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 |
Updated about 1 year ago