Live Metrics

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

definition

calculation

time span

breakdown

filter

vizualization

format

perspective

Abandon Rate

The percent of contacts offered that abandoned. Excludes short abandons.

sum(Abandoned) / sum(Inbound)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number // gauge
breakdown: table

%

Ring Group / Queue

Abandon Contacts

When a caller disconnects after reaching queue but before being connected to an agent, including contacts disconnected while ringing. Excludes short abandons.

sum(Abandoned)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number
breakdown: table

0

Ring Group / Queue

Answered Contacts

The number of contacts answered

sum(Answered)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

"Ring Group
Team "

"Ring Group
Team"

number
breakdown: donut

0

Ring Group / Queue

Arrived Contacts

Contacts that enter queue and still don't have a final state. This is a live metric that increments in real time.

sum(Arrived)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number
breakdown: table

0

Ring Group / Queue

Avg. Abandon Time

The average duration of time between a contacts’s entering queue and the caller’s disconnecting before reaching an agent. Excludes short abandons.

sum(Time to Abandon) / sum(Abandoned)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number
breakdown: table

0:00:00

Ring Group / Queue

Avg. Handle Time

The amount of time on average it takes to handle a contact. Includes wrap-up time (after call work).

sum(Handle Time) / sum(Answered)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

"Ring Group
Team "

"Ring Group
Team "

number
breakdown: table

0:00:00

Ring Group / Queue
Agent

Avg. Wait Time

The average duration of time between a contact’s entering the queue and being answered by an agent. Includes callbacks. Only answered contacts.

sum(Queue Time) + sum(Ring Time) / sum(Contacts with Wait Time)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number
breakdown: table

0:00:00

Ring Group / Queue

Count of Agents Logged-In

The number of agents logged in the system regardless of their status (does not count offline)

Live

Ring Group
Team
Status

Ring Group
Team
Status

number
breakdown: table

0

Inbound Contacts

Total number of offered contacts. Includes missed, abandoned, short abandoned, voicemails and answered (contacts already finished)

sum(Answered+Missed+Abandoned+Short-Abandoned)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

"Ring Group
Status "

Ring Group
Status

number
breakdown: table

0

Ring Group / Queue

Live Contacts in Progress (Inbound)

Contacts that are already being handled. Does not include contacts in ACW state. Does not include contacts in ACW state.

sum(Answered) status = ongoing

Live

"Ring Group
Team "

Ring Group
Team

number
breakdown: table

0

Ring Group / Queue
Agent

Live Contacts in Progress (Outbound)

Outgoing contacts connected or waiting for connection.

sum(Outbound started) status = ongoing

Live

"Ring Group
Type "

Ring Group
Type

number
breakdown: table

0

Ring Group / Queue

Live Contacts in Queue

Contacts that enter queue and are waiting to be handled.

sum(Queued) status = waiting

Live

Ring Group

Ring Group

number
breakdown: table

0

Ring Group / Queue

Live Contacts (Inbound)

Contacts that enter queue and are waiting or are being handled

sum(Answered+Queued)

Live

"Ring Group
Type "

Ring Group
Type

number
breakdown: table

0

Ring Group / Queue

Live Contacts list

List of contacts that enter queue and are waiting or are being handled.
Includes contacts ringing and in ACW.

"Dimensions:
Direction
Status
Agent
Contact
Number
Ring Groups
Live ring groups
Callback

Measures:
Duration"

Live

n/a

Teams
Status
Direction
Ring Group

list

n/a

Ring Group / Queue
Agent

Live Agents list

List of agents logged per status

"Dimensions:
Agent
Ring Groups
Status

Measure:
Time in Status"

Live

n/a

Teams
Status
Direction
Ring Group

list

n/a

Agent

Longest Wait time

The highest duration of time between a contact’s entering the queue and being answered by an agent. Includes callbacks.

max(wait time)

Live

Ring Group

Ring Group

number
breakdown: table

0:00:00

Ring Group / Queue

Missed Contacts

The number of contacts routed to at least one agent that do not get answered by an agent. Contacts terminated by a flow configuration are also considered missed (even if they were not routed to any agent but reached an assignment component or callback timeout).

sum(Missed)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number
breakdown: table

0

Ring Group / Queue

Service Level

The percentage of Offered contacts that were answered within the wait time threshold set by the customer.

sum(Within Service Level) / (sum(Inbound)-sum(short abandoned))

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group

Ring Group

number // gauge
breakdown: table

%

Ring Group / Queue

Outbound contacts

Total number of placed contacts. Contacts started on the contact center side.

sum(Outbound Connected+Outbound Not Connected)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group
Team

Ring Group
Status

number
breakdown: table

0

Ring Group

Outbound connected contacts

Total number of placed contacts. Contacts started on the contact center side. Includes only the contacts that were connected to a person.

sum(Outbound Connected)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

Ring Group
Team

Ring Group

number
breakdown: table

0

Ring Group

Outbound not connected contacts

Total number of placed contacts. Contacts started on the contact center side. Includes only the contacts that were not connected (includes voicemails left on the contact person answering machine?).

sum(Outbound Not Connected)

"Last 15 minutes
Last 30 minutes
Last hour
Today"

"Ring Group
Team"

Ring Group

number
breakdown: table

0

Ring Group

Live Contacts (Outbound)

Count of unfinished outbound contact

sum(connected+dialing)

Live

Team

Ring Group

Type (connecting, in progress, acw)

Ring Group
Type

number
breakdown: table

0

Ring Group