1 General Campaign Metrics View

1.1 More Information

2 Service Metrics View

2.1 Service Metrics for One Team
2.2 Service Metrics for All Teams

3 List of All Real-Time Metrics

3.1 Agent Idle Time (Idle Time)
3.2 Agent State
3.3 Agents Busy With Interactions of This Service (Busy Svc)
3.4 Agents in ACW State (ACW Count)
3.5 Agents Ready (Ready)
3.6 Average ACW Time (Avg ACW Time or AACW)
3.7 Average Handle Time (IN Avg Handle Time)
3.8 Average Idle Time (Avg Idle Time)
3.9 Average Preview Time (Avg Preview Time)
3.10 Average Sentiment (Sentiment)
3.11 Average Speed of Answer/Reply (IN ASA)
3.12 Average Success Rate - percentage of successful call attempts (ASR %)
3.13 Busy Agents (Busy)
3.14 Calendar Reminders (CAL Reminders)
3.15 Calendar Reminders in the Past (CAL Overdue)
3.16 Call Handling Rate Per Hour (HR)
3.17 Callbacks Currently Waiting in Queue (CB Waiting)
3.18 Callbacks Requested for the Day (CB Requested)
3.19 Campaign Mode (Mode)
3.20 Completed Records in Active Lists (Lists Completed)
3.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
3.22 Count of Selected Dispositions
3.23 Custom Survey Metric 1 (Survey 1)
3.24 Custom Survey Metric 2 (Survey 2)
3.25 Customer Satisfaction (CSAT)
3.26 Estimated Campaign Duration (Est Duration)
3.27 Estimated Wait Time (IN EWT)
3.28 First Call Resolution (FCR)
3.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
3.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
3.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
3.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
3.33 Inbound Calls Currently in IVR (IN in IVR)
3.34 Inbound Calls Currently Ringing (IN Ringing)
3.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
3.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
3.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
3.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
3.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
3.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
3.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
3.42 Inbound Calls Queued for the Day (IN Queued)
3.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
3.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
3.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
3.46 Inbound Calls Routed to Agents for the Day (IN Routed)
3.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
3.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
3.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
3.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
3.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
3.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
3.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
3.54 Inbound Emails Offered to Agent for the Day (IN Offered)
3.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
3.56 Inbound Emails Replied for the Day (IN Replied)
3.57 Inbound Emails Unanswered for the Day (IN Ignored)
3.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
3.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
3.60 Inbound Interactions Currently in Queue (IN Waiting)
3.61 Inbound Interactions Currently Handled by Agents (IN Active)
3.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
3.63 Inbound Interactions Received for the Day (IN Received)
3.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
3.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
3.66 Inbound Service Level Target
3.67 Inbound Service Level Threshold
3.68 Inbound Transfers Received for the Day (IN Transfers)
3.69 Logged-in Agents (Logged In)
3.70 Max Inbound Wait Time (IN Max Wait)
3.71 Most Frequent Dispositions (Top Dispositions)
3.72 My ACW Time (ACW Time)
3.73 My Break Time (BT)
3.74 My Busy Time (Busy Time)
3.75 My Ready Time (Ready Time)
3.76 My Success Rate (SR)
3.77 My Team Success Rate (TR)
3.78 Net Promoter Score (NPS)
3.79 Not Ready Agents (Not Ready)
3.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
3.81 Number of Interactions on Agent (Active)
3.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
3.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
3.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
3.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
3.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
3.87 Number of Records With a Success Disposition (Successes)
3.88 Occupancy in Campaign/Service (Occupancy)
3.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
3.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
3.91 Outbound Call Attempts for the Day (OUT Dialed)
3.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
3.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
3.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
3.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
3.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
3.97 Outbound Calls Currently in IVR (OUT in IVR)
3.98 Outbound Calls Currently in Queue (OUT Waiting)
3.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
3.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
3.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
3.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
3.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
3.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
3.105 Outbound Calls Queued for the Day (OUT Queued)
3.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
3.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
3.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
3.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
3.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
3.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
3.112 Outbound Current Calling Rate (OUT Call Rate)
3.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
3.114 Outbound Interactions Currently Handled by Agents (OUT Active)
3.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
3.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
3.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
3.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
3.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
3.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
3.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
3.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
3.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
3.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
3.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
3.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
3.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
3.128 Percentage of Records Attempted for the Day (Attempted %)
3.129 Percentage of Records Completed for the Day (Completed %)
3.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
3.131 Percentage of Records Skipped for the Day (Skipped %)
3.132 Quota of Successes for the Calling List Quota Group (Quota)
3.133 Records Attempted for the Day (Attempted)
3.134 Records Completed for the Day (Completed)
3.135 Records Dialable Right Now (Dialable)
3.136 Records Expired (Expired)
3.137 Records Previewed for the Day (Previewed)
3.138 Records Skipped for the Day (Skipped)
3.139 Records State Chart (State Chart)
3.140 Remaining Records in Active Lists (Lists Remaining or RR)
3.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
3.142 Selected Dispositions Percentage
3.143 Time in Preview (Preview Duration)
3.144 Total Number of Records in Active Lists (Lists Records)
3.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
3.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

4 List of All Real-Time Metrics

4.1 Agent Idle Time (Idle Time)
4.2 Agent State
4.3 Agents Busy With Interactions of This Service (Busy Svc)
4.4 Agents in ACW State (ACW Count)
4.5 Agents Ready (Ready)
4.6 Average ACW Time (Avg ACW Time or AACW)
4.7 Average Handle Time (IN Avg Handle Time)
4.8 Average Idle Time (Avg Idle Time)
4.9 Average Preview Time (Avg Preview Time)
4.10 Average Sentiment (Sentiment)
4.11 Average Speed of Answer/Reply (IN ASA)
4.12 Average Success Rate - percentage of successful call attempts (ASR %)
4.13 Busy Agents (Busy)
4.14 Calendar Reminders (CAL Reminders)
4.15 Calendar Reminders in the Past (CAL Overdue)
4.16 Call Handling Rate Per Hour (HR)
4.17 Callbacks Currently Waiting in Queue (CB Waiting)
4.18 Callbacks Requested for the Day (CB Requested)
4.19 Campaign Mode (Mode)
4.20 Completed Records in Active Lists (Lists Completed)
4.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
4.22 Count of Selected Dispositions
4.23 Custom Survey Metric 1 (Survey 1)
4.24 Custom Survey Metric 2 (Survey 2)
4.25 Customer Satisfaction (CSAT)
4.26 Estimated Campaign Duration (Est Duration)
4.27 Estimated Wait Time (IN EWT)
4.28 First Call Resolution (FCR)
4.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
4.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
4.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
4.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
4.33 Inbound Calls Currently in IVR (IN in IVR)
4.34 Inbound Calls Currently Ringing (IN Ringing)
4.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
4.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
4.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
4.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
4.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
4.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
4.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
4.42 Inbound Calls Queued for the Day (IN Queued)
4.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
4.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
4.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
4.46 Inbound Calls Routed to Agents for the Day (IN Routed)
4.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
4.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
4.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
4.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
4.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
4.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
4.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
4.54 Inbound Emails Offered to Agent for the Day (IN Offered)
4.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
4.56 Inbound Emails Replied for the Day (IN Replied)
4.57 Inbound Emails Unanswered for the Day (IN Ignored)
4.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
4.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
4.60 Inbound Interactions Currently in Queue (IN Waiting)
4.61 Inbound Interactions Currently Handled by Agents (IN Active)
4.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
4.63 Inbound Interactions Received for the Day (IN Received)
4.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
4.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
4.66 Inbound Service Level Target
4.67 Inbound Service Level Threshold
4.68 Inbound Transfers Received for the Day (IN Transfers)
4.69 Logged-in Agents (Logged In)
4.70 Max Inbound Wait Time (IN Max Wait)
4.71 Most Frequent Dispositions (Top Dispositions)
4.72 My ACW Time (ACW Time)
4.73 My Break Time (BT)
4.74 My Busy Time (Busy Time)
4.75 My Ready Time (Ready Time)
4.76 My Success Rate (SR)
4.77 My Team Success Rate (TR)
4.78 Net Promoter Score (NPS)
4.79 Not Ready Agents (Not Ready)
4.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
4.81 Number of Interactions on Agent (Active)
4.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
4.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
4.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
4.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
4.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
4.87 Number of Records With a Success Disposition (Successes)
4.88 Occupancy in Campaign/Service (Occupancy)
4.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
4.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
4.91 Outbound Call Attempts for the Day (OUT Dialed)
4.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
4.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
4.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
4.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
4.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
4.97 Outbound Calls Currently in IVR (OUT in IVR)
4.98 Outbound Calls Currently in Queue (OUT Waiting)
4.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
4.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
4.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
4.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
4.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
4.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
4.105 Outbound Calls Queued for the Day (OUT Queued)
4.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
4.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
4.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
4.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
4.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
4.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
4.112 Outbound Current Calling Rate (OUT Call Rate)
4.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
4.114 Outbound Interactions Currently Handled by Agents (OUT Active)
4.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
4.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
4.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
4.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
4.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
4.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
4.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
4.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
4.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
4.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
4.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
4.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
4.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
4.128 Percentage of Records Attempted for the Day (Attempted %)
4.129 Percentage of Records Completed for the Day (Completed %)
4.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
4.131 Percentage of Records Skipped for the Day (Skipped %)
4.132 Quota of Successes for the Calling List Quota Group (Quota)
4.133 Records Attempted for the Day (Attempted)
4.134 Records Completed for the Day (Completed)
4.135 Records Dialable Right Now (Dialable)
4.136 Records Expired (Expired)
4.137 Records Previewed for the Day (Previewed)
4.138 Records Skipped for the Day (Skipped)
4.139 Records State Chart (State Chart)
4.140 Remaining Records in Active Lists (Lists Remaining or RR)
4.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
4.142 Selected Dispositions Percentage
4.143 Time in Preview (Preview Duration)
4.144 Total Number of Records in Active Lists (Lists Records)
4.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
4.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

5 List of All Real-Time Metrics

5.1 Agent Idle Time (Idle Time)
5.2 Agent State
5.3 Agents Busy With Interactions of This Service (Busy Svc)
5.4 Agents in ACW State (ACW Count)
5.5 Agents Ready (Ready)
5.6 Average ACW Time (Avg ACW Time or AACW)
5.7 Average Handle Time (IN Avg Handle Time)
5.8 Average Idle Time (Avg Idle Time)
5.9 Average Preview Time (Avg Preview Time)
5.10 Average Sentiment (Sentiment)
5.11 Average Speed of Answer/Reply (IN ASA)
5.12 Average Success Rate - percentage of successful call attempts (ASR %)
5.13 Busy Agents (Busy)
5.14 Calendar Reminders (CAL Reminders)
5.15 Calendar Reminders in the Past (CAL Overdue)
5.16 Call Handling Rate Per Hour (HR)
5.17 Callbacks Currently Waiting in Queue (CB Waiting)
5.18 Callbacks Requested for the Day (CB Requested)
5.19 Campaign Mode (Mode)
5.20 Completed Records in Active Lists (Lists Completed)
5.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
5.22 Count of Selected Dispositions
5.23 Custom Survey Metric 1 (Survey 1)
5.24 Custom Survey Metric 2 (Survey 2)
5.25 Customer Satisfaction (CSAT)
5.26 Estimated Campaign Duration (Est Duration)
5.27 Estimated Wait Time (IN EWT)
5.28 First Call Resolution (FCR)
5.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
5.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
5.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
5.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
5.33 Inbound Calls Currently in IVR (IN in IVR)
5.34 Inbound Calls Currently Ringing (IN Ringing)
5.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
5.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
5.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
5.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
5.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
5.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
5.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
5.42 Inbound Calls Queued for the Day (IN Queued)
5.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
5.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
5.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
5.46 Inbound Calls Routed to Agents for the Day (IN Routed)
5.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
5.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
5.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
5.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
5.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
5.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
5.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
5.54 Inbound Emails Offered to Agent for the Day (IN Offered)
5.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
5.56 Inbound Emails Replied for the Day (IN Replied)
5.57 Inbound Emails Unanswered for the Day (IN Ignored)
5.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
5.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
5.60 Inbound Interactions Currently in Queue (IN Waiting)
5.61 Inbound Interactions Currently Handled by Agents (IN Active)
5.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
5.63 Inbound Interactions Received for the Day (IN Received)
5.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
5.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
5.66 Inbound Service Level Target
5.67 Inbound Service Level Threshold
5.68 Inbound Transfers Received for the Day (IN Transfers)
5.69 Logged-in Agents (Logged In)
5.70 Max Inbound Wait Time (IN Max Wait)
5.71 Most Frequent Dispositions (Top Dispositions)
5.72 My ACW Time (ACW Time)
5.73 My Break Time (BT)
5.74 My Busy Time (Busy Time)
5.75 My Ready Time (Ready Time)
5.76 My Success Rate (SR)
5.77 My Team Success Rate (TR)
5.78 Net Promoter Score (NPS)
5.79 Not Ready Agents (Not Ready)
5.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
5.81 Number of Interactions on Agent (Active)
5.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
5.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
5.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
5.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
5.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
5.87 Number of Records With a Success Disposition (Successes)
5.88 Occupancy in Campaign/Service (Occupancy)
5.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
5.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
5.91 Outbound Call Attempts for the Day (OUT Dialed)
5.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
5.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
5.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
5.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
5.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
5.97 Outbound Calls Currently in IVR (OUT in IVR)
5.98 Outbound Calls Currently in Queue (OUT Waiting)
5.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
5.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
5.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
5.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
5.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
5.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
5.105 Outbound Calls Queued for the Day (OUT Queued)
5.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
5.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
5.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
5.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
5.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
5.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
5.112 Outbound Current Calling Rate (OUT Call Rate)
5.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
5.114 Outbound Interactions Currently Handled by Agents (OUT Active)
5.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
5.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
5.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
5.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
5.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
5.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
5.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
5.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
5.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
5.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
5.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
5.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
5.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
5.128 Percentage of Records Attempted for the Day (Attempted %)
5.129 Percentage of Records Completed for the Day (Completed %)
5.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
5.131 Percentage of Records Skipped for the Day (Skipped %)
5.132 Quota of Successes for the Calling List Quota Group (Quota)
5.133 Records Attempted for the Day (Attempted)
5.134 Records Completed for the Day (Completed)
5.135 Records Dialable Right Now (Dialable)
5.136 Records Expired (Expired)
5.137 Records Previewed for the Day (Previewed)
5.138 Records Skipped for the Day (Skipped)
5.139 Records State Chart (State Chart)
5.140 Remaining Records in Active Lists (Lists Remaining or RR)
5.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
5.142 Selected Dispositions Percentage
5.143 Time in Preview (Preview Duration)
5.144 Total Number of Records in Active Lists (Lists Records)
5.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
5.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

6 List of All Real-Time Metrics

6.1 Agent Idle Time (Idle Time)
6.2 Agent State
6.3 Agents Busy With Interactions of This Service (Busy Svc)
6.4 Agents in ACW State (ACW Count)
6.5 Agents Ready (Ready)
6.6 Average ACW Time (Avg ACW Time or AACW)
6.7 Average Handle Time (IN Avg Handle Time)
6.8 Average Idle Time (Avg Idle Time)
6.9 Average Preview Time (Avg Preview Time)
6.10 Average Sentiment (Sentiment)
6.11 Average Speed of Answer/Reply (IN ASA)
6.12 Average Success Rate - percentage of successful call attempts (ASR %)
6.13 Busy Agents (Busy)
6.14 Calendar Reminders (CAL Reminders)
6.15 Calendar Reminders in the Past (CAL Overdue)
6.16 Call Handling Rate Per Hour (HR)
6.17 Callbacks Currently Waiting in Queue (CB Waiting)
6.18 Callbacks Requested for the Day (CB Requested)
6.19 Campaign Mode (Mode)
6.20 Completed Records in Active Lists (Lists Completed)
6.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
6.22 Count of Selected Dispositions
6.23 Custom Survey Metric 1 (Survey 1)
6.24 Custom Survey Metric 2 (Survey 2)
6.25 Customer Satisfaction (CSAT)
6.26 Estimated Campaign Duration (Est Duration)
6.27 Estimated Wait Time (IN EWT)
6.28 First Call Resolution (FCR)
6.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
6.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
6.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
6.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
6.33 Inbound Calls Currently in IVR (IN in IVR)
6.34 Inbound Calls Currently Ringing (IN Ringing)
6.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
6.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
6.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
6.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
6.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
6.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
6.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
6.42 Inbound Calls Queued for the Day (IN Queued)
6.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
6.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
6.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
6.46 Inbound Calls Routed to Agents for the Day (IN Routed)
6.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
6.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
6.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
6.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
6.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
6.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
6.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
6.54 Inbound Emails Offered to Agent for the Day (IN Offered)
6.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
6.56 Inbound Emails Replied for the Day (IN Replied)
6.57 Inbound Emails Unanswered for the Day (IN Ignored)
6.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
6.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
6.60 Inbound Interactions Currently in Queue (IN Waiting)
6.61 Inbound Interactions Currently Handled by Agents (IN Active)
6.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
6.63 Inbound Interactions Received for the Day (IN Received)
6.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
6.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
6.66 Inbound Service Level Target
6.67 Inbound Service Level Threshold
6.68 Inbound Transfers Received for the Day (IN Transfers)
6.69 Logged-in Agents (Logged In)
6.70 Max Inbound Wait Time (IN Max Wait)
6.71 Most Frequent Dispositions (Top Dispositions)
6.72 My ACW Time (ACW Time)
6.73 My Break Time (BT)
6.74 My Busy Time (Busy Time)
6.75 My Ready Time (Ready Time)
6.76 My Success Rate (SR)
6.77 My Team Success Rate (TR)
6.78 Net Promoter Score (NPS)
6.79 Not Ready Agents (Not Ready)
6.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
6.81 Number of Interactions on Agent (Active)
6.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
6.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
6.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
6.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
6.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
6.87 Number of Records With a Success Disposition (Successes)
6.88 Occupancy in Campaign/Service (Occupancy)
6.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
6.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
6.91 Outbound Call Attempts for the Day (OUT Dialed)
6.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
6.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
6.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
6.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
6.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
6.97 Outbound Calls Currently in IVR (OUT in IVR)
6.98 Outbound Calls Currently in Queue (OUT Waiting)
6.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
6.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
6.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
6.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
6.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
6.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
6.105 Outbound Calls Queued for the Day (OUT Queued)
6.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
6.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
6.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
6.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
6.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
6.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
6.112 Outbound Current Calling Rate (OUT Call Rate)
6.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
6.114 Outbound Interactions Currently Handled by Agents (OUT Active)
6.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
6.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
6.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
6.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
6.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
6.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
6.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
6.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
6.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
6.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
6.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
6.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
6.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
6.128 Percentage of Records Attempted for the Day (Attempted %)
6.129 Percentage of Records Completed for the Day (Completed %)
6.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
6.131 Percentage of Records Skipped for the Day (Skipped %)
6.132 Quota of Successes for the Calling List Quota Group (Quota)
6.133 Records Attempted for the Day (Attempted)
6.134 Records Completed for the Day (Completed)
6.135 Records Dialable Right Now (Dialable)
6.136 Records Expired (Expired)
6.137 Records Previewed for the Day (Previewed)
6.138 Records Skipped for the Day (Skipped)
6.139 Records State Chart (State Chart)
6.140 Remaining Records in Active Lists (Lists Remaining or RR)
6.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
6.142 Selected Dispositions Percentage
6.143 Time in Preview (Preview Duration)
6.144 Total Number of Records in Active Lists (Lists Records)
6.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
6.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

7 List of All Real-Time Metrics

7.1 Agent Idle Time (Idle Time)
7.2 Agent State
7.3 Agents Busy With Interactions of This Service (Busy Svc)
7.4 Agents in ACW State (ACW Count)
7.5 Agents Ready (Ready)
7.6 Average ACW Time (Avg ACW Time or AACW)
7.7 Average Handle Time (IN Avg Handle Time)
7.8 Average Idle Time (Avg Idle Time)
7.9 Average Preview Time (Avg Preview Time)
7.10 Average Sentiment (Sentiment)
7.11 Average Speed of Answer/Reply (IN ASA)
7.12 Average Success Rate - percentage of successful call attempts (ASR %)
7.13 Busy Agents (Busy)
7.14 Calendar Reminders (CAL Reminders)
7.15 Calendar Reminders in the Past (CAL Overdue)
7.16 Call Handling Rate Per Hour (HR)
7.17 Callbacks Currently Waiting in Queue (CB Waiting)
7.18 Callbacks Requested for the Day (CB Requested)
7.19 Campaign Mode (Mode)
7.20 Completed Records in Active Lists (Lists Completed)
7.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
7.22 Count of Selected Dispositions
7.23 Custom Survey Metric 1 (Survey 1)
7.24 Custom Survey Metric 2 (Survey 2)
7.25 Customer Satisfaction (CSAT)
7.26 Estimated Campaign Duration (Est Duration)
7.27 Estimated Wait Time (IN EWT)
7.28 First Call Resolution (FCR)
7.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
7.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
7.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
7.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
7.33 Inbound Calls Currently in IVR (IN in IVR)
7.34 Inbound Calls Currently Ringing (IN Ringing)
7.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
7.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
7.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
7.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
7.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
7.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
7.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
7.42 Inbound Calls Queued for the Day (IN Queued)
7.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
7.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
7.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
7.46 Inbound Calls Routed to Agents for the Day (IN Routed)
7.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
7.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
7.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
7.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
7.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
7.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
7.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
7.54 Inbound Emails Offered to Agent for the Day (IN Offered)
7.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
7.56 Inbound Emails Replied for the Day (IN Replied)
7.57 Inbound Emails Unanswered for the Day (IN Ignored)
7.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
7.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
7.60 Inbound Interactions Currently in Queue (IN Waiting)
7.61 Inbound Interactions Currently Handled by Agents (IN Active)
7.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
7.63 Inbound Interactions Received for the Day (IN Received)
7.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
7.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
7.66 Inbound Service Level Target
7.67 Inbound Service Level Threshold
7.68 Inbound Transfers Received for the Day (IN Transfers)
7.69 Logged-in Agents (Logged In)
7.70 Max Inbound Wait Time (IN Max Wait)
7.71 Most Frequent Dispositions (Top Dispositions)
7.72 My ACW Time (ACW Time)
7.73 My Break Time (BT)
7.74 My Busy Time (Busy Time)
7.75 My Ready Time (Ready Time)
7.76 My Success Rate (SR)
7.77 My Team Success Rate (TR)
7.78 Net Promoter Score (NPS)
7.79 Not Ready Agents (Not Ready)
7.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
7.81 Number of Interactions on Agent (Active)
7.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
7.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
7.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
7.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
7.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
7.87 Number of Records With a Success Disposition (Successes)
7.88 Occupancy in Campaign/Service (Occupancy)
7.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
7.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
7.91 Outbound Call Attempts for the Day (OUT Dialed)
7.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
7.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
7.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
7.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
7.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
7.97 Outbound Calls Currently in IVR (OUT in IVR)
7.98 Outbound Calls Currently in Queue (OUT Waiting)
7.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
7.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
7.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
7.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
7.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
7.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
7.105 Outbound Calls Queued for the Day (OUT Queued)
7.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
7.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
7.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
7.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
7.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
7.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
7.112 Outbound Current Calling Rate (OUT Call Rate)
7.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
7.114 Outbound Interactions Currently Handled by Agents (OUT Active)
7.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
7.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
7.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
7.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
7.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
7.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
7.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
7.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
7.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
7.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
7.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
7.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
7.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
7.128 Percentage of Records Attempted for the Day (Attempted %)
7.129 Percentage of Records Completed for the Day (Completed %)
7.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
7.131 Percentage of Records Skipped for the Day (Skipped %)
7.132 Quota of Successes for the Calling List Quota Group (Quota)
7.133 Records Attempted for the Day (Attempted)
7.134 Records Completed for the Day (Completed)
7.135 Records Dialable Right Now (Dialable)
7.136 Records Expired (Expired)
7.137 Records Previewed for the Day (Previewed)
7.138 Records Skipped for the Day (Skipped)
7.139 Records State Chart (State Chart)
7.140 Remaining Records in Active Lists (Lists Remaining or RR)
7.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
7.142 Selected Dispositions Percentage
7.143 Time in Preview (Preview Duration)
7.144 Total Number of Records in Active Lists (Lists Records)
7.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
7.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

8 List of All Real-Time Metrics

8.1 Agent Idle Time (Idle Time)
8.2 Agent State
8.3 Agents Busy With Interactions of This Service (Busy Svc)
8.4 Agents in ACW State (ACW Count)
8.5 Agents Ready (Ready)
8.6 Average ACW Time (Avg ACW Time or AACW)
8.7 Average Handle Time (IN Avg Handle Time)
8.8 Average Idle Time (Avg Idle Time)
8.9 Average Preview Time (Avg Preview Time)
8.10 Average Sentiment (Sentiment)
8.11 Average Speed of Answer/Reply (IN ASA)
8.12 Average Success Rate - percentage of successful call attempts (ASR %)
8.13 Busy Agents (Busy)
8.14 Calendar Reminders (CAL Reminders)
8.15 Calendar Reminders in the Past (CAL Overdue)
8.16 Call Handling Rate Per Hour (HR)
8.17 Callbacks Currently Waiting in Queue (CB Waiting)
8.18 Callbacks Requested for the Day (CB Requested)
8.19 Campaign Mode (Mode)
8.20 Completed Records in Active Lists (Lists Completed)
8.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
8.22 Count of Selected Dispositions
8.23 Custom Survey Metric 1 (Survey 1)
8.24 Custom Survey Metric 2 (Survey 2)
8.25 Customer Satisfaction (CSAT)
8.26 Estimated Campaign Duration (Est Duration)
8.27 Estimated Wait Time (IN EWT)
8.28 First Call Resolution (FCR)
8.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
8.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
8.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
8.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
8.33 Inbound Calls Currently in IVR (IN in IVR)
8.34 Inbound Calls Currently Ringing (IN Ringing)
8.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
8.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
8.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
8.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
8.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
8.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
8.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
8.42 Inbound Calls Queued for the Day (IN Queued)
8.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
8.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
8.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
8.46 Inbound Calls Routed to Agents for the Day (IN Routed)
8.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
8.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
8.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
8.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
8.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
8.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
8.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
8.54 Inbound Emails Offered to Agent for the Day (IN Offered)
8.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
8.56 Inbound Emails Replied for the Day (IN Replied)
8.57 Inbound Emails Unanswered for the Day (IN Ignored)
8.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
8.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
8.60 Inbound Interactions Currently in Queue (IN Waiting)
8.61 Inbound Interactions Currently Handled by Agents (IN Active)
8.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
8.63 Inbound Interactions Received for the Day (IN Received)
8.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
8.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
8.66 Inbound Service Level Target
8.67 Inbound Service Level Threshold
8.68 Inbound Transfers Received for the Day (IN Transfers)
8.69 Logged-in Agents (Logged In)
8.70 Max Inbound Wait Time (IN Max Wait)
8.71 Most Frequent Dispositions (Top Dispositions)
8.72 My ACW Time (ACW Time)
8.73 My Break Time (BT)
8.74 My Busy Time (Busy Time)
8.75 My Ready Time (Ready Time)
8.76 My Success Rate (SR)
8.77 My Team Success Rate (TR)
8.78 Net Promoter Score (NPS)
8.79 Not Ready Agents (Not Ready)
8.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
8.81 Number of Interactions on Agent (Active)
8.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
8.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
8.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
8.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
8.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
8.87 Number of Records With a Success Disposition (Successes)
8.88 Occupancy in Campaign/Service (Occupancy)
8.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
8.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
8.91 Outbound Call Attempts for the Day (OUT Dialed)
8.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
8.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
8.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
8.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
8.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
8.97 Outbound Calls Currently in IVR (OUT in IVR)
8.98 Outbound Calls Currently in Queue (OUT Waiting)
8.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
8.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
8.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
8.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
8.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
8.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
8.105 Outbound Calls Queued for the Day (OUT Queued)
8.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
8.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
8.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
8.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
8.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
8.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
8.112 Outbound Current Calling Rate (OUT Call Rate)
8.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
8.114 Outbound Interactions Currently Handled by Agents (OUT Active)
8.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
8.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
8.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
8.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
8.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
8.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
8.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
8.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
8.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
8.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
8.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
8.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
8.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
8.128 Percentage of Records Attempted for the Day (Attempted %)
8.129 Percentage of Records Completed for the Day (Completed %)
8.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
8.131 Percentage of Records Skipped for the Day (Skipped %)
8.132 Quota of Successes for the Calling List Quota Group (Quota)
8.133 Records Attempted for the Day (Attempted)
8.134 Records Completed for the Day (Completed)
8.135 Records Dialable Right Now (Dialable)
8.136 Records Expired (Expired)
8.137 Records Previewed for the Day (Previewed)
8.138 Records Skipped for the Day (Skipped)
8.139 Records State Chart (State Chart)
8.140 Remaining Records in Active Lists (Lists Remaining or RR)
8.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
8.142 Selected Dispositions Percentage
8.143 Time in Preview (Preview Duration)
8.144 Total Number of Records in Active Lists (Lists Records)
8.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
8.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

9 List of All Real-Time Metrics

9.1 Agent Idle Time (Idle Time)
9.2 Agent State
9.3 Agents Busy With Interactions of This Service (Busy Svc)
9.4 Agents in ACW State (ACW Count)
9.5 Agents Ready (Ready)
9.6 Average ACW Time (Avg ACW Time or AACW)
9.7 Average Handle Time (IN Avg Handle Time)
9.8 Average Idle Time (Avg Idle Time)
9.9 Average Preview Time (Avg Preview Time)
9.10 Average Sentiment (Sentiment)
9.11 Average Speed of Answer/Reply (IN ASA)
9.12 Average Success Rate - percentage of successful call attempts (ASR %)
9.13 Busy Agents (Busy)
9.14 Calendar Reminders (CAL Reminders)
9.15 Calendar Reminders in the Past (CAL Overdue)
9.16 Call Handling Rate Per Hour (HR)
9.17 Callbacks Currently Waiting in Queue (CB Waiting)
9.18 Callbacks Requested for the Day (CB Requested)
9.19 Campaign Mode (Mode)
9.20 Completed Records in Active Lists (Lists Completed)
9.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
9.22 Count of Selected Dispositions
9.23 Custom Survey Metric 1 (Survey 1)
9.24 Custom Survey Metric 2 (Survey 2)
9.25 Customer Satisfaction (CSAT)
9.26 Estimated Campaign Duration (Est Duration)
9.27 Estimated Wait Time (IN EWT)
9.28 First Call Resolution (FCR)
9.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
9.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
9.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
9.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
9.33 Inbound Calls Currently in IVR (IN in IVR)
9.34 Inbound Calls Currently Ringing (IN Ringing)
9.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
9.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
9.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
9.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
9.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
9.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
9.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
9.42 Inbound Calls Queued for the Day (IN Queued)
9.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
9.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
9.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
9.46 Inbound Calls Routed to Agents for the Day (IN Routed)
9.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
9.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
9.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
9.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
9.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
9.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
9.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
9.54 Inbound Emails Offered to Agent for the Day (IN Offered)
9.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
9.56 Inbound Emails Replied for the Day (IN Replied)
9.57 Inbound Emails Unanswered for the Day (IN Ignored)
9.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
9.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
9.60 Inbound Interactions Currently in Queue (IN Waiting)
9.61 Inbound Interactions Currently Handled by Agents (IN Active)
9.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
9.63 Inbound Interactions Received for the Day (IN Received)
9.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
9.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
9.66 Inbound Service Level Target
9.67 Inbound Service Level Threshold
9.68 Inbound Transfers Received for the Day (IN Transfers)
9.69 Logged-in Agents (Logged In)
9.70 Max Inbound Wait Time (IN Max Wait)
9.71 Most Frequent Dispositions (Top Dispositions)
9.72 My ACW Time (ACW Time)
9.73 My Break Time (BT)
9.74 My Busy Time (Busy Time)
9.75 My Ready Time (Ready Time)
9.76 My Success Rate (SR)
9.77 My Team Success Rate (TR)
9.78 Net Promoter Score (NPS)
9.79 Not Ready Agents (Not Ready)
9.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
9.81 Number of Interactions on Agent (Active)
9.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
9.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
9.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
9.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
9.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
9.87 Number of Records With a Success Disposition (Successes)
9.88 Occupancy in Campaign/Service (Occupancy)
9.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
9.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
9.91 Outbound Call Attempts for the Day (OUT Dialed)
9.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
9.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
9.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
9.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
9.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
9.97 Outbound Calls Currently in IVR (OUT in IVR)
9.98 Outbound Calls Currently in Queue (OUT Waiting)
9.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
9.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
9.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
9.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
9.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
9.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
9.105 Outbound Calls Queued for the Day (OUT Queued)
9.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
9.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
9.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
9.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
9.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
9.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
9.112 Outbound Current Calling Rate (OUT Call Rate)
9.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
9.114 Outbound Interactions Currently Handled by Agents (OUT Active)
9.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
9.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
9.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
9.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
9.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
9.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
9.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
9.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
9.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
9.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
9.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
9.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
9.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
9.128 Percentage of Records Attempted for the Day (Attempted %)
9.129 Percentage of Records Completed for the Day (Completed %)
9.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
9.131 Percentage of Records Skipped for the Day (Skipped %)
9.132 Quota of Successes for the Calling List Quota Group (Quota)
9.133 Records Attempted for the Day (Attempted)
9.134 Records Completed for the Day (Completed)
9.135 Records Dialable Right Now (Dialable)
9.136 Records Expired (Expired)
9.137 Records Previewed for the Day (Previewed)
9.138 Records Skipped for the Day (Skipped)
9.139 Records State Chart (State Chart)
9.140 Remaining Records in Active Lists (Lists Remaining or RR)
9.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
9.142 Selected Dispositions Percentage
9.143 Time in Preview (Preview Duration)
9.144 Total Number of Records in Active Lists (Lists Records)
9.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
9.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

10 List of All Real-Time Metrics

10.1 Agent Idle Time (Idle Time)
10.2 Agent State
10.3 Agents Busy With Interactions of This Service (Busy Svc)
10.4 Agents in ACW State (ACW Count)
10.5 Agents Ready (Ready)
10.6 Average ACW Time (Avg ACW Time or AACW)
10.7 Average Handle Time (IN Avg Handle Time)
10.8 Average Idle Time (Avg Idle Time)
10.9 Average Preview Time (Avg Preview Time)
10.10 Average Sentiment (Sentiment)
10.11 Average Speed of Answer/Reply (IN ASA)
10.12 Average Success Rate - percentage of successful call attempts (ASR %)
10.13 Busy Agents (Busy)
10.14 Calendar Reminders (CAL Reminders)
10.15 Calendar Reminders in the Past (CAL Overdue)
10.16 Call Handling Rate Per Hour (HR)
10.17 Callbacks Currently Waiting in Queue (CB Waiting)
10.18 Callbacks Requested for the Day (CB Requested)
10.19 Campaign Mode (Mode)
10.20 Completed Records in Active Lists (Lists Completed)
10.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
10.22 Count of Selected Dispositions
10.23 Custom Survey Metric 1 (Survey 1)
10.24 Custom Survey Metric 2 (Survey 2)
10.25 Customer Satisfaction (CSAT)
10.26 Estimated Campaign Duration (Est Duration)
10.27 Estimated Wait Time (IN EWT)
10.28 First Call Resolution (FCR)
10.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
10.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
10.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
10.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
10.33 Inbound Calls Currently in IVR (IN in IVR)
10.34 Inbound Calls Currently Ringing (IN Ringing)
10.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
10.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
10.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
10.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
10.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
10.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
10.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
10.42 Inbound Calls Queued for the Day (IN Queued)
10.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
10.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
10.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
10.46 Inbound Calls Routed to Agents for the Day (IN Routed)
10.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
10.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
10.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
10.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
10.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
10.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
10.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
10.54 Inbound Emails Offered to Agent for the Day (IN Offered)
10.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
10.56 Inbound Emails Replied for the Day (IN Replied)
10.57 Inbound Emails Unanswered for the Day (IN Ignored)
10.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
10.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
10.60 Inbound Interactions Currently in Queue (IN Waiting)
10.61 Inbound Interactions Currently Handled by Agents (IN Active)
10.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
10.63 Inbound Interactions Received for the Day (IN Received)
10.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
10.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
10.66 Inbound Service Level Target
10.67 Inbound Service Level Threshold
10.68 Inbound Transfers Received for the Day (IN Transfers)
10.69 Logged-in Agents (Logged In)
10.70 Max Inbound Wait Time (IN Max Wait)
10.71 Most Frequent Dispositions (Top Dispositions)
10.72 My ACW Time (ACW Time)
10.73 My Break Time (BT)
10.74 My Busy Time (Busy Time)
10.75 My Ready Time (Ready Time)
10.76 My Success Rate (SR)
10.77 My Team Success Rate (TR)
10.78 Net Promoter Score (NPS)
10.79 Not Ready Agents (Not Ready)
10.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
10.81 Number of Interactions on Agent (Active)
10.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
10.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
10.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
10.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
10.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
10.87 Number of Records With a Success Disposition (Successes)
10.88 Occupancy in Campaign/Service (Occupancy)
10.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
10.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
10.91 Outbound Call Attempts for the Day (OUT Dialed)
10.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
10.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
10.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
10.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
10.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
10.97 Outbound Calls Currently in IVR (OUT in IVR)
10.98 Outbound Calls Currently in Queue (OUT Waiting)
10.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
10.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
10.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
10.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
10.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
10.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
10.105 Outbound Calls Queued for the Day (OUT Queued)
10.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
10.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
10.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
10.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
10.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
10.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
10.112 Outbound Current Calling Rate (OUT Call Rate)
10.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
10.114 Outbound Interactions Currently Handled by Agents (OUT Active)
10.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
10.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
10.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
10.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
10.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
10.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
10.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
10.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
10.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
10.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
10.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
10.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
10.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
10.128 Percentage of Records Attempted for the Day (Attempted %)
10.129 Percentage of Records Completed for the Day (Completed %)
10.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
10.131 Percentage of Records Skipped for the Day (Skipped %)
10.132 Quota of Successes for the Calling List Quota Group (Quota)
10.133 Records Attempted for the Day (Attempted)
10.134 Records Completed for the Day (Completed)
10.135 Records Dialable Right Now (Dialable)
10.136 Records Expired (Expired)
10.137 Records Previewed for the Day (Previewed)
10.138 Records Skipped for the Day (Skipped)
10.139 Records State Chart (State Chart)
10.140 Remaining Records in Active Lists (Lists Remaining or RR)
10.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
10.142 Selected Dispositions Percentage
10.143 Time in Preview (Preview Duration)
10.144 Total Number of Records in Active Lists (Lists Records)
10.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
10.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

11 List of All Real-Time Metrics

11.1 Agent Idle Time (Idle Time)
11.2 Agent State
11.3 Agents Busy With Interactions of This Service (Busy Svc)
11.4 Agents in ACW State (ACW Count)
11.5 Agents Ready (Ready)
11.6 Average ACW Time (Avg ACW Time or AACW)
11.7 Average Handle Time (IN Avg Handle Time)
11.8 Average Idle Time (Avg Idle Time)
11.9 Average Preview Time (Avg Preview Time)
11.10 Average Sentiment (Sentiment)
11.11 Average Speed of Answer/Reply (IN ASA)
11.12 Average Success Rate - percentage of successful call attempts (ASR %)
11.13 Busy Agents (Busy)
11.14 Calendar Reminders (CAL Reminders)
11.15 Calendar Reminders in the Past (CAL Overdue)
11.16 Call Handling Rate Per Hour (HR)
11.17 Callbacks Currently Waiting in Queue (CB Waiting)
11.18 Callbacks Requested for the Day (CB Requested)
11.19 Campaign Mode (Mode)
11.20 Completed Records in Active Lists (Lists Completed)
11.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
11.22 Count of Selected Dispositions
11.23 Custom Survey Metric 1 (Survey 1)
11.24 Custom Survey Metric 2 (Survey 2)
11.25 Customer Satisfaction (CSAT)
11.26 Estimated Campaign Duration (Est Duration)
11.27 Estimated Wait Time (IN EWT)
11.28 First Call Resolution (FCR)
11.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
11.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
11.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
11.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
11.33 Inbound Calls Currently in IVR (IN in IVR)
11.34 Inbound Calls Currently Ringing (IN Ringing)
11.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
11.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
11.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
11.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
11.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
11.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
11.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
11.42 Inbound Calls Queued for the Day (IN Queued)
11.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
11.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
11.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
11.46 Inbound Calls Routed to Agents for the Day (IN Routed)
11.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
11.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
11.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
11.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
11.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
11.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
11.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
11.54 Inbound Emails Offered to Agent for the Day (IN Offered)
11.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
11.56 Inbound Emails Replied for the Day (IN Replied)
11.57 Inbound Emails Unanswered for the Day (IN Ignored)
11.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
11.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
11.60 Inbound Interactions Currently in Queue (IN Waiting)
11.61 Inbound Interactions Currently Handled by Agents (IN Active)
11.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
11.63 Inbound Interactions Received for the Day (IN Received)
11.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
11.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
11.66 Inbound Service Level Target
11.67 Inbound Service Level Threshold
11.68 Inbound Transfers Received for the Day (IN Transfers)
11.69 Logged-in Agents (Logged In)
11.70 Max Inbound Wait Time (IN Max Wait)
11.71 Most Frequent Dispositions (Top Dispositions)
11.72 My ACW Time (ACW Time)
11.73 My Break Time (BT)
11.74 My Busy Time (Busy Time)
11.75 My Ready Time (Ready Time)
11.76 My Success Rate (SR)
11.77 My Team Success Rate (TR)
11.78 Net Promoter Score (NPS)
11.79 Not Ready Agents (Not Ready)
11.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
11.81 Number of Interactions on Agent (Active)
11.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
11.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
11.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
11.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
11.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
11.87 Number of Records With a Success Disposition (Successes)
11.88 Occupancy in Campaign/Service (Occupancy)
11.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
11.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
11.91 Outbound Call Attempts for the Day (OUT Dialed)
11.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
11.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
11.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
11.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
11.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
11.97 Outbound Calls Currently in IVR (OUT in IVR)
11.98 Outbound Calls Currently in Queue (OUT Waiting)
11.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
11.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
11.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
11.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
11.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
11.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
11.105 Outbound Calls Queued for the Day (OUT Queued)
11.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
11.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
11.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
11.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
11.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
11.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
11.112 Outbound Current Calling Rate (OUT Call Rate)
11.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
11.114 Outbound Interactions Currently Handled by Agents (OUT Active)
11.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
11.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
11.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
11.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
11.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
11.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
11.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
11.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
11.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
11.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
11.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
11.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
11.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
11.128 Percentage of Records Attempted for the Day (Attempted %)
11.129 Percentage of Records Completed for the Day (Completed %)
11.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
11.131 Percentage of Records Skipped for the Day (Skipped %)
11.132 Quota of Successes for the Calling List Quota Group (Quota)
11.133 Records Attempted for the Day (Attempted)
11.134 Records Completed for the Day (Completed)
11.135 Records Dialable Right Now (Dialable)
11.136 Records Expired (Expired)
11.137 Records Previewed for the Day (Previewed)
11.138 Records Skipped for the Day (Skipped)
11.139 Records State Chart (State Chart)
11.140 Remaining Records in Active Lists (Lists Remaining or RR)
11.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
11.142 Selected Dispositions Percentage
11.143 Time in Preview (Preview Duration)
11.144 Total Number of Records in Active Lists (Lists Records)
11.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
11.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

12 List of All Real-Time Metrics

12.1 Agent Idle Time (Idle Time)
12.2 Agent State
12.3 Agents Busy With Interactions of This Service (Busy Svc)
12.4 Agents in ACW State (ACW Count)
12.5 Agents Ready (Ready)
12.6 Average ACW Time (Avg ACW Time or AACW)
12.7 Average Handle Time (IN Avg Handle Time)
12.8 Average Idle Time (Avg Idle Time)
12.9 Average Preview Time (Avg Preview Time)
12.10 Average Sentiment (Sentiment)
12.11 Average Speed of Answer/Reply (IN ASA)
12.12 Average Success Rate - percentage of successful call attempts (ASR %)
12.13 Busy Agents (Busy)
12.14 Calendar Reminders (CAL Reminders)
12.15 Calendar Reminders in the Past (CAL Overdue)
12.16 Call Handling Rate Per Hour (HR)
12.17 Callbacks Currently Waiting in Queue (CB Waiting)
12.18 Callbacks Requested for the Day (CB Requested)
12.19 Campaign Mode (Mode)
12.20 Completed Records in Active Lists (Lists Completed)
12.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
12.22 Count of Selected Dispositions
12.23 Custom Survey Metric 1 (Survey 1)
12.24 Custom Survey Metric 2 (Survey 2)
12.25 Customer Satisfaction (CSAT)
12.26 Estimated Campaign Duration (Est Duration)
12.27 Estimated Wait Time (IN EWT)
12.28 First Call Resolution (FCR)
12.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
12.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
12.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
12.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
12.33 Inbound Calls Currently in IVR (IN in IVR)
12.34 Inbound Calls Currently Ringing (IN Ringing)
12.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
12.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
12.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
12.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
12.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
12.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
12.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
12.42 Inbound Calls Queued for the Day (IN Queued)
12.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
12.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
12.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
12.46 Inbound Calls Routed to Agents for the Day (IN Routed)
12.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
12.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
12.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
12.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
12.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
12.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
12.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
12.54 Inbound Emails Offered to Agent for the Day (IN Offered)
12.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
12.56 Inbound Emails Replied for the Day (IN Replied)
12.57 Inbound Emails Unanswered for the Day (IN Ignored)
12.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
12.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
12.60 Inbound Interactions Currently in Queue (IN Waiting)
12.61 Inbound Interactions Currently Handled by Agents (IN Active)
12.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
12.63 Inbound Interactions Received for the Day (IN Received)
12.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
12.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
12.66 Inbound Service Level Target
12.67 Inbound Service Level Threshold
12.68 Inbound Transfers Received for the Day (IN Transfers)
12.69 Logged-in Agents (Logged In)
12.70 Max Inbound Wait Time (IN Max Wait)
12.71 Most Frequent Dispositions (Top Dispositions)
12.72 My ACW Time (ACW Time)
12.73 My Break Time (BT)
12.74 My Busy Time (Busy Time)
12.75 My Ready Time (Ready Time)
12.76 My Success Rate (SR)
12.77 My Team Success Rate (TR)
12.78 Net Promoter Score (NPS)
12.79 Not Ready Agents (Not Ready)
12.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
12.81 Number of Interactions on Agent (Active)
12.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
12.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
12.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
12.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
12.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
12.87 Number of Records With a Success Disposition (Successes)
12.88 Occupancy in Campaign/Service (Occupancy)
12.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
12.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
12.91 Outbound Call Attempts for the Day (OUT Dialed)
12.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
12.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
12.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
12.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
12.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
12.97 Outbound Calls Currently in IVR (OUT in IVR)
12.98 Outbound Calls Currently in Queue (OUT Waiting)
12.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
12.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
12.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
12.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
12.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
12.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
12.105 Outbound Calls Queued for the Day (OUT Queued)
12.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
12.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
12.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
12.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
12.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
12.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
12.112 Outbound Current Calling Rate (OUT Call Rate)
12.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
12.114 Outbound Interactions Currently Handled by Agents (OUT Active)
12.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
12.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
12.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
12.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
12.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
12.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
12.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
12.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
12.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
12.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
12.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
12.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
12.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
12.128 Percentage of Records Attempted for the Day (Attempted %)
12.129 Percentage of Records Completed for the Day (Completed %)
12.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
12.131 Percentage of Records Skipped for the Day (Skipped %)
12.132 Quota of Successes for the Calling List Quota Group (Quota)
12.133 Records Attempted for the Day (Attempted)
12.134 Records Completed for the Day (Completed)
12.135 Records Dialable Right Now (Dialable)
12.136 Records Expired (Expired)
12.137 Records Previewed for the Day (Previewed)
12.138 Records Skipped for the Day (Skipped)
12.139 Records State Chart (State Chart)
12.140 Remaining Records in Active Lists (Lists Remaining or RR)
12.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
12.142 Selected Dispositions Percentage
12.143 Time in Preview (Preview Duration)
12.144 Total Number of Records in Active Lists (Lists Records)
12.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
12.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

13 List of All Real-Time Metrics

13.1 Agent Idle Time (Idle Time)
13.2 Agent State
13.3 Agents Busy With Interactions of This Service (Busy Svc)
13.4 Agents in ACW State (ACW Count)
13.5 Agents Ready (Ready)
13.6 Average ACW Time (Avg ACW Time or AACW)
13.7 Average Handle Time (IN Avg Handle Time)
13.8 Average Idle Time (Avg Idle Time)
13.9 Average Preview Time (Avg Preview Time)
13.10 Average Sentiment (Sentiment)
13.11 Average Speed of Answer/Reply (IN ASA)
13.12 Average Success Rate - percentage of successful call attempts (ASR %)
13.13 Busy Agents (Busy)
13.14 Calendar Reminders (CAL Reminders)
13.15 Calendar Reminders in the Past (CAL Overdue)
13.16 Call Handling Rate Per Hour (HR)
13.17 Callbacks Currently Waiting in Queue (CB Waiting)
13.18 Callbacks Requested for the Day (CB Requested)
13.19 Campaign Mode (Mode)
13.20 Completed Records in Active Lists (Lists Completed)
13.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
13.22 Count of Selected Dispositions
13.23 Custom Survey Metric 1 (Survey 1)
13.24 Custom Survey Metric 2 (Survey 2)
13.25 Customer Satisfaction (CSAT)
13.26 Estimated Campaign Duration (Est Duration)
13.27 Estimated Wait Time (IN EWT)
13.28 First Call Resolution (FCR)
13.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
13.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
13.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
13.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
13.33 Inbound Calls Currently in IVR (IN in IVR)
13.34 Inbound Calls Currently Ringing (IN Ringing)
13.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
13.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
13.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
13.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
13.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
13.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
13.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
13.42 Inbound Calls Queued for the Day (IN Queued)
13.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
13.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
13.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
13.46 Inbound Calls Routed to Agents for the Day (IN Routed)
13.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
13.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
13.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
13.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
13.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
13.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
13.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
13.54 Inbound Emails Offered to Agent for the Day (IN Offered)
13.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
13.56 Inbound Emails Replied for the Day (IN Replied)
13.57 Inbound Emails Unanswered for the Day (IN Ignored)
13.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
13.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
13.60 Inbound Interactions Currently in Queue (IN Waiting)
13.61 Inbound Interactions Currently Handled by Agents (IN Active)
13.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
13.63 Inbound Interactions Received for the Day (IN Received)
13.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
13.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
13.66 Inbound Service Level Target
13.67 Inbound Service Level Threshold
13.68 Inbound Transfers Received for the Day (IN Transfers)
13.69 Logged-in Agents (Logged In)
13.70 Max Inbound Wait Time (IN Max Wait)
13.71 Most Frequent Dispositions (Top Dispositions)
13.72 My ACW Time (ACW Time)
13.73 My Break Time (BT)
13.74 My Busy Time (Busy Time)
13.75 My Ready Time (Ready Time)
13.76 My Success Rate (SR)
13.77 My Team Success Rate (TR)
13.78 Net Promoter Score (NPS)
13.79 Not Ready Agents (Not Ready)
13.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
13.81 Number of Interactions on Agent (Active)
13.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
13.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
13.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
13.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
13.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
13.87 Number of Records With a Success Disposition (Successes)
13.88 Occupancy in Campaign/Service (Occupancy)
13.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
13.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
13.91 Outbound Call Attempts for the Day (OUT Dialed)
13.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
13.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
13.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
13.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
13.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
13.97 Outbound Calls Currently in IVR (OUT in IVR)
13.98 Outbound Calls Currently in Queue (OUT Waiting)
13.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
13.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
13.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
13.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
13.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
13.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
13.105 Outbound Calls Queued for the Day (OUT Queued)
13.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
13.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
13.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
13.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
13.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
13.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
13.112 Outbound Current Calling Rate (OUT Call Rate)
13.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
13.114 Outbound Interactions Currently Handled by Agents (OUT Active)
13.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
13.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
13.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
13.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
13.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
13.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
13.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
13.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
13.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
13.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
13.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
13.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
13.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
13.128 Percentage of Records Attempted for the Day (Attempted %)
13.129 Percentage of Records Completed for the Day (Completed %)
13.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
13.131 Percentage of Records Skipped for the Day (Skipped %)
13.132 Quota of Successes for the Calling List Quota Group (Quota)
13.133 Records Attempted for the Day (Attempted)
13.134 Records Completed for the Day (Completed)
13.135 Records Dialable Right Now (Dialable)
13.136 Records Expired (Expired)
13.137 Records Previewed for the Day (Previewed)
13.138 Records Skipped for the Day (Skipped)
13.139 Records State Chart (State Chart)
13.140 Remaining Records in Active Lists (Lists Remaining or RR)
13.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
13.142 Selected Dispositions Percentage
13.143 Time in Preview (Preview Duration)
13.144 Total Number of Records in Active Lists (Lists Records)
13.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
13.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

14 List of All Real-Time Metrics

14.1 Agent Idle Time (Idle Time)
14.2 Agent State
14.3 Agents Busy With Interactions of This Service (Busy Svc)
14.4 Agents in ACW State (ACW Count)
14.5 Agents Ready (Ready)
14.6 Average ACW Time (Avg ACW Time or AACW)
14.7 Average Handle Time (IN Avg Handle Time)
14.8 Average Idle Time (Avg Idle Time)
14.9 Average Preview Time (Avg Preview Time)
14.10 Average Sentiment (Sentiment)
14.11 Average Speed of Answer/Reply (IN ASA)
14.12 Average Success Rate - percentage of successful call attempts (ASR %)
14.13 Busy Agents (Busy)
14.14 Calendar Reminders (CAL Reminders)
14.15 Calendar Reminders in the Past (CAL Overdue)
14.16 Call Handling Rate Per Hour (HR)
14.17 Callbacks Currently Waiting in Queue (CB Waiting)
14.18 Callbacks Requested for the Day (CB Requested)
14.19 Campaign Mode (Mode)
14.20 Completed Records in Active Lists (Lists Completed)
14.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
14.22 Count of Selected Dispositions
14.23 Custom Survey Metric 1 (Survey 1)
14.24 Custom Survey Metric 2 (Survey 2)
14.25 Customer Satisfaction (CSAT)
14.26 Estimated Campaign Duration (Est Duration)
14.27 Estimated Wait Time (IN EWT)
14.28 First Call Resolution (FCR)
14.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
14.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
14.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
14.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
14.33 Inbound Calls Currently in IVR (IN in IVR)
14.34 Inbound Calls Currently Ringing (IN Ringing)
14.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
14.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
14.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
14.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
14.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
14.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
14.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
14.42 Inbound Calls Queued for the Day (IN Queued)
14.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
14.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
14.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
14.46 Inbound Calls Routed to Agents for the Day (IN Routed)
14.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
14.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
14.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
14.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
14.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
14.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
14.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
14.54 Inbound Emails Offered to Agent for the Day (IN Offered)
14.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
14.56 Inbound Emails Replied for the Day (IN Replied)
14.57 Inbound Emails Unanswered for the Day (IN Ignored)
14.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
14.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
14.60 Inbound Interactions Currently in Queue (IN Waiting)
14.61 Inbound Interactions Currently Handled by Agents (IN Active)
14.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
14.63 Inbound Interactions Received for the Day (IN Received)
14.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
14.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
14.66 Inbound Service Level Target
14.67 Inbound Service Level Threshold
14.68 Inbound Transfers Received for the Day (IN Transfers)
14.69 Logged-in Agents (Logged In)
14.70 Max Inbound Wait Time (IN Max Wait)
14.71 Most Frequent Dispositions (Top Dispositions)
14.72 My ACW Time (ACW Time)
14.73 My Break Time (BT)
14.74 My Busy Time (Busy Time)
14.75 My Ready Time (Ready Time)
14.76 My Success Rate (SR)
14.77 My Team Success Rate (TR)
14.78 Net Promoter Score (NPS)
14.79 Not Ready Agents (Not Ready)
14.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
14.81 Number of Interactions on Agent (Active)
14.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
14.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
14.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
14.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
14.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
14.87 Number of Records With a Success Disposition (Successes)
14.88 Occupancy in Campaign/Service (Occupancy)
14.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
14.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
14.91 Outbound Call Attempts for the Day (OUT Dialed)
14.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
14.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
14.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
14.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
14.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
14.97 Outbound Calls Currently in IVR (OUT in IVR)
14.98 Outbound Calls Currently in Queue (OUT Waiting)
14.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
14.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
14.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
14.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
14.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
14.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
14.105 Outbound Calls Queued for the Day (OUT Queued)
14.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
14.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
14.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
14.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
14.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
14.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
14.112 Outbound Current Calling Rate (OUT Call Rate)
14.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
14.114 Outbound Interactions Currently Handled by Agents (OUT Active)
14.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
14.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
14.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
14.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
14.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
14.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
14.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
14.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
14.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
14.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
14.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
14.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
14.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
14.128 Percentage of Records Attempted for the Day (Attempted %)
14.129 Percentage of Records Completed for the Day (Completed %)
14.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
14.131 Percentage of Records Skipped for the Day (Skipped %)
14.132 Quota of Successes for the Calling List Quota Group (Quota)
14.133 Records Attempted for the Day (Attempted)
14.134 Records Completed for the Day (Completed)
14.135 Records Dialable Right Now (Dialable)
14.136 Records Expired (Expired)
14.137 Records Previewed for the Day (Previewed)
14.138 Records Skipped for the Day (Skipped)
14.139 Records State Chart (State Chart)
14.140 Remaining Records in Active Lists (Lists Remaining or RR)
14.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
14.142 Selected Dispositions Percentage
14.143 Time in Preview (Preview Duration)
14.144 Total Number of Records in Active Lists (Lists Records)
14.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
14.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

15 List of All Real-Time Metrics

15.1 Agent Idle Time (Idle Time)
15.2 Agent State
15.3 Agents Busy With Interactions of This Service (Busy Svc)
15.4 Agents in ACW State (ACW Count)
15.5 Agents Ready (Ready)
15.6 Average ACW Time (Avg ACW Time or AACW)
15.7 Average Handle Time (IN Avg Handle Time)
15.8 Average Idle Time (Avg Idle Time)
15.9 Average Preview Time (Avg Preview Time)
15.10 Average Sentiment (Sentiment)
15.11 Average Speed of Answer/Reply (IN ASA)
15.12 Average Success Rate - percentage of successful call attempts (ASR %)
15.13 Busy Agents (Busy)
15.14 Calendar Reminders (CAL Reminders)
15.15 Calendar Reminders in the Past (CAL Overdue)
15.16 Call Handling Rate Per Hour (HR)
15.17 Callbacks Currently Waiting in Queue (CB Waiting)
15.18 Callbacks Requested for the Day (CB Requested)
15.19 Campaign Mode (Mode)
15.20 Completed Records in Active Lists (Lists Completed)
15.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
15.22 Count of Selected Dispositions
15.23 Custom Survey Metric 1 (Survey 1)
15.24 Custom Survey Metric 2 (Survey 2)
15.25 Customer Satisfaction (CSAT)
15.26 Estimated Campaign Duration (Est Duration)
15.27 Estimated Wait Time (IN EWT)
15.28 First Call Resolution (FCR)
15.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
15.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
15.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
15.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
15.33 Inbound Calls Currently in IVR (IN in IVR)
15.34 Inbound Calls Currently Ringing (IN Ringing)
15.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
15.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
15.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
15.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
15.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
15.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
15.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
15.42 Inbound Calls Queued for the Day (IN Queued)
15.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
15.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
15.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
15.46 Inbound Calls Routed to Agents for the Day (IN Routed)
15.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
15.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
15.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
15.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
15.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
15.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
15.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
15.54 Inbound Emails Offered to Agent for the Day (IN Offered)
15.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
15.56 Inbound Emails Replied for the Day (IN Replied)
15.57 Inbound Emails Unanswered for the Day (IN Ignored)
15.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
15.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
15.60 Inbound Interactions Currently in Queue (IN Waiting)
15.61 Inbound Interactions Currently Handled by Agents (IN Active)
15.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
15.63 Inbound Interactions Received for the Day (IN Received)
15.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
15.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
15.66 Inbound Service Level Target
15.67 Inbound Service Level Threshold
15.68 Inbound Transfers Received for the Day (IN Transfers)
15.69 Logged-in Agents (Logged In)
15.70 Max Inbound Wait Time (IN Max Wait)
15.71 Most Frequent Dispositions (Top Dispositions)
15.72 My ACW Time (ACW Time)
15.73 My Break Time (BT)
15.74 My Busy Time (Busy Time)
15.75 My Ready Time (Ready Time)
15.76 My Success Rate (SR)
15.77 My Team Success Rate (TR)
15.78 Net Promoter Score (NPS)
15.79 Not Ready Agents (Not Ready)
15.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
15.81 Number of Interactions on Agent (Active)
15.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
15.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
15.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
15.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
15.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
15.87 Number of Records With a Success Disposition (Successes)
15.88 Occupancy in Campaign/Service (Occupancy)
15.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
15.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
15.91 Outbound Call Attempts for the Day (OUT Dialed)
15.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
15.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
15.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
15.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
15.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
15.97 Outbound Calls Currently in IVR (OUT in IVR)
15.98 Outbound Calls Currently in Queue (OUT Waiting)
15.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
15.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
15.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
15.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
15.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
15.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
15.105 Outbound Calls Queued for the Day (OUT Queued)
15.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
15.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
15.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
15.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
15.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
15.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
15.112 Outbound Current Calling Rate (OUT Call Rate)
15.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
15.114 Outbound Interactions Currently Handled by Agents (OUT Active)
15.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
15.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
15.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
15.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
15.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
15.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
15.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
15.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
15.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
15.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
15.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
15.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
15.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
15.128 Percentage of Records Attempted for the Day (Attempted %)
15.129 Percentage of Records Completed for the Day (Completed %)
15.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
15.131 Percentage of Records Skipped for the Day (Skipped %)
15.132 Quota of Successes for the Calling List Quota Group (Quota)
15.133 Records Attempted for the Day (Attempted)
15.134 Records Completed for the Day (Completed)
15.135 Records Dialable Right Now (Dialable)
15.136 Records Expired (Expired)
15.137 Records Previewed for the Day (Previewed)
15.138 Records Skipped for the Day (Skipped)
15.139 Records State Chart (State Chart)
15.140 Remaining Records in Active Lists (Lists Remaining or RR)
15.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
15.142 Selected Dispositions Percentage
15.143 Time in Preview (Preview Duration)
15.144 Total Number of Records in Active Lists (Lists Records)
15.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
15.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

16 List of All Real-Time Metrics

16.1 Agent Idle Time (Idle Time)
16.2 Agent State
16.3 Agents Busy With Interactions of This Service (Busy Svc)
16.4 Agents in ACW State (ACW Count)
16.5 Agents Ready (Ready)
16.6 Average ACW Time (Avg ACW Time or AACW)
16.7 Average Handle Time (IN Avg Handle Time)
16.8 Average Idle Time (Avg Idle Time)
16.9 Average Preview Time (Avg Preview Time)
16.10 Average Sentiment (Sentiment)
16.11 Average Speed of Answer/Reply (IN ASA)
16.12 Average Success Rate - percentage of successful call attempts (ASR %)
16.13 Busy Agents (Busy)
16.14 Calendar Reminders (CAL Reminders)
16.15 Calendar Reminders in the Past (CAL Overdue)
16.16 Call Handling Rate Per Hour (HR)
16.17 Callbacks Currently Waiting in Queue (CB Waiting)
16.18 Callbacks Requested for the Day (CB Requested)
16.19 Campaign Mode (Mode)
16.20 Completed Records in Active Lists (Lists Completed)
16.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
16.22 Count of Selected Dispositions
16.23 Custom Survey Metric 1 (Survey 1)
16.24 Custom Survey Metric 2 (Survey 2)
16.25 Customer Satisfaction (CSAT)
16.26 Estimated Campaign Duration (Est Duration)
16.27 Estimated Wait Time (IN EWT)
16.28 First Call Resolution (FCR)
16.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
16.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
16.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
16.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
16.33 Inbound Calls Currently in IVR (IN in IVR)
16.34 Inbound Calls Currently Ringing (IN Ringing)
16.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
16.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
16.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
16.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
16.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
16.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
16.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
16.42 Inbound Calls Queued for the Day (IN Queued)
16.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
16.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
16.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
16.46 Inbound Calls Routed to Agents for the Day (IN Routed)
16.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
16.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
16.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
16.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
16.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
16.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
16.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
16.54 Inbound Emails Offered to Agent for the Day (IN Offered)
16.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
16.56 Inbound Emails Replied for the Day (IN Replied)
16.57 Inbound Emails Unanswered for the Day (IN Ignored)
16.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
16.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
16.60 Inbound Interactions Currently in Queue (IN Waiting)
16.61 Inbound Interactions Currently Handled by Agents (IN Active)
16.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
16.63 Inbound Interactions Received for the Day (IN Received)
16.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
16.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
16.66 Inbound Service Level Target
16.67 Inbound Service Level Threshold
16.68 Inbound Transfers Received for the Day (IN Transfers)
16.69 Logged-in Agents (Logged In)
16.70 Max Inbound Wait Time (IN Max Wait)
16.71 Most Frequent Dispositions (Top Dispositions)
16.72 My ACW Time (ACW Time)
16.73 My Break Time (BT)
16.74 My Busy Time (Busy Time)
16.75 My Ready Time (Ready Time)
16.76 My Success Rate (SR)
16.77 My Team Success Rate (TR)
16.78 Net Promoter Score (NPS)
16.79 Not Ready Agents (Not Ready)
16.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
16.81 Number of Interactions on Agent (Active)
16.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
16.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
16.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
16.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
16.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
16.87 Number of Records With a Success Disposition (Successes)
16.88 Occupancy in Campaign/Service (Occupancy)
16.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
16.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
16.91 Outbound Call Attempts for the Day (OUT Dialed)
16.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
16.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
16.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
16.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
16.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
16.97 Outbound Calls Currently in IVR (OUT in IVR)
16.98 Outbound Calls Currently in Queue (OUT Waiting)
16.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
16.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
16.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
16.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
16.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
16.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
16.105 Outbound Calls Queued for the Day (OUT Queued)
16.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
16.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
16.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
16.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
16.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
16.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
16.112 Outbound Current Calling Rate (OUT Call Rate)
16.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
16.114 Outbound Interactions Currently Handled by Agents (OUT Active)
16.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
16.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
16.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
16.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
16.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
16.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
16.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
16.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
16.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
16.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
16.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
16.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
16.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
16.128 Percentage of Records Attempted for the Day (Attempted %)
16.129 Percentage of Records Completed for the Day (Completed %)
16.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
16.131 Percentage of Records Skipped for the Day (Skipped %)
16.132 Quota of Successes for the Calling List Quota Group (Quota)
16.133 Records Attempted for the Day (Attempted)
16.134 Records Completed for the Day (Completed)
16.135 Records Dialable Right Now (Dialable)
16.136 Records Expired (Expired)
16.137 Records Previewed for the Day (Previewed)
16.138 Records Skipped for the Day (Skipped)
16.139 Records State Chart (State Chart)
16.140 Remaining Records in Active Lists (Lists Remaining or RR)
16.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
16.142 Selected Dispositions Percentage
16.143 Time in Preview (Preview Duration)
16.144 Total Number of Records in Active Lists (Lists Records)
16.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
16.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

17 List of All Real-Time Metrics

17.1 Agent Idle Time (Idle Time)
17.2 Agent State
17.3 Agents Busy With Interactions of This Service (Busy Svc)
17.4 Agents in ACW State (ACW Count)
17.5 Agents Ready (Ready)
17.6 Average ACW Time (Avg ACW Time or AACW)
17.7 Average Handle Time (IN Avg Handle Time)
17.8 Average Idle Time (Avg Idle Time)
17.9 Average Preview Time (Avg Preview Time)
17.10 Average Sentiment (Sentiment)
17.11 Average Speed of Answer/Reply (IN ASA)
17.12 Average Success Rate - percentage of successful call attempts (ASR %)
17.13 Busy Agents (Busy)
17.14 Calendar Reminders (CAL Reminders)
17.15 Calendar Reminders in the Past (CAL Overdue)
17.16 Call Handling Rate Per Hour (HR)
17.17 Callbacks Currently Waiting in Queue (CB Waiting)
17.18 Callbacks Requested for the Day (CB Requested)
17.19 Campaign Mode (Mode)
17.20 Completed Records in Active Lists (Lists Completed)
17.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
17.22 Count of Selected Dispositions
17.23 Custom Survey Metric 1 (Survey 1)
17.24 Custom Survey Metric 2 (Survey 2)
17.25 Customer Satisfaction (CSAT)
17.26 Estimated Campaign Duration (Est Duration)
17.27 Estimated Wait Time (IN EWT)
17.28 First Call Resolution (FCR)
17.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
17.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
17.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
17.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
17.33 Inbound Calls Currently in IVR (IN in IVR)
17.34 Inbound Calls Currently Ringing (IN Ringing)
17.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
17.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
17.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
17.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
17.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
17.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
17.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
17.42 Inbound Calls Queued for the Day (IN Queued)
17.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
17.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
17.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
17.46 Inbound Calls Routed to Agents for the Day (IN Routed)
17.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
17.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
17.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
17.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
17.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
17.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
17.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
17.54 Inbound Emails Offered to Agent for the Day (IN Offered)
17.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
17.56 Inbound Emails Replied for the Day (IN Replied)
17.57 Inbound Emails Unanswered for the Day (IN Ignored)
17.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
17.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
17.60 Inbound Interactions Currently in Queue (IN Waiting)
17.61 Inbound Interactions Currently Handled by Agents (IN Active)
17.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
17.63 Inbound Interactions Received for the Day (IN Received)
17.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
17.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
17.66 Inbound Service Level Target
17.67 Inbound Service Level Threshold
17.68 Inbound Transfers Received for the Day (IN Transfers)
17.69 Logged-in Agents (Logged In)
17.70 Max Inbound Wait Time (IN Max Wait)
17.71 Most Frequent Dispositions (Top Dispositions)
17.72 My ACW Time (ACW Time)
17.73 My Break Time (BT)
17.74 My Busy Time (Busy Time)
17.75 My Ready Time (Ready Time)
17.76 My Success Rate (SR)
17.77 My Team Success Rate (TR)
17.78 Net Promoter Score (NPS)
17.79 Not Ready Agents (Not Ready)
17.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
17.81 Number of Interactions on Agent (Active)
17.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
17.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
17.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
17.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
17.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
17.87 Number of Records With a Success Disposition (Successes)
17.88 Occupancy in Campaign/Service (Occupancy)
17.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
17.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
17.91 Outbound Call Attempts for the Day (OUT Dialed)
17.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
17.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
17.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
17.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
17.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
17.97 Outbound Calls Currently in IVR (OUT in IVR)
17.98 Outbound Calls Currently in Queue (OUT Waiting)
17.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
17.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
17.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
17.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
17.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
17.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
17.105 Outbound Calls Queued for the Day (OUT Queued)
17.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
17.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
17.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
17.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
17.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
17.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
17.112 Outbound Current Calling Rate (OUT Call Rate)
17.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
17.114 Outbound Interactions Currently Handled by Agents (OUT Active)
17.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
17.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
17.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
17.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
17.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
17.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
17.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
17.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
17.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
17.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
17.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
17.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
17.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
17.128 Percentage of Records Attempted for the Day (Attempted %)
17.129 Percentage of Records Completed for the Day (Completed %)
17.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
17.131 Percentage of Records Skipped for the Day (Skipped %)
17.132 Quota of Successes for the Calling List Quota Group (Quota)
17.133 Records Attempted for the Day (Attempted)
17.134 Records Completed for the Day (Completed)
17.135 Records Dialable Right Now (Dialable)
17.136 Records Expired (Expired)
17.137 Records Previewed for the Day (Previewed)
17.138 Records Skipped for the Day (Skipped)
17.139 Records State Chart (State Chart)
17.140 Remaining Records in Active Lists (Lists Remaining or RR)
17.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
17.142 Selected Dispositions Percentage
17.143 Time in Preview (Preview Duration)
17.144 Total Number of Records in Active Lists (Lists Records)
17.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
17.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

18 List of All Real-Time Metrics

18.1 Agent Idle Time (Idle Time)
18.2 Agent State
18.3 Agents Busy With Interactions of This Service (Busy Svc)
18.4 Agents in ACW State (ACW Count)
18.5 Agents Ready (Ready)
18.6 Average ACW Time (Avg ACW Time or AACW)
18.7 Average Handle Time (IN Avg Handle Time)
18.8 Average Idle Time (Avg Idle Time)
18.9 Average Preview Time (Avg Preview Time)
18.10 Average Sentiment (Sentiment)
18.11 Average Speed of Answer/Reply (IN ASA)
18.12 Average Success Rate - percentage of successful call attempts (ASR %)
18.13 Busy Agents (Busy)
18.14 Calendar Reminders (CAL Reminders)
18.15 Calendar Reminders in the Past (CAL Overdue)
18.16 Call Handling Rate Per Hour (HR)
18.17 Callbacks Currently Waiting in Queue (CB Waiting)
18.18 Callbacks Requested for the Day (CB Requested)
18.19 Campaign Mode (Mode)
18.20 Completed Records in Active Lists (Lists Completed)
18.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
18.22 Count of Selected Dispositions
18.23 Custom Survey Metric 1 (Survey 1)
18.24 Custom Survey Metric 2 (Survey 2)
18.25 Customer Satisfaction (CSAT)
18.26 Estimated Campaign Duration (Est Duration)
18.27 Estimated Wait Time (IN EWT)
18.28 First Call Resolution (FCR)
18.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
18.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
18.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
18.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
18.33 Inbound Calls Currently in IVR (IN in IVR)
18.34 Inbound Calls Currently Ringing (IN Ringing)
18.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
18.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
18.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
18.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
18.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
18.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
18.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
18.42 Inbound Calls Queued for the Day (IN Queued)
18.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
18.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
18.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
18.46 Inbound Calls Routed to Agents for the Day (IN Routed)
18.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
18.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
18.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
18.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
18.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
18.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
18.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
18.54 Inbound Emails Offered to Agent for the Day (IN Offered)
18.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
18.56 Inbound Emails Replied for the Day (IN Replied)
18.57 Inbound Emails Unanswered for the Day (IN Ignored)
18.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
18.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
18.60 Inbound Interactions Currently in Queue (IN Waiting)
18.61 Inbound Interactions Currently Handled by Agents (IN Active)
18.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
18.63 Inbound Interactions Received for the Day (IN Received)
18.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
18.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
18.66 Inbound Service Level Target
18.67 Inbound Service Level Threshold
18.68 Inbound Transfers Received for the Day (IN Transfers)
18.69 Logged-in Agents (Logged In)
18.70 Max Inbound Wait Time (IN Max Wait)
18.71 Most Frequent Dispositions (Top Dispositions)
18.72 My ACW Time (ACW Time)
18.73 My Break Time (BT)
18.74 My Busy Time (Busy Time)
18.75 My Ready Time (Ready Time)
18.76 My Success Rate (SR)
18.77 My Team Success Rate (TR)
18.78 Net Promoter Score (NPS)
18.79 Not Ready Agents (Not Ready)
18.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
18.81 Number of Interactions on Agent (Active)
18.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
18.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
18.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
18.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
18.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
18.87 Number of Records With a Success Disposition (Successes)
18.88 Occupancy in Campaign/Service (Occupancy)
18.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
18.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
18.91 Outbound Call Attempts for the Day (OUT Dialed)
18.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
18.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
18.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
18.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
18.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
18.97 Outbound Calls Currently in IVR (OUT in IVR)
18.98 Outbound Calls Currently in Queue (OUT Waiting)
18.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
18.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
18.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
18.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
18.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
18.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
18.105 Outbound Calls Queued for the Day (OUT Queued)
18.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
18.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
18.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
18.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
18.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
18.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
18.112 Outbound Current Calling Rate (OUT Call Rate)
18.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
18.114 Outbound Interactions Currently Handled by Agents (OUT Active)
18.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
18.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
18.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
18.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
18.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
18.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
18.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
18.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
18.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
18.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
18.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
18.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
18.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
18.128 Percentage of Records Attempted for the Day (Attempted %)
18.129 Percentage of Records Completed for the Day (Completed %)
18.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
18.131 Percentage of Records Skipped for the Day (Skipped %)
18.132 Quota of Successes for the Calling List Quota Group (Quota)
18.133 Records Attempted for the Day (Attempted)
18.134 Records Completed for the Day (Completed)
18.135 Records Dialable Right Now (Dialable)
18.136 Records Expired (Expired)
18.137 Records Previewed for the Day (Previewed)
18.138 Records Skipped for the Day (Skipped)
18.139 Records State Chart (State Chart)
18.140 Remaining Records in Active Lists (Lists Remaining or RR)
18.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
18.142 Selected Dispositions Percentage
18.143 Time in Preview (Preview Duration)
18.144 Total Number of Records in Active Lists (Lists Records)
18.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
18.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

19 List of All Real-Time Metrics

19.1 Agent Idle Time (Idle Time)
19.2 Agent State
19.3 Agents Busy With Interactions of This Service (Busy Svc)
19.4 Agents in ACW State (ACW Count)
19.5 Agents Ready (Ready)
19.6 Average ACW Time (Avg ACW Time or AACW)
19.7 Average Handle Time (IN Avg Handle Time)
19.8 Average Idle Time (Avg Idle Time)
19.9 Average Preview Time (Avg Preview Time)
19.10 Average Sentiment (Sentiment)
19.11 Average Speed of Answer/Reply (IN ASA)
19.12 Average Success Rate - percentage of successful call attempts (ASR %)
19.13 Busy Agents (Busy)
19.14 Calendar Reminders (CAL Reminders)
19.15 Calendar Reminders in the Past (CAL Overdue)
19.16 Call Handling Rate Per Hour (HR)
19.17 Callbacks Currently Waiting in Queue (CB Waiting)
19.18 Callbacks Requested for the Day (CB Requested)
19.19 Campaign Mode (Mode)
19.20 Completed Records in Active Lists (Lists Completed)
19.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
19.22 Count of Selected Dispositions
19.23 Custom Survey Metric 1 (Survey 1)
19.24 Custom Survey Metric 2 (Survey 2)
19.25 Customer Satisfaction (CSAT)
19.26 Estimated Campaign Duration (Est Duration)
19.27 Estimated Wait Time (IN EWT)
19.28 First Call Resolution (FCR)
19.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
19.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
19.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
19.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
19.33 Inbound Calls Currently in IVR (IN in IVR)
19.34 Inbound Calls Currently Ringing (IN Ringing)
19.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
19.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
19.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
19.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
19.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
19.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
19.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
19.42 Inbound Calls Queued for the Day (IN Queued)
19.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
19.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
19.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
19.46 Inbound Calls Routed to Agents for the Day (IN Routed)
19.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
19.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
19.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
19.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
19.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
19.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
19.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
19.54 Inbound Emails Offered to Agent for the Day (IN Offered)
19.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
19.56 Inbound Emails Replied for the Day (IN Replied)
19.57 Inbound Emails Unanswered for the Day (IN Ignored)
19.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
19.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
19.60 Inbound Interactions Currently in Queue (IN Waiting)
19.61 Inbound Interactions Currently Handled by Agents (IN Active)
19.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
19.63 Inbound Interactions Received for the Day (IN Received)
19.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
19.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
19.66 Inbound Service Level Target
19.67 Inbound Service Level Threshold
19.68 Inbound Transfers Received for the Day (IN Transfers)
19.69 Logged-in Agents (Logged In)
19.70 Max Inbound Wait Time (IN Max Wait)
19.71 Most Frequent Dispositions (Top Dispositions)
19.72 My ACW Time (ACW Time)
19.73 My Break Time (BT)
19.74 My Busy Time (Busy Time)
19.75 My Ready Time (Ready Time)
19.76 My Success Rate (SR)
19.77 My Team Success Rate (TR)
19.78 Net Promoter Score (NPS)
19.79 Not Ready Agents (Not Ready)
19.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
19.81 Number of Interactions on Agent (Active)
19.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
19.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
19.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
19.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
19.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
19.87 Number of Records With a Success Disposition (Successes)
19.88 Occupancy in Campaign/Service (Occupancy)
19.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
19.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
19.91 Outbound Call Attempts for the Day (OUT Dialed)
19.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
19.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
19.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
19.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
19.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
19.97 Outbound Calls Currently in IVR (OUT in IVR)
19.98 Outbound Calls Currently in Queue (OUT Waiting)
19.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
19.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
19.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
19.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
19.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
19.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
19.105 Outbound Calls Queued for the Day (OUT Queued)
19.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
19.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
19.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
19.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
19.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
19.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
19.112 Outbound Current Calling Rate (OUT Call Rate)
19.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
19.114 Outbound Interactions Currently Handled by Agents (OUT Active)
19.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
19.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
19.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
19.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
19.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
19.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
19.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
19.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
19.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
19.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
19.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
19.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
19.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
19.128 Percentage of Records Attempted for the Day (Attempted %)
19.129 Percentage of Records Completed for the Day (Completed %)
19.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
19.131 Percentage of Records Skipped for the Day (Skipped %)
19.132 Quota of Successes for the Calling List Quota Group (Quota)
19.133 Records Attempted for the Day (Attempted)
19.134 Records Completed for the Day (Completed)
19.135 Records Dialable Right Now (Dialable)
19.136 Records Expired (Expired)
19.137 Records Previewed for the Day (Previewed)
19.138 Records Skipped for the Day (Skipped)
19.139 Records State Chart (State Chart)
19.140 Remaining Records in Active Lists (Lists Remaining or RR)
19.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
19.142 Selected Dispositions Percentage
19.143 Time in Preview (Preview Duration)
19.144 Total Number of Records in Active Lists (Lists Records)
19.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
19.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

20 List of All Real-Time Metrics

20.1 Agent Idle Time (Idle Time)
20.2 Agent State
20.3 Agents Busy With Interactions of This Service (Busy Svc)
20.4 Agents in ACW State (ACW Count)
20.5 Agents Ready (Ready)
20.6 Average ACW Time (Avg ACW Time or AACW)
20.7 Average Handle Time (IN Avg Handle Time)
20.8 Average Idle Time (Avg Idle Time)
20.9 Average Preview Time (Avg Preview Time)
20.10 Average Sentiment (Sentiment)
20.11 Average Speed of Answer/Reply (IN ASA)
20.12 Average Success Rate - percentage of successful call attempts (ASR %)
20.13 Busy Agents (Busy)
20.14 Calendar Reminders (CAL Reminders)
20.15 Calendar Reminders in the Past (CAL Overdue)
20.16 Call Handling Rate Per Hour (HR)
20.17 Callbacks Currently Waiting in Queue (CB Waiting)
20.18 Callbacks Requested for the Day (CB Requested)
20.19 Campaign Mode (Mode)
20.20 Completed Records in Active Lists (Lists Completed)
20.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
20.22 Count of Selected Dispositions
20.23 Custom Survey Metric 1 (Survey 1)
20.24 Custom Survey Metric 2 (Survey 2)
20.25 Customer Satisfaction (CSAT)
20.26 Estimated Campaign Duration (Est Duration)
20.27 Estimated Wait Time (IN EWT)
20.28 First Call Resolution (FCR)
20.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
20.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
20.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
20.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
20.33 Inbound Calls Currently in IVR (IN in IVR)
20.34 Inbound Calls Currently Ringing (IN Ringing)
20.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
20.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
20.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
20.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
20.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
20.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
20.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
20.42 Inbound Calls Queued for the Day (IN Queued)
20.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
20.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
20.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
20.46 Inbound Calls Routed to Agents for the Day (IN Routed)
20.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
20.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
20.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
20.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
20.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
20.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
20.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
20.54 Inbound Emails Offered to Agent for the Day (IN Offered)
20.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
20.56 Inbound Emails Replied for the Day (IN Replied)
20.57 Inbound Emails Unanswered for the Day (IN Ignored)
20.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
20.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
20.60 Inbound Interactions Currently in Queue (IN Waiting)
20.61 Inbound Interactions Currently Handled by Agents (IN Active)
20.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
20.63 Inbound Interactions Received for the Day (IN Received)
20.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
20.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
20.66 Inbound Service Level Target
20.67 Inbound Service Level Threshold
20.68 Inbound Transfers Received for the Day (IN Transfers)
20.69 Logged-in Agents (Logged In)
20.70 Max Inbound Wait Time (IN Max Wait)
20.71 Most Frequent Dispositions (Top Dispositions)
20.72 My ACW Time (ACW Time)
20.73 My Break Time (BT)
20.74 My Busy Time (Busy Time)
20.75 My Ready Time (Ready Time)
20.76 My Success Rate (SR)
20.77 My Team Success Rate (TR)
20.78 Net Promoter Score (NPS)
20.79 Not Ready Agents (Not Ready)
20.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
20.81 Number of Interactions on Agent (Active)
20.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
20.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
20.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
20.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
20.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
20.87 Number of Records With a Success Disposition (Successes)
20.88 Occupancy in Campaign/Service (Occupancy)
20.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
20.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
20.91 Outbound Call Attempts for the Day (OUT Dialed)
20.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
20.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
20.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
20.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
20.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
20.97 Outbound Calls Currently in IVR (OUT in IVR)
20.98 Outbound Calls Currently in Queue (OUT Waiting)
20.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
20.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
20.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
20.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
20.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
20.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
20.105 Outbound Calls Queued for the Day (OUT Queued)
20.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
20.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
20.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
20.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
20.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
20.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
20.112 Outbound Current Calling Rate (OUT Call Rate)
20.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
20.114 Outbound Interactions Currently Handled by Agents (OUT Active)
20.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
20.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
20.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
20.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
20.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
20.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
20.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
20.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
20.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
20.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
20.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
20.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
20.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
20.128 Percentage of Records Attempted for the Day (Attempted %)
20.129 Percentage of Records Completed for the Day (Completed %)
20.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
20.131 Percentage of Records Skipped for the Day (Skipped %)
20.132 Quota of Successes for the Calling List Quota Group (Quota)
20.133 Records Attempted for the Day (Attempted)
20.134 Records Completed for the Day (Completed)
20.135 Records Dialable Right Now (Dialable)
20.136 Records Expired (Expired)
20.137 Records Previewed for the Day (Previewed)
20.138 Records Skipped for the Day (Skipped)
20.139 Records State Chart (State Chart)
20.140 Remaining Records in Active Lists (Lists Remaining or RR)
20.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
20.142 Selected Dispositions Percentage
20.143 Time in Preview (Preview Duration)
20.144 Total Number of Records in Active Lists (Lists Records)
20.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
20.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

21 List of All Real-Time Metrics

21.1 Agent Idle Time (Idle Time)
21.2 Agent State
21.3 Agents Busy With Interactions of This Service (Busy Svc)
21.4 Agents in ACW State (ACW Count)
21.5 Agents Ready (Ready)
21.6 Average ACW Time (Avg ACW Time or AACW)
21.7 Average Handle Time (IN Avg Handle Time)
21.8 Average Idle Time (Avg Idle Time)
21.9 Average Preview Time (Avg Preview Time)
21.10 Average Sentiment (Sentiment)
21.11 Average Speed of Answer/Reply (IN ASA)
21.12 Average Success Rate - percentage of successful call attempts (ASR %)
21.13 Busy Agents (Busy)
21.14 Calendar Reminders (CAL Reminders)
21.15 Calendar Reminders in the Past (CAL Overdue)
21.16 Call Handling Rate Per Hour (HR)
21.17 Callbacks Currently Waiting in Queue (CB Waiting)
21.18 Callbacks Requested for the Day (CB Requested)
21.19 Campaign Mode (Mode)
21.20 Completed Records in Active Lists (Lists Completed)
21.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
21.22 Count of Selected Dispositions
21.23 Custom Survey Metric 1 (Survey 1)
21.24 Custom Survey Metric 2 (Survey 2)
21.25 Customer Satisfaction (CSAT)
21.26 Estimated Campaign Duration (Est Duration)
21.27 Estimated Wait Time (IN EWT)
21.28 First Call Resolution (FCR)
21.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
21.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
21.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
21.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
21.33 Inbound Calls Currently in IVR (IN in IVR)
21.34 Inbound Calls Currently Ringing (IN Ringing)
21.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
21.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
21.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
21.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
21.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
21.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
21.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
21.42 Inbound Calls Queued for the Day (IN Queued)
21.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
21.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
21.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
21.46 Inbound Calls Routed to Agents for the Day (IN Routed)
21.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
21.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
21.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
21.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
21.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
21.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
21.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
21.54 Inbound Emails Offered to Agent for the Day (IN Offered)
21.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
21.56 Inbound Emails Replied for the Day (IN Replied)
21.57 Inbound Emails Unanswered for the Day (IN Ignored)
21.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
21.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
21.60 Inbound Interactions Currently in Queue (IN Waiting)
21.61 Inbound Interactions Currently Handled by Agents (IN Active)
21.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
21.63 Inbound Interactions Received for the Day (IN Received)
21.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
21.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
21.66 Inbound Service Level Target
21.67 Inbound Service Level Threshold
21.68 Inbound Transfers Received for the Day (IN Transfers)
21.69 Logged-in Agents (Logged In)
21.70 Max Inbound Wait Time (IN Max Wait)
21.71 Most Frequent Dispositions (Top Dispositions)
21.72 My ACW Time (ACW Time)
21.73 My Break Time (BT)
21.74 My Busy Time (Busy Time)
21.75 My Ready Time (Ready Time)
21.76 My Success Rate (SR)
21.77 My Team Success Rate (TR)
21.78 Net Promoter Score (NPS)
21.79 Not Ready Agents (Not Ready)
21.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
21.81 Number of Interactions on Agent (Active)
21.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
21.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
21.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
21.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
21.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
21.87 Number of Records With a Success Disposition (Successes)
21.88 Occupancy in Campaign/Service (Occupancy)
21.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
21.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
21.91 Outbound Call Attempts for the Day (OUT Dialed)
21.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
21.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
21.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
21.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
21.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
21.97 Outbound Calls Currently in IVR (OUT in IVR)
21.98 Outbound Calls Currently in Queue (OUT Waiting)
21.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
21.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
21.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
21.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
21.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
21.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
21.105 Outbound Calls Queued for the Day (OUT Queued)
21.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
21.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
21.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
21.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
21.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
21.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
21.112 Outbound Current Calling Rate (OUT Call Rate)
21.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
21.114 Outbound Interactions Currently Handled by Agents (OUT Active)
21.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
21.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
21.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
21.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
21.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
21.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
21.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
21.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
21.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
21.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
21.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
21.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
21.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
21.128 Percentage of Records Attempted for the Day (Attempted %)
21.129 Percentage of Records Completed for the Day (Completed %)
21.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
21.131 Percentage of Records Skipped for the Day (Skipped %)
21.132 Quota of Successes for the Calling List Quota Group (Quota)
21.133 Records Attempted for the Day (Attempted)
21.134 Records Completed for the Day (Completed)
21.135 Records Dialable Right Now (Dialable)
21.136 Records Expired (Expired)
21.137 Records Previewed for the Day (Previewed)
21.138 Records Skipped for the Day (Skipped)
21.139 Records State Chart (State Chart)
21.140 Remaining Records in Active Lists (Lists Remaining or RR)
21.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
21.142 Selected Dispositions Percentage
21.143 Time in Preview (Preview Duration)
21.144 Total Number of Records in Active Lists (Lists Records)
21.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
21.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

22 List of All Real-Time Metrics

22.1 Agent Idle Time (Idle Time)
22.2 Agent State
22.3 Agents Busy With Interactions of This Service (Busy Svc)
22.4 Agents in ACW State (ACW Count)
22.5 Agents Ready (Ready)
22.6 Average ACW Time (Avg ACW Time or AACW)
22.7 Average Handle Time (IN Avg Handle Time)
22.8 Average Idle Time (Avg Idle Time)
22.9 Average Preview Time (Avg Preview Time)
22.10 Average Sentiment (Sentiment)
22.11 Average Speed of Answer/Reply (IN ASA)
22.12 Average Success Rate - percentage of successful call attempts (ASR %)
22.13 Busy Agents (Busy)
22.14 Calendar Reminders (CAL Reminders)
22.15 Calendar Reminders in the Past (CAL Overdue)
22.16 Call Handling Rate Per Hour (HR)
22.17 Callbacks Currently Waiting in Queue (CB Waiting)
22.18 Callbacks Requested for the Day (CB Requested)
22.19 Campaign Mode (Mode)
22.20 Completed Records in Active Lists (Lists Completed)
22.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
22.22 Count of Selected Dispositions
22.23 Custom Survey Metric 1 (Survey 1)
22.24 Custom Survey Metric 2 (Survey 2)
22.25 Customer Satisfaction (CSAT)
22.26 Estimated Campaign Duration (Est Duration)
22.27 Estimated Wait Time (IN EWT)
22.28 First Call Resolution (FCR)
22.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
22.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
22.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
22.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
22.33 Inbound Calls Currently in IVR (IN in IVR)
22.34 Inbound Calls Currently Ringing (IN Ringing)
22.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
22.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
22.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
22.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
22.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
22.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
22.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
22.42 Inbound Calls Queued for the Day (IN Queued)
22.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
22.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
22.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
22.46 Inbound Calls Routed to Agents for the Day (IN Routed)
22.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
22.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
22.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
22.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
22.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
22.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
22.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
22.54 Inbound Emails Offered to Agent for the Day (IN Offered)
22.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
22.56 Inbound Emails Replied for the Day (IN Replied)
22.57 Inbound Emails Unanswered for the Day (IN Ignored)
22.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
22.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
22.60 Inbound Interactions Currently in Queue (IN Waiting)
22.61 Inbound Interactions Currently Handled by Agents (IN Active)
22.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
22.63 Inbound Interactions Received for the Day (IN Received)
22.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
22.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
22.66 Inbound Service Level Target
22.67 Inbound Service Level Threshold
22.68 Inbound Transfers Received for the Day (IN Transfers)
22.69 Logged-in Agents (Logged In)
22.70 Max Inbound Wait Time (IN Max Wait)
22.71 Most Frequent Dispositions (Top Dispositions)
22.72 My ACW Time (ACW Time)
22.73 My Break Time (BT)
22.74 My Busy Time (Busy Time)
22.75 My Ready Time (Ready Time)
22.76 My Success Rate (SR)
22.77 My Team Success Rate (TR)
22.78 Net Promoter Score (NPS)
22.79 Not Ready Agents (Not Ready)
22.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
22.81 Number of Interactions on Agent (Active)
22.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
22.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
22.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
22.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
22.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
22.87 Number of Records With a Success Disposition (Successes)
22.88 Occupancy in Campaign/Service (Occupancy)
22.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
22.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
22.91 Outbound Call Attempts for the Day (OUT Dialed)
22.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
22.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
22.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
22.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
22.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
22.97 Outbound Calls Currently in IVR (OUT in IVR)
22.98 Outbound Calls Currently in Queue (OUT Waiting)
22.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
22.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
22.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
22.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
22.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
22.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
22.105 Outbound Calls Queued for the Day (OUT Queued)
22.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
22.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
22.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
22.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
22.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
22.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
22.112 Outbound Current Calling Rate (OUT Call Rate)
22.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
22.114 Outbound Interactions Currently Handled by Agents (OUT Active)
22.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
22.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
22.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
22.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
22.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
22.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
22.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
22.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
22.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
22.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
22.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
22.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
22.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
22.128 Percentage of Records Attempted for the Day (Attempted %)
22.129 Percentage of Records Completed for the Day (Completed %)
22.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
22.131 Percentage of Records Skipped for the Day (Skipped %)
22.132 Quota of Successes for the Calling List Quota Group (Quota)
22.133 Records Attempted for the Day (Attempted)
22.134 Records Completed for the Day (Completed)
22.135 Records Dialable Right Now (Dialable)
22.136 Records Expired (Expired)
22.137 Records Previewed for the Day (Previewed)
22.138 Records Skipped for the Day (Skipped)
22.139 Records State Chart (State Chart)
22.140 Remaining Records in Active Lists (Lists Remaining or RR)
22.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
22.142 Selected Dispositions Percentage
22.143 Time in Preview (Preview Duration)
22.144 Total Number of Records in Active Lists (Lists Records)
22.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
22.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

23 List of All Real-Time Metrics

23.1 Agent Idle Time (Idle Time)
23.2 Agent State
23.3 Agents Busy With Interactions of This Service (Busy Svc)
23.4 Agents in ACW State (ACW Count)
23.5 Agents Ready (Ready)
23.6 Average ACW Time (Avg ACW Time or AACW)
23.7 Average Handle Time (IN Avg Handle Time)
23.8 Average Idle Time (Avg Idle Time)
23.9 Average Preview Time (Avg Preview Time)
23.10 Average Sentiment (Sentiment)
23.11 Average Speed of Answer/Reply (IN ASA)
23.12 Average Success Rate - percentage of successful call attempts (ASR %)
23.13 Busy Agents (Busy)
23.14 Calendar Reminders (CAL Reminders)
23.15 Calendar Reminders in the Past (CAL Overdue)
23.16 Call Handling Rate Per Hour (HR)
23.17 Callbacks Currently Waiting in Queue (CB Waiting)
23.18 Callbacks Requested for the Day (CB Requested)
23.19 Campaign Mode (Mode)
23.20 Completed Records in Active Lists (Lists Completed)
23.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
23.22 Count of Selected Dispositions
23.23 Custom Survey Metric 1 (Survey 1)
23.24 Custom Survey Metric 2 (Survey 2)
23.25 Customer Satisfaction (CSAT)
23.26 Estimated Campaign Duration (Est Duration)
23.27 Estimated Wait Time (IN EWT)
23.28 First Call Resolution (FCR)
23.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
23.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
23.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
23.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
23.33 Inbound Calls Currently in IVR (IN in IVR)
23.34 Inbound Calls Currently Ringing (IN Ringing)
23.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
23.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
23.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
23.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
23.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
23.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
23.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
23.42 Inbound Calls Queued for the Day (IN Queued)
23.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
23.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
23.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
23.46 Inbound Calls Routed to Agents for the Day (IN Routed)
23.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
23.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
23.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
23.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
23.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
23.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
23.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
23.54 Inbound Emails Offered to Agent for the Day (IN Offered)
23.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
23.56 Inbound Emails Replied for the Day (IN Replied)
23.57 Inbound Emails Unanswered for the Day (IN Ignored)
23.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
23.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
23.60 Inbound Interactions Currently in Queue (IN Waiting)
23.61 Inbound Interactions Currently Handled by Agents (IN Active)
23.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
23.63 Inbound Interactions Received for the Day (IN Received)
23.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
23.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
23.66 Inbound Service Level Target
23.67 Inbound Service Level Threshold
23.68 Inbound Transfers Received for the Day (IN Transfers)
23.69 Logged-in Agents (Logged In)
23.70 Max Inbound Wait Time (IN Max Wait)
23.71 Most Frequent Dispositions (Top Dispositions)
23.72 My ACW Time (ACW Time)
23.73 My Break Time (BT)
23.74 My Busy Time (Busy Time)
23.75 My Ready Time (Ready Time)
23.76 My Success Rate (SR)
23.77 My Team Success Rate (TR)
23.78 Net Promoter Score (NPS)
23.79 Not Ready Agents (Not Ready)
23.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
23.81 Number of Interactions on Agent (Active)
23.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
23.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
23.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
23.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
23.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
23.87 Number of Records With a Success Disposition (Successes)
23.88 Occupancy in Campaign/Service (Occupancy)
23.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
23.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
23.91 Outbound Call Attempts for the Day (OUT Dialed)
23.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
23.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
23.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
23.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
23.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
23.97 Outbound Calls Currently in IVR (OUT in IVR)
23.98 Outbound Calls Currently in Queue (OUT Waiting)
23.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
23.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
23.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
23.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
23.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
23.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
23.105 Outbound Calls Queued for the Day (OUT Queued)
23.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
23.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
23.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
23.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
23.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
23.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
23.112 Outbound Current Calling Rate (OUT Call Rate)
23.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
23.114 Outbound Interactions Currently Handled by Agents (OUT Active)
23.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
23.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
23.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
23.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
23.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
23.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
23.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
23.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
23.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
23.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
23.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
23.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
23.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
23.128 Percentage of Records Attempted for the Day (Attempted %)
23.129 Percentage of Records Completed for the Day (Completed %)
23.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
23.131 Percentage of Records Skipped for the Day (Skipped %)
23.132 Quota of Successes for the Calling List Quota Group (Quota)
23.133 Records Attempted for the Day (Attempted)
23.134 Records Completed for the Day (Completed)
23.135 Records Dialable Right Now (Dialable)
23.136 Records Expired (Expired)
23.137 Records Previewed for the Day (Previewed)
23.138 Records Skipped for the Day (Skipped)
23.139 Records State Chart (State Chart)
23.140 Remaining Records in Active Lists (Lists Remaining or RR)
23.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
23.142 Selected Dispositions Percentage
23.143 Time in Preview (Preview Duration)
23.144 Total Number of Records in Active Lists (Lists Records)
23.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
23.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

24 List of All Real-Time Metrics

24.1 Agent Idle Time (Idle Time)
24.2 Agent State
24.3 Agents Busy With Interactions of This Service (Busy Svc)
24.4 Agents in ACW State (ACW Count)
24.5 Agents Ready (Ready)
24.6 Average ACW Time (Avg ACW Time or AACW)
24.7 Average Handle Time (IN Avg Handle Time)
24.8 Average Idle Time (Avg Idle Time)
24.9 Average Preview Time (Avg Preview Time)
24.10 Average Sentiment (Sentiment)
24.11 Average Speed of Answer/Reply (IN ASA)
24.12 Average Success Rate - percentage of successful call attempts (ASR %)
24.13 Busy Agents (Busy)
24.14 Calendar Reminders (CAL Reminders)
24.15 Calendar Reminders in the Past (CAL Overdue)
24.16 Call Handling Rate Per Hour (HR)
24.17 Callbacks Currently Waiting in Queue (CB Waiting)
24.18 Callbacks Requested for the Day (CB Requested)
24.19 Campaign Mode (Mode)
24.20 Completed Records in Active Lists (Lists Completed)
24.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
24.22 Count of Selected Dispositions
24.23 Custom Survey Metric 1 (Survey 1)
24.24 Custom Survey Metric 2 (Survey 2)
24.25 Customer Satisfaction (CSAT)
24.26 Estimated Campaign Duration (Est Duration)
24.27 Estimated Wait Time (IN EWT)
24.28 First Call Resolution (FCR)
24.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
24.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
24.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
24.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
24.33 Inbound Calls Currently in IVR (IN in IVR)
24.34 Inbound Calls Currently Ringing (IN Ringing)
24.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
24.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
24.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
24.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
24.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
24.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
24.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
24.42 Inbound Calls Queued for the Day (IN Queued)
24.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
24.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
24.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
24.46 Inbound Calls Routed to Agents for the Day (IN Routed)
24.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
24.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
24.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
24.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
24.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
24.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
24.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
24.54 Inbound Emails Offered to Agent for the Day (IN Offered)
24.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
24.56 Inbound Emails Replied for the Day (IN Replied)
24.57 Inbound Emails Unanswered for the Day (IN Ignored)
24.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
24.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
24.60 Inbound Interactions Currently in Queue (IN Waiting)
24.61 Inbound Interactions Currently Handled by Agents (IN Active)
24.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
24.63 Inbound Interactions Received for the Day (IN Received)
24.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
24.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
24.66 Inbound Service Level Target
24.67 Inbound Service Level Threshold
24.68 Inbound Transfers Received for the Day (IN Transfers)
24.69 Logged-in Agents (Logged In)
24.70 Max Inbound Wait Time (IN Max Wait)
24.71 Most Frequent Dispositions (Top Dispositions)
24.72 My ACW Time (ACW Time)
24.73 My Break Time (BT)
24.74 My Busy Time (Busy Time)
24.75 My Ready Time (Ready Time)
24.76 My Success Rate (SR)
24.77 My Team Success Rate (TR)
24.78 Net Promoter Score (NPS)
24.79 Not Ready Agents (Not Ready)
24.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
24.81 Number of Interactions on Agent (Active)
24.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
24.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
24.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
24.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
24.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
24.87 Number of Records With a Success Disposition (Successes)
24.88 Occupancy in Campaign/Service (Occupancy)
24.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
24.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
24.91 Outbound Call Attempts for the Day (OUT Dialed)
24.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
24.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
24.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
24.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
24.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
24.97 Outbound Calls Currently in IVR (OUT in IVR)
24.98 Outbound Calls Currently in Queue (OUT Waiting)
24.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
24.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
24.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
24.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
24.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
24.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
24.105 Outbound Calls Queued for the Day (OUT Queued)
24.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
24.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
24.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
24.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
24.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
24.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
24.112 Outbound Current Calling Rate (OUT Call Rate)
24.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
24.114 Outbound Interactions Currently Handled by Agents (OUT Active)
24.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
24.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
24.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
24.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
24.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
24.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
24.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
24.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
24.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
24.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
24.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
24.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
24.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
24.128 Percentage of Records Attempted for the Day (Attempted %)
24.129 Percentage of Records Completed for the Day (Completed %)
24.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
24.131 Percentage of Records Skipped for the Day (Skipped %)
24.132 Quota of Successes for the Calling List Quota Group (Quota)
24.133 Records Attempted for the Day (Attempted)
24.134 Records Completed for the Day (Completed)
24.135 Records Dialable Right Now (Dialable)
24.136 Records Expired (Expired)
24.137 Records Previewed for the Day (Previewed)
24.138 Records Skipped for the Day (Skipped)
24.139 Records State Chart (State Chart)
24.140 Remaining Records in Active Lists (Lists Remaining or RR)
24.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
24.142 Selected Dispositions Percentage
24.143 Time in Preview (Preview Duration)
24.144 Total Number of Records in Active Lists (Lists Records)
24.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
24.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

25 List of All Real-Time Metrics

25.1 Agent Idle Time (Idle Time)
25.2 Agent State
25.3 Agents Busy With Interactions of This Service (Busy Svc)
25.4 Agents in ACW State (ACW Count)
25.5 Agents Ready (Ready)
25.6 Average ACW Time (Avg ACW Time or AACW)
25.7 Average Handle Time (IN Avg Handle Time)
25.8 Average Idle Time (Avg Idle Time)
25.9 Average Preview Time (Avg Preview Time)
25.10 Average Sentiment (Sentiment)
25.11 Average Speed of Answer/Reply (IN ASA)
25.12 Average Success Rate - percentage of successful call attempts (ASR %)
25.13 Busy Agents (Busy)
25.14 Calendar Reminders (CAL Reminders)
25.15 Calendar Reminders in the Past (CAL Overdue)
25.16 Call Handling Rate Per Hour (HR)
25.17 Callbacks Currently Waiting in Queue (CB Waiting)
25.18 Callbacks Requested for the Day (CB Requested)
25.19 Campaign Mode (Mode)
25.20 Completed Records in Active Lists (Lists Completed)
25.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
25.22 Count of Selected Dispositions
25.23 Custom Survey Metric 1 (Survey 1)
25.24 Custom Survey Metric 2 (Survey 2)
25.25 Customer Satisfaction (CSAT)
25.26 Estimated Campaign Duration (Est Duration)
25.27 Estimated Wait Time (IN EWT)
25.28 First Call Resolution (FCR)
25.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
25.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
25.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
25.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
25.33 Inbound Calls Currently in IVR (IN in IVR)
25.34 Inbound Calls Currently Ringing (IN Ringing)
25.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
25.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
25.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
25.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
25.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
25.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
25.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
25.42 Inbound Calls Queued for the Day (IN Queued)
25.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
25.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
25.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
25.46 Inbound Calls Routed to Agents for the Day (IN Routed)
25.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
25.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
25.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
25.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
25.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
25.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
25.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
25.54 Inbound Emails Offered to Agent for the Day (IN Offered)
25.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
25.56 Inbound Emails Replied for the Day (IN Replied)
25.57 Inbound Emails Unanswered for the Day (IN Ignored)
25.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
25.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
25.60 Inbound Interactions Currently in Queue (IN Waiting)
25.61 Inbound Interactions Currently Handled by Agents (IN Active)
25.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
25.63 Inbound Interactions Received for the Day (IN Received)
25.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
25.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
25.66 Inbound Service Level Target
25.67 Inbound Service Level Threshold
25.68 Inbound Transfers Received for the Day (IN Transfers)
25.69 Logged-in Agents (Logged In)
25.70 Max Inbound Wait Time (IN Max Wait)
25.71 Most Frequent Dispositions (Top Dispositions)
25.72 My ACW Time (ACW Time)
25.73 My Break Time (BT)
25.74 My Busy Time (Busy Time)
25.75 My Ready Time (Ready Time)
25.76 My Success Rate (SR)
25.77 My Team Success Rate (TR)
25.78 Net Promoter Score (NPS)
25.79 Not Ready Agents (Not Ready)
25.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
25.81 Number of Interactions on Agent (Active)
25.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
25.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
25.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
25.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
25.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
25.87 Number of Records With a Success Disposition (Successes)
25.88 Occupancy in Campaign/Service (Occupancy)
25.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
25.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
25.91 Outbound Call Attempts for the Day (OUT Dialed)
25.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
25.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
25.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
25.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
25.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
25.97 Outbound Calls Currently in IVR (OUT in IVR)
25.98 Outbound Calls Currently in Queue (OUT Waiting)
25.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
25.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
25.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
25.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
25.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
25.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
25.105 Outbound Calls Queued for the Day (OUT Queued)
25.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
25.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
25.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
25.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
25.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
25.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
25.112 Outbound Current Calling Rate (OUT Call Rate)
25.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
25.114 Outbound Interactions Currently Handled by Agents (OUT Active)
25.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
25.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
25.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
25.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
25.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
25.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
25.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
25.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
25.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
25.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
25.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
25.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
25.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
25.128 Percentage of Records Attempted for the Day (Attempted %)
25.129 Percentage of Records Completed for the Day (Completed %)
25.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
25.131 Percentage of Records Skipped for the Day (Skipped %)
25.132 Quota of Successes for the Calling List Quota Group (Quota)
25.133 Records Attempted for the Day (Attempted)
25.134 Records Completed for the Day (Completed)
25.135 Records Dialable Right Now (Dialable)
25.136 Records Expired (Expired)
25.137 Records Previewed for the Day (Previewed)
25.138 Records Skipped for the Day (Skipped)
25.139 Records State Chart (State Chart)
25.140 Remaining Records in Active Lists (Lists Remaining or RR)
25.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
25.142 Selected Dispositions Percentage
25.143 Time in Preview (Preview Duration)
25.144 Total Number of Records in Active Lists (Lists Records)
25.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
25.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

26 List of All Real-Time Metrics

26.1 Agent Idle Time (Idle Time)
26.2 Agent State
26.3 Agents Busy With Interactions of This Service (Busy Svc)
26.4 Agents in ACW State (ACW Count)
26.5 Agents Ready (Ready)
26.6 Average ACW Time (Avg ACW Time or AACW)
26.7 Average Handle Time (IN Avg Handle Time)
26.8 Average Idle Time (Avg Idle Time)
26.9 Average Preview Time (Avg Preview Time)
26.10 Average Sentiment (Sentiment)
26.11 Average Speed of Answer/Reply (IN ASA)
26.12 Average Success Rate - percentage of successful call attempts (ASR %)
26.13 Busy Agents (Busy)
26.14 Calendar Reminders (CAL Reminders)
26.15 Calendar Reminders in the Past (CAL Overdue)
26.16 Call Handling Rate Per Hour (HR)
26.17 Callbacks Currently Waiting in Queue (CB Waiting)
26.18 Callbacks Requested for the Day (CB Requested)
26.19 Campaign Mode (Mode)
26.20 Completed Records in Active Lists (Lists Completed)
26.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
26.22 Count of Selected Dispositions
26.23 Custom Survey Metric 1 (Survey 1)
26.24 Custom Survey Metric 2 (Survey 2)
26.25 Customer Satisfaction (CSAT)
26.26 Estimated Campaign Duration (Est Duration)
26.27 Estimated Wait Time (IN EWT)
26.28 First Call Resolution (FCR)
26.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
26.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
26.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
26.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
26.33 Inbound Calls Currently in IVR (IN in IVR)
26.34 Inbound Calls Currently Ringing (IN Ringing)
26.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
26.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
26.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
26.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
26.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
26.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
26.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
26.42 Inbound Calls Queued for the Day (IN Queued)
26.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
26.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
26.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
26.46 Inbound Calls Routed to Agents for the Day (IN Routed)
26.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
26.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
26.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
26.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
26.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
26.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
26.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
26.54 Inbound Emails Offered to Agent for the Day (IN Offered)
26.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
26.56 Inbound Emails Replied for the Day (IN Replied)
26.57 Inbound Emails Unanswered for the Day (IN Ignored)
26.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
26.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
26.60 Inbound Interactions Currently in Queue (IN Waiting)
26.61 Inbound Interactions Currently Handled by Agents (IN Active)
26.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
26.63 Inbound Interactions Received for the Day (IN Received)
26.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
26.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
26.66 Inbound Service Level Target
26.67 Inbound Service Level Threshold
26.68 Inbound Transfers Received for the Day (IN Transfers)
26.69 Logged-in Agents (Logged In)
26.70 Max Inbound Wait Time (IN Max Wait)
26.71 Most Frequent Dispositions (Top Dispositions)
26.72 My ACW Time (ACW Time)
26.73 My Break Time (BT)
26.74 My Busy Time (Busy Time)
26.75 My Ready Time (Ready Time)
26.76 My Success Rate (SR)
26.77 My Team Success Rate (TR)
26.78 Net Promoter Score (NPS)
26.79 Not Ready Agents (Not Ready)
26.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
26.81 Number of Interactions on Agent (Active)
26.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
26.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
26.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
26.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
26.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
26.87 Number of Records With a Success Disposition (Successes)
26.88 Occupancy in Campaign/Service (Occupancy)
26.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
26.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
26.91 Outbound Call Attempts for the Day (OUT Dialed)
26.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
26.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
26.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
26.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
26.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
26.97 Outbound Calls Currently in IVR (OUT in IVR)
26.98 Outbound Calls Currently in Queue (OUT Waiting)
26.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
26.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
26.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
26.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
26.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
26.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
26.105 Outbound Calls Queued for the Day (OUT Queued)
26.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
26.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
26.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
26.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
26.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
26.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
26.112 Outbound Current Calling Rate (OUT Call Rate)
26.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
26.114 Outbound Interactions Currently Handled by Agents (OUT Active)
26.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
26.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
26.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
26.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
26.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
26.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
26.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
26.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
26.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
26.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
26.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
26.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
26.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
26.128 Percentage of Records Attempted for the Day (Attempted %)
26.129 Percentage of Records Completed for the Day (Completed %)
26.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
26.131 Percentage of Records Skipped for the Day (Skipped %)
26.132 Quota of Successes for the Calling List Quota Group (Quota)
26.133 Records Attempted for the Day (Attempted)
26.134 Records Completed for the Day (Completed)
26.135 Records Dialable Right Now (Dialable)
26.136 Records Expired (Expired)
26.137 Records Previewed for the Day (Previewed)
26.138 Records Skipped for the Day (Skipped)
26.139 Records State Chart (State Chart)
26.140 Remaining Records in Active Lists (Lists Remaining or RR)
26.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
26.142 Selected Dispositions Percentage
26.143 Time in Preview (Preview Duration)
26.144 Total Number of Records in Active Lists (Lists Records)
26.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
26.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

27 List of All Real-Time Metrics

27.1 Agent Idle Time (Idle Time)
27.2 Agent State
27.3 Agents Busy With Interactions of This Service (Busy Svc)
27.4 Agents in ACW State (ACW Count)
27.5 Agents Ready (Ready)
27.6 Average ACW Time (Avg ACW Time or AACW)
27.7 Average Handle Time (IN Avg Handle Time)
27.8 Average Idle Time (Avg Idle Time)
27.9 Average Preview Time (Avg Preview Time)
27.10 Average Sentiment (Sentiment)
27.11 Average Speed of Answer/Reply (IN ASA)
27.12 Average Success Rate - percentage of successful call attempts (ASR %)
27.13 Busy Agents (Busy)
27.14 Calendar Reminders (CAL Reminders)
27.15 Calendar Reminders in the Past (CAL Overdue)
27.16 Call Handling Rate Per Hour (HR)
27.17 Callbacks Currently Waiting in Queue (CB Waiting)
27.18 Callbacks Requested for the Day (CB Requested)
27.19 Campaign Mode (Mode)
27.20 Completed Records in Active Lists (Lists Completed)
27.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
27.22 Count of Selected Dispositions
27.23 Custom Survey Metric 1 (Survey 1)
27.24 Custom Survey Metric 2 (Survey 2)
27.25 Customer Satisfaction (CSAT)
27.26 Estimated Campaign Duration (Est Duration)
27.27 Estimated Wait Time (IN EWT)
27.28 First Call Resolution (FCR)
27.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
27.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
27.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
27.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
27.33 Inbound Calls Currently in IVR (IN in IVR)
27.34 Inbound Calls Currently Ringing (IN Ringing)
27.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
27.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
27.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
27.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
27.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
27.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
27.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
27.42 Inbound Calls Queued for the Day (IN Queued)
27.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
27.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
27.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
27.46 Inbound Calls Routed to Agents for the Day (IN Routed)
27.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
27.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
27.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
27.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
27.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
27.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
27.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
27.54 Inbound Emails Offered to Agent for the Day (IN Offered)
27.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
27.56 Inbound Emails Replied for the Day (IN Replied)
27.57 Inbound Emails Unanswered for the Day (IN Ignored)
27.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
27.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
27.60 Inbound Interactions Currently in Queue (IN Waiting)
27.61 Inbound Interactions Currently Handled by Agents (IN Active)
27.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
27.63 Inbound Interactions Received for the Day (IN Received)
27.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
27.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
27.66 Inbound Service Level Target
27.67 Inbound Service Level Threshold
27.68 Inbound Transfers Received for the Day (IN Transfers)
27.69 Logged-in Agents (Logged In)
27.70 Max Inbound Wait Time (IN Max Wait)
27.71 Most Frequent Dispositions (Top Dispositions)
27.72 My ACW Time (ACW Time)
27.73 My Break Time (BT)
27.74 My Busy Time (Busy Time)
27.75 My Ready Time (Ready Time)
27.76 My Success Rate (SR)
27.77 My Team Success Rate (TR)
27.78 Net Promoter Score (NPS)
27.79 Not Ready Agents (Not Ready)
27.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
27.81 Number of Interactions on Agent (Active)
27.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
27.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
27.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
27.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
27.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
27.87 Number of Records With a Success Disposition (Successes)
27.88 Occupancy in Campaign/Service (Occupancy)
27.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
27.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
27.91 Outbound Call Attempts for the Day (OUT Dialed)
27.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
27.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
27.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
27.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
27.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
27.97 Outbound Calls Currently in IVR (OUT in IVR)
27.98 Outbound Calls Currently in Queue (OUT Waiting)
27.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
27.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
27.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
27.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
27.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
27.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
27.105 Outbound Calls Queued for the Day (OUT Queued)
27.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
27.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
27.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
27.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
27.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
27.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
27.112 Outbound Current Calling Rate (OUT Call Rate)
27.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
27.114 Outbound Interactions Currently Handled by Agents (OUT Active)
27.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
27.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
27.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
27.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
27.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
27.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
27.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
27.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
27.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
27.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
27.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
27.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
27.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
27.128 Percentage of Records Attempted for the Day (Attempted %)
27.129 Percentage of Records Completed for the Day (Completed %)
27.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
27.131 Percentage of Records Skipped for the Day (Skipped %)
27.132 Quota of Successes for the Calling List Quota Group (Quota)
27.133 Records Attempted for the Day (Attempted)
27.134 Records Completed for the Day (Completed)
27.135 Records Dialable Right Now (Dialable)
27.136 Records Expired (Expired)
27.137 Records Previewed for the Day (Previewed)
27.138 Records Skipped for the Day (Skipped)
27.139 Records State Chart (State Chart)
27.140 Remaining Records in Active Lists (Lists Remaining or RR)
27.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
27.142 Selected Dispositions Percentage
27.143 Time in Preview (Preview Duration)
27.144 Total Number of Records in Active Lists (Lists Records)
27.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
27.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

28 List of All Real-Time Metrics

28.1 Agent Idle Time (Idle Time)
28.2 Agent State
28.3 Agents Busy With Interactions of This Service (Busy Svc)
28.4 Agents in ACW State (ACW Count)
28.5 Agents Ready (Ready)
28.6 Average ACW Time (Avg ACW Time or AACW)
28.7 Average Handle Time (IN Avg Handle Time)
28.8 Average Idle Time (Avg Idle Time)
28.9 Average Preview Time (Avg Preview Time)
28.10 Average Sentiment (Sentiment)
28.11 Average Speed of Answer/Reply (IN ASA)
28.12 Average Success Rate - percentage of successful call attempts (ASR %)
28.13 Busy Agents (Busy)
28.14 Calendar Reminders (CAL Reminders)
28.15 Calendar Reminders in the Past (CAL Overdue)
28.16 Call Handling Rate Per Hour (HR)
28.17 Callbacks Currently Waiting in Queue (CB Waiting)
28.18 Callbacks Requested for the Day (CB Requested)
28.19 Campaign Mode (Mode)
28.20 Completed Records in Active Lists (Lists Completed)
28.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
28.22 Count of Selected Dispositions
28.23 Custom Survey Metric 1 (Survey 1)
28.24 Custom Survey Metric 2 (Survey 2)
28.25 Customer Satisfaction (CSAT)
28.26 Estimated Campaign Duration (Est Duration)
28.27 Estimated Wait Time (IN EWT)
28.28 First Call Resolution (FCR)
28.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
28.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
28.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
28.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
28.33 Inbound Calls Currently in IVR (IN in IVR)
28.34 Inbound Calls Currently Ringing (IN Ringing)
28.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
28.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
28.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
28.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
28.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
28.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
28.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
28.42 Inbound Calls Queued for the Day (IN Queued)
28.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
28.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
28.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
28.46 Inbound Calls Routed to Agents for the Day (IN Routed)
28.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
28.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
28.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
28.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
28.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
28.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
28.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
28.54 Inbound Emails Offered to Agent for the Day (IN Offered)
28.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
28.56 Inbound Emails Replied for the Day (IN Replied)
28.57 Inbound Emails Unanswered for the Day (IN Ignored)
28.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
28.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
28.60 Inbound Interactions Currently in Queue (IN Waiting)
28.61 Inbound Interactions Currently Handled by Agents (IN Active)
28.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
28.63 Inbound Interactions Received for the Day (IN Received)
28.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
28.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
28.66 Inbound Service Level Target
28.67 Inbound Service Level Threshold
28.68 Inbound Transfers Received for the Day (IN Transfers)
28.69 Logged-in Agents (Logged In)
28.70 Max Inbound Wait Time (IN Max Wait)
28.71 Most Frequent Dispositions (Top Dispositions)
28.72 My ACW Time (ACW Time)
28.73 My Break Time (BT)
28.74 My Busy Time (Busy Time)
28.75 My Ready Time (Ready Time)
28.76 My Success Rate (SR)
28.77 My Team Success Rate (TR)
28.78 Net Promoter Score (NPS)
28.79 Not Ready Agents (Not Ready)
28.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
28.81 Number of Interactions on Agent (Active)
28.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
28.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
28.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
28.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
28.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
28.87 Number of Records With a Success Disposition (Successes)
28.88 Occupancy in Campaign/Service (Occupancy)
28.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
28.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
28.91 Outbound Call Attempts for the Day (OUT Dialed)
28.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
28.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
28.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
28.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
28.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
28.97 Outbound Calls Currently in IVR (OUT in IVR)
28.98 Outbound Calls Currently in Queue (OUT Waiting)
28.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
28.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
28.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
28.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
28.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
28.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
28.105 Outbound Calls Queued for the Day (OUT Queued)
28.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
28.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
28.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
28.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
28.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
28.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
28.112 Outbound Current Calling Rate (OUT Call Rate)
28.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
28.114 Outbound Interactions Currently Handled by Agents (OUT Active)
28.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
28.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
28.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
28.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
28.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
28.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
28.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
28.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
28.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
28.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
28.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
28.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
28.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
28.128 Percentage of Records Attempted for the Day (Attempted %)
28.129 Percentage of Records Completed for the Day (Completed %)
28.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
28.131 Percentage of Records Skipped for the Day (Skipped %)
28.132 Quota of Successes for the Calling List Quota Group (Quota)
28.133 Records Attempted for the Day (Attempted)
28.134 Records Completed for the Day (Completed)
28.135 Records Dialable Right Now (Dialable)
28.136 Records Expired (Expired)
28.137 Records Previewed for the Day (Previewed)
28.138 Records Skipped for the Day (Skipped)
28.139 Records State Chart (State Chart)
28.140 Remaining Records in Active Lists (Lists Remaining or RR)
28.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
28.142 Selected Dispositions Percentage
28.143 Time in Preview (Preview Duration)
28.144 Total Number of Records in Active Lists (Lists Records)
28.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
28.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

29 List of All Real-Time Metrics

29.1 Agent Idle Time (Idle Time)
29.2 Agent State
29.3 Agents Busy With Interactions of This Service (Busy Svc)
29.4 Agents in ACW State (ACW Count)
29.5 Agents Ready (Ready)
29.6 Average ACW Time (Avg ACW Time or AACW)
29.7 Average Handle Time (IN Avg Handle Time)
29.8 Average Idle Time (Avg Idle Time)
29.9 Average Preview Time (Avg Preview Time)
29.10 Average Sentiment (Sentiment)
29.11 Average Speed of Answer/Reply (IN ASA)
29.12 Average Success Rate - percentage of successful call attempts (ASR %)
29.13 Busy Agents (Busy)
29.14 Calendar Reminders (CAL Reminders)
29.15 Calendar Reminders in the Past (CAL Overdue)
29.16 Call Handling Rate Per Hour (HR)
29.17 Callbacks Currently Waiting in Queue (CB Waiting)
29.18 Callbacks Requested for the Day (CB Requested)
29.19 Campaign Mode (Mode)
29.20 Completed Records in Active Lists (Lists Completed)
29.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
29.22 Count of Selected Dispositions
29.23 Custom Survey Metric 1 (Survey 1)
29.24 Custom Survey Metric 2 (Survey 2)
29.25 Customer Satisfaction (CSAT)
29.26 Estimated Campaign Duration (Est Duration)
29.27 Estimated Wait Time (IN EWT)
29.28 First Call Resolution (FCR)
29.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
29.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
29.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
29.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
29.33 Inbound Calls Currently in IVR (IN in IVR)
29.34 Inbound Calls Currently Ringing (IN Ringing)
29.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
29.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
29.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
29.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
29.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
29.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
29.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
29.42 Inbound Calls Queued for the Day (IN Queued)
29.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
29.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
29.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
29.46 Inbound Calls Routed to Agents for the Day (IN Routed)
29.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
29.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
29.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
29.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
29.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
29.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
29.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
29.54 Inbound Emails Offered to Agent for the Day (IN Offered)
29.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
29.56 Inbound Emails Replied for the Day (IN Replied)
29.57 Inbound Emails Unanswered for the Day (IN Ignored)
29.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
29.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
29.60 Inbound Interactions Currently in Queue (IN Waiting)
29.61 Inbound Interactions Currently Handled by Agents (IN Active)
29.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
29.63 Inbound Interactions Received for the Day (IN Received)
29.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
29.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
29.66 Inbound Service Level Target
29.67 Inbound Service Level Threshold
29.68 Inbound Transfers Received for the Day (IN Transfers)
29.69 Logged-in Agents (Logged In)
29.70 Max Inbound Wait Time (IN Max Wait)
29.71 Most Frequent Dispositions (Top Dispositions)
29.72 My ACW Time (ACW Time)
29.73 My Break Time (BT)
29.74 My Busy Time (Busy Time)
29.75 My Ready Time (Ready Time)
29.76 My Success Rate (SR)
29.77 My Team Success Rate (TR)
29.78 Net Promoter Score (NPS)
29.79 Not Ready Agents (Not Ready)
29.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
29.81 Number of Interactions on Agent (Active)
29.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
29.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
29.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
29.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
29.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
29.87 Number of Records With a Success Disposition (Successes)
29.88 Occupancy in Campaign/Service (Occupancy)
29.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
29.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
29.91 Outbound Call Attempts for the Day (OUT Dialed)
29.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
29.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
29.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
29.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
29.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
29.97 Outbound Calls Currently in IVR (OUT in IVR)
29.98 Outbound Calls Currently in Queue (OUT Waiting)
29.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
29.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
29.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
29.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
29.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
29.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
29.105 Outbound Calls Queued for the Day (OUT Queued)
29.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
29.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
29.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
29.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
29.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
29.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
29.112 Outbound Current Calling Rate (OUT Call Rate)
29.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
29.114 Outbound Interactions Currently Handled by Agents (OUT Active)
29.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
29.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
29.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
29.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
29.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
29.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
29.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
29.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
29.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
29.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
29.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
29.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
29.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
29.128 Percentage of Records Attempted for the Day (Attempted %)
29.129 Percentage of Records Completed for the Day (Completed %)
29.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
29.131 Percentage of Records Skipped for the Day (Skipped %)
29.132 Quota of Successes for the Calling List Quota Group (Quota)
29.133 Records Attempted for the Day (Attempted)
29.134 Records Completed for the Day (Completed)
29.135 Records Dialable Right Now (Dialable)
29.136 Records Expired (Expired)
29.137 Records Previewed for the Day (Previewed)
29.138 Records Skipped for the Day (Skipped)
29.139 Records State Chart (State Chart)
29.140 Remaining Records in Active Lists (Lists Remaining or RR)
29.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
29.142 Selected Dispositions Percentage
29.143 Time in Preview (Preview Duration)
29.144 Total Number of Records in Active Lists (Lists Records)
29.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
29.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

30 List of All Real-Time Metrics

30.1 Agent Idle Time (Idle Time)
30.2 Agent State
30.3 Agents Busy With Interactions of This Service (Busy Svc)
30.4 Agents in ACW State (ACW Count)
30.5 Agents Ready (Ready)
30.6 Average ACW Time (Avg ACW Time or AACW)
30.7 Average Handle Time (IN Avg Handle Time)
30.8 Average Idle Time (Avg Idle Time)
30.9 Average Preview Time (Avg Preview Time)
30.10 Average Sentiment (Sentiment)
30.11 Average Speed of Answer/Reply (IN ASA)
30.12 Average Success Rate - percentage of successful call attempts (ASR %)
30.13 Busy Agents (Busy)
30.14 Calendar Reminders (CAL Reminders)
30.15 Calendar Reminders in the Past (CAL Overdue)
30.16 Call Handling Rate Per Hour (HR)
30.17 Callbacks Currently Waiting in Queue (CB Waiting)
30.18 Callbacks Requested for the Day (CB Requested)
30.19 Campaign Mode (Mode)
30.20 Completed Records in Active Lists (Lists Completed)
30.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
30.22 Count of Selected Dispositions
30.23 Custom Survey Metric 1 (Survey 1)
30.24 Custom Survey Metric 2 (Survey 2)
30.25 Customer Satisfaction (CSAT)
30.26 Estimated Campaign Duration (Est Duration)
30.27 Estimated Wait Time (IN EWT)
30.28 First Call Resolution (FCR)
30.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
30.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
30.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
30.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
30.33 Inbound Calls Currently in IVR (IN in IVR)
30.34 Inbound Calls Currently Ringing (IN Ringing)
30.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
30.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
30.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
30.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
30.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
30.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
30.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
30.42 Inbound Calls Queued for the Day (IN Queued)
30.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
30.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
30.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
30.46 Inbound Calls Routed to Agents for the Day (IN Routed)
30.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
30.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
30.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
30.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
30.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
30.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
30.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
30.54 Inbound Emails Offered to Agent for the Day (IN Offered)
30.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
30.56 Inbound Emails Replied for the Day (IN Replied)
30.57 Inbound Emails Unanswered for the Day (IN Ignored)
30.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
30.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
30.60 Inbound Interactions Currently in Queue (IN Waiting)
30.61 Inbound Interactions Currently Handled by Agents (IN Active)
30.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
30.63 Inbound Interactions Received for the Day (IN Received)
30.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
30.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
30.66 Inbound Service Level Target
30.67 Inbound Service Level Threshold
30.68 Inbound Transfers Received for the Day (IN Transfers)
30.69 Logged-in Agents (Logged In)
30.70 Max Inbound Wait Time (IN Max Wait)
30.71 Most Frequent Dispositions (Top Dispositions)
30.72 My ACW Time (ACW Time)
30.73 My Break Time (BT)
30.74 My Busy Time (Busy Time)
30.75 My Ready Time (Ready Time)
30.76 My Success Rate (SR)
30.77 My Team Success Rate (TR)
30.78 Net Promoter Score (NPS)
30.79 Not Ready Agents (Not Ready)
30.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
30.81 Number of Interactions on Agent (Active)
30.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
30.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
30.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
30.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
30.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
30.87 Number of Records With a Success Disposition (Successes)
30.88 Occupancy in Campaign/Service (Occupancy)
30.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
30.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
30.91 Outbound Call Attempts for the Day (OUT Dialed)
30.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
30.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
30.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
30.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
30.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
30.97 Outbound Calls Currently in IVR (OUT in IVR)
30.98 Outbound Calls Currently in Queue (OUT Waiting)
30.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
30.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
30.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
30.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
30.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
30.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
30.105 Outbound Calls Queued for the Day (OUT Queued)
30.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
30.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
30.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
30.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
30.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
30.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
30.112 Outbound Current Calling Rate (OUT Call Rate)
30.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
30.114 Outbound Interactions Currently Handled by Agents (OUT Active)
30.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
30.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
30.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
30.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
30.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
30.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
30.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
30.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
30.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
30.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
30.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
30.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
30.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
30.128 Percentage of Records Attempted for the Day (Attempted %)
30.129 Percentage of Records Completed for the Day (Completed %)
30.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
30.131 Percentage of Records Skipped for the Day (Skipped %)
30.132 Quota of Successes for the Calling List Quota Group (Quota)
30.133 Records Attempted for the Day (Attempted)
30.134 Records Completed for the Day (Completed)
30.135 Records Dialable Right Now (Dialable)
30.136 Records Expired (Expired)
30.137 Records Previewed for the Day (Previewed)
30.138 Records Skipped for the Day (Skipped)
30.139 Records State Chart (State Chart)
30.140 Remaining Records in Active Lists (Lists Remaining or RR)
30.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
30.142 Selected Dispositions Percentage
30.143 Time in Preview (Preview Duration)
30.144 Total Number of Records in Active Lists (Lists Records)
30.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
30.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

31 List of All Real-Time Metrics

31.1 Agent Idle Time (Idle Time)
31.2 Agent State
31.3 Agents Busy With Interactions of This Service (Busy Svc)
31.4 Agents in ACW State (ACW Count)
31.5 Agents Ready (Ready)
31.6 Average ACW Time (Avg ACW Time or AACW)
31.7 Average Handle Time (IN Avg Handle Time)
31.8 Average Idle Time (Avg Idle Time)
31.9 Average Preview Time (Avg Preview Time)
31.10 Average Sentiment (Sentiment)
31.11 Average Speed of Answer/Reply (IN ASA)
31.12 Average Success Rate - percentage of successful call attempts (ASR %)
31.13 Busy Agents (Busy)
31.14 Calendar Reminders (CAL Reminders)
31.15 Calendar Reminders in the Past (CAL Overdue)
31.16 Call Handling Rate Per Hour (HR)
31.17 Callbacks Currently Waiting in Queue (CB Waiting)
31.18 Callbacks Requested for the Day (CB Requested)
31.19 Campaign Mode (Mode)
31.20 Completed Records in Active Lists (Lists Completed)
31.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
31.22 Count of Selected Dispositions
31.23 Custom Survey Metric 1 (Survey 1)
31.24 Custom Survey Metric 2 (Survey 2)
31.25 Customer Satisfaction (CSAT)
31.26 Estimated Campaign Duration (Est Duration)
31.27 Estimated Wait Time (IN EWT)
31.28 First Call Resolution (FCR)
31.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
31.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
31.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
31.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
31.33 Inbound Calls Currently in IVR (IN in IVR)
31.34 Inbound Calls Currently Ringing (IN Ringing)
31.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
31.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
31.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
31.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
31.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
31.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
31.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
31.42 Inbound Calls Queued for the Day (IN Queued)
31.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
31.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
31.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
31.46 Inbound Calls Routed to Agents for the Day (IN Routed)
31.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
31.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
31.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
31.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
31.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
31.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
31.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
31.54 Inbound Emails Offered to Agent for the Day (IN Offered)
31.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
31.56 Inbound Emails Replied for the Day (IN Replied)
31.57 Inbound Emails Unanswered for the Day (IN Ignored)
31.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
31.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
31.60 Inbound Interactions Currently in Queue (IN Waiting)
31.61 Inbound Interactions Currently Handled by Agents (IN Active)
31.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
31.63 Inbound Interactions Received for the Day (IN Received)
31.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
31.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
31.66 Inbound Service Level Target
31.67 Inbound Service Level Threshold
31.68 Inbound Transfers Received for the Day (IN Transfers)
31.69 Logged-in Agents (Logged In)
31.70 Max Inbound Wait Time (IN Max Wait)
31.71 Most Frequent Dispositions (Top Dispositions)
31.72 My ACW Time (ACW Time)
31.73 My Break Time (BT)
31.74 My Busy Time (Busy Time)
31.75 My Ready Time (Ready Time)
31.76 My Success Rate (SR)
31.77 My Team Success Rate (TR)
31.78 Net Promoter Score (NPS)
31.79 Not Ready Agents (Not Ready)
31.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
31.81 Number of Interactions on Agent (Active)
31.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
31.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
31.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
31.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
31.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
31.87 Number of Records With a Success Disposition (Successes)
31.88 Occupancy in Campaign/Service (Occupancy)
31.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
31.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
31.91 Outbound Call Attempts for the Day (OUT Dialed)
31.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
31.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
31.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
31.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
31.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
31.97 Outbound Calls Currently in IVR (OUT in IVR)
31.98 Outbound Calls Currently in Queue (OUT Waiting)
31.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
31.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
31.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
31.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
31.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
31.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
31.105 Outbound Calls Queued for the Day (OUT Queued)
31.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
31.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
31.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
31.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
31.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
31.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
31.112 Outbound Current Calling Rate (OUT Call Rate)
31.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
31.114 Outbound Interactions Currently Handled by Agents (OUT Active)
31.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
31.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
31.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
31.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
31.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
31.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
31.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
31.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
31.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
31.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
31.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
31.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
31.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
31.128 Percentage of Records Attempted for the Day (Attempted %)
31.129 Percentage of Records Completed for the Day (Completed %)
31.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
31.131 Percentage of Records Skipped for the Day (Skipped %)
31.132 Quota of Successes for the Calling List Quota Group (Quota)
31.133 Records Attempted for the Day (Attempted)
31.134 Records Completed for the Day (Completed)
31.135 Records Dialable Right Now (Dialable)
31.136 Records Expired (Expired)
31.137 Records Previewed for the Day (Previewed)
31.138 Records Skipped for the Day (Skipped)
31.139 Records State Chart (State Chart)
31.140 Remaining Records in Active Lists (Lists Remaining or RR)
31.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
31.142 Selected Dispositions Percentage
31.143 Time in Preview (Preview Duration)
31.144 Total Number of Records in Active Lists (Lists Records)
31.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
31.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

32 List of All Real-Time Metrics

32.1 Agent Idle Time (Idle Time)
32.2 Agent State
32.3 Agents Busy With Interactions of This Service (Busy Svc)
32.4 Agents in ACW State (ACW Count)
32.5 Agents Ready (Ready)
32.6 Average ACW Time (Avg ACW Time or AACW)
32.7 Average Handle Time (IN Avg Handle Time)
32.8 Average Idle Time (Avg Idle Time)
32.9 Average Preview Time (Avg Preview Time)
32.10 Average Sentiment (Sentiment)
32.11 Average Speed of Answer/Reply (IN ASA)
32.12 Average Success Rate - percentage of successful call attempts (ASR %)
32.13 Busy Agents (Busy)
32.14 Calendar Reminders (CAL Reminders)
32.15 Calendar Reminders in the Past (CAL Overdue)
32.16 Call Handling Rate Per Hour (HR)
32.17 Callbacks Currently Waiting in Queue (CB Waiting)
32.18 Callbacks Requested for the Day (CB Requested)
32.19 Campaign Mode (Mode)
32.20 Completed Records in Active Lists (Lists Completed)
32.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
32.22 Count of Selected Dispositions
32.23 Custom Survey Metric 1 (Survey 1)
32.24 Custom Survey Metric 2 (Survey 2)
32.25 Customer Satisfaction (CSAT)
32.26 Estimated Campaign Duration (Est Duration)
32.27 Estimated Wait Time (IN EWT)
32.28 First Call Resolution (FCR)
32.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
32.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
32.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
32.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
32.33 Inbound Calls Currently in IVR (IN in IVR)
32.34 Inbound Calls Currently Ringing (IN Ringing)
32.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
32.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
32.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
32.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
32.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
32.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
32.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
32.42 Inbound Calls Queued for the Day (IN Queued)
32.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
32.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
32.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
32.46 Inbound Calls Routed to Agents for the Day (IN Routed)
32.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
32.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
32.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
32.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
32.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
32.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
32.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
32.54 Inbound Emails Offered to Agent for the Day (IN Offered)
32.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
32.56 Inbound Emails Replied for the Day (IN Replied)
32.57 Inbound Emails Unanswered for the Day (IN Ignored)
32.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
32.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
32.60 Inbound Interactions Currently in Queue (IN Waiting)
32.61 Inbound Interactions Currently Handled by Agents (IN Active)
32.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
32.63 Inbound Interactions Received for the Day (IN Received)
32.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
32.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
32.66 Inbound Service Level Target
32.67 Inbound Service Level Threshold
32.68 Inbound Transfers Received for the Day (IN Transfers)
32.69 Logged-in Agents (Logged In)
32.70 Max Inbound Wait Time (IN Max Wait)
32.71 Most Frequent Dispositions (Top Dispositions)
32.72 My ACW Time (ACW Time)
32.73 My Break Time (BT)
32.74 My Busy Time (Busy Time)
32.75 My Ready Time (Ready Time)
32.76 My Success Rate (SR)
32.77 My Team Success Rate (TR)
32.78 Net Promoter Score (NPS)
32.79 Not Ready Agents (Not Ready)
32.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
32.81 Number of Interactions on Agent (Active)
32.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
32.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
32.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
32.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
32.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
32.87 Number of Records With a Success Disposition (Successes)
32.88 Occupancy in Campaign/Service (Occupancy)
32.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
32.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
32.91 Outbound Call Attempts for the Day (OUT Dialed)
32.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
32.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
32.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
32.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
32.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
32.97 Outbound Calls Currently in IVR (OUT in IVR)
32.98 Outbound Calls Currently in Queue (OUT Waiting)
32.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
32.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
32.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
32.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
32.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
32.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
32.105 Outbound Calls Queued for the Day (OUT Queued)
32.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
32.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
32.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
32.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
32.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
32.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
32.112 Outbound Current Calling Rate (OUT Call Rate)
32.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
32.114 Outbound Interactions Currently Handled by Agents (OUT Active)
32.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
32.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
32.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
32.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
32.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
32.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
32.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
32.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
32.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
32.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
32.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
32.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)
32.127 Percentage of Outbound Successful Call Attempts for the Day (OUT Answered %)
32.128 Percentage of Records Attempted for the Day (Attempted %)
32.129 Percentage of Records Completed for the Day (Completed %)
32.130 Percentage of Records Completed in Active Lists (Active Lists Completed %)
32.131 Percentage of Records Skipped for the Day (Skipped %)
32.132 Quota of Successes for the Calling List Quota Group (Quota)
32.133 Records Attempted for the Day (Attempted)
32.134 Records Completed for the Day (Completed)
32.135 Records Dialable Right Now (Dialable)
32.136 Records Expired (Expired)
32.137 Records Previewed for the Day (Previewed)
32.138 Records Skipped for the Day (Skipped)
32.139 Records State Chart (State Chart)
32.140 Remaining Records in Active Lists (Lists Remaining or RR)
32.141 Remaining Records With Personal Agent Assignments (Lists P.A. Remaining)
32.142 Selected Dispositions Percentage
32.143 Time in Preview (Preview Duration)
32.144 Total Number of Records in Active Lists (Lists Records)
32.145 Unique Inbound Calls Handled by Agents for the Day (IN Handled Unique)
32.146 Unique Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold Unique)

33 List of All Real-Time Metrics

33.1 Agent Idle Time (Idle Time)
33.2 Agent State
33.3 Agents Busy With Interactions of This Service (Busy Svc)
33.4 Agents in ACW State (ACW Count)
33.5 Agents Ready (Ready)
33.6 Average ACW Time (Avg ACW Time or AACW)
33.7 Average Handle Time (IN Avg Handle Time)
33.8 Average Idle Time (Avg Idle Time)
33.9 Average Preview Time (Avg Preview Time)
33.10 Average Sentiment (Sentiment)
33.11 Average Speed of Answer/Reply (IN ASA)
33.12 Average Success Rate - percentage of successful call attempts (ASR %)
33.13 Busy Agents (Busy)
33.14 Calendar Reminders (CAL Reminders)
33.15 Calendar Reminders in the Past (CAL Overdue)
33.16 Call Handling Rate Per Hour (HR)
33.17 Callbacks Currently Waiting in Queue (CB Waiting)
33.18 Callbacks Requested for the Day (CB Requested)
33.19 Campaign Mode (Mode)
33.20 Completed Records in Active Lists (Lists Completed)
33.21 Completed Records with Personal Agent Assignments (Lists P.A. Completed or P.A. Completed)
33.22 Count of Selected Dispositions
33.23 Custom Survey Metric 1 (Survey 1)
33.24 Custom Survey Metric 2 (Survey 2)
33.25 Customer Satisfaction (CSAT)
33.26 Estimated Campaign Duration (Est Duration)
33.27 Estimated Wait Time (IN EWT)
33.28 First Call Resolution (FCR)
33.29 Inbound Calls Abandoned for the Day (IN Total Abandoned)
33.30 Inbound Calls Abandoned in IVR for the Day (IN IVR Abandoned)
33.31 Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned)
33.32 Inbound Calls Abandoned While Ringing for the Day (IN Ringing Abandoned)
33.33 Inbound Calls Currently in IVR (IN in IVR)
33.34 Inbound Calls Currently Ringing (IN Ringing)
33.35 Inbound Calls Dropped by System in IVR for the Day (IN IVR Dropped)
33.36 Inbound Calls Dropped by System in Queue for the Day (IN Queue Dropped)
33.37 Inbound Calls Dropped by System While Ringing for the Day (IN Ringing Dropped)
33.38 Inbound Calls Duration Average for the Day (IN Avg Talk Time)
33.39 Inbound Calls Duration Total for the Day (IN Total Talk Time)
33.40 Inbound Calls First Time Queued for the Day (IN Queued Unique)
33.41 Inbound Calls in IVR, Queue or on Agents Now (IN Calls in Progress)
33.42 Inbound Calls Queued for the Day (IN Queued)
33.43 Inbound Calls Rejected or Unanswered by Agents for the Day (IN Rejected)
33.44 Inbound Calls Released by Agents for the Day (IN Agent Disconnected)
33.45 Inbound Calls Released by Callers for the Day (IN Remote Disconnected)
33.46 Inbound Calls Routed to Agents for the Day (IN Routed)
33.47 Inbound Calls Self Serviced for the Day (IN Self Serviced)
33.48 Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned)
33.49 Inbound Emails Carried Over from Previous Day (IN Carried Over)
33.50 Inbound Emails Carried Over from Previous Day for New Cases (IN Carried Over New)
33.51 Inbound Emails Closed Without Reply for the Day (IN Closed)
33.52 Inbound Emails Currently on Agents, Saved in Personal Queues (IN Desktop)
33.53 Inbound Emails Currently on Agents, Saved in Personal Queues, Waiting in Excess of SLA Time (IN Breached SLA)
33.54 Inbound Emails Offered to Agent for the Day (IN Offered)
33.55 Inbound Emails Pulled by Agent for the Day (IN Pulled)
33.56 Inbound Emails Replied for the Day (IN Replied)
33.57 Inbound Emails Unanswered for the Day (IN Ignored)
33.58 Inbound Interactions Being Put on Hold by Agent(s) for the Day (IN on Hold)
33.59 Inbound Interactions Currently in IVR, Queue or on Agents (IN in Progress)
33.60 Inbound Interactions Currently in Queue (IN Waiting)
33.61 Inbound Interactions Currently Handled by Agents (IN Active)
33.62 Inbound Interactions Handled by Agents for the Day (IN Handled)
33.63 Inbound Interactions Received for the Day (IN Received)
33.64 Inbound Interactions Received for the Day for New Cases (IN Received New)
33.65 Inbound Interactions Transferred by Agents for the Day (IN Transferred)
33.66 Inbound Service Level Target
33.67 Inbound Service Level Threshold
33.68 Inbound Transfers Received for the Day (IN Transfers)
33.69 Logged-in Agents (Logged In)
33.70 Max Inbound Wait Time (IN Max Wait)
33.71 Most Frequent Dispositions (Top Dispositions)
33.72 My ACW Time (ACW Time)
33.73 My Break Time (BT)
33.74 My Busy Time (Busy Time)
33.75 My Ready Time (Ready Time)
33.76 My Success Rate (SR)
33.77 My Team Success Rate (TR)
33.78 Net Promoter Score (NPS)
33.79 Not Ready Agents (Not Ready)
33.80 Number of Inbound Emails Joined to Already Existing Case, Per Day (IN Joined)
33.81 Number of Interactions on Agent (Active)
33.82 Number of Interactions Re-categorized from a Different Service by Agents (IN Svc Change Received)
33.83 Number of Interactions Recategorized to a Different Service by Agents (IN Svc Changed)
33.84 Number of New Emails Processed by Agents, Including Replied, Closed Without Reply, Transferred and Service Changes (IN Handled New)
33.85 Number of Records Excluded by DNC Lists from Active Lists (Lists DNC)
33.86 Number of Records in Quota Groups That Reached Quota Limits (Out of Quota)
33.87 Number of Records With a Success Disposition (Successes)
33.88 Occupancy in Campaign/Service (Occupancy)
33.89 Outbound Answered Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended)
33.90 Outbound Call Attempts Currently in Progress (OUT in Progress)
33.91 Outbound Call Attempts for the Day (OUT Dialed)
33.92 Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned)
33.93 Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned)
33.94 Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned)
33.95 Outbound Calls Abandoned While Ringing for the Day (OUT Ringing Abandoned)
33.96 Outbound Calls Attempts Failed for the Day (OUT Failed)
33.97 Outbound Calls Currently in IVR (OUT in IVR)
33.98 Outbound Calls Currently in Queue (OUT Waiting)
33.99 Outbound Calls Delivered to Agents and Currently Ringing (OUT Ringing)
33.100 Outbound Calls Dropped in IVR for the Day (OUT IVR Dropped)
33.101 Outbound Calls Dropped in Queue for the Day (OUT Queue Dropped)
33.102 Outbound Calls Dropped While Ringing for the Day (OUT Ringing Dropped)
33.103 Outbound Calls Duration Average for the Day (OUT Avg Talk Time)
33.104 Outbound Calls Duration Total for the Day (OUT Total Talk Time)
33.105 Outbound Calls Queued for the Day (OUT Queued)
33.106 Outbound Calls Rejected or Unanswered by Agents for the Day (OUT Rejected)
33.107 Outbound Calls Released by Agent for the Day (OUT Agent Disconnected)
33.108 Outbound Calls Released by Remote Party for the Day (OUT Remote Disconnected)
33.109 Outbound Calls Routed to Agents for the Day (OUT Routed)
33.110 Outbound Calls Self Serviced for the Day (OUT Self Serviced)
33.111 Outbound Calls Transferred by Agents for the Day (OUT Xfers or OUT Transferred)
33.112 Outbound Current Calling Rate (OUT Call Rate)
33.113 Outbound Emails Currently on Agents, Saved in Personal Queues (OUT Desktop)
33.114 Outbound Interactions Currently Handled by Agents (OUT Active)
33.115 Outbound Interactions Handled by Agents for the Day/ Number of Unsolicited Emails and Follow-up Responses (OUT Handled)
33.116 Outbound Successful Calls Attempts for the Day (OUT Answered)
33.117 Percentage of Calls That Did Not Connect to Agent in Compliance Time, Per Day (OUT Unattended %)
33.118 Percentage of Inbound Calls Abandoned for the Day (IN Total Abandoned %)
33.119 Percentage of Inbound Calls Abandoned in Queue for the Day (IN Queue Abandoned %)
33.120 Percentage of Inbound Calls Handled for the Day (IN Handled %)
33.121 Percentage of Inbound Calls Short Abandoned in Queue for the Day (IN Queue Sh-Abandoned %)
33.122 Percentage of Inbound Interactions Answered in Service Level Over 20 Most Recent Calls (IN Svc Level % or SLA)
33.123 Percentage of Inbound Interactions Answered in Service Level Over the Day (IN Svc Level Day %)
33.124 Percentage of Outbound Calls Abandoned at any Stage for the Day (OUT Abandoned %)
33.125 Percentage of Outbound Calls Abandoned in IVR for the Day (OUT IVR Abandoned %)
33.126 Percentage of Outbound Calls Abandoned in Queue for the Day (OUT Queue Abandoned %)

List of Campaign Metrics

Bright Pattern Documentation

Contents