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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. | ||
− | === [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] === | + | === [[reporting-reference-guide/AllMetrics#Busy_Agents_.28Busy.29|Busy]] === |
− | === [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] === | + | === [[reporting-reference-guide/AllMetrics#Agents_Busy_With_Interactions_of_This_Service_.28Busy_Svc.29|Busy Svc]] === |
=== [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] === <!--T:10--> | === [[reporting-reference-guide/AllMetrics#Callbacks_Requested_for_the_Day_.28CB_Requested.29|CB Requested]] === <!--T:10--> | ||
− | === [[reporting-reference-guide/AllMetrics#Callbacks_Currently_Waiting_in_Queue_.28CB_Waiting.29|CB Waiting]] === | + | === [[reporting-reference-guide/AllMetrics#Callbacks_Currently_Waiting_in_Queue_.28CB_Waiting.29|CB Waiting]] === |
− | === [[reporting-reference-guide/AllMetrics#Average_Speed_of_Answer_.2F_Average_Time_to_Reply_.28IN_ASA.29|IN ASA]] === | + | === [[reporting-reference-guide/AllMetrics#Average_Speed_of_Answer_.2F_Average_Time_to_Reply_.28IN_ASA.29|IN ASA]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN Active]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_Handled_by_Agents_.28IN_Active.29|IN Active]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Agents_for_the_Day_.28IN_Agent_Disconnected.29|IN Agent Disconnected]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Released_by_Agents_for_the_Day_.28IN_Agent_Disconnected.29|IN Agent Disconnected]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN Avg Talk Time]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Duration_Average_for_the_Day_.28IN_Avg_Talk_Time.29|IN Avg Talk Time]] === |
− | === [[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]] === | + | === [[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]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN Carried Over New]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_for_New_Cases_.28IN_Carried_Over_New.29|IN Carried Over New]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN Desktop]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Currently_on_Agents.2C_Saved_in_Personal_Queues_.28IN_Desktop.29|IN Desktop]] === |
− | === [[reporting-reference-guide/AllMetrics#Estimated_Wait_Time_.28IN_EWT.29|IN EWT]] === | + | === [[reporting-reference-guide/AllMetrics#Estimated_Wait_Time_.28IN_EWT.29|IN EWT]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN Handled]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Handled_by_Agents_for_the_Day_.28IN_Handled.29|IN Handled]] === |
− | === [[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]] === | + | === [[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]] === |
− | === [[reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] === | + | === [[reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] === |
− | === [[reporting-reference-guide/AllMetrics#Percentage_of_Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique_.25.29|IN Handled Unique %]] === | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique_.25.29|IN Handled Unique %]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_IVR_for_the_Day_.28IN_IVR_Abandoned.29|IN IVR Abandoned]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_IVR_for_the_Day_.28IN_IVR_Abandoned.29|IN IVR Abandoned]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_IVR_for_the_Day_.28IN_IVR_Dropped.29|IN IVR Dropped]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_IVR_for_the_Day_.28IN_IVR_Dropped.29|IN IVR Dropped]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|IN in IVR]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|IN in IVR]] === |
− | === [[reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]] === | + | === [[reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned.29|IN Queue Abandoned]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned.29|IN Queue Abandoned]] === |
− | === [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned_.25.29|IN Queue Abandoned %]] === | + | === [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Abandoned_.25.29|IN Queue Abandoned %]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_Queue_for_the_Day_.28IN_Queue_Dropped.29|IN Queue Dropped]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Dropped_by_System_in_Queue_for_the_Day_.28IN_Queue_Dropped.29|IN Queue Dropped]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned.29|IN Queue Sh-Abandoned]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned.29|IN Queue Sh-Abandoned]] === |
− | === [[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 %]] === | + | === [[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 %]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Queued_for_the_Day_.28IN_Queued.29|IN Queued]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Queued_for_the_Day_.28IN_Queued.29|IN Queued]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_First_Time_Queued_for_the_Day_.28IN_Queued_Unique.29|IN Queued Unique]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_First_Time_Queued_for_the_Day_.28IN_Queued_Unique.29|IN Queued Unique]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|IN Received]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Received_for_the_Day_.28IN_Received.29|IN Received]] === |
− | === [[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_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]] === | + | === [[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]] === | + | === [[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]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Emails_Replied_for_the_Day_.28IN_Replied.29|IN Replied]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_Ringing_.28IN_Ringing.29|IN Ringing]] === | + | === [[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]] === | + | === [[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]] === | + | === [[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]] === | + | === [[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]] === | + | === [[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]] === | + | === [[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#Number_of_Interactions_Recategorized_to_a_Different_Service_by_Agents_.28IN_Svc_Changed.29|IN Svc Changed]] === | + | === [[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_20_Most_Recent_Calls_.28IN_Svc_Level_.25_or_SLA.29|IN Svc Level %]] === | + | === [[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#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_the_Day_.28IN_Svc_Level_Day_.25.29|IN Svc Level Day %]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|IN Total Abandoned]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned.29|IN Total Abandoned]] === |
=== [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned_.25.29|IN Total Abandoned %]] === <!--T:52--> | === [[reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Calls_Abandoned_for_the_Day_.28IN_Total_Abandoned_.25.29|IN Total Abandoned %]] === <!--T:52--> | ||
− | === [[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_Calls_Duration_Total_for_the_Day_.28IN_Total_Talk_Time.29|IN Total Talk Time]] === |
− | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Transferred_by_Agents_for_the_Day_.28IN_Transferred.29|IN Transferred]] === | + | === [[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_Queue_.28IN_Waiting.29|IN Waiting]] === | + | === [[reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]] === |
− | === [[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#Inbound_Interactions_Currently_in_IVR.2C_Queue_or_on_Agents_.28IN_in_Progress.29|IN in Progress]] === |
− | === [[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_Being_Put_on_Hold_by_Agent.28s.29_for_the_Day_.28IN_on_Hold.29|IN on Hold]] === |
− | === [[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#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#Logged-in_Agents_.28Logged_In.29|Logged In]] === | + | === [[reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]] === |
− | === [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] === | + | === [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] === |
− | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned.29|OUT Abandoned]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned.29|OUT Abandoned]] === |
− | === [[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#Percentage_of_Outbound_Calls_Abandoned_at_any_Stage_for_the_Day_.28OUT_Abandoned_.25.29|OUT Abandoned %]] === |
− | === [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Currently_Handled_by_Agents_.28OUT_Active.29|OUT Active]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Interactions_Currently_Handled_by_Agents_.28OUT_Active.29|OUT Active]] === |
− | === [[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_Released_by_Agent_for_the_Day_.28OUT_Agent_Disconnected.29|OUT Agent Disconnected]] === |
− | === [[reporting-reference-guide/AllMetrics#Outbound_Successful_Calls_Attempts_for_the_Day_.28OUT_Answered.29|OUT Answered]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Successful_Calls_Attempts_for_the_Day_.28OUT_Answered.29|OUT Answered]] === |
− | === [[reporting-reference-guide/AllMetrics#Percentage_of_Outbound_Successful_Call_Attempts_for_the_Day_.28OUT_Answered_.25.29|OUT Answered %]] === | + | === [[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_Duration_Average_for_the_Day_.28OUT_Avg_Talk_Time.29|OUT Avg Talk Time]] === | + | === [[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_for_the_Day_.28OUT_Dialed.29|OUT Dialed]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_for_the_Day_.28OUT_Dialed.29|OUT Dialed]] === |
− | === [[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_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_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] === | + | === [[Reporting-reference-guide/AllMetrics#Outbound_Call_Attempts_Currently_in_Progress_.28OUT_in_Progress.29|OUT in Progress]] === |
− | === [[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_IVR_for_the_Day_.28OUT_IVR_Abandoned.29|OUT IVR 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_IVR_for_the_Day_.28OUT_IVR_Abandoned_.25.29|OUT IVR 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_IVR_for_the_Day_.28OUT_IVR_Dropped.29|OUT IVR 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_Abandoned_in_Queue_for_the_Day_.28OUT_Queue_Abandoned.29|OUT Queue 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#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_Queue_for_the_Day_.28OUT_Queue_Dropped.29|OUT Queue 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_Rejected_or_Unanswered_by_Agents_for_the_Day_.28OUT_Rejected.29|OUT Rejected]] === | + | === [[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_Released_by_Remote_Party_for_the_Day_.28OUT_Remote_Disconnected.29|OUT Remote Disconnected]] === | + | === [[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_Delivered_to_Agents_and_Currently_Ringing_.28OUT_Ringing.29|OUT Ringing]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Delivered_to_Agents_and_Currently_Ringing_.28OUT_Ringing.29|OUT Ringing]] === |
− | === [[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_Abandoned_While_Ringing_for_the_Day_.28OUT_Ringing_Abandoned.29|OUT Ringing Abandoned]] === |
− | === [[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_Dropped_While_Ringing_for_the_Day_.28OUT_Ringing_Dropped.29|OUT Ringing Dropped]] === |
− | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Routed_to_Agents_for_the_Day_.28OUT_Routed.29|OUT Routed]] === | + | === [[reporting-reference-guide/AllMetrics#Outbound_Calls_Routed_to_Agents_for_the_Day_.28OUT_Routed.29|OUT Routed]] === |
− | === [[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_Duration_Total_for_the_Day_.28OUT_Total_Talk_Time.29|OUT Total Talk Time]] === |
− | === [[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_Transferred_by_Agents_for_the_Day_.28OUT_Xfers_or_OUT_Transferred.29|OUT Transferred]] === |
− | === [[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_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#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#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]] === |
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Latest revision as of 04:10, 29 May 2024
• 日本語
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 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 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 ===