agents_logged

Logged-in agents

agents_busy

Busy agents

agents_in_wrap_up

Agents in ACW state

counted by "capacity" object

Number of interactions on agent

agents_busy_on_service

Agents busy with interactions of this service

agents_ready

Ready agents

agents_not_ready

Not Ready agents

agent_occupancy

Occupancy in campaign/service

agent_average_idle_time

Average idle time

agent_idle_time

Agent idle time

agent_preview_duration

Time in Preview

agent_average_preview_time

Average Preview time

agent_success_ratio_per_day

My Success Rate

agent_total_break_time

My Break Time

agent_total_busy_time

My Busy Time

agent_total_acw_time

My ACW Time

agent_total_ready_time

My Ready Time

agent_fcr

First Call Resolution

agent_nps

Net Promoter Score

agent_csat

Customer Satisfaction

agent_cm1

Custom Survey Metric 1

Custom Survey Metric 2

top_dispositions_per_day

Most Frequent Dispositions

team_success_ratio_per_day

My Team Success Rate

agent_calendar_pending

Calendar reminders

agent_calendar_overdue

Calendar reminders in the past

in_calls_received_per_day

Inbound interactions received for the day

in_transfers_received_per_day

Inbound transfers received for the day

out_transfers_received_per_day

Outbound transfers received for the day

in_calls_in_ivr

Inbound calls currently in IVR

in_calls_self_serviced_per_day

Inbound calls self serviced for the day

in_calls_abandoned_in_ivr_per_day

Inbound calls abandoned in IVR for the day

in_calls_abandoned_total_per_day

Inbound calls abandoned for the day

in_calls_abandoned_percent_per_day

Percentage of inbound calls abandoned for the day

in_calls_dropped_in_ivr_per_day

Inbound calls dropped by system in IVR for the day

in_calls_queued_per_day

Inbound calls queued for the day

in_calls_first_time_queued_per_day

Inbound calls first time queued for the day

in_calls_waiting

Inbound interactions currently in queue

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

in_calls_abandoned_in_queue_per_day

Inbound calls abandoned in queue for the day

in_calls_abandoned_in_queue_ratio_per_day

Percentage of inbound calls abandoned in queue for the day

in_calls_short_abandoned_in_queue_per_day

Inbound calls short abandoned in queue for the day

in_calls_short_abandoned_in_queue_ratio_per_day

Percentage of inbound calls short abandoned in queue for the day

in_calls_dropped_in_queue_per_day

Inbound calls dropped by system in queue for the day

service_level

Percentage of inbound interactions answered in Service Level

service_level_per_day

Percentage of inbound interactions answered in Service Level over the day

service_level_target

Inbound Service Level target

service_level_threshold_time

Inbound Service Level threshold

in_max_wait_time

Max inbound wait time

in_ewt

Estimated wait time

in_calls_routed_per_day

Inbound calls routed to agents for the day

in_calls_ringing

Inbound calls currently ringing

in_calls_handled_per_day

Inbound interactions handled by agents for the day

in_calls_handled_percent_per_day

Percentage of inbound calls handled for the day

in_calls_first_time_handled_per_day

Unique Inbound calls handled by agents for the day

in_calls_put_on_hold_per_day

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

in_calls_first_time_put_on_hold_per_day

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

in_calls_rejected_per_day

Inbound calls rejected or unanswered by agents for the day

in_calls_abandoned_ringing_per_day

Inbound calls abandoned while ringing for the day

in_calls_dropped_ringing_per_day

Inbound calls dropped by system while ringing for the day

in_calls_active_on_agents (renamed from in_calls_talking)

Inbound interactions currently handled by agents

in_calls_disconnected_talking_per_day

Inbound calls released by callers for the day

in_calls_dropped_talking_per_day

Inbound calls released by agents for the day

in_calls_duration_average_per_day

Inbound calls duration average for the day

in_calls_duration_total_per_day

Inbound calls duration total for the day

in_calls_transferred_per_day

Inbound interactions transferred by agents for the day

in_average_speed_of_answer

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

calls_average_handling_time_per_day

Average Handle time

calls_average_acw_time_per_day

Average ACW Time

agent_call_handling_rate

Call handling rate per hour

in_callbacks_requested_per_day

Callbacks requested for the day

in_callbacks_waiting

Callbacks currently waiting in queue

records_total

Total number of records in active lists

records_completed

Completed records in active lists

records_with_assigned_agents_completed

Completed records with personal agent assignments

records_remaining

Remaining records in active lists

records_quota

Quota of successes for the calling list quota group

records_successes

Number of records with a success disposition

records_out_of_quota

Number of records in quota groups that reached quota limits

records_with_assigned_agents_remaining

Remaining rercords with personal agent assignments

records_in_dnc

Number of records excluded by DNC lists from Active Lists

records_attempted_per_day

Records attempted for the day

records_attempted_ratio_per_day

Percentage of records attempted for the day

records_accepted_per_day

Records previewed for the day

records_skipped_per_day

Records skipped for the day

records_skipped_ratio_per_day

Percentage of records skipped for the day

records_completed_per_day

Records completed for the day

records_completed_ratio_per_day

Percentage of records completed for the day

records_completed_ratio

Percentage of records completed in active lists

records_progress

Records state chart

records_dialable

Records Dialable Right Now

records_expired

Records Expired

out_campaign_mode

Campaign mode

out_campaign_duration_forecast

Estimated campaign duration

out_average_success_rate

Average Success Rate - percentage of successful call attempts

calls_dispositions_per_day

calls_dispositions_ratio_per_day

out_calls_current_call_rate

Outbound current calling rate

out_calls_placed_per_day

Outbound call attempts for the day

out_calls_in_progress

Outbound call attempts currently in progress

out_calls_failed_per_day

Outbound calls attemtps failed fo the day

out_calls_answered_per_day

Outbound successful calls attempts for the day

out_calls_answered_ratio_per_day

Percentage of outbound successful call attempts for the day

out_calls_in_ivr

Outbound calls currently in IVR

out_calls_self_serviced_per_day

Outbound calls self serviced for the day

out_calls_abandoned_in_ivr_per_day

Outbound calls abandoned in IVR for the day

out_calls_abandoned_in_ivr_ratio_per_day

Percentage of outbound calls abandoned in IVR for the day

out_calls_dropped_in_ivr_per_day

Outbound calls dropped in IVR for the day

out_calls_queued_per_day

Outbound calls queued for the day

out_calls_waiting

Outbound calls currently in queue

out_calls_abandoned_in_queue_per_day

Outbound calls abandoned in queue for the day

out_calls_abandoned_in_queue_ratio_per_day

Percentage of outbound calls abandoned in queue for the day

out_calls_dropped_in_queue_per_day

Outbound calls dropped in queue for the day

out_calls_unattended_per_day

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

out_calls_unattended_ratio_per_day

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

out_calls_routed_per_day

Outbound calls routed to agents for the day

out_calls_ringing

Outbound calls delivered to agents and currently ringing

out_calls_abandoned_ringing_per_day

Outbound calls abandoned while ringing for the day

out_calls_dropped_ringing_per_day

Outbound calls dropped while ringing for the day

out_calls_duration_average_per_day

Outbound calls duration average for the day

out_calls_duration_total_per_day

Outbound calls duration total for the day

out_calls_rejected_per_day

Outbound calls rejected or unanswered by agents for the day

out_calls_handled_per_day

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

out_calls_active_on_agents (renamed from out_calls_talking)

Outbound interactions currently handled by agents

out_calls_disconnected_talking_per_day

Outbound calls released by remote party for the day

out_calls_dropped_talking_per_day

Outbound calls released by agent for the day

out_calls_transferred_per_day

Outbound calls transferred by agents for the day

out_calls_in_progress (renamed from out_calls_in_progress_or_active)

Outbound interactions in any stage

out_calls_abandoned_per_day

Outbound calls abandoned at any stage for the day

out_calls_abandoned_ratio_per_day

Percentage of outbound calls abandoned at any stage for the day

in_emails_joined_existing_cases (renamed from in_emails_joined_existing_queue)

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

in_email_received_new_per_day

Inbound interactions received for the day for new cases

in_email_carried_over

Inbound emails carried over from previous day

in_email_carried_over_new

Inbound emails carried over from previous day for new cases

in_email_offered_per_day

Inbound emails offered to agent for the day

in_email_rejected_per_day

Inbound emails unanswered for the day

in_email_pulled_per_day

Inbound emails pulled by agent for the day

in_email_processed_replied_per_day

Inbound emails replied for the day

in_email_processed_noreply_per_day

Inbound emails closed without reply for the day

in_email_handled_new_per_day

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

in_email_waiting_in_personal_queues

Inbound emails currently on agents, saved in personal queues

in_email_waiting_in_pq_breached_sla

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

out_email_waiting_in_personal_queues

Outbound emails currently on agents, saved in personal queues

in_service_changed_per_day

Number of interactions recategorized to a different service by agents

in_service_change_received_per_day

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

in_email_spam

Number of interactions re-categorized as spam by agents

Number of interactions re-categorized as trash by agents

item_id

user_id

team_id

service_id

list_id

name

firstname

lastname

login_id

extension

team_name

is_agent

is_super

is_mobil

is_logged

login_time

acd_state

state_duration

reason

acd_next_state

next_reason

active_item_id

active_item_service_id

active_item_service_name

active_item_media_type

active_item_state

active_item_direction

active_item_party_name

active_item_party_firstname

active_item_party_lastname

active_item_is_flagged

active_item_qm_monitor_user

active_item_qm_monitor_mode

active_item_qm_monitor_item_id

active_item_qm_monitored_item_id

active_item_talk_duration

active_item_hold_duration

active_item_sentiment

items

media_type

state

direction

service_name

party_name

party_firstname

party_lastname

is_flagged

qm_is_recording

qm_monitor_user

>

qm_monitor_mode

qm_monitor_item_id

qm_monitored_item_id

talk_duration

hold_duration

priority

state_reason

is_enabled

ratio

outbound_campaign_link_group