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The following table describes the statistic parameters (reporting elements) used on the panels. 

When designing a panel, these parameters appear in the Editor window depending on your selection of the subject and statistic type.

Historical

Agencies, call centers, and services

StatisticParameterDescription
Call countsAbandoned calls above service level threshold

Total number of calls that failed to be transferred to an operator with a transfer hold duration greater than your service level limit.

Abandoned calls below service level threshold

Total number of calls that failed to be transferred to an operator with a transfer hold duration less than your service level limit.

Accounts attemptedTotal number of unique account numbers that were attempted to be contacted.
Calls attemptedTotal number of attempted calls.
ConnectedTotal number of connected calls.
Failed operator transfersTotal number of calls for which operator transfer failed.
In person
Promise to pay calls

Total number of calls in which customers agreed to pay a certain amount of money (for example, when a payment had been overdue).

Right party contactsTotal number of calls that were made to the intended party. 
Wrong party contacts

Total number of calls that were made to the unintended party. 

Successful calls above service level threshold

Total number of calls that were transferred to an operator with a transfer hold duration greater than your service level limit.

Successful calls below service level threshold

Total number of calls that were transferred to an operator with a transfer hold duration less than your service level limit.

Successful operator transfers

Total number of calls that were transferred to an operator.

Total inbound callsTotal number of inbound (mobile originated) calls.
State durations
















Average abandon time

Average time that your customers waited in the queue before abandoning calls.

Average delay

Average time that your customers spent interacting with the IVR (Interactive Voice Response).

Average handle time

Average time that your agents spent handling calls from start to finish (including wrap-up time).


Average in call time

Average time that your agents spent on calls.


Average ready timeAverage time that your agents were ready to place or receive calls (Ready state).
Average talk time

Average time that your agents spent talking to customers. This does not include hold or wrap-up time.

Average wrap up time

Average time that your agents spent wrapping up calls.

Hold time

Total time that your customers were placed on hold by agents during calls.

In call time

Total time that your agents spent on calls talking to customers.

IVR time

Total time that your customers spent interacting with the IVR before they were connected to an agent.

Not ready timeTotal time that your agents were not ready to place or receive calls (Not Ready state).
Preview dial time

Total time that your agents spent previewing the dial options. 

The preview dial options include dialing the number that is offered in the Preview Dialing window, skipping the number and moving to the next account, and manually dialing a different number.

Ready timeTotal time that your agents were ready to place or receive calls (Ready state).
Right party in call time

Total time that your agents spent on calls with the intended party.

Right party wrap up time

Total time that your agents spent wrapping up calls with the intended party.

Total time logged inTotal time that your agents were signed in.
Transfer timeTotal time that your agents spent transferring calls.
Wrap up time

Total time that your agents spent wrapping up calls (Wrap Up state).

NoneConversion rate

Average number of promise-to-pay calls against the right party contacts.

FTE (Full-Time Equivalent)

Average time that your agents spent handling calls from start to finish (including wrap-up time) against a 6.5-hour workday.

Occupancy rate

Total time that your agents spent handling calls against the total time that they were signed in.

Percent abandon rate

Average number of abandoned calls below service level limit against the number of offered contacts.

Percent right party

Average number of calls that were made to the intended party against the number of offered contacts.

Percent service level

Average of the sum of the total abandoned calls below service level limit and total successful calls below service level limit against the number of handled contacts.


Agents

StatisticParameterDescription
NoneCalls handledTotal number of calls handled by your agents, from start to finish.
Inbound callsTotal number of inbound (mobile originated) calls.
Outbound callsTotal number of outbound (mobile terminated) calls.
Total offeredTotal number of calls offered to your agents, which includes both handled calls and abandoned calls.
State durationsHold timeTotal time that your customers were placed on hold by agents during calls.
In call timeTotal time that your agents spent on calls talking to customers.
Not ready timeTotal time that your agents were not ready to place or receive calls (Not Ready state).
Ready timeTotal time that your agents were ready to place or receive calls (Ready state).
Total time logged inTotal time that your agents were signed in.
Transfer timeTotal time that your agents spent transferring calls.
Wrap up timeTotal time that your agents spent wrapping up calls (Wrap Up state).


Real-time

Agencies, call centers, and services

StatisticParameterDescription
Call countsDialableTotal number of contacts that are loaded into your service and whose numbers can be dialed.

Loaded

Total number of contacts that are loaded into the service.
Remaining

Total number of dialable contacts whose numbers are remaining to be dialed.

Total abandoned

Total number of calls that customers disconnected (abandoned) before connecting to an agent.

Total calls abandoned within SLATotal number of calls that were abandoned by your customers within your service level limit.
Total calls answered within SLA

Total number of calls that were answered by your agents within your service-level limit.

Total handledTotal number of calls that your agents handled.
Total offered

Total number of calls that were offered to your agents. This includes both handled calls and abandoned calls.

Durations



Average duration to abandon

Total time of abandoned calls against the total number of abandoned calls.

Average handle duration

Total time of handled calls against the total number of handled calls.

Average speed of answer

Total time taken for calls to be answered against the total number of handled calls.

Average talk duration

Total time that your agents spent talking to your customers against the total number of handled calls.

Average wrap up durationTotal time that your agents spent wrapping up calls against the total number of handled calls.
Current activityCalls with agentTotal number of calls that are currently with agents.
Outbound CIP

Total number of outbound calls that are currently in progress.

Total agentsTotal number of agents who are signed in to the service.
Total calls in queueTotal number of calls that are waiting to be transferred to an agent.
NoneAbandon rate

Total number of offered calls against the total number of abandoned calls.

Percentage completeTotal number of contacts whose numbers are remaining to be dialed against the total number of contacts whose numbers can be dialed.
Queue timeAverage time that calls were in the queue.
Service levelYour defined service level.


Agents

StatisticParameterDescription
None







Agent login ID

Sign-in ID of the agent.

Call center ID

ID of the call center.

Call center name

Name of the call center.

Service ID

ID of the service.

Service name

Name of the service.

Current activityAccountAccount number of the customer.
Agent skillSkill that an agent has to attend to the customer.
Call typeType of call (inbound or outbound).
Is agent monitoredIndicates if an agent is being monitored.
PhonePhone number of the customer.
Reason code

Reason that an agent is not ready to place or receive calls.

Session IDSession ID for the call.
StateCurrent state of an agent.
State durationTotal time that an agent has spent in their current state.
Counts

Inbound callsTotal number of inbound (mobile originated) calls.
Outbound callsTotal number of outbound (mobile terminated) calls.
Total callsTotal number of all types of calls.
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