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List of Agent Metrics

This section provides a list of the real-time statistics and user properties that apply to agents and can be displayed via the Agent Metrics View. For definitions of all real-time statistics, see List of All Real-Time Metrics in the Reporting Reference Guide. Metrics here are arranged in alphabetical order.

Active

ACW Time

Agent Login Time

Agent State

Avg ACW Time

Avg Handle Time

Avg Idle Time

Avg Preview Time

Avg Task Handle Time

BT

Busy Time

CAL Overdue

CAL Reminders

CSAT

Current Hold

FCR

Hold

Idle Time

IN Active

IN Avg Call Handling Time

IN Avg Chat Handle Time

IN Avg Email Handle Time

IN Avg Talk Time

IN Breached SLA

IN Calls Handled

IN Carried Over

IN Carried Over New

IN Chat Handled

IN Closed

IN Desktop

IN Email Handled

IN Handled

IN Handled New

IN Handled Unique

IN Ignored

IN Joined

IN Offered

IN on Hold

IN on Hold Unique

IN Pulled

IN Rejected

IN Replied

IN Svc Changed

IN Total Talk Time

IN Transferred

IN Transfers

Interaction

Lists P.A. Completed

Lists P.A. Remaining

Next State

NPS

Occupancy

OUT Agent Disconnected

OUT Avg Call Handle Time

OUT Calls Handled

OUT Desktop

OUT Handled

OUT Rejected

OUT Remote Disconnected

OUT Transferred

Preview Duration

Previewed

Ready Time

Rec

Sentiment

Service

Skipped

Skipped %

Survey 1

Survey 2

Talk

Tasks Breached SLA

Tasks Handled

Tasks in PQ

Time in State

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