Zoom Contact Center metrics glossary


The following table defines all metrics available in Zoom Contact Center analytics. The table contains this information:

Prerequisites for viewing contact center metrics

Zoom Contact Center metrics

 
MetricDefinitionChannelsAvailable in
% Inbound Agent Completed Voice CallsThe percentage of engagements for the agent where the agent or consumer has ended the engagement. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended.
  • Voice
% Inbound Declined Voice CallsThe percentage of the agent’s inbound voice engagements where the agent declined the inbound notification.
  • Voice
% Inbound Missed Voice CallsThe percentage of the agent’s inbound call notifications that were not answered.
  • Voice

Active chatActive Chats

The number of chat engagements that were routed by the queue and are currently active with a queue member.
  • Messaging (chat)
Active SMS

Active SMS engagements

The number of SMS engagements that were routed by the queue and are currently active with a queue member.
  • Messaging (SMS)
Active voice calls

Active Calls

The number of calls where the consumer hasn’t hung up yet.
  • Voice
  • Video
Agent AvailabilityAgent’s availability status.

See the availability status article for more information.

  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Agent First Message DelayThe amount of time it takes an agent to respond to a consumer’s initial message.
  • Messaging (chat)
  • Messaging (SMS)
Agent Skills/Proficiency

The skills and proficiency level of the agent. You can change an agent's skills and proficiency levels.

  • All
All Real-time EngagementsThe total number of currently-active engagements in the selected channel.
  • Messaging (SMS)
  • Messaging (chat)
Answer RatePercent of offers that agent answered
  • Voice
  • Video
 
AnsweredThe number inbound engagements answered by agents. 
Automatic Consumer Distribution (ACD) Voice EngagementsVoice engagements that fit into these scenarios.
  • Routed to an agent via a queue
  • Transfers to an agent via a queue
  • Overflows to an agent via a queue
  • Voice
  • Video
Avg. Agent First Message DelayThe average amount of time it takes an agent to respond to a consumer’s initial message.
  • Messaging (chat)
  • Messaging (SMS)
Avg. Agent First Message Speed

Agent First Message Speed - Average

The average amount of time it takes an agent to respond to a consumer’s initial message in a messaging channel engagement. You can view this metric as a line chart in the agent report.
  • Messaging (chat)
  • Messaging (SMS)
Avg. chat Wrap-up durationThe average time queue members spend in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Messaging (chat)
 
Avg. Duration in FlowThe average amount of time that consumers spent in the flow.
  • Voice
Avg. Handling Duration

Inbound Voice Avg. Handling Duration

 

Inbound Avg. Handling Duration

The average amount of time the agent spent on an active engagement. Handling duration includes talking/messaging duration and wrap-up duration.
  • Messaging (chat)
  • Video
  • Voice
  • Messaging (SMS)
Avg. Inbound Ring Duration

Inbound Avg. Ring Duration

The average amount of time that it takes for an agent to accept an inbound engagement notification.
  • Voice
  • Video
Avg. Live Waiting Duration

Inbound Avg. Live Waiting Duration

The average amount of time that consumers are spent waiting to be assign to an agent.
  • Voice
  • Video
Avg. Messages SentThe average number of chat messages sent by agents.
  • Messaging (chat)
  • Messaging (SMS)
Avg. Ring DurationThe average amount of time that agents wait for their outbound call to be answered.
  • Voice
Avg. Talking DurationThe average time that consumers spent talking to an agent. Talking duration includes talking time and hold duration.
  • Voice
Avg. Wrap-up DurationThe average amount of time that an agent spent in the wrap-up period.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Callback Avg. Pending DurationThe average amount of time that a consumer took to accept, miss, or decline a callback after an agent has connected to the agent leg of the callback.
  • Voice
Callback Avg. Waiting DurationThe average amount of time that a consumer spent waiting for a callback after accepting the callback option.
  • Voice
Callback Max. Pending DurationThe longest amount of time that a consumer took to accept, miss, or decline a callback after an agent has connected to the agent leg of the callback.
  • Voice
Callback Max. Waiting DurationThe longest amount of time that a consumer spent waiting for a callback after accepting the callback option.
  • Voice
Callback Waiting DurationThe amount of time that a consumer spent waiting for a callback after accepting the callback option.
  • Voice
Callback Waiting Duration - Shortest

Shortest Callback Waiting Duration

The shortest amount of time that a consumer spent waiting for a callback after accepting the callback option.
  • Voice
Chat Messaging Duration - Average

Avg. Chat Messaging Duration

The sum of the chat session time divided by the total number of chat engagements. Displayed in minutes and seconds. This does not include wait and wrap-up times.
  • Messaging (chat)
Chat Messaging Duration - Longest

Longest Chat Messaging Duration

The longest time that a consumer spent in a chat session with a queue member. Displayed in hours, minutes, and seconds.
  • Messaging (chat)
Chat Messaging Duration - Shortest

Shortest Chat Messaging Duration

The shortest time that a consumer spent in a chat session with a queue member. Displayed in hours, minutes, and seconds.
  • Messaging (chat)
Chat Waiting Duration - Average

Avg. Chat Waiting Duration

The average time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
  • Messaging (chat)
Chat Waiting Duration - Longest

Longest Chat Waiting Duration

The longest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
  • Messaging (chat)
Chat Waiting Duration - Shortest

Shortest Chat Waiting Duration

The shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
  • Messaging (chat)
Chat waiting time - AverageThe sum of the chat session waiting time divided by the total number of chat engagements. Displayed in minutes and seconds.
  • Messaging (chat)
 
Chat waiting time - LongestThe shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
  • Messaging (chat)
 
Chat waiting time - ShortestThe shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
  • Messaging (chat)
 
Closed Inbound Engagements

Closed Outbound Engagements

The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is closed once the wrap-up duration has ended.
  • Messaging (chat)
 
Completed Inbound Engagements

Completed Outbound Engagements

 

Total Completed Inbound Engagements

The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended. Outbound engagements do not include callback engagements.
  • Voice
  • Video
Containment Rate

Contained

The number or percentage of flows where the engagement ended within the flow before it's routed outside of the flow; or the engagement is disconnected by the Route To widget before the engagement is routed outside of the flow.
  • Voice
Disengaged Rate

Disengaged

The number or percentage of flows where one of the following scenarios causes Zoom Contact Center to end the engagement.

* The consumer is waiting in a queue.

* The consumer is overflowed from a queue, but not forwarded to an inbox or transferred externally.

* The agent transfer the engagement to a flow with a widget that disconnects the engagement.

* The agent direct transfers to another agent that does not answer and the timeout causes the engagement to disconnect.

  • Voice
DispositionThe selected disposition.
  • Voice
  • Video
 
Duration

The Duration column indicates the length of time that the agent spent in the associated status and sub-status. If you need to calculate the amount of time spent for a specific status, you need to add up all rows with that status. Each row may have different sub-statuses tied to the same status.

For example, if an agent was in the Ready status but had a Ringing sub-status for 30 seconds, there will be 3 entries in the table. You need to add up all 3 durations to calculate the time in the Ready status.

  • All
EnqueuedThe count of engagements that were successfully routed to the queue without overflowing
  • Voice
  • Video
 
External Transfer Rate

External Transfer

The number or percentage of flows where the engagement is transferred to a phone number external to the Zoom Contact Center account by the flow, agent, or queue overflow.
  • Voice
First Queue Transfer RatePercentage of engagements tat were transferred to another queue after they were routed to the first queue in the flow.
  • Voice
Flow DurationThe amount of time that consumers spend in the flow.
  • Voice
  • Video
Flow Version

The version number of the associated flow.

  • All
Handling Duration

Inbound Handling Duration

 

Total Inbound Handling Duration

 

Total Handling Duration

 

Inbound Voice Handling Duration

The amount of time the agent spent on an active engagement. This includes talking/messaging duration and wrap-up duration. You can view this metric as a line chart in the agent report.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Hang-up calls

Outbound Voice Calls - Hang-up calls

 

Hang-up Outbound Calls

 

Outbound Voice Hang-Up Calls

 

Outbound Hang-up Calls

The number of outbound voice calls that are less than 10 seconds.

Note: You can customize the durations used for this metric.

  • Voice
  • Video
Hold DurationThe duration that a consumer was placed on hold. Includes voice hold and video hold duration if you're viewing omnichannel data.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Inactive Chats 
  • Messaging (chat)
Inactive SMS engagements 
  • Messaging (SMS)
Inbound Agent Completed Voice CallsThe number of voice engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended.
  • Voice
Inbound Chats - Abandoned

Abandoned

 

Total Abandoned Chats

Inbound chat engagements that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage.
  • Messaging (chat)
Inbound Chats - Completed

Agent Completed

 

Total Completed Chats

 

Total Inbound Chats (Completed)

Inbound chat engagements that were answered by a queue member and have ended. Only the real-time dashboard displays the number and percentage.
  • Messaging (chat)
Inbound Chats - Overflowed

Overflowed

Inbound chat engagements that overflowed to another destination based on the queue's settings.
  • Messaging (chat)
Inbound Declined Voice Calls

Declined Video Calls

The number of inbound voice or video engagements where the agent declined the inbound notification.
  • Voice
  • Video
Inbound Engagements

Total Inbound Engagements

The total number of inbound engagements.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Inbound Hold Duration - Average

Inbound Avg. Hold Duration

The average time consumers spent on hold. Displayed in hours, minutes, and seconds. You can view this metric as a line chart in the agent report.
  • Voice
  • Video
Inbound Hold Duration - Longest

Inbound Longest Hold Duration

 

Inbound Max. Hold Duration

The longest time that a consumer spent on hold. Displayed in hours, minutes, and seconds. You can view this metric as a line chart in the agent report.
  • Voice
  • Video
Inbound Hold Duration - Shortest

Inbound Shortest Hold Duration

The shortest time that a consumer spent on hold. Displayed in minutes and seconds. You can view this metric as a line chart in the agent report.
  • Voice
  • Video
Inbound Live Waiting Duration - Average

Video Call Waiting Duration - Average

 

Avg call waiting duration

The average time consumers spent waiting in the queue. Displayed in hours, minutes, and seconds.
  • Voice
  • Video
Inbound Live Waiting Duration - Longest

Video Call Waiting Duration - Longest

 

Longest call waiting duration

The longest time that a consumer spent waiting in the associated queue. Displayed in hours, minutes, and seconds. Note: To view call waiting times for certain calls, see the historical detailed report.
  • Voice
  • Video
Inbound Live Waiting Duration - Shortest

Video Call Waiting Duration - Shortest

 

Shortest call waiting duration

The shortest time that a consumer spent waiting in the queue. Displayed in minutes and seconds.
  • Voice
  • Video
Inbound SMS Engagements - AbandonedInbound SMS engagements that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage.
  • Messaging (SMS)
Inbound SMS Engagements - Completed

Total completed SMS

 

Total Completed SMS Engagements

 

Total Inbound SMS Engagements (Completed)

Inbound SMS engagements that were answered by a queue member and have ended. Only the real-time dashboard displays the number and percentage.
  • Messaging (SMS)
Inbound SMS Engagements - Overflowed

Overflowed

 

Total Overflowed

 

Overflowed Calls

Inbound SMS engagements that overflowed to another destination based on the queue's settings.
  • Messaging (SMS)
Inbound SMS Messaging Duration - Average

Avg. SMS messaging duration

 

Inbound Avg. SMS Messaging Duration

The sum of the SMS session time divided by the number of active SMS engagements. Displayed in minutes and seconds. This does not include waiting and wrap-up times.
  • Messaging (SMS)
Inbound SMS Messaging Duration - Longest

Longest SMS messaging duration

 

Inbound Longest SMS Messaging Duration

The longest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds. This does not include waiting and wrap-up times.
  • Messaging (SMS)
Inbound SMS Messaging Duration - Shortest

Shortest SMS messaging duration

 

Inbound Shortest SMS Messaging Duration

The shortest time that a consumer spent in an SMS session with a queue member. Displayed in hours, minutes, and seconds. This does not include waiting and wrap-up times.
  • Messaging (SMS)
Inbound SMS Waiting Duration - Average

Avg. SMS waiting duration

 

Inbound Avg. SMS Waiting Duration

The sum of the SMS session waiting time divided by the number of total SMS engagements. Displayed in minutes and seconds.
  • Messaging (SMS)
Inbound SMS Waiting Duration - Longest

Longest SMS waiting duration

 

Inbound Longest SMS Waiting Duration

The longest time that a consumer spent waiting in the queue for an SMS session. Displayed in minutes and seconds.
  • Messaging (SMS)
Inbound SMS Waiting Duration - Shortest

Shortest SMS waiting duration

 

Inbound Shortest SMS Waiting Duration

The shortest time that a consumer spent waiting in the queue for an SMS session. Displayed in minutes and seconds.
  • Messaging (SMS)
Inbound Transferred In Voice CallsThe number of inbound voice calls that were transferred to the agent.
  • Voice
Inbound Transferred Out Voice CallsThe number of inbound calls that were transferred to another queue, agent, or number.
  • Voice
Inbound Voice Avg. Hold DurationThe average time consumers spent on hold for inbound voice engagements.
  • Voice
Inbound Voice Avg. Ring DurationThe average amount of time that it takes for an agent to accept an inbound engagement notification.
  • Voice
Inbound Voice Call Talking Duration

Video call talking duration

 

Talking duration

 

Inbound Voice Talking Duration

The amount of time that an inbound consumer spent talking to an agent. This includes talking time and hold duration.
  • Voice
  • Video
Inbound Voice Call Talking Duration - Average

Video Call Talking Duration - Average

 

Average call talking duration

 

Inbound Avg. Voice Call Talking Duration

 

Avg. Video Call Talking Duration

 

Inbound Voice Avg. Talking Duration

 

Inbound Avg. Talking Duration

The average time that consumers spent talking to a queue member. Displayed in hours, minutes, and seconds. Talking duration includes talking time and hold duration.
  • Voice
  • Video
Inbound Voice Call Talking Duration - Longest

Video Call Talking Duration - Longest

 

Longest call talking duration

 

Inbound Longest Call Talking Duration

 

Inbound Max.Talking Duration

The longest time that a consumer spent talking to a queue member. Displayed in hours, minutes, and seconds. Talking duration includes talking time and hold duration.
  • Voice
  • Video
Inbound Voice Call Talking Duration - Shortest

Video Call Talking Duration - Shortest

 

Shortest call talking duration

 

Inbound Shortest Call Talking Duration

The shortest time that a consumer spent talking to a queue member. Displayed in hours, minutes, and seconds. Talking duration includes talking time and hold duration.
  • Voice
  • Video
Inbound Voice CallsThe number of inbound calls for the selected queues or agents.
  • Voice
  • Video
Inbound Voice Calls - Completed

Inbound Video Calls - Completed

 

Completed Calls

 

Agent Completed Calls

 

Total Inbound Calls (Completed)

The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended.
  • Voice
  • Video
Inbound Voice Calls - Missed and declined

Missed and declined

 

Inbound Missed and Declined Calls

The number of calls that were not answered by an agent (missed), or the agent declined the call (they clicked the option to decline the call in the inbound call notification).
  • Voice
  • Video
Inbound Voice Calls - Total inbound

Inbound Video Calls - Total inbound

 

Inbound Calls

The total number of inbound calls to the queue, or calls that were assigned to an agent in the queue. Inbound Calls = Inbound ACD Calls + Inbound Non-ACD Calls
  • Voice
  • Video
Inbound Voice Calls - Total transferred

Inbound Video Calls - Total transferred

 

Total transferred

The total number of inbound calls that were transferred to another queue, agent, or number.
  • Voice
  • Video
Inbound Voice Calls UpgradedThe number of inbound voice engagements that were upgraded to a voice engagement.
  • Voice
Inbound Voice Hold DurationThe duration that a consumer was placed on hold for inbound voice engagements.
  • Voice
Inbound Voice Wrap-Up DurationThe amount of time that agents spend in the wrap-up period for inbound voice engagements.
  • Voice
InterflowedEngagements that enter the queue but no agent answers, so the engagement is either rerouted elsewhere (flow, queue, agent), sent to the inbox (voicemail), or disconnected after playing a message
  • Voice
  • Video
 
IVR DurationThe duration that the consumer spent in an IVR system.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Live inbound chat engagementsThe total number of inbound chat engagements currently in the queue, including active chats or chats waiting in queue.
  • Messaging (chat)
 
Live SMSThe total number of inbound SMS engagements currently in the queue, including active chats or chats waiting in queue.
  • Messaging (SMS)
 
Live voice calls / Live inbound voice callsThe total number of inbound calls currently in the queue, including calls on hold or calls waiting in queue. Click Live inbound voice calls to view the live inbound voice calls dashboard.
  • Voice
  • Video
 
Live Waiting DurationThe amount of time that a consumer spent waiting to be assign to an agent.
  • Voice
  • Video
Long calls

Outbound Voice Calls - Long calls

 

Long Outbound Calls

 

Outbound Voice Long Calls

 

Outbound Long Calls

The number of outbound voice calls that are more than 120 seconds.

Note: You can customize the durations used for this metric.

  • Voice
  • Video

Long-abandoned SMS

Long-abandoned calls

The number of SMS or voice engagements that were ended by the customer while waiting in the queue. This only includes engagements where the wait time exceeded the short-abandon threshold set in queue settings.
  • Voice
  • Messaging (SMS)
Longest Agent First Message Speed

Agent First Message Speed - Longest

 

Longest Agent First Message Delay

The longest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement. You can view this metric as a line chart in the agent report.
  • Messaging (SMS)
  • Messaging (chat)
Longest chat Wrap-up durationThe longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Messaging (chat)
Longest Duration in FlowThe longest time that a consumer spent in the flow.
  • Voice
Longest Handling Duration

Inbound Max. Handling Duration

The longest amount of time the agent spent on an active engagement. Handling duration includes talking/messaging duration and wrap-up duration.
  • Voice
Longest Inbound Ring Duration

Longest Ring Duration

 

Inbound Max. Ring Duration

 

Inbound Longest Ring Duration

The longest amount of that it took an agent to accept an inbound engagement notification.
  • Voice
  • Video
Longest Live Waiting Duration

Inbound Max. Live Waiting Duration

The longest amount of time that a consumer spent waiting to be assign to an agent.
  • Voice
  • Video
Longest Outbound Ring Duration

Outbound Max. Ring Duration

The longest amount of time that an agent waited for their outbound call to be answered.
  • Voice
Messaging ChatsThe number of chats where the agent is in a chat session with the consumer. In other words, the consumer is not waiting.
  • Messaging (chat)
 
Missed Calls

Inbound Missed Voice Calls

 

Missed Video Calls

 

Inbound Video Calls - Total missed

Inbound calls that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage.
  • Voice
  • Video
NameThe profile display name of the agent.
  • Voice
  • Video
 
Non-Automatic Consumer Distribution (non-ACD) voice engagementsVoice engagements that fit into these scenarios. Available in: agent report.
  • Outbound calls initiated by the agent
  • Transfers directly to an agent
  • Directly routed to an agent
  • Internal voice calls
  • Conference voice calls
  • Voice
  • Video
 
Not ReadyAgents in not ready status and opted in to the queue  
OccupiedAgents in occupied status and opted in to the queue  
Offers DeclinedThe number of inbound queue calls declined by the associated member. In other words, they clicked the option to decline the call in the inbound call notification.
  • Voice
  • Video
OnlineAgents logged in to Zoom Contact Center and opted in to the queue. 
Opt-out durationThe total duration that an agent was opted out of their queues.
  • Voice
  • Video
 
Opt-out durationThe total duration that an agent was opted out of their queues.
  • Messaging (chat)
 
Opt-out durationThe total duration that an agent was opted out of their queues.
  • Messaging (SMS)
 

Optional Skills/Proficiency

Option Skills/Proficiency

The optional skills and proficiency level (in parenthesis) that were used to route to an agent. You will see the Matched label if Zoom Contact Center was able to find an agent that matches that specific skill and proficiency level. Otherwise, you will see the Not Matched label if it wasn't able to find an agent that matches that specific skill and proficiency level. Skills and proficiency levels are specified the associated agent routing profile.

  • All
Outbound Avg. Hold DurationThe average duration that consumers were placed on hold for outbound voice calls.
  • Voice
Outbound Avg. SMS Messaging DurationThe sum of the SMS session time divided by the number of active SMS engagements. Displayed in minutes and seconds. This does not include waiting and wrap-up times.
  • Messaging (SMS)
Outbound Avg. SMS SentThe average number of SMS sent by an agent per SMS engagement.
  • Messaging (SMS)
Outbound CallsThe total number of outbound calls. Outbound engagements do not include callback engagements.
  • Voice
  • Video
Outbound EngagementsThe number of outbound voice or SMS engagements. Outbound engagements do not include callback engagements.
  • Voice
  • Messaging (SMS)
Outbound Hang UpHow many of the agent's outbound engagements had a duration shorter than the hang-up threshold for the queue  
Outbound Longest SMS Messaging DurationThe longest time that an agent spent in an active outbound SMS engagement. Displayed in minutes and seconds.
  • Messaging (SMS)
Outbound Shortest SMS Messaging DurationThe shortest time that an agent spent in an active outbound SMS engagement. Displayed in minutes and seconds.
  • Messaging (SMS)
Outbound SMS - Total SMS engagementsThe total number of outbound SMS engagements in the selected queues.
  • Messaging (SMS)
Outbound SMS - Total SMS sent

Outbound SMS Sent

 

Total Outbound SMS Messages Sent

The total number of outbound SMS messages sent by agents.
  • Messaging (SMS)
Outbound SMS Engagements - Total SMS Messages Sent

Outbound SMS Engagements - Total SMS Messages

The total number of outbound SMS messages sent by agents.
  • Messaging (SMS)
Outbound Voice Avg. Hold DurationThe average duration that consumers were placed on hold for outbound voice engagements.
  • Voice
Outbound Voice Avg. Wrap-Up DurationThe average amount of time that an agent spent in the wrap-up period for outbound voice engagements.
  • Voice
Outbound Voice Calls - Answer

Outbound Voice Calls - Answer calls

The number of outbound calls made by members of the selected queues, and the call was answered.
  • Voice
  • Video
 
Outbound Voice Calls - Unanswered / Outbound Voice Calls - Unanswered callsThe number of outbound calls made by members of the selected queues, and the call was not answered.
  • Voice
  • Video
 
Outbound Voice Talking DurationThe amount of time that an agent spent speaking to a consumer for outbound voice calls. Talking duration includes talking time and hold duration.
  • Voice
Overflowed to disconnectInbound calls that disconnected based on the queue's settings.
  • Voice
  • Video
 
Overflowed to inboxInbound calls that overflowed to an inbox based on the queue's settings.
  • Voice
  • Video
 
Percentage of Callback RequestedThe percentage of calls that requested a callback.
  • Voice
ReadyAgents in ready status and opted in to the queue 
Required Skills/Proficiency

The required skills and proficiency levels (in parenthesis) that agents must have to be assigned the engagement. Required skills and proficiency levels are specified the associated agent routing profile.

  • All
Ring Duration

Ring Duration - Inbound / Voice Call

 

Ring Duration - Inbound / Video Call

 

Inbound Voice Ring Duration

The amount of time that it takes for an agent to accept an inbound engagement notification.
  • Voice
  • Video
Routing and Outcomes - AgentEngagements that were routed by the flow to an agent.
  • Voice
Routing and Outcomes - DisconnectEngagements that were disconnected by the consumer while in the flow.
  • Voice
Routing and Outcomes - External Transfer

Outcome Types - External Transfer

Engagements that were routed to an agent or number outside of the selected flows.
  • Voice
Routing and Outcomes - FlowEngagements that were routed to another flow.
  • Voice
Routing and Outcomes - Inbox

Outcome Types - Inbox

 

Inbox Rate

The number or percentage of engagements that were routed to an inbox by the selected flows.
  • Voice
Routing and Outcomes - QueueEngagements that were routed by the selected flows to a queue.
  • Voice

Service Level

The percentage of calls answered within the threshold time (default is 30 seconds). The real-time analytics dashboard will display No Calls during the queue's closed hours (when there's no inbound calls). The Service Level is calculated as all calls received in less than the threshold (default is 30 seconds), divided by all calls answered or completed by the queue members.
Note: You can customize the threshold used to calculate the Service Level, and the thershold used to determine the target Service Level.

  • All

Short-abandoned SMS

Short-abandoned calls

The number of SMS engagements that were ended by the consumer while waiting in the queue. This only includes engagements where the wait time exceeded the short-abandon threshold set in queue settings.
  • Voice
  • Messaging (SMS)
Shortest Agent First Message Speed

Agent First Message Speed - Shortest

 

Shortest Agent First Message Delay

The shortest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement. You can view this metric as a line chart in the agent report.
  • Messaging (SMS)
  • Messaging (chat)
Shortest chat Wrap-up durationThe shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Messaging (chat)
 
Shortest Handling DurationThe shortest amount of time the agent spent on an active engagement. Handling duration includes talking/messaging duration and wrap-up duration.  
Shortest Inbound Ring Duration

Shortest Ring Duration

The shortest amount of that it took an agent to accept an inbound engagement notification.
  • Voice
  • Video
Shortest Live Waiting DurationThe shortest amount of time that a consumer spent waiting to be assign to an agent.
  • Voice
  • Video
Shortest Outbound Ring DurationThe shortest amount of time that an agent waited for their outbound call to be answered.
  • Voice
Start TimeThe start date and time of when the agent answers the call.
  • Voice
  • Video
 
Status/Time inThe current availability status of the agent.
  • Voice
  • Video
 
Talking DurationThe amount of time that a member spent messaging a consumer.
  • Messaging (chat)
  • Messaging (SMS)
Total Abandon Quit Chats

Inbound Chat - Abandon quit

The number of chat engagements that were ended by the consumer while waiting in the queue or during the engagment.
  • Messaging (chat)
Total Abandon Quit SMS

Total Abandoned quit SMS

 

Inbound SMS - Abandon quit

The number of SMS engagements that were ended by the consumer while waiting in the queue or during the engagment.
  • Messaging (SMS)
Total Auto-Closed Chats

Inbound Chat - Auto-closed

The number of chat engagements that were automatically ended based on queue settings.
  • Messaging (SMS)
Total Auto-Closed SMS

Inbound SMS - Auto-closed

The number of SMS engagements that were automatically ended based on queue settings.
  • Messaging (SMS)
Total DurationThe total duration of the engagement in hours, minutes, and seconds. This includes all other duration types that can happen during an engagement (IVR, waiting, talking, hold, and wrap-up).
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Total Inbound Chats

Inbound Chats - Total Inbound Chats

The total number of inbound chat engagements to the queue(s) in the current day.
  • Messaging (chat)
Total Inbound Hold DurationThe total amount of time that a consumer spent on hold.
  • Video
  • Voice
Total Inbound SMS SentThe total number of inbound SMS messages sent to agents.
  • Messaging (SMS)
Total Inbound Talking DurationThe amount of time that an inbound consumer spent talking to an agent. Talking duration includes talking time and hold duration.
  • Video
  • Voice
Total Inbound Wrap-up DurationThe total time that an agent spent in the wrap-up period for inbound calls.
  • Voice
  • Video
Total Messages SentThe total umber of chat messages sent by agents.
  • Messaging (chat)
  • Messaging (SMS)
Total missedInbound chat engagements that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage.
  • Messaging (chat)
 
Total Occupied DurationThe sum of the ACD voice engagements duration, non-ACD voice engagements duration, and video engagements duration.
  • Voice
  • Video
Total Outbound Handling DurationThe total amount of time the agent spent on an active outbound engagement. This includes talking/messaging duration and wrap-up duration.
  • Voice
  • Video
Total Outbound Hold DurationThe duration that a consumer was placed on hold for outbound voice calls.
  • Voice
  • Video
Total Outbound SMS EngagementsThe total number of outbound SMS engagements made by agents.
  • Messaging (SMS)
Total Outbound Talking DurationThe amount of time that an agent spent speaking to a consumer for outbound voice calls. Talking duration includes talking time and hold duration.
  • Voice
Total Outbound Wrap-up DurationThe amount of time that agents spend in the wrap-up period for outbound voice calls.
  • Voice
  • Video
Total Released

Inbound Chats - Total released

The number of inbound chat engagements that were released back to the queue.
  • Messaging (chat)
Total Released

Inbound SMS Engagements - Total released

The number of inbound SMS engagements that were released back to the queue.
  • Messaging (SMS)
Total SMS engagements

Total inbound SMS

 

Inbound SMS Engagements - Total SMS engagements

The total number of inbound SMS engagements to the queues.
  • Messaging (SMS)
Total transferred

Inbound Chats - Total transferred

The number of inbound chat engagements that were transferred to another queue or agent.
  • Messaging (chat)
Total transferred

Inbound SMS Engagements - Total transferred

The number of inbound SMS engagements that were transferred to another queue or agent.
  • Messaging (SMS)
Total Transferred InThe number of inbound SMS engagements that were transferred to the queue or agent.
  • Messaging (SMS)
Transfer-in Voice Calls AcceptedThe number of voice engagements that were transferred to the associated agent and they accepted the inbound notification.
  • Voice
  • Video
 
Transferred InThe number of inbound chat engagements that were transferred in to the queue or agent.
  • Messaging (chat)
Transferred In Outside QueueHow many of the engagements offered to the agent were caused by transfers from other agents outside the agent's queue 
Transferred OutThe number of chat engagements that were transferred out to another queue or agent.
  • Messaging (chat)
Transferred OutThe number of SMS engagements that were transferred out to another queue or agent.
  • Messaging (SMS)
Transferred to InboxThe count of engagements that were transferred to an inbox by the agent.  
Upgrade Rate

Outcome Types - Upgraded

Engagements that were upgraded from voice to video by the selected flows.
  • Voice
UpgradedThe count of engagements that were upgraded to voice or video
  • Voice
  • Messaging (chat)
  • Messaging (SMS)
 
Upgraded to video call

Inbound Voice Calls - Upgraded to video call

 

Inbound Chats - Upgraded to video call

Inbound calls or chats that were upgraded to a video call.
  • Voice
  • Messaging (chat)
  • Messaging (SMS)
Upgraded to voice callThe number of inbound chat engagements that were upgraded to a voice call.
  • Messaging (chat)
Upgraded to voice callThe number of inbound chat engagements that were upgraded to a voice call.
  • Messaging (SMS)
Voice call talking duration

Talking Duration

The amount of time that a member spent speaking to a consumer. Talking duration includes talking time and hold duration.
  • Voice
  • Video
Voice call talking duration - Average / Avg call talking durationThe sum of the talking duration divided by the number of calls. Displayed in minutes and seconds. This does not include hold and wrap-up times. Talking duration includes talking time and hold duration.
  • Voice
  • Video
 
Waiting ChatsThe number of inbound chat engagements that haven’t been answered and are waiting in the queue.
  • Messaging (chat)
Waiting DurationThe duration that the consumer spent waiting in the queue.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Waiting SMS

Waiting SMS engagements

The number of inbound SMS engagements that haven’t been answered and are waiting in the queue.
  • Messaging (SMS)
Waiting Type

Queue Wait Type (messaging channels)

 
  • Voice
  • Video
Waiting voice calls

Waiting video calls

 

Live Waiting Calls

 

Waiting Calls

The number of inbound engagements that haven’t been answered and are waiting in the queue for an agent to answer.
  • Voice
  • Video
Wrap Up TimeThe amount of time spent in the wrap-up period.
  • Voice
  • Video
 
Wrap-Up Duration - Average

Inbound Wrap-Up Duration - Average

 

Inbound Avg. Call Wrap-up Duration

 

Inbound Avg. Wrap-up Duration

 

Avg. SMS Wrap-up duration

 

Inbound Voice Avg. Wrap-Up Duration

The sum of time queue members spend in the wrap-up period divided by the number of total SMS engagements or calls. Displayed in hours, minutes, and seconds. You can view this metric as a line chart in the agent report.
  • Messaging (SMS)
  • Voice
  • Video
Wrap-Up Duration - Longest

Inbound Wrap-Up Duration - Longest

 

Longest SMS Wrap-up duration

 

Inbound Longest Call Wrap-up Duration

 

Inbound Max. Wrap-up Duration

The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds. You can view this metric as a line chart in the agent report.
  • Messaging (SMS)
  • Voice
  • Video
Wrap-Up Duration - Shortest

Inbound Wrap-Up Duration - Shortest

 

Inbound Shortest Call Wrap-up Duration

 

Shortest SMS Wrap-up duration

The shortest time that an agent spent in the wrap-up period. Displayed in hours, minutes, and seconds. You can view this metric as a line chart in the agent report.
  • Messaging (SMS)
  • Voice
  • Video
Wrap-up Time

Wrap-up Duration

The amount of time that agents spend in the wrap-up period.
  • Voice
  • Video
  • Messaging (chat)
  • Messaging (SMS)
Wrap-up time - Average / Avg. call Wrap-up time:The average time queue members spend in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Voice
  • Video
 
Wrap-up time - Longest / Longest call Wrap-up time:The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Voice
  • Video
 
Wrap-up time - Shortest / Shortest call Wrap-up timeThe shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Voice
  • Video