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List of Agent Metrics

This section provides detailed descriptions of the real-time metrics that apply to agents and can be displayed via the Agent Metrics View. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. Metrics here are arranged in alphabetical order.


ACW Time

Active

Agent State

Avg ACW Time

Avg Idle Time

Avg Preview Time

Avg Reply Time

BT

Busy Time

CAL Overdue

CAL Reminders

CSAT

FCR

Hold

IN Avg Handle Time

IN Avg Talk Time

IN Active

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN Handled

IN Handled New

IN Handled Unique %

IN Offered

IN Pulled

IN Rejected

IN Replied

IN Svc Changed

IN Total Talk Time

IN Transferred

IN on Hold

IN on Hold Unique

Idle Time

Lists P.A. Completed

Lists P.A. Remaining

NPS

OUT Agent Disconnected

OUT Desktop

OUT Discarded

OUT Handled

OUT Rejected

OUT Remote Disconnected

OUT Transferred

Occupancy

Preview Duration

Previewed

Ready Time

Sentiment

Skipped

Skipped %

Survey 1

Survey 2

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Contentsto top

  • Supervisor Guide
    • Introduction
  • Purpose
  • AudienceStarting Your Working Session
  • Starting Agent Desktop
  • User Interface Overview
  • Working as an Agent
  • Working as a Supervisor
  • Wallboard
  • My Grades
  • CasesViewing Real-time Metrics
  • General Information About Metric Viewing
  • Customization of Metric Views
  • Understanding Real-Time Metrics
  • Team Metrics View
  • List of Team Metrics
  • Service Metrics View
  • Service Metric Descriptions
  • Skill Metrics View
  • List of Skill Metrics
  • Agent Metrics View
  • List of Agent Metrics
    • 1.1 ACW Time
    • 1.2 Active
    • 1.3 Agent State
    • 1.4 Avg ACW Time
    • 1.5 Avg Idle Time
    • 1.6 Avg Preview Time
    • 1.7 Avg Reply Time
    • 1.8 BT
    • 1.9 Busy Time
    • 1.10 CAL Overdue
    • 1.11 CAL Reminders
    • 1.12 CSAT
    • 1.13 FCR
    • 1.14 Hold
    • 1.15 IN Avg Handle Time
    • 1.16 IN Avg Talk Time
    • 1.17 IN Active
    • 1.18 IN Breached SLA
    • 1.19 IN Carried Over
    • 1.20 IN Carried Over New
    • 1.21 IN Closed
    • 1.22 IN Desktop
    • 1.23 IN Handled
    • 1.24 IN Handled New
    • 1.25 IN Handled Unique %
    • 1.26 IN Offered
    • 1.27 IN Pulled
    • 1.28 IN Rejected
    • 1.29 IN Replied
    • 1.30 IN Svc Changed
    • 1.31 IN Total Talk Time
    • 1.32 IN Transferred
    • 1.33 IN on Hold
    • 1.34 IN on Hold Unique
    • 1.35 Idle Time
    • 1.36 Lists P.A. Completed
    • 1.37 Lists P.A. Remaining
    • 1.38 NPS
    • 1.39 OUT Agent Disconnected
    • 1.40 OUT Desktop
    • 1.41 OUT Discarded
    • 1.42 OUT Handled
    • 1.43 OUT Rejected
    • 1.44 OUT Remote Disconnected
    • 1.45 OUT Transferred
    • 1.46 Occupancy
    • 1.47 Preview Duration
    • 1.48 Previewed
    • 1.49 Ready Time
    • 1.50 Sentiment
    • 1.51 Skipped
    • 1.52 Skipped %
    • 1.53 Survey 1
    • 1.54 Survey 2
  • Real-Time Metric AlertsActive Agent Management
  • Changing Agent State
  • Individual Chat
  • Group Chat
  • Call Recording
  • Call Monitoring, Coaching, and Barge-In
  • Continuous Agent Monitoring
  • Grading Calls in Progress
  • Agent Screen Monitoring
  • Managing Calendar Events
  • Quality ManagementManaging Calendar Events
  • Working With Agent Calendars
  • How to Reassign an Event
  • How to Reassign All of an Agent’s Events to Another Agent Campaign Operation
  • General Information About Campaign Operation
  • General Campaign Metrics View
  • Individual Campaign Metrics View
  • List of Campaign Metrics
  • Quota Metrics View
  • List of Quota Metrics
  • Campaign Start and Stop
  • Lists View
  • List of List Metrics
  • Enabling and Disabling Lists within a Campaign
  • Campaign Teams View
  • Adding and Removing Campaign TeamsEmail Queue Management
  • General Information About Email Queue Management
  • Assigning Email to an Agent
  • Managing My Queues (Personal Email Queues)