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<translate>= List of Service Metrics = <!--T:1-->
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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]] === <!--T:2-->
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=== [[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]] === <!--T:3-->
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=== [[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]] === <!--T:11-->
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=== [[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]] === <!--T:12-->
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=== [[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]] === <!--T:13-->
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=== [[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]] === <!--T:14-->
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=== [[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]] === <!--T:15-->
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=== [[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]] === <!--T:16-->
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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]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Carried_Over_from_Previous_Day_.28IN_Carried_Over.29|IN Carried Over]] === <!--T:17-->
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=== [[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]] === <!--T:18-->
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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]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Inbound_Emails_Closed_Without_Reply_for_the_Day_.28IN_Closed.29|IN Closed]] === <!--T:19-->
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=== [[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]] === <!--T:20-->
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=== [[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]] === <!--T:21-->
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=== [[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]] === <!--T:22-->
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=== [[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]] === <!--T:23-->
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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]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Unique_Inbound_Calls_Handled_by_Agents_for_the_Day_.28IN_Handled_Unique.29|IN Handled Unique]] === <!--T:24-->
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=== [[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 %]] === <!--T:25-->
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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 %]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Abandoned_in_IVR_for_the_Day_.28IN_IVR_Abandoned.29|IN IVR Abandoned]] === <!--T:26-->
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=== [[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]] === <!--T:27-->
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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]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Currently_in_IVR_.28IN_in_IVR.29|IN in IVR]] === <!--T:28-->
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=== [[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]] === <!--T:29-->
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=== [[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]] === <!--T:30-->
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=== [[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 %]] === <!--T:31-->
+
=== [[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]] === <!--T:32-->
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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]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Inbound_Calls_Short_Abandoned_in_Queue_for_the_Day_.28IN_Queue_Sh-Abandoned.29|IN Queue Sh-Abandoned]] === <!--T:33-->
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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]] ===  
  
=== [[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 %]] === <!--T:34-->
+
=== [[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]] === <!--T:35-->
+
=== [[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]] === <!--T:36-->
+
=== [[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]] === <!--T:37-->
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=== [[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]] === <!--T:38-->
+
=== [[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]] === <!--T:39-->
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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]] === <!--T:40-->
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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]] === <!--T:41-->
+
=== [[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]] === <!--T:42-->
+
=== [[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]] === <!--T:43-->
+
=== [[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]] === <!--T:44-->
+
=== [[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]] === <!--T:45-->
+
=== [[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]] === <!--T:46-->
+
=== [[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]] === <!--T:47-->
+
=== [[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]] === <!--T:48-->
+
=== [[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 %]] === <!--T:49-->
+
=== [[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 %]] === <!--T:50-->
+
=== [[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]] === <!--T:51-->
+
=== [[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]] === <!--T:53-->
+
=== [[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]] === <!--T:54-->
+
=== [[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]] === <!--T:55-->
+
=== [[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]] === <!--T:56-->
+
=== [[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]] === <!--T:57-->
+
=== [[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]] === <!--T:58-->
+
=== [[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]] === <!--T:59-->
+
=== [[reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Not_Ready_Agents_.28Not_Ready.29|Not Ready]] === <!--T:60-->
+
=== [[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]] === <!--T:61-->
+
=== [[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 %]] === <!--T:62-->
+
=== [[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]] === <!--T:63-->
+
=== [[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]] === <!--T:64-->
+
=== [[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]] === <!--T:65-->
+
=== [[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 %]] === <!--T:66-->
+
=== [[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]] === <!--T:67-->
+
=== [[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]] === <!--T:68-->
+
=== [[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]] === <!--T:69-->
+
=== [[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]] === <!--T:89-->
+
=== [[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]] === <!--T:70-->
+
=== [[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 %]] === <!--T:71-->
+
=== [[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]] === <!--T:72-->
+
=== [[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]] === <!--T:74-->
+
=== [[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 %]] === <!--T:75-->
+
=== [[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]] === <!--T:76-->
+
=== [[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]] === <!--T:77-->
+
=== [[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]] === <!--T:78-->
+
=== [[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]] === <!--T:79-->
+
=== [[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]] === <!--T:80-->
+
=== [[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]] === <!--T:81-->
+
=== [[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]] === <!--T:82-->
+
=== [[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]] === <!--T:83-->
+
=== [[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]] === <!--T:84-->
+
=== [[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]] === <!--T:85-->
+
=== [[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 %]] === <!--T:86-->
+
=== [[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]] === <!--T:87-->
+
=== [[reporting-reference-guide/AllMetrics#Occupancy_in_Campaign.2FService_.28Occupancy.29|Occupancy]] ===  
  
=== [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] === <!--T:88-->
+
=== [[reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]] ===
 
 
 
 
 
 
 
 
 
 
</translate>
 

Latest revision as of 04:10, 29 May 2024

• 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 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 ===

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