Queues Analysis
Type detail
average - an average (mean) of values within a column
count - origins from a count within a distribution
date - measures that contain dates
max - origins from the maximum value within a distribution
min - origins from the minimum value within a distribution
number - measures that contain numbers
string - measures that contain letters or special characters
sum - sum of values within a distribution
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Call Queue | The Queue or Queues to use as filter. It will be reflected in the dimension Queue Name when chosen as dimension. | string | none | Filters and Datetime Field | YES | Dimension |
| Data Status | You can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible. Valid Records - Regularly Processed Records. | String | Valid/Damaged | Filters | Yes | Dimension |
| Date | By default is set for the past day. It can be changed according to users needs to provide a different time frame for the analysis. | date | yyyy-mm-dd hh:mm:ss | Filters and Datetime Field | YES | Dimension |
| Phone Number | The origin (direction outbound) or destination (direction inbound) number of your account that you want to use to filter your analysis. | number | none | Filters and Datetime Field | YES | Dimension |
| Data Aggregation | The slots of time you want your analysis to consider (minute, 10 minutes, 5 minutes, 30 minutes, hour, day, week, month, quarter). The timestamp will reflect the slot chosen. | none | Filters and Datetime Field | YES | Dimension | |
| Timezone | By default this filters the distribution to your Account Timezone. You can pick another different timezone to be reflected in your report (account timezone can be changed under Admin >> Preferences in your account). | string | none | Filters and Datetime Field | YES | Dimension |
| Timestamp | Adjusted to the Date aggregation picked will show the start timestamp for each slot eg. for 30 m yyyy-mm-dd hh:00:ss >> yyyy-mm-dd hh:30:ss. | Date | yyyy-mm-dd hh:mm:ss | Filters and Datetime Field | YES | Dimension |
| Queue Name | The field to add to your canvas that will show the Queues of your distribution and will reflect the option picked on the filter Call Queue. | string | none | Queue Identification | NO | Dimension |
| % Inbound Calls | Percentage of Inbound Calls over Total Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Inbound Calls Answered | Percentage of Inbound Calls Answered over Total Inbound Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Inbound Calls Missed | Percentage of Inbound Calls Missed over Total Inbound Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Inbound Calls Short Abandoned | Percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Inbound Calls Voicemail | Percentage of Inbound Calls Voicemail over Total Inbound Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Talk Time | Percentage of inbound talk time over Inbound Calls total duration. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| % Waiting Time | Percentage of inbound wait time over Inbound Calls total duration. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Inbound Calls | Average percentage of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails) over Total Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Inbound Calls Answered | Average percentage of answered Inbound Calls over Total Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Inbound Calls Missed | Average Percentage of Inbound Calls Missed over Total Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Inbound Calls Short Abandoned | Average percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Inbound Calls Voicemail | Average Percentage of Inbound Calls Voicemail over Total Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Talk Time | Average percentage of the talk time for inbound calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG % Waiting Time | Average percentage of the wait time for Inbound Calls over total duration of Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG Abandon Rate | Average of Inbound Calls Abandoned over Total Inbound Calls. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG Abandon Time | Average time it takes for a call to be abandoned (does not include short abandoned calls). | number | Queue Inbound Metrics | YES | Metric | |
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Hold Time | Average time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during Inbound Calls and Outbound calls via keypad, and does not include holds that are a result of transfers. | number | Queue Inbound Metrics | YES | Metric | |
| AVG Inbound Calls | Average number of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails). | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Abandoned | Average number of Inbound Calls abandoned (does not include short abandoned). | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Answered | Average number of Inbound Calls answered. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Answered Within Service Level | Average number of calls classified as within the Service Level threshold set that were inbound and answered. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Missed | Average number of Inbound Calls missed. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Missed Within Service Level | Average number of calls classified as within the Service Level threshold set, that were inbound missed. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Short Abandoned | Average number of Inbound Calls short abandoned (the calls were disconnected by the far end before reaching the short abandoned threshold). | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Inbound Calls Voicemail | AVG number of Inbound Calls voicemails. | average | 0.0 | Queue Inbound Metrics | YES | Metric |
| AVG Service Level | Average value of the Service level. | average | 0.00% | Queue Inbound Metrics | YES | Metric |
| AVG Talk Time | Calculates the average talk time for Inbound Calls and Outbound Calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | number | Queue Inbound Metrics | YES | Metric | |
| AVG Total Duration | The average duration of calls. The timer begins when the far end connects with the system or, in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected (does not include after call work). | number | Queue Inbound Metrics | YES | Metric | |
| AVG Waiting Time | Average duration of how long the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | number | Queue Inbound Metrics | YES | Metric | |
| Abandon Rate | Percentage of Inbound Calls Abandoned over Total Inbound Calls. | number | 0.00% | Queue Inbound Metrics | YES | Metric |
| Abandon Time | Time callers waited for their call to be answered before hanging up. Does not include short abandoned calls. | sum | Queue Inbound Metrics | YES | Metric | |
| Hold Time | The time the caller was placed on hold during the call. This metric counts only instances in which the agent places the caller on hold during Inbound Calls or Outbound Calls via the keypad. It does not include holds that are a result of transfers. | sum | Queue Inbound Metrics | YES | Metric | |
| Inbound Calls Abandoned | Number of incoming calls where the caller hung up before being routed to an agent. Does not include short-abandoned calls (when enabled). | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Answered | Total number of incoming calls answered by an agent. | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Answered Within Service Level | Inbound calls Answered within Service Level (within the business hours). | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Missed | All incoming missed calls, including outside of business hours. | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Missed Within Service Level | Inbound Calls Missed within Service Level (within business hours). | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Short Abandoned | Number of incoming calls where the caller hung up before the configured short abandoned threshold. | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Inbound Calls Voicemail | Total number of voicemails. | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Longest Abandon Time | The longest time a caller waited for their call to be answered before hanging up. It does not include short abandoned calls. | max | Queue Inbound Metrics | YES | Metric | |
| Longest Hold Time | The maximum time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during Inbound and Outbound Calls via the keypad, and does not include holds that are a result of transfers. | max | Queue Inbound Metrics | YES | Metric | |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and Queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | max | Queue Inbound Metrics | YES | Metric | |
| Longest Total Duration | The longest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system or in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected and it does not include After Call Work. | max | Queue Inbound Metrics | YES | Metric | |
| Longest Waiting Time | Maximum time in seconds that the caller waited for their call to be answered or to go to voicemail. It does not include IVR nor voice prompts but includes ringing time. | max | Queue Inbound Metrics | YES | Metric | |
| MAX % Inbound Calls | Maximum percentage of Inbound Calls that reached a Queue over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX % Inbound Calls Answered | Maximum percentage of Inbound Calls Answered over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX % Inbound Calls Missed | Maximum percentage of Inbound Calls missed over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX % Inbound Calls Short Abandoned | Maximum percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX % Inbound Calls Voicemail | Maximum percentage of Inbound Calls Voicemail over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX % Waiting Time | Highest percentage of Inbound Wait Time over Inbound Calls total duration. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX Abandon Rate | Maximum Percentage of Inbound Calls Abandoned over Total Inbound Calls. | max | 0.00% | Queue Inbound Metrics | YES | Metric |
| MAX CSAT Score | Highest CSAT score received. | max | 0 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls | Maximum number of Inbound Calls for the given time frame and Queue(s) (includes answered, missed, abandoned, short abandoned, voicemail). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Abandoned | Maximum number of Inbound Calls abandoned for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Answered | Maximum number of Inbound Calls answered for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Answered Within Service Level | Maximum number of Inbound Calls answered within service level threshold for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Missed | Maximum number of Inbound Calls missed for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Missed Within Service Level | Maximum number of Inbound Calls missed within service level threshold for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Short Abandoned | Maximum number of inbound short abandoned calls for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Inbound Calls Voicemail | Maximum number of inbound voicemail calls for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MAX Service Level | Maximum service level rate for the given time frame and Queue(s). | max | 00 | Queue Inbound Metrics | YES | Metric |
| MIN % Inbound Calls | Minimum percentage of Inbound Calls that reached a Queue (or Queues) Over Total Inbound Calls of a specific Queue (or Queues). | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN % Inbound Calls Answered | Minimum percentage of Inbound Calls answered over Total Inbound Calls. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN % Inbound Calls Missed | Minimum Percentage of Inbound Calls missed over Total Inbound Calls. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN % Inbound Calls Short Abandoned | Minimum percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN % Inbound Calls Voicemail | Minimum percentage of Inbound Calls Voicemail over Total Inbound Calls. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN % Talk Time | Lowest percentage value for Inbound Talk Time over Inbound Calls Total Duration. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN Abandon Rate | Minimum percentage of Inbound Calls Abandoned over Total Inbound Calls. | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| MIN CSAT Score | Lowest CSAT score received. | min | 0 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls | Minimum number of Inbound Calls for the given time frame and Queue(s) (includes answered, missed, abandoned, short abandoned, voicemail). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Abandoned | Minimum number of Inbound Calls Abandoned for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Answered | Minimum number of Inbound Calls answered for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Answered Within Service Level | Minimum number of Inbound Calls answered within the service level threshold for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Missed | Minimum number of Inbound Calls missed for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Missed Within Service Level | Minimum number of Inbound Calls missed within the service level threshold for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Short Abandoned | Minimum number of Inbound Short Abandoned Calls for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Inbound Calls Voicemail | Minimum number of Inbound Voicemail Calls for the given time frame and Queue(s). | min | 00 | Queue Inbound Metrics | YES | Metric |
| MIN Service Level | Minimum service level rate for the given time frame and Queue(s). | min | 00.0% | Queue Inbound Metrics | YES | Metric |
| Service Level | Percentage of calls missed or answered before the pre-defined selected time frame threshold. It is only calculated for events during business hours. | number | 00.0% | Queue Inbound Metrics | YES | Metric |
| Shortest Abandon Time | The shortest time a caller waited for their call to be answered before hanging up. Does not include short abandoned calls. | min | Queue Inbound Metrics | YES | Metric | |
| Shortest Hold Time | The minimum time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during Inbound Calls and Outbound Calls via the keypad, and does not include holds that are a result of transfers. | min | Queue Inbound Metrics | YES | Metric | |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and Queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | Queue Inbound Metrics | YES | Metric | |
| Shortest Total Duration | The shortest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected (does not include after call work). | min | Queue Inbound Metrics | YES | Metric | |
| Shortest Waiting Time | Minimum time recorded for the caller waiting for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | min | Queue Inbound Metrics | YES | Metric | |
| Talk Time | Calculates the total talk time for Inbound Calls and Outbound Calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor the time spent in After Call Work, but it includes hold time during the call. | sum | Queue Inbound Metrics | YES | Metric | |
| Total Duration | Actual duration of calls, the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected. It does not include After Call Work. | sum | Queue Inbound Metrics | YES | Metric | |
| Total Inbound Calls | All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls. | sum | 00 | Queue Inbound Metrics | YES | Metric |
| Waiting Time | How long the caller waited for their call to be answered or for it to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | sum | Queue Inbound Metrics | YES | Metric | |
| % Talk Time | Inbound talk time over Inbound Calls total duration. | number | 00.0% | Queue Metrics | YES | Metric |
| AVG % Talk Time | Average percentage of the talk time for both inbound and outbound per queue. | average | 00.0% | Queue Metrics | YES | Metric |
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received. | average | 0.0 | Queue Metrics | YES | Metric |
| AVG Calls | Average number of calls handled in the Queue regardless of direction or type for the given timeframe and Queue(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | number | 00 | Queue Metrics | YES | Metric |
| AVG Hold Time | Average time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during inbound/outbound calls via the keypad, and does not include holds that are a result of transfers. | number | Queue Metrics | YES | Metric | |
| AVG Talk Time | Calculates the average talk time for Inbound Calls and Outbound Calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | number | Queue Metrics | YES | Metric | |
| AVG Total Duration | Average duration of calls, the timer begins when the far end connects with the system or in case of an Outbound Call when the system connects with the far end. It terminates when the call is disconnected. It does not include after call work. | number | Queue Metrics | YES | Metric | |
| Hold Time | This is the time callers were put on hold by the agent. | sum | Queue Metrics | YES | Metric | |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and Queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | max | Queue Metrics | YES | Metric | |
| Longest Total Duration | The longest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or the in case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work. | max | Queue Metrics | YES | Metric | |
| MAX % Talk Time | Highest percentage value for inbound talk time over Inbound Calls total duration. | max | Queue Metrics | YES | Metric | |
| MAX CSAT Score | Highest CSAT score received. | max | 0 | Queue Metrics | YES | Metric |
| MAX Calls | Highest number of calls handled in the Queue regardless of direction or type for the given time frame and Queue(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | max | 00 | Queue Metrics | YES | Metric |
| MIN % Talk Time | Lowest percentage value for inbound talk time over inbound calls total duration. | min | 00.0% | Queue Metrics | YES | Metric |
| MIN CSAT Score | Lowest CSAT score received. | min | 0 | Queue Metrics | YES | Metric |
| MIN Calls | Lowest number of calls handled in the Queue regardless of direction or type for the given time frame and Queue(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | min | 00 | Queue Metrics | YES | Metric |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | Queue Metrics | YES | Metric | |
| Shortest Total Duration | The shortest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected. It does not include After Call Work. | min | Queue Metrics | YES | Metric | |
| Talk Time | Calculates the total talk time for Inbound Calls and Outbound Calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor the time spent in After Call Work, but it includes hold time during the call. | number | Queue Metrics | YES | Metric | |
| Total Calls | Number of calls handled in the Queue regardless of direction or type for the given time frame and Queue(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | number | Queue Metrics | YES | Metric | |
| Total Duration | The actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected. It does not include After Call Work. | sum | Queue Metrics | YES | Metric | |
| % Outbound Calls | Percentage of Outbound Calls Connected and Not Connected over Total Calls. | number | 00.0% | Queue Outbound Metrics | YES | Metric |
| % Outbound Calls Connected | Percentage of Outbound Calls Connected over Total Outbound Calls. | number | 00.0% | Queue Outbound Metrics | YES | Metric |
| % Outbound Calls Not Connected | Percentage of Outbound Calls Not Connected over Total Outbound Calls. | number | 00.0% | Queue Outbound Metrics | YES | Metric |
| % Outbound Calls Voicemail | Percentage of Outbound Calls Voicemail over Total Outbound Calls. | number | 00.0% | Queue Outbound Metrics | YES | Metric |
| % Talk Time | Inbound Talk Time over Inbound Calls Total Duration. | number | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG % Outbound Calls | Average percentage of Outbound Calls over Total Outbound Calls. | average | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG % Outbound Calls Connected | Average percentage of Outbound Calls Connected over Total Outbound Calls. | average | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG % Outbound Calls Not Connected | Average percentage of Outbound Calls Not Connected over Total Outbound Calls. | average | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG % Outbound Calls Voicemail | Average percentage of Outbound Calls Voicemail over Total Outbound Calls. | average | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG % Talk Time | Average percentage of the Talk Time over Outbound Calls Total Duration. | average | 00.0% | Queue Outbound Metrics | YES | Metric |
| AVG CSAT Score | Average of the CSAT scores received for the calls where a valid CSAT score was received. | average | 0 | Queue Outbound Metrics | YES | Metric |
| AVG Hold Time | Average time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during Inbound Calls and Outbound Calls via the keypad, and does not include holds that are a result of transfers. | average | Queue Outbound Metrics | YES | Metric | |
| AVG Outbound Calls | Average number of Outbound Calls handled for the given time frame and Queue(s). It includes outbound connected and outbound not connected. | average | 00 | Queue Outbound Metrics | YES | Metric |
| AVG Outbound Calls Connected | Average number of Outbound Calls connected for the given time frame and Queue(s). | average | 00 | Queue Outbound Metrics | YES | Metric |
| AVG Outbound Calls Not Connected | Average number of Outbound Calls not connected for the given time frame and Queue(s). | average | 00 | Queue Outbound Metrics | YES | Metric |
| AVG Outbound Calls Voicemail | Average number of Outbound Calls where voicemail was recorded for the given time frame and Queue(s). | average | 00 | Queue Outbound Metrics | YES | Metric |
| AVG Talk Time | Calculates the average talk time for Inbound Calls and Outbound Calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | number | Queue Outbound Metrics | YES | Metric | |
| AVG Total Duration | Average duration of calls, the timer begins when the far end connects with the system or in the case of an Outbound Call when the system connects with the far end. It terminates when the calls is disconnected. It does not include After Call Work. | number | Queue Outbound Metrics | YES | Metric | |
| Hold Time | The time the caller was placed on hold during the call. This metric counts only instances in which the agent placed the caller on hold during Inbound and Outbound calls via the keypad. It does not include holds that are a result of transfers. | sum | Queue Outbound Metrics | YES | Metric | |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | max | Queue Outbound Metrics | YES | Metric | |
| Longest Total Duration | The longest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an Outbound Call when the system connects with the far end. It terminates when the calls is disconnected. It does not include After Call Work. | max | Queue Outbound Metrics | YES | Metric | |
| MAX % Outbound Calls | Maximum percentage of Outbound Calls over Total Calls. | max | 00.0% | Queue Outbound Metrics | YES | Metric |
| MAX % Outbound Calls Connected | Maximum percentage of Outbound Calls Connected over Total Outbound Calls. | max | 00.0% | Queue Outbound Metrics | YES | Metric |
| MAX % Outbound Calls Not Connected | Maximum percentage of Outbound Calls Not Connected over Total Outbound Calls. | max | 00.0% | Queue Outbound Metrics | YES | Metric |
| MAX % Outbound Calls Voicemail | Maximum percentage of Outbound Calls Voicemail over Total Outbound Calls. | max | 00.0% | Queue Outbound Metrics | YES | Metric |
| MAX CSAT Score | Highest CSAT score received. | max | 0 | Queue Outbound Metrics | YES | Metric |
| MAX Outbound Calls | Highest number of Outbound Calls recorded for the given time frame and Queue(s). | max | 00 | Queue Outbound Metrics | YES | Metric |
| MAX Outbound Calls Connected | Highest number of Outbound Calls connected recorded for the given time frame and Queue(s). | max | 00 | Queue Outbound Metrics | YES | Metric |
| MAX Outbound Calls Not Connected | Highest number of Outbound Calls not connected for the given time frame and Queue(s). | max | 00 | Queue Outbound Metrics | YES | Metric |
| MAX Outbound Calls Voicemail | Highest number of Outbound Calls where voicemails were recorded for the given time frame and Queue(s). | max | 00 | Queue Outbound Metrics | YES | Metric |
| MIN % Outbound Calls | Minimum percentage of Outbound Calls over Total Calls. | min | 00.0% | Queue Outbound Metrics | YES | Metric |
| MIN % Outbound Calls Connected | Minimum percentage of Outbound Calls Connected over Total Outbound Calls. | min | 00.0% | Queue Outbound Metrics | YES | Metric |
| MIN % Outbound Calls Not Connected | Minimum percentage of Outbound Calls Not Connected over Total Outbound Calls. | min | 00.0% | Queue Outbound Metrics | YES | Metric |
| MIN % Outbound Calls Voicemail | Minimum percentage of Outbound Calls Voicemail over Total Outbound Calls. | min | 00.0% | Queue Outbound Metrics | YES | Metric |
| MIN % Talk Time | Lowest percentage value for inbound talk time over Inbound Calls Total Duration. | min | 00.0% | Queue Outbound Metrics | YES | Metric |
| MIN CSAT Score | Lowest CSAT score received. | min | 0 | Queue Outbound Metrics | YES | Metric |
| MIN Outbound Calls | Lowest number of Outbound Calls recorded for the given time frame and queue(s). | min | 00 | Queue Outbound Metrics | YES | Metric |
| MIN Outbound Calls Connected | Lowest number of Outbound Calls connected for the given time frame and Queue(s). | min | 00 | Queue Outbound Metrics | YES | Metric |
| MIN Outbound Calls Not Connected | Lowest number of Outbound Calls not connected for the given time frame and Queue(s). | min | 00 | Queue Outbound Metrics | YES | Metric |
| MIN Outbound Calls Voicemail | Lowest number of Outbound Calls not connected where voicemails were left for the given time frame and queue(s). | min | 00 | Queue Outbound Metrics | YES | Metric |
| Outbound Calls Connected | Calls initiated by the agent with a successful connection. Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable). | sum | 00 | Queue Outbound Metrics | YES | Metric |
| Outbound Calls Not Connected | Calls that are hung up by the agent before the call is connected to voicemail or the customer. Connection timed-out and call was not connected to the customer or voicemail. | sum | 00 | Queue Outbound Metrics | YES | Metric |
| Outbound Calls Voicemail | Calls initiated by the agent that ended with the agent leaving a voicemail. | sum | 00 | Queue Outbound Metrics | YES | Metric |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and Queue(s). The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | Queue Outbound Metrics | YES | Metric | |
| Shortest Total Duration | The shortest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an Outbound Call when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work. | min | Queue Outbound Metrics | YES | Metric | |
| Talk Time | Calculates the total talk time for inbound and outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | sum | Queue Outbound Metrics | YES | Metric | |
| Total Outbound Calls | Calls initiated by the agent regardless of successful connection or not. Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable). | sum | 00 | Queue Outbound Metrics | YES | Metric |
Updated 4 days ago
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