Agent Contacts Volumes and Durations

Interaction - The highest level component that comprises the full activity of a communication with a contact. It can include multiple contacts and each contact includes several, more granular, elements that are called segments.

Contact - A conversation can have multiple contacts depending on the outcome of the initial contact. Examples of situations that will trigger a new contact include: transfer; fallback to a different ring group. Contacts are the main reporting element for Supervisors and the one that will be used for staffing purposes (by monitoring queue SLA and queue AHT).

Answered contacts - inbound contacts that reached an agent and were answered.

Missed contacts - implies that the contact went through the flow, and reached a hang-up (it may or may not ring an agent but in both cases, it will be missed since there was no action by the contact person to leave the queue) or in case that after the assignment the Contact is terminated by a flow rule.

Abandoned contacts - inbound contacts where the contact person finishes/disconnects the contact before reaching an agent (includes abandoned while ringing the agent). It is considered abandoned even if it rang an agent before. There was an explicit action by the caller to leave the queue.

Short abandoned contacts - inbound contacts disconnected by the contact person within the threshold defined in the system for short abandons.

Connected contacts - outbound contacts where the connection was successful and the agent reached the contact person.

Not connected contacts - outbound contacts where the connection with the contact person was not successful ending in the contact being disconnected.

NameDescriptionTypeFormatSectionFilterField
Answered ContactsThe sum of contacts which type is inbound answeredsum###
Agent DisconnectedAllows to see if it was the agent or not that disconnected the inbound/outbound call.

*For records existing prior to the implementation of this field, the Agent Disconnected value is null.
stringyes/noContactsNomeasure
Agent Disconnected %Helps to know among the calls the agent handled, what % of the calls were disconnected by him.percentage## .#%ContactsN/Ameasure
Answered AVG Handle TimeFor the inbound answered contacts, the time it takes on average a user/agent to handle a call. The time starts when the agent answers and ends the moment the agent ends the After Call Work (ACW) status (includes hold time). It's calculated based on all answered contacts.avg## :##:##Inbound ContactsNomeasure
Answered AVG Talk TimeFor the inbound answered contacts the average duration of the total talk time. It does not include the time spent ringing the agent nor time spent in After Call Work. Also it does not include hold time during the contact. See also Talk Time.avg## :##:##Inbound ContactsNomeasure
Answered AVG After Call WorkFor the inbound answered contacts the average duration of the time it takes to wrap up a contact. Calculated based on all inbound answered contacts that have After Call Work time recorded.avg## :##:##Inbound ContactsNomeasure
Answered AVG DurationFor the inbound answered contacts the time since the contact is created, when enters the queue (corresponding to start at timestamp) until the contact final event that correspondes to the finished at timestamp.avg## :##:##Inbound ContactsNomeasure
Answered AVG Ring TimeFor the inbound answered contacts the average time it took for an agent in the contact center to answer the contact after it first started ringing, in seconds.avg## :##:##Inbound ContactsNomeasure
Answered Hold Time vs Handle TimeComparison between average hold times with the average handle times for the inbound answered contacts that occurred for each hour between 0 and 23 hours of the days considered in the timespan in the date filter and also for the combination of other filtering criteria that might be applied (Eg. filtering by a specific Team and business hours = Yes)chartInbound ContactsNomeasures
Connected ContactsThe sum of contacts which type is outbound connectedsum## :##:##Outbound ContactsNomeasure
Connected AVG Handle TimeFor the outbound connected contacts, the time it takes on average a user/agent to handle a call. The time starts when the agent dials the contact and ends the moment the agent ends the After Call Work (ACW) status (includes connect time and hold time). It's calculated based on all connected outbound contacts.avg## :##:##Outbound ContactsNomeasure
Connected AVG Talk TimeFor the outbound connected contacts the average duration of the total talk time. It does not include the time spent connecting the contact person nor time spent in After Call Work. Also it does not include hold time during the contact. See also Talk Time.avg## :##:##Outbound ContactsNomeasure
Connected AVG After Call WorkFor the outbound connected contacts the average duration of the time it takes to wrap up a contact. Calculated based on all outbound connected contacts that have After Call Work time recorded.avg## :##:##Outbound ContactsNomesure
Connected AVG DurationFor the outbound connected contacts the time since the contact is created, when starts dialling (corresponding to start at timestamp) until the contact final event that correspondes to the finished at timestamp.avg## :##:##Outbound ContactsNomeasure
Connected AVG Connect TimeFor the outbound connected contacts the average time it took for the contact person answer the agent after it first started ringing, in seconds.avg## :##:##Outbound ContactsNomeasure
Connected Hold Time vs Handle TimeComparison between average hold times with the average handle times for the outbound connected contacts that occurred for each hour between 0 and 23 hours of the days considered in the timespan in the date filter and also for the combination of other filtering criteria that might be applied (Eg. filtering by a specific Team and business hours = Yes)chartOutbound Contactsnomeasures
DateThe time reference used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts.dateContactsYesdimension
Inside Business HoursFilter that allows to retrieve information only for business hour (= Yes) or for outside of business hours (= No) and when option "is any value" is applied, returns all the information regardless of being outside or inside business hours.Yes/NoContactsYesdimension
TeamAll Teams of the account will appear listed regardless of having data or not for the timeframe picked as filter.stringContactsYesdimension
TimezoneBy default data is shown on account timezone, but this fitler allows to change the timezone of the data and consult/see the events with the timestamps or time dimensions respecting the timezone pickedstringContactsYesdimension
UserAgent that answered (when inbound) the contact or that initiated (when outbound) the contact.stringContactsYesdimension