Inbound 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.

Name	Description	Type	Format	Section	Filter	Field
Volumes %	Representation for the incoming volume of the percentage of the types of contacts received and respective outcomes (answered, abandoned, short abandoned, missed and voicemail) for the given filtering criteria applied	chart		Inbound Contacts	No	measures
Inbound Volumes vs Handle Time	Comparison between the volume of incoming contacts with the time it took the agents to deal with the contact - the handle time - for all the inbound 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 Ring Group and business hours = Yes)	chart		Inbound Contacts	No	measures
Total Inbound Contacts	The sum of all incoming contacts for the given combination of filters and dimensions used.	sum	###
Answered Contacts	The sum of contacts which type is inbound answered	sum	###
Abandoned Contacts	The sum of contacts which type is inbound abandoned	sum	###	Inbound Contacts	No	measure
Short Abandoned Contacts	The sum of contacts which type is inbound short-abandoned	sum	###	Inbound Contacts	No	measure
Missed Contacts	The sum of contacts which type is inbound missed	sum	###	Inbound Contacts	No	measure
Voicemail Contacts	The sum of contacts which type is inbound voicemail	sum	###	Inbound Contacts	No	measure
Inbound AVG Handle Time	For 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 Contacts	No	measure
Inbound AVG Talk Time	For 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 Contacts	No	measure
Inbound AVG After Call Work	For 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 Contacts	No	measure
Inbound AVG Duration	For 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 Contacts	No	measure
Inbound AVG Hold Time	Average duration of the hold time for inbound contacts. Includes Hard (the agent puts the contact person on hold) and Soft (hold time contact person experiences when there's a transfer) Hold.	avg	##:##:##
AVG Ring Time	For 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 Contacts	No	measure
Date	The time reference used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts.	date		Contacts	Yes	dimension
Inside Business Hours	Filter 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/No	Contacts	Yes	dimension
Ring Group	All Ring Groups of the account will appear listed regardless of having data or not for the timeframe filtered.	string		Contacts	Yes	dimension
Timezone	By 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 picked	string		Contacts	Yes	dimension