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• 5.2 • 5.3

Contents

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 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 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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