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Real-Time Metrics by Category

The following is a breakdown of all real-time metrics by their respective categories: agent, campaign, list, skill, service, and team. Some metrics fall into several categories. For complete definitions of these metrics, please see List of All Real-time Metrics.

Agent Metrics

Agent Idle Time
Agent State
Average ACW Time
Average Handle time
Average Idle Time
Average Preview Time
Average Sentiment
Calendar Reminders
Calendar Reminders in the Past
Callback Attempts Made for the Day
Completed Records With Personal Agent Assignments
Custom Survey Metric 1
Custom Survey Metric 2
Customer Satisfaction
First Call Resolution
Inbound Calls Duration Average for the Day
Inbound Calls Duration Total for the Day
Inbound Calls Rejected or Unanswered by Agents for the Day
Inbound Calls Released by Agents for the Day
Inbound Emails Carried Over from Previous Day
Inbound Emails Carried Over from Previous Day for New Cases
Inbound Emails Closed Without Reply for the Day
Inbound Emails Currently on Agents, Saved in Personal Queues
Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
Inbound Emails Offered to Agent for the Day
Inbound Emails Pulled by Agent for the Day
Inbound Emails Replied for the Day
Inbound Emails Unanswered for the Day
Inbound Interactions Being Put on Hold by Agent(s) for the Day
Inbound Interactions Currently Handled by Agents
Inbound Interactions Handled by Agents for the Day
Inbound Interactions Received for the Day for New Cases
Inbound Interactions Transferred by Agents for the Day
Inbound Transfers Received for the Day
Most Frequent Dispositions
My ACW Time
My Break Time
My Busy Time
My Ready Time
My Success Rate
Net Promoter Score
Number of Inbound Emails Joined to Already Existing Case, Per Day
Number of Interactions on Agent
Number of Interactions Recategorized to a Different Service by Agents
Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
Occupancy in Campaign/Service
Outbound Calls Duration Average for the Day
Outbound Calls Duration Total for the Day
Outbound Calls Rejected or Unanswered by Agents for the Day
Outbound Emails Currently on Agents, Saved in Personal Queues
Outbound Interactions Handled by Agents for the Da/ Number of Unsolicited Emails and Follow-up Responses
Percentage of Records Skipped for the Day
Records Previewed for the Day
Records Skipped for the Day
Remaining Records with Personal Agent Assignments
Time in Preview
Unique Inbound Calls Handled by Agents for the Day
Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day

Campaign Metrics

Agent Idle Time
Agents Busy With Interactions of this Service
Agents in ACW State
Agents Ready
Average ACW Time
Average Handle Time
Average Idle Time
Average Preview Time
Average Sentiment
Average Speed of Answer/ AverageTtime to Reply
Average Success Rate - Percentage of Successful Call Attempts
Busy Agents
Call Handling Rate Per Hour
Callback Attempts Failed for the Day
Callback Attempts Made for the Day
Callbacks Abandoned During Colleciton of Callback Data for the Day
Callbacks Attempts Reconnected to Customers for the Day
Callbacks Cancelled for the Day
Callbacks Currently Waiting in Queue
Callbacks Requested for the Day
Callbacks Successfully Scheduled for the Day
Campaign Mode
Completed Records in Active Lists
Completed Records With Personal Agent Assignments
Estimated Campaign Duration
Estimated Wait Time
Inbound Calls Abandoned for the Day
Inbound Calls Abandoned in IVR for the Day
Inbound Calls Abandoned in Queue for the Day
Inbound Calls Abandoned While Ringing for the Day
Inbound Calls Currently in IVR
Inbound Calls Currently Ringing
Inbound Calls Dropped by System in IVR for the Day
Inbound Calls Dropped by System in Queue for the Day
Inbound Calls Dropped by System While Ringing for the Day
Inbound Calls Duration Average for the Day
Inbound Calls Duration Total for the Day
Inbound Calls First Time Queued for the Day
Inbound Calls Queued for the Day
Inbound Calls Rejected or Unanswered by Agents for the Day
Inbound Calls Released by Agents for the Day
Inbound Calls Released by Callers for the Day
Inbound Calls Routed to Agents for the Day
Inbound Calls Self Serviced for the Say
Inbound Calls Short Abandoned in Queue for the Day
Inbound Emails Carried Over from Previous Day
Inbound Emails Carried Over from Previous Day for New Cases
Inbound Emails Closed Without Reply for the Day
Inbound Emails Currently on Agents, Saved in Personal Queues
Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
Inbound Emails Offered to Agent for the Day
Inbound Emails Pulled by Agent for the Day
Inbound Emails Replied for the Day
Inbound Emails Unanswered for the Day
Inbound Interactions Being Put on Hold by Agent(s) for the Day
Inbound Interactions Currently in IVR, Queue or on Agents
Inbound Interactions Currently in Queue
Inbound Interactions Handled by Agents for the Day
Inbound Interactions Received for the Day
Inbound Interactions Received for the Day for New Cases
Inbound Interactions Transferred by Agents for the Day
Inbound Service Level Target
Inbound Service Level Threshold
Inbound Transfers Received for the Day
Logged-in Agents
Max Inbound Wait Time
My Success Rate
My Team Success Rate
Not Ready Agents
Number of Inbound Emails Joined to Already Existing Case, Per Day
Number of Interactions on Agent
Number of Interactions Re-categorized from a Different Service by Agents
Number of Interactions Recategorized to a Different Service by Agents
Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
Number of Records Excluded by DNC Lists from Active Lists
Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
Occupancy in Campaign/Service
Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day
Outbound Call Attempts Currently in Progress
Outbound Call Attempts for the Day
Outbound Calls Abandoned at Any Stage for the Day
Outbound Calls Abandoned in IVR for the Day
Outbound Calls Abandoned in Queue for the Day
Outbound Calls Abandoned While Ringing for the Day
Outbound Calls Attemtps Failed for the Day
Outbound Calls Currently in IVR
Outbound Calls Currently in Queue
Outbound Calls Delivered to Agents and Currently Ringing
Outbound Calls Dropped in IVR for the Day
Outbound Calls Dropped in Queue for the Day
Outbound Calls Dropped While Ringing for the Day
Outbound Calls Duration Average for the Day
Outbound Calls Duration Total for the Day
Outbound Calls Queued for the Day
Outbound Calls Rejected or Unanswered by Agents for the Day
Outbound Calls Released by Agent for the Day
Outbound Calls Released by Remote Party for the Day
Outbound Calls Routed to Agents for the Day
Outbound Calls Self Serviced for the Day
Outbound Calls Transferred by Agents for the Day
Outbound Current Calling Rate
Outbound Emails Currently on Agents, Saved in Personal Queues
Outbound Interactions Currently Handled by Agents
Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses
Outbound Successful Calls Attempts for the Day
Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day
Percentage of Inbound Calls Abandoned for the Day
Percentage of Inbound Calls Abandoned in Queue for the Day
Percentage of Inbound Calls Handled for the Day
Percentage of Inbound Calls Short Abandoned in Queue for the Day
Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls
Percentage of Inbound Interactions Answered in Service Level Over the Day
Percentage of Outbound Calls Abandoned at Any Stage for the Day
Percentage of Outbound Calls Abandoned in IVR for the Day
Percentage of Outbound Calls Abandoned in Queue for the Day
Percentage of Outbound Successful Call Attempts for the Day
Percentage of Records Attempted for the Day
Percentage of Records Completed for the Day
Percentage of Records Completed in Active Lists
Percentage of Records Skipped for the Day
Records Attempted for the Day
Records Completed for the Day
Records Dialable Right Now
Records Expired
Records Previewed for the Day
Records Skipped for the Day
Records State Chart
Remaining Records in Active Lists
Remaining Records with Personal Agent Assignments
Time in Preview
Total Number of Records in Active Lists
Unique Inbound Calls Handled by Agents for the Day
Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day

List Metrics

Completed Records in Active Lists
Completed Records With Personal Agent Assignments
Number of Records Excluded by DNC Lists from Active Lists
Number of Records With a Success Disposition
Percentage of Records Attempted for the Day
Percentage of Records Completed for the Day
Percentage of Records Completed in Active Lists
Quota of Successes for the Calling List Quota Group
Records Attempted for the Day
Records Completed for the Day
Records Dialable Right Now
Records Expired
Records State Chart
Remaining Records in Active Lists
Remaining Records with Personal Agent Assignments
Total Number of Records in Active Lists

Skill Metrics

Agents Ready
Inbound Interactions Currently in Queue
Logged-in Agents
Max Inbound Wait Time

Service Metrics

Agents Busy With Interactions of this Service
Agents in ACW State
Agents Ready
Average ACW Time
Average Handle Time
Average Idle Time
Average Preview Time
Average Speed of Answer/ AverageTtime to Reply
Busy Agents
Callback Attempts Failed for the Day
Callback Attempts Made for the Day
Callbacks Abandoned During Colleciton of Callback Data for the Day
Callbacks Attempts Reconnected to Customers for the Day
Callbacks Cancelled for the Day
Callbacks Currently Waiting in Queue
Callbacks Requested for the Day
Callbacks Successfully Scheduled for the Day
Completed Records in Active Lists
Completed Records With Personal Agent Assignments
Custom Survey Metric 1
Custom Survey Metric 2
Customer Satisfaction
Estimated Campaign Duration
Estimated Wait Time
First Call Resolution
Inbound Calls Abandoned for the Day
Inbound Calls Abandoned in IVR for the Day
Inbound Calls Abandoned in Queue for the Day
Inbound Calls Abandoned While Ringing for the Day
Inbound Calls Currently in IVR
Inbound Calls Currently Ringing
Inbound Calls Dropped by System in IVR for the Day
Inbound Calls Dropped by System in Queue for the Day
Inbound Calls Dropped by System While Ringing for the Day
Inbound Calls Duration Average for the Day
Inbound Calls Duration Total for the Day
Inbound Calls First Time Queued for the Day
Inbound Calls Queued for the Day
Inbound Calls Rejected or Unanswered by Agents for the Day
Inbound Calls Released by Agents for the Day
Inbound Calls Released by Callers for the Day
Inbound Calls Routed to Agents for the Day
Inbound Calls Self Serviced for the Say
Inbound Emails Carried Over from Previous Day
Inbound Emails Carried Over from Previous Day for New Cases
Inbound Emails Closed Without Reply for the Day
Inbound Emails Currently on Agents, Saved in Personal Queues
Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time
Inbound Emails Replied for the Day
Inbound Emails Unanswered for the Day
Inbound Interactions Currently in IVR, Queue or on Agents
Inbound Interactions Currently in Queue
Inbound Interactions Handled by Agents for the Day
Inbound Interactions Received for the Day
Inbound Interactions Received for the Day for New Cases
Inbound Interactions Transferred by Agents for the Day
Inbound Service Level Target
Inbound Service Level Threshold
Inbound Transfers Received for the Day
Logged-in Agents
Max Inbound Wait Time
Net Promoter Score
Not Ready Agents
Number of Inbound Emails Joined to Already Existing Case, Per Day
Number of Interactions Re-categorized from a Different Service by Agents
Number of Interactions Recategorized to a Different Service by Agents
Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes
Number of Records Excluded by DNC Lists from Active Lists
Number of Records in Quota Groups That Reached Quota Limits
Number of Records With a Success Disposition
Number of Unsolicited Emails and Follow-up Responses Started and Discarded by Agents for the Day
Occupancy in Campaign/Service
Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day
Outbound Call Attempts Currently in Progress
Outbound Call Attempts for the Day
Outbound Calls Abandoned at Any Stage for the Day
Outbound Calls Abandoned in IVR for the Day
Outbound Calls Abandoned in Queue for the Day
Outbound Calls Abandoned While Ringing for the Day
Outbound Calls Attemtps Failed for the Day
Outbound Calls Currently in IVR
Outbound Calls Currently in Queue
Outbound Calls Delivered to Agents and Currently Ringing
Outbound Calls Dropped in IVR for the Day
Outbound Calls Dropped in Queue for the Day
Outbound Calls Dropped While Ringing for the Day
Outbound Calls Duration Average for the Day
Outbound Calls Duration Total for the Day
Outbound Calls Queued for the Day
Outbound Calls Rejected or Unanswered by Agents for the Day
Outbound Calls Released by Agent for the Day
Outbound Calls Released by Remote Party for the Day
Outbound Calls Routed to Agents for the Day
Outbound Calls Self Serviced for the Day
Outbound Calls Transferred by Agents for the Day
Outbound Current Calling Rate
Outbound Interactions Currently Handled by Agents
Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses
Outbound Successful Calls Attempts for the Day
Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day
Percentage of Inbound Calls Abandoned for the Day
Percentage of Inbound Calls Abandoned in Queue for the Day
Percentage of Inbound Calls Handled for the Day
Percentage of Inbound Calls Short Abandoned in Queue for the Day
Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls
Percentage of Inbound Interactions Answered in Service Level Over the Day
Percentage of Outbound Calls Abandoned at Any Stage for the Day
Percentage of Outbound Calls Abandoned in IVR for the Day
Percentage of Outbound Calls Abandoned in Queue for the Day
Percentage of Outbound Successful Call Attempts for the Day
Percentage of Records Attempted for the Day
Percentage of Records Completed for the Day
Percentage of Records Completed in Active Lists
Percentage of Records Skipped for the Day
Records Attempted for the Day
Records Completed for the Day
Records Dialable Right Now
Records Expired
Records Previewed for the Day
Records Skipped for the Day
Records State Chart
Remaining Records in Active Lists
Remaining Records with Personal Agent Assignments
Total Number of Records in Active Lists
Unique Inbound Calls Handled by Agents for the Day

Team Metrics

Agents in ACW State
Agents Ready
Average ACW Time
Average Handle Time
Average Idle Time
Busy Agents
Calendar Reminders
Calendar Reminders in the Past
Call Handling Rate Per Hour
Custom Survey Metric 1
Custom Survey Metric 2
Customer Satisfaction
First Call Resolution
Inbound Interactions Handled by Agents for the Day
Logged-in Agents
My Team Success Rate
Net Promoter Score
Not Ready Agents
Occupancy in Campaign/Service
Outbound Calls Rejected or Unanswered by Agents for the Day
Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses

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