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• 5.2 • 5.3

Contents

List of Statistics

The following is a grid view of all real-time statistics. For a complete list view of these statistics including definitions, see All Real-time Metrics in the Reporting Reference Guide.


Protocol Name
Name
Applicable to object type
Campaign/Service type



Item
User
Team
Service
Aux Skill
Calling List
Calling List Quota
Inbound
Outb - Preview
Outb - Predictive
Email

Agents (in a team)

 

 

 

 

 

 

 

 

 

 

 

 

agents_logged

Logged-in agents

 
 
x
x
x
 
 
x
x
x
x

agents_busy

Busy agents

 
 
x
x
 
 
 
x
x
x
x

counted by "capacity" object

Number of interactions on agent

 
x
 
 
 
 
 
x
x
x
x

agents_busy_on_service

Agents busy with interactions of this service

 
 
 
x
 
 
 
x
x
 
x

agents_ready

Ready agents

 
 
x
x
x
 
 
x
x
x
x

agents_not_ready

Not Ready agents

 
 
x
x
 
 
 
x
x
x
x

agent_occupancy

Occupancy in campaign/service

 
x
x
x
 
 
 
x
x
x
x

agent_average_idle_time

Average idle time

 
x
x
x
 
 
 
x
x
x
x

agent_preview_duration

Time in Preview

 
x
 
 
 
 
 
 
x
 
 

agent_average_preview_time

Average Preview time

 
x
 
x
 
 
 
 
x
 
 

agent_success_ratio_per_day

My Success Rate

 
x
 
 
 
 
 
x
x
x
 

agent_total_break_time

My Break Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_busy_time

My Busy Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_ACW_time

My ACW Time

 
x
 
 
 
 
 
 
 
 
 

agent_total_ready_time

My Ready Time

 
x
 
 
 
 
 
 
 
 
 

team_success_ratio_per_day

My Team Success Rate

 
 
x
 
 
 
 
x
x
x
 

Calendar entries

 

 
 
 
 
 
 
 
 
 
 
 

agent_calendar_pending

Calendar reminders

 
x
x
 
 
 
 
 
 
 
 

agent_calendar_overdue

Calendar reminders in the past

 
x
x
 
 
 
 
 
 
 
 

Calls (Inbound)

 

 

 

 

 

 

 

 

 

 

 

 

in_calls_received_per_day

Inbound interactions received for the day

 
 
 
x
 
 
 
x
 
 
x

in_transfers_received_per_day

Inbound transfers received for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_in_ivr

Inbound calls currently in IVR

 
 
 
x
 
 
 
x
 
 
 

in_calls_self_serviced_per_day

Inbound calls self serviced for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_in_ivr_per_day

Inbound calls abandoned in IVR for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_total_per_day

Inbound calls abandoned for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_percent_per_day

Percentage of inbound calls abandoned for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_in_ivr_per_day

Inbound calls dropped by system in IVR for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_queued_per_day

Inbound calls queued for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_first_time_queued_per_day

Inbound calls first time queued for the day

 
 
 
 
 
 
 
x
 
 
 

in_calls_waiting

Inbound interactions currently in queue

 
 
 
x
x
 
 
x
 
 
x

in_calls_in_progress (renamed from in_calls_waiting_or_active, merged with in_email_waiting_in_all_queues)

Inbound interactions currently in IVR, queue or on agents

 
 
 
x
 
 
 
x
 
 
x

in_calls_abandoned_in_queue_per_day

Inbound calls abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_abandoned_in_queue_ratio_per_day

Percentage of inbound calls abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_short_abandoned_in_queue_per_day

Inbound calls short abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_short_abandoned_in_queue_ratio_per_day

Percentage of inbound calls short abandoned in queue for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_in_queue_per_day

Inbound calls dropped by system in queue for the day

 
 
 
x
 
 
 
x
 
 
 

service_level

Percentage of inbound interactions answered in Service Level

 
 
 
x
 
 
 
x
 
 
x

service_level_target

Inbound Service Level target

 
 
 
x
 
 
 
x
 
 
x

service_level_threshold_time

Inbound Service Level threshold

 
 
 
x
 
 
 
x
 
 
x

in_max_wait_time

Max inbound wait time

 
 
 
x
x
 
 
x
 
 
 

in_ewt

Estimated wait time

 
 
 
x
 
 
 
x
 
 
 

in_calls_routed_per_day

Inbound calls routed to agents for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_ringing

Inbound calls currently ringing

 
 
 
x
 
 
 
x
 
 
 

in_calls_handled_per_day

Inbound interactions handled by agents for the day

 
x
x
x
 
 
 
x
 
 
x

in_calls_handled_percent_per_day

Percentage of inbound calls handled for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_first_time_handled_per_day

Unique Inbound calls handled by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_put_on_hold_per_day

Inbound interactions being put on hold by agent(s) for the day

 
x
 
 
 
 
 
x
 
 
 

in_calls_first_time_put_on_hold_per_day

Unique inbound interactions being put on hold by agent(s) for the day

 
x
 
 
 
 
 
x
 
 
 

in_calls_rejected_per_day

Inbound calls rejected or unanswered by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_abandoned_ringing_per_day

Inbound calls abandoned while ringing for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_ringing_per_day

Inbound calls dropped by system while ringing for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_active_on_agents (renamed from in_calls_talking)

Inbound interactions currently handled by agents

 
x
 
x
x
 
 
x
 
 
x

in_calls_disconnected_talking_per_day

Inbound calls released by callers for the day

 
 
 
x
 
 
 
x
 
 
 

in_calls_dropped_talking_per_day

Inbound calls released by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_duration_average_per_day

Inbound calls duration average for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_duration_total_per_day

Inbound calls duration total for the day

 
x
 
x
 
 
 
x
 
 
 

in_calls_transferred_per_day

Inbound interactions transferred by agents for the day

 
x
 
x
 
 
 
x
 
 
 

in_average_speed_of_answer

For calls, average speed of answer. For emails, average time to reply

 
 
 
x
 
 
 
x
 
 
x

calls_average_handling_time_per_day

Average Handle time

 
x
x
 
 
 
 
x
x
x
x

calls_average_acw_time_per_day

Average ACW Time

 
x
x
x
 
 
 
x
x
x
 

agent_call_handling_rate

Call handling rate per hour

 
 
x
 
 
 
 
x
x
x
 

in_callbacks_requested_per_day

Callbacks requested for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_abandoned_per_day

Callbacks abandoned during colleciton of callback data for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_queued_per_day

Callbacks successfully scheduled for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_waiting

Callbacks currently waiting in queue

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_cancelled_per_day

Callbacks cancelled for the day

 
 
 
x
 
 
 
x
 
 
 


Callback attempts made for the day

 
x
 
x
 
 
 
x
 
 
 

in_callbacks_failed_per_day

Callback attempts failed for the day

 
 
 
x
 
 
 
x
 
 
 

in_callbacks_answered_per_day

Callbacks attempts reconnected to customers for the day

 
 
 
x
 
 
 
x
 
 
 

 

 

 
 
 
 
 
 
 
 
 
 
 

Records (lists, outbound campaigns, inbound services)

 

 

 

 

 

 

 

 

 

 

 

 

records_total

Total number of records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_completed

Completed records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_with_assigned_agents_completed

Completed records with personal agent assignments

 
X
 
X
 
X
 
 
X
 
 

records_remaining

Remaining records in active lists

 
 
 
X
 
X
X
 
X
X
 

records_quota

Quota of successes for the calling list quota group

 
 
 
 
 
 
X
 
 
 
 

records_successes

Number of records with a success disposition

 
 
 
X
 
 
X
 
 
 
 

records_out_of_quota

Number of records in quota groups that reached quota limits

 
 
 
X
 
 
 
 
 
 
 

records_with_assigned_agents_remaining

Remaining rercords with personal agent assignments

 
X
 
X
 
X
 
 
X
 
 

records_in_dnc

Number of records excluded by DNC lists from Active Lists

 
 
 
X
 
X
 
 
X
X
 

records_attempted_per_day

Records attempted for the day

 
 
 
X
 
X
 
 
X
X
 

records_attempted_ratio_per_day

Percentage of records attempted for the day

 
 
 
X
 
X
 
 
X
X
 

records_accepted_per_day

Records previewed for the day

 
X
 
X
 
 
 
 
X
 
 

records_skipped_per_day

Records skipped for the day

 
X
 
X
 
 
 
 
X
 
 

records_skipped_ratio_per_day

Percentage of records skipped for the day

 
X
 
X
 
 
 
 
X
 
 

records_completed_per_day

Records completed for the day

 
 
 
X
 
X
 
 
X
X
 

records_completed_ratio_per_day

Percentage of records completed for the day

 
 
 
X
 
X
 
 
X
X
 

records_completed_ratio

Percentage of records completed in active lists

 
 
 
X
 
X
 
 
X
X
 

records_progress

Records state chart

 
 
 
X
 
X
 
 
X
X
 

records_dialable

Records Dialable Right Now

 
 
 
X
 
X
 
 
X
X
 

records_expired

Records Expired

 
 
 
X
 
X
 
 
X
X
 

Campaign state (Outbound)

 

 

 

 

 

 

 

 

 

 

 

 

out_campaign_mode

Campaign mode

 
 
 
 
 
 
 
 
X
X
 

out_campaign_duration_forecast

Estimated campaign duration

 
 
 
X
 
 
 
 
X
X
 

out_average_success_rate

Average Success Rate - percentage of successful call attempts

 
 
 
 
 
 
 
 
 
X
 

Dispositions

 

 

 

 

 

 

 

 

 

 

 

 

calls_dispositions_per_day

 

 
X
 
X
 
 
 
X
X
X
 

calls_dispositions_ratio_per_day

 

 
 
 
X
 
 
 
X
X
X
 

Calls (Outbound Dialer)

 

 

 

 

 

 

 

 

 

 

 

 

out_calls_current_call_rate

Outbound current calling rate

 
 
 
X
 
 
 
 
X
X
 

out_calls_placed_per_day

Outbound call attempts for the day

 
 
 
X
 
 
 
X
X
X
 

out_calls_in_progress

Outbound call attempts currently in progress

 
 
 
X
 
 
 
x
x
X
 

out_calls_failed_per_day

Outbound calls attemtps failed fo the day

 
 
 
x
 
 
 
x
x
x
 

out_calls_answered_per_day

Outbound successful calls attempts for the day

 
 
 
x
 
 
 
x
X
X
 

out_calls_answered_ratio_per_day

Percentage of outbound successful call attempts for the day

 
 
 
X
 
 
 
x
x
X
 

out_calls_in_ivr

Outbound calls currently in IVR

 
 
 
x
 
 
 
 
 
x
 

out_calls_self_serviced_per_day

Outbound calls self serviced for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_in_ivr_per_day

Outbound calls abandoned in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_abandoned_in_ivr_ratio_per_day

Percentage of outbound calls abandoned in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_in_ivr_per_day

Outbound calls dropped in IVR for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_queued_per_day

Outbound calls queued for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_waiting

Outbound calls currently in queue

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_in_queue_per_day

Outbound calls abandoned in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_abandoned_in_queue_ratio_per_day

Percentage of outbound calls abandoned in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_in_queue_per_day

Outbound calls dropped in queue for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_unattended_per_day

Outbound answered calls that did not connect to agent in compliance time, per day

 
 
 
X
 
 
 
 
 
X
 

out_calls_unattended_ratio_per_day

Percentage of calls that did not connect to agent in compliance time, per day

 
 
 
x
 
 
 
 
 
x
 

out_calls_routed_per_day

Outbound calls routed to agents for the day

 
 
 
x
 
 
 
 
 
x
 

out_calls_ringing

Outbound calls delivered to agents and currently ringing

 
 
 
x
 
 
 
 
 
x
 

out_calls_abandoned_ringing_per_day

Outbound calls abandoned while ringing for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_dropped_ringing_per_day

Outbound calls dropped while ringing for the day

 
 
 
X
 
 
 
 
 
X
 

out_calls_duration_average_per_day

Outbound calls duration average for the day

 
x
 
x
 
 
 
 
x
x
 

out_calls_duration_total_per_day

Outbound calls duration total for the day

 
x
 
x
 
 
 
 
x
x
 

out_calls_rejected_per_day

Outbound calls rejected or unanswered by agents for the day

 
X
X
X
 
 
 
 
 
x
 

out_calls_handled_per_day

Outbound interactions handled by agents for the day. For email - number of unsolicited emails and follow-up responses.

 
x
x
x
 
 
 
 
 
x
x

out_calls_active_on_agents (renamed from out_calls_talking)

Outbound interactions currently handled by agents

 
 
 
x
 
 
 
 
x
x
x

out_calls_disconnected_talking_per_day

Outbound calls released by remote party for the day

 
 
 
x
 
 
 
 
x
x
 

out_calls_dropped_talking_per_day

Outbound calls released by agent for the day

 
 
 
x
 
 
 
 
x
x
 

out_calls_transferred_per_day

Outbound calls transferred by agents for the day

 
 
 
x
 
 
 
 
x
x
x

out_calls_in_progress (renamed from out_calls_in_progress_or_active)

Outbound interactions in any stage

 
 
 
x
 
 
 
 
x
x
 

out_calls_abandoned_per_day

Outbound calls abandoned at any stage for the day

 
 
 
X
 
 
 
X
 
X
 

out_calls_abandoned_ratio_per_day

Percentage of outbound calls abandoned at any stage for the day

 
 
 
X
 
 
 
X
 
X
 


Email

 

 
 
 
 
 
 
 
 
 
 
 

in_emails_joined_existing_queue

number of inbound emails joined to already existing case, per day

 
x
 
x
 
 
 
 
 
 
x

in_email_received_new_per_day

Inbound interactions received for the day for new cases

 
x
 
x
 
 
 
 
 
 
x

in_email_carried_over

Inbound emails carried over from previous day

 
x
 
x
 
 
 
 
 
 
x

in_email_carried_over_new

Inbound emails carried over from previous day for new cases

 
x
 
x
 
 
 
 
 
 
x

in_email_offered_per_day

Inbound emails offered to agent for the day

 
x
 
 
 
 
 
 
 
 
x

in_email_pulled_per_day

Inbound emails pulled by agent for the day

 
x
 
 
 
 
 
 
 
 
x

in_email_processed_replied_per_day

Inbound emails replied for the day

 
x
 
x
 
 
 
 
 
 
x

in_email_processed_noreply_per_day

Inbound emails closed without reply for the day

 
x
 
x
 
 
 
 
 
 
x

in_email_handled_new_per_day

Number of new emails processed by agents, including replied, closed without reply, transferred and service changes

 
x
 
x
 
 
 
 
 
 
x

in_email_waiting_in_personal_queues

Inbound emails currently on agents, saved in personal queues

 
x
 
x
 
 
 
 
 
 
x

in_email_waiting_in_pq_breached_sla

Inbound emails currently on agents, saved in personal queues, waiting in excess of SLA time

 
x
 
x
 
 
 
 
 
 
x

out_email_discarded_per_day

Number of unsolicited emails and follow-up responses started and discarded by agents for the day

 
x
 
x
 
 
 
 
 
 
x

out_email_waiting_in_personal_queues

Outbound emails currently on agents, saved in personal queues

 
x
 
 
 
 
 
 
 
 
x

in_service_changed_per_day

Number of interactions recategorized to a different service by agents

 
x
 
x
 
 
 
 
 
 
x

in_service_change_received_per_day

Number of interactions re-categorized from a different service by agents

 
 
 
x
 
 
 
 
 
 
x

Configuration and runtime attributes

 

 

 

 

 

 

 

 

 

 

 

 

item_id

 

X
 
 
 
 
 
 
 
 
 
 

user_id

 

 
X
 
 
 
 
 
 
 
 
 

team_id

 

 
X
X
 
 
 
 
 
 
 
 

service_id

 

X
 
 
X
 
 
 
 
 
 
 

list_id

 

 
 
 
 
 
X
 
 
 
 
 

name

 

 
 
X
X
 
X
 
 
 
 
 

firstname

 

 
X
 
 
 
 
 
 
 
 
 

lastname

 

 
X
 
 
 
 
 
 
 
 
 

login_id

 

 
X
 
 
 
 
 
 
 
 
 

extension

 

 
X
 
 
 
 
 
 
 
 
 

is_logged

 

 
X
 
 
 
 
 
 
 
 
 

login_time

 

 
X
 
 
 
 
 
X
X
X
 

acd_state

 

 
X
 
 
 
 
 
X
X
X
 

state_duration

 

 
X
 
 
 
 
 
X
X
X
 

reason

 

 
X
 
 
 
 
 
X
X
X
 

acd_next_state

 

 
X
 
 
 
 
 
X
X
X
 

next_reason

 

 
X
 
 
 
 
 
X
X
X
 

active_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_service_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_service_name

 

 
X
 
 
 
 
 
X
X
X
 

active_item_media_type

 

 
X
 
 
 
 
 
X
X
X
 

active_item_state

 

 
X
 
 
 
 
 
X
X
X
 

active_item_direction

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_name

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_firstname

 

 
X
 
 
 
 
 
X
X
X
 

active_item_party_lastname

 

 
X
 
 
 
 
 
X
X
X
 

active_item_is_flagged

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_user

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_mode

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitor_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_qm_monitored_item_id

 

 
X
 
 
 
 
 
X
X
X
 

active_item_talk_duration

 

 
X
 
 
 
 
 
X
X
X
 

active_item_hold_duration

 

 
X
 
 
 
 
 
X
X
X
 

items

 

 
X
 
 
 
 
 
 
 
 
 

media_type

 

X
 
 
 
 
 
 
 
 
 
 

state

 

X
 
 
X
 
 
 
 
 
 
 

direction

 

X
 
 
 
 
 
 
 
 
 
 

service_name

 

X
 
 
 
 
 
 
 
 
 
 

party_name

 

X
 
 
 
 
 
 
 
 
 
 

party_firstname

 

X
 
 
 
 
 
 
 
 
 
 

party_lastname

 

X
 
 
 
 
 
 
 
 
 
 

is_flagged

 

X
 
 
 
 
 
 
 
 
 
 

qm_is_recording

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_user

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_mode

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitor_item_id

 

X
 
 
 
 
 
 
 
 
 
 

qm_monitored_item_id

 

X
 
 
 
 
 
 
 
 
 
 

talk_duration

 

X
 
 
 
 
 
 
 
 
 
 

hold_duration

 

X
 
 
 
 
 
 
 
 
 
 

priority

 

 
 
 
 
 
X
 
 
 
 
 

state_reason

 

 
 
 
X
 
 
 
 
 
 
 

is_enabled

 

 
 
X
 
 
X
 
 
 
 
 

ratio

 

 
 
 
 
 
X
 
 
 
 
 

outbound_campaign_link_group

 

 
 
 
X
 
 
 
 
 
 
 
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