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.

namedefinitioncalculationtime spanbreakdownfiltervizualizationformatperspective
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 GroupRing Groupnumber // 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 GroupRing Groupnumber
breakdown: table
0Ring Group / Queue
Answered ContactsThe number of contacts answeredsum(Answered)"Last 15 minutes
Last 30 minutes
Last hour
Today"
"Ring Group
Team "
"Ring Group
Team"
number
breakdown: donut
0Ring 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 GroupRing Groupnumber
breakdown: table
0Ring 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 GroupRing Groupnumber
breakdown: table
0:00:00Ring 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
0:00:00Ring 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 GroupRing Groupnumber
breakdown: table
0:00:00Ring Group / Queue
Count of Agents Logged-In The number of agents logged in the system regardless of their status (does not count offline)LiveRing 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
0Ring 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 = ongoingLive"Ring Group
Team "
Ring Group
Team
number
breakdown: table
0Ring Group / Queue
Agent
Live Contacts in Progress (Outbound) Outgoing contacts connected or waiting for connection.sum(Outbound started) status = ongoingLive"Ring Group
Type "
Ring Group
Type
number
breakdown: table
0Ring Group / Queue
Live Contacts in Queue Contacts that enter queue and are waiting to be handled.sum(Queued) status = waitingLiveRing GroupRing Groupnumber
breakdown: table
0Ring Group / Queue
Live Contacts (Inbound) Contacts that enter queue and are waiting or are being handledsum(Answered+Queued)Live"Ring Group
Type "
Ring Group
Type
number
breakdown: table
0Ring 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"
Liven/aTeams
Status
Direction
Ring Group
listn/aRing Group / Queue
Agent
Live Agents list List of agents logged per status"Dimensions:
Agent
Ring Groups
Status

Measure:
Time in Status"
Liven/aTeams
Status
Direction
Ring Group
listn/aAgent
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)LiveRing GroupRing Groupnumber
breakdown: table
0:00:00Ring 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 GroupRing Groupnumber
breakdown: table
0Ring 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 GroupRing Groupnumber // 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
0Ring 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 Groupnumber
breakdown: table
0Ring 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 Groupnumber
breakdown: table
0Ring Group
Live Contacts (Outbound) Count of unfinished outbound contactsum(connected+dialing)LiveTeam

Ring Group

Type (connecting, in progress, acw)
Ring Group
Type
number
breakdown: table
0Ring Group