From Bright Pattern Documentation
<translate>= List of Agent Metrics= This section provides detailed descriptions of the real-time metrics that apply to agents and can be displayed via the Agent Metrics View. 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. Metrics here are arranged in alphabetical order.
ACW Time
Active
Agent State
Avg ACW Time
Avg Idle Time
Avg Preview Time
Avg Reply Time
BT
Busy Time
CAL Overdue
CAL Reminders
CSAT
FCR
Hold
IN Avg Handle Time
IN Avg Talk Time
IN Active
IN Breached SLA
IN Carried Over
IN Carried Over New
IN Closed
IN Desktop
IN Handled
IN Handled New
IN Handled Unique %
IN Offered
IN Pulled
IN Rejected
IN Replied
IN Svc Changed
IN Total Talk Time
IN Transferred
IN on Hold
IN on Hold Unique
Idle Time
Lists P.A. Completed
Lists P.A. Remaining
NPS
OUT Agent Disconnected
OUT Desktop
OUT Discarded
OUT Handled
OUT Rejected
OUT Remote Disconnected
OUT Transferred
Occupancy
Preview Duration
Previewed
Ready Time
Sentiment
Skipped
Skipped %
Survey 1
Survey 2
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