Conversation Aggregates By Queue Active¶
Conversation Aggregates By Queue Active
Depending on the KPI Function, the following parameters may be used:
Media Type – Allows you to select from a list of Media Types.
Queue – Allows you to select from a list of Queue names.
ACW Count¶
Number of times agents completed after-call work.
Actively updated with notifications.
Parameters: Queue, Media Type
ACW Max¶
Maximum amount of time spent on after-call work for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
ACW Min¶
Minimum amount of time spent on after-call work for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
ACW Sum¶
Total time spent doing after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. This work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete any work before the agent can handle the next contact, then ACW is factored into the average handle time.
Actively updated with notifications.
Parameters: Queue, Media Type
Abandon Count¶
Number of interactions in which a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Actively updated with notifications.
Parameters: Queue, Media Type
Abandon Max¶
Maximum amount of time before an end user abandoned an interaction in a queue.
Actively updated with notifications.
Parameters: Queue, Media Type
Abandon Min¶
Minimum amount of time before an end user abandoned an interaction in a queue.
Actively updated with notifications.
Parameters: Queue, Media Type
Answered Count¶
Number of assigned ACD interactions answered by an agent in a given period. The answered count increments when the agent is the first to connect to the interaction.
Actively updated with notifications.
Parameters: Queue, Media Type
Answered Max¶
Maximum amount of time an interaction waited to be connected to an agent.
Actively updated with notifications.
Parameters: Queue, Media Type
Answered Min¶
Minimum amount of time an interaction waited to be connected to an agent.
Actively updated with notifications.
Parameters: Queue, Media Type
Answered Sum¶
Total number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Actively updated with notifications.
Parameters: Queue, Media Type
Flow Out Count¶
Number of flow-outs. Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Actively updated with notifications.
Parameters: Queue, Media Type
Handle Count¶
Total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction.
Actively updated with notifications.
Parameters: Queue, Media Type
Handle Sum¶
Total amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.
Actively updated with notifications.
Parameters: Queue, Media Type
Hold Count¶
Number of interactions in which the interaction went on hold.
Actively updated with notifications.
Parameters: Queue, Media Type
Hold Max¶
Maximum amount of time spent on hold for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
Hold Min¶
Minimum amount of time spent on hold for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
Hold Sum¶
Total amount of time spent on hold for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
Offered Count¶
Number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Actively updated with notifications.
Parameters: Queue, Media Type
Outbound Attempt Count¶
Number of attempted outbound interactions for Dialer campaigns.
Actively updated with notifications.
Parameters: Queue, Media Type
Outbound Count¶
Number of outbound interactions placed on behalf of the queue.
Actively updated with notifications.
Parameters: Queue, Media Type
Over SLA Count¶
Number of interactions that were over the defined service level.
Actively updated with notifications.
Parameters: Queue, Media Type
Service Level Denominator¶
Denominator used as part of the formula to calculate the service level.
Actively updated with notifications.
Parameters: Queue, Media Type
Service Level Numerator¶
Numerator used as part of the formula to calculate the service level.
Actively updated with notifications.
Parameters: Queue, Media Type
Service Level Target¶
Target service level for a queue.
Actively updated with notifications.
Parameters: Queue, Media Type
Short Abandon Count¶
Number of interactions that were short abandoned.
Actively updated with notifications.
Parameters: Queue, Media Type
Talk Complete Count¶
Number of times an agent was talking/interacting.
Actively updated with notifications.
Parameters: Queue, Media Type
Talk Max¶
Maximum amount of time an agent spent talking/interacting.
Actively updated with notifications.
Parameters: Queue, Media Type
Talk Min¶
Minimum amount of time an agent spent talking/interacting.
Actively updated with notifications.
Parameters: Queue, Media Type
Talk Sum¶
Total amount of time an agent spent talking/interacting.
Actively updated with notifications.
Parameters: Queue, Media Type
Transferred Count¶
Number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Actively updated with notifications.
Parameters: Queue, Media Type
Voicemail Count¶
Amount of voicemails received.
Actively updated with notifications.
Parameters: Queue, Media Type
Wait Count¶
Number of times a user was waiting in queue before an interaction was answered, abandoned, or flowed out of queue.
Actively updated with notifications.
Parameters: Queue, Media Type
Wait Max¶
Maximum amount of time spent waiting in queue for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
Wait Min¶
Minimum amount of time spent waiting in queue for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type
Wait Sum¶
Total amount of time spent waiting in queue for the selected interval.
Actively updated with notifications.
Parameters: Queue, Media Type