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= List of Service Metrics =  
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= List of Service Metrics =
 
The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order.
 
The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see [[reporting-reference-guide/AllMetrics|List of All Real-Time Metrics]] in the ''Reporting Reference Guide''. The metrics here are listed in alphabetical order.
  
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=== [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] ===  
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=== [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] ===  
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=== [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] === <!--T:10-->
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=== [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] ===  
  
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=== [[reporting-reference-guide/AllMetrics#Callbacks_Currently_Waiting_in_Queue_.28CB_Waiting.29|CB Waiting]] ===  
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=== [[reporting-reference-guide/AllMetrics#Callbacks_Currently_Waiting_in_Queue_.28CB_Waiting.29|CB Waiting]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Average_Speed_of_Answer_.2F_Average_Time_to_Reply_.28IN_ASA.29|IN ASA]] ===  
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=== [[reporting-reference-guide/AllMetrics#Average_Speed_of_Answer_.2F_Average_Time_to_Reply_.28IN_ASA.29|IN ASA]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN Active]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN Active]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Agents_for_the_Day_.28IN_Agent_Disconnected.29|IN Agent Disconnected]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Agents_for_the_Day_.28IN_Agent_Disconnected.29|IN Agent Disconnected]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN Avg Talk Time]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN Avg Talk Time]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN Breached SLA]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues.2C_Waiting_in_Excess_of_SLA_Time_.28IN_Breached_SLA.29|IN Breached SLA]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN Carried Over New]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN Carried Over New]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN Desktop]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN Desktop]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Estimated_Wait_Time_.28IN_EWT.29|IN EWT]] ===  
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=== [[reporting-reference-guide/AllMetrics#Estimated_Wait_Time_.28IN_EWT.29|IN EWT]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN Handled]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN Handled]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Number_of_New_Emails_Processed_by_Agents.2C_Including_Replied.2C_Closed_Without_Reply.2C_Transferred_and_Service_Changes_.28IN_Handled_New.29|IN Handled New]] ===  
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=== [[reporting-reference-guide/AllMetrics#Number_of_New_Emails_Processed_by_Agents.2C_Including_Replied.2C_Closed_Without_Reply.2C_Transferred_and_Service_Changes_.28IN_Handled_New.29|IN Handled New]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] ===  
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=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique_.25.29|IN Handled Unique %]] ===  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique_.25.29|IN Handled Unique %]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_IVR_for_the_Day_.28IN_IVR_Abandoned.29|IN IVR Abandoned]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_IVR_for_the_Day_.28IN_IVR_Abandoned.29|IN IVR Abandoned]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_IVR_for_the_Day_.28IN_IVR_Dropped.29|IN IVR Dropped]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_IVR_for_the_Day_.28IN_IVR_Dropped.29|IN IVR Dropped]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|IN in IVR]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|IN in IVR]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]] ===  
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=== [[reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned.29|IN Queue Abandoned]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned.29|IN Queue Abandoned]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned_.25.29|IN Queue Abandoned %]] ===  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned_.25.29|IN Queue Abandoned %]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_Queue_for_the_Day_.28IN_Queue_Dropped.29|IN Queue Dropped]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_Queue_for_the_Day_.28IN_Queue_Dropped.29|IN Queue Dropped]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned.29|IN Queue Sh-Abandoned]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned.29|IN Queue Sh-Abandoned]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned_.25.29|IN Queue Sh-Abandoned %]] ===  
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=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned_.25.29|IN Queue Sh-Abandoned %]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Queued_for_the_Day_.28IN_Queued.29|IN Queued]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Queued_for_the_Day_.28IN_Queued.29|IN Queued]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_First_Time_Queued_for_the_Day_.28IN_Queued_Unique.29|IN Queued Unique]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_First_Time_Queued_for_the_Day_.28IN_Queued_Unique.29|IN Queued Unique]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|IN Received]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|IN Received]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_for_New_Cases_.28IN_Received_New.29|IN Received New]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_for_New_Cases_.28IN_Received_New.29|IN Received New]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28IN_Rejected.29|IN Rejected]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28IN_Rejected.29|IN Rejected]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Callers_for_the_Day_.28IN_Remote_Disconnected.29|IN Remote Disconnected]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Callers_for_the_Day_.28IN_Remote_Disconnected.29|IN Remote Disconnected]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Replied_for_the_Day_.28IN_Replied.29|IN Replied]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Replied_for_the_Day_.28IN_Replied.29|IN Replied]] ===
  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_Ringing_.28IN_Ringing.29|IN Ringing]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_Ringing_.28IN_Ringing.29|IN Ringing]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_While_Ringing_for_the_Day_.28IN_Ringing_Abandoned.29|IN Ringing Abandoned]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_While_Ringing_for_the_Day_.28IN_Ringing_Abandoned.29|IN Ringing Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_While_Ringing_for_the_Day_.28IN_Ringing_Dropped.29|IN Ringing Dropped]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_While_Ringing_for_the_Day_.28IN_Ringing_Dropped.29|IN Ringing Dropped]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Routed_to_Agents_for_the_Day_.28IN_Routed.29|IN Routed]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Routed_to_Agents_for_the_Day_.28IN_Routed.29|IN Routed]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Self_Serviced_for_the_Day_.28IN_Self_Serviced.29|IN Self Serviced]] ===  
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Self_Serviced_for_the_Day_.28IN_Self_Serviced.29|IN Self Serviced]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Re-categorized_from_a_Different_Service_by_Agents_.28IN_Svc_Change_Received.29|IN Svc Change Received]] ===  
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=== [[Reporting-reference-guide/AllMetrics#Number of Interactions Re-categorized as Spam by Agents .28IN Spam.29|IN Spam]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Recategorized_to_a_Different_Service_by_Agents_.28IN_Svc_Changed.29|IN Svc Changed]] ===  
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=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Re-categorized_from_a_Different_Service_by_Agents_.28IN_Svc_Change_Received.29|IN Svc Change Received]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_20_Most_Recent_Calls_.28IN_Svc_Level_.25_or_SLA.29|IN Svc Level %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Number_of_Interactions_Recategorized_to_a_Different_Service_by_Agents_.28IN_Svc_Changed.29|IN Svc Changed]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_the_Day_.28IN_Svc_Level_Day_.25.29|IN Svc Level Day %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_20_Most_Recent_Calls_.28IN_Svc_Level_.25_or_SLA.29|IN Svc Level %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|IN Total Abandoned]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_the_Day_.28IN_Svc_Level_Day_.25.29|IN Svc Level Day %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned_.25.29|IN Total Abandoned %]] === <!--T:52-->
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=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|IN Total Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Total_for_the_Day_.28IN_Total_Talk_Time.29|IN Total Talk Time]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned_.25.29|IN Total Abandoned %]] ===  
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Total_for_the_Day_.28IN_Total_Talk_Time.29|IN Total Talk Time]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_IVR.2C_Queue_or_on_Agents_.28IN_in_Progress.29|IN in Progress]] ===  
+
=== [[Reporting-reference-guide/AllMetrics#Number of Interactions Re-categorized as Trash by Agents .28IN Trash.29|IN Trash]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|IN on Hold]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold_Unique.29|IN on Hold Unique]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_IVR.2C_Queue_or_on_Agents_.28IN_in_Progress.29|IN in Progress]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|IN on Hold]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Interactions_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold_Unique.29|IN on Hold Unique]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned.29|OUT Abandoned]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned_.25.29|OUT Abandoned %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Currently_Handled_by_Agents_.28OUT_Active.29|OUT Active]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned.29|OUT Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT Agent Disconnected]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned_.25.29|OUT Abandoned %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Successful_Calls_Attempts_for_the_Day_.28OUT_Answered.29|OUT Answered]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Currently_Handled_by_Agents_.28OUT_Active.29|OUT Active]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Successful_Call_Attempts_for_the_Day_.28OUT_Answered_.25.29|OUT Answered %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT Agent Disconnected]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Average_for_the_Day_.28OUT_Avg_Talk_Time.29|OUT Avg Talk Time]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Successful_Calls_Attempts_for_the_Day_.28OUT_Answered.29|OUT Answered]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_for_the_Day_.28OUT_Dialed.29|OUT Dialed]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Successful_Call_Attempts_for_the_Day_.28OUT_Answered_.25.29|OUT Answered %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Average_for_the_Day_.28OUT_Avg_Talk_Time.29|OUT Avg Talk Time]] ===
  
−
=== [[Reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_for_the_Day_.28OUT_Dialed.29|OUT Dialed]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR Abandoned]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Handled_by_Agents_for_the_Day.2F_Number_of_Unsolicited_Emails_and_Follow-up_Responses_.28OUT_Handled.29|OUT Handled]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned_.25.29|OUT IVR Abandoned %]] ===  
+
=== [[Reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR Dropped]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue Abandoned]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_IVR_for_the_Day_.28OUT_IVR_Abandoned_.25.29|OUT IVR Abandoned %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned_.25.29|OUT Queue Abandoned %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR Dropped]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_Queue_for_the_Day_.28OUT_Queue_Dropped.29|OUT Queue Dropped]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28OUT_Rejected.29|OUT Rejected]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Calls_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned_.25.29|OUT Queue Abandoned %]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT Remote Disconnected]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_in_Queue_for_the_Day_.28OUT_Queue_Dropped.29|OUT Queue Dropped]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Delivered_to_Agents_and_Currently_Ringing_.28OUT_Ringing.29|OUT Ringing]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Rejected_or_Unanswered_by_Agents_for_the_Day_.28OUT_Rejected.29|OUT Rejected]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_While_Ringing_for_the_Day_.28OUT_Ringing_Abandoned.29|OUT Ringing Abandoned]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT Remote Disconnected]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_While_Ringing_for_the_Day_.28OUT_Ringing_Dropped.29|OUT Ringing Dropped]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Delivered_to_Agents_and_Currently_Ringing_.28OUT_Ringing.29|OUT Ringing]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Routed_to_Agents_for_the_Day_.28OUT_Routed.29|OUT Routed]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_While_Ringing_for_the_Day_.28OUT_Ringing_Abandoned.29|OUT Ringing Abandoned]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Total_for_the_Day_.28OUT_Total_Talk_Time.29|OUT Total Talk Time]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Dropped_While_Ringing_for_the_Day_.28OUT_Ringing_Dropped.29|OUT Ringing Dropped]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT Transferred]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Routed_to_Agents_for_the_Day_.28OUT_Routed.29|OUT Routed]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Outbound_Answered_Calls_That_Did_Not_Connect_to_Agent_in_Compliance_Time.2C_Per_Day_.28OUT_Unattended.29|OUT Unattended]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Duration_Total_for_the_Day_.28OUT_Total_Talk_Time.29|OUT Total Talk Time]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Calls_That_Did_Not_Connect_to_Agent_in_Compliance_Time.2C_Per_Day_.28OUT_Unattended_.25.29|OUT Unattended %]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Calls_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT Transferred]] ===
  
−
=== [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy]] ===  
+
=== [[reporting-reference-guide/AllMetrics#Outbound_Answered_Calls_That_Did_Not_Connect_to_Agent_in_Compliance_Time.2C_Per_Day_.28OUT_Unattended.29|OUT Unattended]] ===
 +
 
 +
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Calls_That_Did_Not_Connect_to_Agent_in_Compliance_Time.2C_Per_Day_.28OUT_Unattended_.25.29|OUT Unattended %]] ===
 +
 
 +
=== [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy]] ===
  
 
=== [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] ===
 
=== [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] ===

Revision as of 05:46, 10 March 2025

• 日本語
• 5.19 • 5.2 • 5.3 • 5.8

List of Service Metrics

The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.

Busy

Busy Svc

CB Requested

CB Waiting

IN ASA

IN Active

IN Agent Disconnected

IN Avg Talk Time

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN EWT

IN Handled

IN Handled New

IN Handled Unique

IN Handled Unique %

IN IVR Abandoned

IN IVR Dropped

IN in IVR

IN Max Wait

IN Queue Abandoned

IN Queue Abandoned %

IN Queue Dropped

IN Queue Sh-Abandoned

IN Queue Sh-Abandoned %

IN Queued

IN Queued Unique

IN Received

IN Received New

IN Rejected

IN Remote Disconnected

IN Replied

IN Ringing

IN Ringing Abandoned

IN Ringing Dropped

IN Routed

IN Self Serviced

IN Spam

IN Svc Change Received

IN Svc Changed

IN Svc Level %

IN Svc Level Day %

IN Total Abandoned

IN Total Abandoned %

IN Total Talk Time

IN Transferred

IN Trash

IN Waiting

IN in Progress

IN on Hold

IN on Hold Unique

Logged In

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Dialed

OUT Handled

OUT in Progress

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Rejected

OUT Remote Disconnected

OUT Ringing

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

OUT Unattended %

Occupancy

=== Ready ===

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