| Statistic | Description |
|---|
| % Done | Percentage of contacts for which dialing is completed. | Info |
|---|
This statistic is available only for outbound and blended services. |
|
| Abandon Rate | Percentage of calls that are abandoned by the customer before speaking to an agent (Total Abandoned Calls / Calls Offered). |
| Agents In Call | Number of agents who are connected to calls. |
| Agents Logged In | Number of agents who are signed into the call center or service. |
| Available Agents | Number of agents who are ready to receive calls from an inbound service. |
| Average Abandon Time | Average time that customers wait in the queue before abandoning calls. |
| Average Handle Time | Average time that agents spend handling the complete interaction, from start to finish. |
Average Hold Time | Average time that your customers are placed on hold by agents during calls. |
| Average Speed of Answer | Average time that calls remain in the queue until agents answer them (that is, the time that customers wait in the queue). Unlike Average Hold Time, this statistic does not include the time that the caller spends interacting with the IVR (Contact Flow). |
| Average Talk Time | Average time that agents spend talking to customers. Unlike Average Handle Time, this statistic does not include hold or wrap-up time. |
| Average WrapUp Time | Average time that agents spend wrapping up calls. |
| Call Center | Name of the call center. |
| Call Direction | Direction of call (for example, inbound and outbound). | Info |
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This statistic is available only for outbound and blended services. |
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| Callback Phone | Callback phone number for the service. | Info |
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This statistic is available only for outbound and blended services. |
|
| Caller ID | Caller ID for the service.
| Info |
|---|
This statistic is available only for outbound and blended services. |
|
| Calls | An icon that displays the following information about a call/transaction in the Calls window: - State: State of the call, which can be one of the following:
- With no agents: Call is in the hold queue and is not yet connected to an agent
- On hold: Call is placed on hold by an agent
- With operator: Call is connected to an agent
- Session ID: ID of the current session
- Start Time: Start time of the call, represented in HH:MM:SS (Hours:Minutes:Seconds)
- Connect Time: Time at which the call is connected, represented in HH:MM:SS
- Bridge Time: Time at which the call is connected to an agent, represented in HH:MM:SS
- End Time: End time of the call, represented in HH:MM:SS
- Priority: Priority assigned to the call
- Agent Skill: Skill assigned to the call
- Account: Account number associated with the call
- Phone: Dialed phone number for an outbound call or the Automatic Number Identification (ANI) for an inbound call
- Name: Name of the agent who is connected to the call
- Logon ID: Logon ID of the agent who is connected to the call
| Info |
|---|
This statistic is available only for outbound and blended services. |
|
| Calls Answered Within SL | Number of calls that are answered by agents within the defined service-level threshold. |
| Calls Connected | Number of calls that are connected to agents. |
| Calls Failed | Number of calls that terminated without a connection. |
| Calls Handled | Number of calls that are handled by agents, from start to finish. |
Calls In Queue | Number of calls that are in the queue, waiting to be connected to an available agent. |
| Calls Offered | Number of calls that are offered to agents, which includes both handled calls and abandoned calls. |
| Calls Transferred | Number of calls that are presented to the service for routing. |
| Charge | Usage fees for the call center or service. |
| CIP | Calls that are in progress. |
| Completed | Number of contacts for which dialing is completed. |
| MTD | Real-time report for the current month. | Info |
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This statistic is available only for outbound and blended services. |
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| Operator Phone | Operator phone number for the service. | Info |
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This statistic is available only for outbound and blended services. |
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| Past | Real-time report for a user-defined date range. | Info |
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This statistic is available only for outbound and blended services. |
|
| Remaining | Number of contacts that are remaining to be contacted. |
| Service ID | ID of the service. | Info |
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This statistic is available only for outbound and blended services. |
|
| Service Name | Name of the service. | Info |
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This statistic is available only for outbound and blended services. |
|
| Service Level | Sum of the Number of calls that are answered by agents and calls that are abandoned by customers within the defined threshold, divided by the Number of offered calls.
| Info |
|---|
By default, the threshold is 20 seconds. You can, however, modify the value through the Service Level Seconds field, which appears on the Settings tab of the Client or Services window. |
|
| Service Type | Type of service (for example, inbound, manual, quick connect, or unattended). | Info |
|---|
This statistic is available only for outbound and blended services. |
|
| Time On Hold | Longest time that a call was on hold. |
| Today | Real-time report for the current day. | Info |
|---|
This statistic is available only for outbound and blended services. |
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| Total/Total Calls | Number of contacts that are loaded from a campaign. | Info |
|---|
This statistic is available only for outbound and blended services. |
|
| Total Abandoned Calls | Difference between the Number of offered calls and the Number of handled calls (that is, the Number of calls that customers abandoned before connecting to an agent). |
