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Revision as of 05:52, 10 March 2025 by Wyler.metge (talk | contribs) (Updated via BpClonePage extension. Source page: draft:Supervisor-guide/ListofServiceMetrics)

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• 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 Calls in Progress

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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Contentsto top

Supervisor Guide

Introduction

Purpose
AudienceTutorials
Supervisor TutorialsStarting Your Working Session
Starting Agent Desktop
User Interface Overview
Working as an Agent
Working as a Supervisor
Wallboard
Services Dashboard
Home Page
Cases
Omni QMAgent Management
Changing Agent State
About Chat Center
Call Recording
Call Monitoring, Coaching, and Barge-In
Continuous Agent Monitoring
Grading Calls in Progress
Agent Screen Monitoring
Managing Calendar Events
Quality ManagementCalendars
Working With Agent CalendarsCampaign Operation
General Information About Campaign Operation
General Campaign Metrics View
Individual Campaign Metrics View
List of Campaign Metrics
Quota Metrics View
List of Quota Metrics
Lists View
List of List Metrics
Campaign Teams ViewEmail Queue
General Information About Email Queue ManagementReal-time Metrics
General Information About Metric Viewing
Understanding Real-Time Metrics
Customization of Metric Views
Team Metrics View
List of Team Metrics
Service Metrics View
Service Metric Descriptions
- 1.1 Busy
- 1.2 Busy Svc
- 1.3 CB Requested
- 1.4 CB Waiting
- 1.5 IN ASA
- 1.6 IN Active
- 1.7 IN Agent Disconnected
- 1.8 IN Avg Talk Time
- 1.9 IN Breached SLA
- 1.10 IN Calls in Progress
- 1.11 IN Carried Over
- 1.12 IN Carried Over New
- 1.13 IN Closed
- 1.14 IN Desktop
- 1.15 IN EWT
- 1.16 IN Handled
- 1.17 IN Handled New
- 1.18 IN Handled Unique
- 1.19 IN Handled Unique %
- 1.20 IN IVR Abandoned
- 1.21 IN IVR Dropped
- 1.22 IN in IVR
- 1.23 IN Max Wait
- 1.24 IN Queue Abandoned
- 1.25 IN Queue Abandoned %
- 1.26 IN Queue Dropped
- 1.27 IN Queue Sh-Abandoned
- 1.28 IN Queue Sh-Abandoned %
- 1.29 IN Queued
- 1.30 IN Queued Unique
- 1.31 IN Received
- 1.32 IN Received New
- 1.33 IN Rejected
- 1.34 IN Remote Disconnected
- 1.35 IN Replied
- 1.36 IN Ringing
- 1.37 IN Ringing Abandoned
- 1.38 IN Ringing Dropped
- 1.39 IN Routed
- 1.40 IN Self Serviced
- 1.41 IN Spam
- 1.42 IN Svc Change Received
- 1.43 IN Svc Changed
- 1.44 IN Svc Level %
- 1.45 IN Svc Level Day %
- 1.46 IN Total Abandoned
- 1.47 IN Total Abandoned %
- 1.48 IN Total Talk Time
- 1.49 IN Transferred
- 1.50 IN Trash
- 1.51 IN Waiting
- 1.52 IN in Progress
- 1.53 IN on Hold
- 1.54 IN on Hold Unique
- 1.55 Logged In
- 1.56 Not Ready
- 1.57 OUT Abandoned
- 1.58 OUT Abandoned %
- 1.59 OUT Active
- 1.60 OUT Agent Disconnected
- 1.61 OUT Answered
- 1.62 OUT Answered %
- 1.63 OUT Avg Talk Time
- 1.64 OUT Dialed
- 1.65 OUT Handled
- 1.66 OUT in Progress
- 1.67 OUT IVR Abandoned
- 1.68 OUT IVR Abandoned %
- 1.69 OUT IVR Dropped
- 1.70 OUT Queue Abandoned
- 1.71 OUT Queue Abandoned %
- 1.72 OUT Queue Dropped
- 1.73 OUT Rejected
- 1.74 OUT Remote Disconnected
- 1.75 OUT Ringing
- 1.76 OUT Ringing Abandoned
- 1.77 OUT Ringing Dropped
- 1.78 OUT Routed
- 1.79 OUT Total Talk Time
- 1.80 OUT Transferred
- 1.81 OUT Unattended
- 1.82 OUT Unattended %
- 1.83 Occupancy
- 1.84 Ready
Skill Metrics View
List of Skill Metrics
Agent Metrics View
List of Agent Metrics
Real-Time Metric Alerts