Zoom Contact Center metrics
| Metric | Definition | Channels | Available in |
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| % Inbound Agent Completed Voice Calls | The 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. |
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| % Inbound Declined Voice Calls | The percentage of the agent’s inbound voice engagements where the agent declined the inbound notification. |
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| % Inbound Missed Voice Calls | The percentage of the agent’s inbound call notifications that were not answered. |
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Active chatActive Chats | The number of chat engagements that were routed by the queue and are currently active with a queue member. |
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| Active SMS
Active SMS engagements | The number of SMS engagements that were routed by the queue and are currently active with a queue member. |
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| Active voice calls
Active Calls | The number of calls where the consumer hasn’t hung up yet. |
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| Agent Availability | Agent’s availability status.
See the availability status article for more information. |
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| Agent First Message Delay | The amount of time it takes an agent to respond to a consumer’s initial message. |
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| Agent Skills/Proficiency |
The skills and proficiency level of the agent. You can change an agent's skills and proficiency levels. |
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| All Real-time Engagements | The total number of currently-active engagements in the selected channel. |
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| Answer Rate | Percent of offers that agent answered |
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| Answered | The number inbound engagements answered by agents. | ||
| Automatic Consumer Distribution (ACD) Voice Engagements | Voice engagements that fit into these scenarios.
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| Avg. Agent First Message Delay | The average amount of time it takes an agent to respond to a consumer’s initial message. |
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| 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. |
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| Avg. chat Wrap-up duration | The average time queue members spend in the wrap-up period. Displayed in hours, minutes, and seconds. |
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| Avg. Duration in Flow | The average amount of time that consumers spent in the flow. |
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| 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. |
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| 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. |
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| 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. |
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| Avg. Messages Sent | The average number of chat messages sent by agents. |
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| Avg. Ring Duration | The average amount of time that agents wait for their outbound call to be answered. |
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| Avg. Talking Duration | The average time that consumers spent talking to an agent. Talking duration includes talking time and hold duration. |
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| Avg. Wrap-up Duration | The average amount of time that an agent spent in the wrap-up period. |
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| Callback Avg. Pending Duration | The 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. |
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| Callback Avg. Waiting Duration | The average amount of time that a consumer spent waiting for a callback after accepting the callback option. |
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| Callback Max. Pending Duration | The 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. |
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| Callback Max. Waiting Duration | The longest amount of time that a consumer spent waiting for a callback after accepting the callback option. |
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| Callback Pending Duration |
The amount of time from when an agent initiates a callback to when the customer accepts it. This doesn’t apply to scheduled callbacks. This duration is also included in Callback Waiting Duration. |
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| Callback Waiting Duration |
The amount of time from when the customer hangs up the engagement to when the customer accepts the callback. This doesn’t apply to scheduled callbacks. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Chat waiting time - Average | The sum of the chat session waiting time divided by the total number of chat engagements. Displayed in minutes and seconds. |
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| Chat waiting time - Longest | The shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds. |
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| Chat waiting time - Shortest | The shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Disposition | The selected disposition. |
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| 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. |
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| Enqueued | The count of engagements that were successfully routed to the queue without overflowing |
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| 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. |
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| First Queue Transfer Rate | Percentage of engagements tat were transferred to another queue after they were routed to the first queue in the flow. |
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| Flow Duration |
The duration of time between when the engagement starts, and when the engagement leaves the flow, for example to route into a queue. This doesn’t apply to scheduled callbacks. |
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| Flow Version |
The version number of the associated flow. |
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| Handling Duration
Inbound Handling Duration
Total Inbound Handling Duration
Total Handling Duration
Inbound Voice Handling Duration | This represents the combined length of the talking duration and wrap-up duration. For messaging and email channels, handling duration in historical reports excludes inactive periods, while real-time reports currently include them. |
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| 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. |
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| Hold Duration | The period of time between when an engagement is placed on hold and when it is resumed. Includes voice hold and video hold duration if you're viewing omnichannel data. This duration is also included in Talking Duration. |
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| Hold Hang Up | This measures the number of engagements where consumers hung up while on hold. |
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| Inbound Agent Completed Voice Calls | The 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. |
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| 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. |
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| 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. |
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| Inbound Chats - Overflowed
Overflowed | Inbound chat engagements that overflowed to another destination based on the queue's settings. |
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| Inbound Declined Voice Calls
Declined Video Calls | The number of inbound voice or video engagements where the agent declined the inbound notification. |
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| Inbound Engagements
Total Inbound Engagements | The total number of inbound engagements. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Inbound SMS Engagements - Abandoned | Inbound SMS engagements that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage. |
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| 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. |
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| Inbound SMS Engagements - Overflowed
Overflowed
Total Overflowed
Overflowed Calls | Inbound SMS engagements that overflowed to another destination based on the queue's settings. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Inbound Transferred In Voice Calls | The number of inbound voice calls that were transferred to the agent. |
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| Inbound Transferred Out Voice Calls | The number of inbound calls that were transferred to another queue, agent, or number. |
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| Inbound Voice Avg. Hold Duration | The average time consumers spent on hold for inbound voice engagements. |
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| Inbound Voice Avg. Ring Duration | The average amount of time that it takes for an agent to accept an inbound engagement notification. |
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| Inbound Voice Call Talking Duration
Video call talking duration
Talking duration
Inbound Voice Talking Duration |
The period of time between when an agent answers an engagement and hangs up, including hold duration. This only applies to voice and video channels. |
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| 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. |
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| 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. |
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| 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. |
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| Inbound Voice Calls | The number of inbound calls for the selected queues or agents. |
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| 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. |
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| 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). |
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| 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 |
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| 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. |
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| Inbound Voice Calls Upgraded | The number of inbound voice engagements that were upgraded to a voice engagement. |
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| Inbound Voice Hold Duration | The duration that a consumer was placed on hold for inbound voice engagements. |
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| Inbound Voice Wrap-Up Duration | The amount of time that agents spend in the wrap-up period for inbound voice engagements. |
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| Interflowed | Engagements 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 |
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| IVR Duration | The duration that the consumer spent in an IVR system. |
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| Live inbound chat engagements | The total number of inbound chat engagements currently in the queue, including active chats or chats waiting in queue. |
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| Live SMS | The total number of inbound SMS engagements currently in the queue, including active chats or chats waiting in queue. |
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| Live voice calls / Live inbound voice calls | The 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. |
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| Live Waiting Duration | The amount of time from when a customer enters the queue until an agent accepts the engagement. This metric continues to increase only when the consumer is in a wait/ring status. This doesn’t apply to outbound engagements. |
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| 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. |
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Long-abandoned SMS Long-abandoned calls | The number of video 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. |
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| 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. |
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| Longest chat Wrap-up duration | The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds. |
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| Longest Duration in Flow | The longest time that a consumer spent in the flow. |
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| 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. |
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| 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. |
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| 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. |
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| Longest Outbound Ring Duration
Outbound Max. Ring Duration | The longest amount of time that an agent waited for their outbound call to be answered. |
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| Messaging Chats | The number of chats where the agent is in a chat session with the consumer. In other words, the consumer is not waiting. |
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| 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. |
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| Name | The profile display name of the agent. |
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| Non-Automatic Consumer Distribution (non-ACD) voice engagements | Voice engagements that fit into these scenarios. Available in: agent report.
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| Not Ready | Agents in not ready status and opted in to the queue | ||
| Occupied | Agents in occupied status and opted in to the queue | ||
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Offered | The number of engagements offered to the queue for agents to handle. It indicates the number of opportunities present in the queue at any given time, reflecting the demand for agent interaction. |
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Offers Total | The total number of offers made to agents. Each engagement can generate multiple offers if it is assigned to several agents. This count is recorded only when the engagement has officially reached or been assigned to an agent. For example, if a single engagement has been assigned to 3 different agents, the Offers Total would be 3. |
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Offers Inbound | The number of engagements that enter the queue. This includes all interactions routed to the queue for agent handling. It shows the total volume of incoming engagements that agents can potentially respond to, regardless of whether they are assigned to an agent. |
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Offers ACD |
The number of engagements distributed to agents through the ACD system. It only counts offers that were accepted by agents, excluding any offers that didn't reach an agent. |
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Offers Non-ACD | The number of engagements that are given directly to agents without using the ACD system, such as transfers between agents or direct assignments. It only counts offers that were accepted by agents, excluding any offers that didn't reach an agent. |
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Offers Answered | The number of engagements that have been successfully answered by agents. |
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Offers Missed | The number of engagements assigned to the agent that went unanswered, including cases where the agent timed out or the customer abandoned the call. |
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| Offers Declined | The number of engagements that were rejected or declined by the agent, indicating the agent opted not to handle the engagement. |
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| Online | Agents logged in to Zoom Contact Center and opted in to the queue. | ||
| Opt-out duration | The total duration that an agent was opted out of their queues. |
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| Opt-out duration | The total duration that an agent was opted out of their queues. |
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| Opt-out duration | The total duration that an agent was opted out of their queues. |
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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. |
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| Outbound Avg. Hold Duration | The average duration that consumers were placed on hold for outbound voice calls. |
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| Outbound 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. |
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| Outbound Avg. SMS Sent | The average number of SMS sent by an agent per SMS engagement. |
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| Outbound Calls | The total number of outbound calls. Outbound engagements do not include callback engagements. |
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| Outbound Engagements | The number of outbound voice or SMS engagements. Outbound engagements do not include callback engagements. |
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| Outbound Hang Up | How many of the agent's outbound engagements had a duration shorter than the hang-up threshold for the queue | ||
| Outbound Longest SMS Messaging Duration | The longest time that an agent spent in an active outbound SMS engagement. Displayed in minutes and seconds. |
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| Outbound Shortest SMS Messaging Duration | The shortest time that an agent spent in an active outbound SMS engagement. Displayed in minutes and seconds. |
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| Outbound SMS - Total SMS engagements | The total number of outbound SMS engagements in the selected queues. |
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| Outbound SMS - Total SMS sent
Outbound SMS Sent
Total Outbound SMS Messages Sent | The total number of outbound SMS messages sent by agents. |
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| Outbound SMS Engagements - Total SMS Messages Sent
Outbound SMS Engagements - Total SMS Messages | The total number of outbound SMS messages sent by agents. |
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| Outbound Voice Avg. Hold Duration | The average duration that consumers were placed on hold for outbound voice engagements. |
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| Outbound Voice Avg. Wrap-Up Duration | The average amount of time that an agent spent in the wrap-up period for outbound voice engagements. |
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| 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. |
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| Outbound Voice Calls - Unanswered / Outbound Voice Calls - Unanswered calls | The number of outbound calls made by members of the selected queues, and the call was not answered. |
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| Outbound Voice Talking Duration | The amount of time that an agent spent speaking to a consumer for outbound voice calls. Talking duration includes talking time and hold duration. |
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| Overflowed to disconnect | Inbound calls that disconnected based on the queue's settings. |
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| Overflowed to inbox | Inbound calls that overflowed to an inbox based on the queue's settings. |
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| Percentage of Callback Requested | The percentage of calls that requested a callback. |
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| Ready | Agents 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. |
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| Ring Duration
Ring Duration - Inbound / Voice Call
Ring Duration - Inbound / Video Call
Inbound Voice Ring Duration | The amount of time from when an engagement starts ringing to when it's answered. This duration is also included in the Live Waiting Duration. |
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| Routing and Outcomes - Agent | Engagements that were routed by the flow to an agent. |
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| Routing and Outcomes - Disconnect | Engagements that were disconnected by the consumer while in the flow. |
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| Routing and Outcomes - External Transfer
Outcome Types - External Transfer | Engagements that were routed to an agent or number outside of the selected flows. |
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| Routing and Outcomes - Flow | Engagements that were routed to another flow. |
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| 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. |
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| Routing and Outcomes - Queue | Engagements that were routed by the selected flows to a queue. |
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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 inbound calls received by the queue members. Depending on the queue settings, the denominator may also exclude short/long abandoned calls. |
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Short-abandoned SMS Short-abandoned calls | The number of video or voice engagements that were ended by the consumer while waiting in the queue. This only includes engagements where the wait time does not exceed the short-abandon threshold set in queue settings. |
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| 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. |
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| Shortest chat Wrap-up duration | The shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds. |
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| Shortest Handling Duration | The 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. |
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| Shortest Live Waiting Duration | The shortest amount of time that a consumer spent waiting to be assign to an agent. |
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| Shortest Outbound Ring Duration | The shortest amount of time that an agent waited for their outbound call to be answered. |
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| Start Time | The start date and time of when the agent answers the call. |
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| Status/Time in | The current availability status of the agent. |
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| Talking Duration | The amount of time that a member spent messaging a consumer. |
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| 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. |
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| 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. |
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| Total Auto-Closed Chats
Inbound Chat - Auto-closed | The number of chat engagements that were automatically ended based on queue settings. |
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| Total Auto-Closed SMS
Inbound SMS - Auto-closed | The number of SMS engagements that were automatically ended based on queue settings. |
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| Total Duration | The total duration of the engagement in hours, minutes, and seconds, from when the engagement starts ringing until it's hung up. This includes all other duration types that can happen during an engagement such as IVR, waiting, talking, and hold, but does not include wrap-up duration. |
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| Total Inbound Chats
Inbound Chats - Total Inbound Chats | The total number of inbound chat engagements to the queue(s) in the current day. |
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| Total Inbound Hold Duration | The total amount of time that a consumer spent on hold. |
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| Total Inbound SMS Sent | The total number of inbound SMS messages sent to agents. |
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| Total Inbound Talking Duration | The amount of time that an inbound consumer spent talking to an agent. Talking duration includes talking time and hold duration. |
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| Total Inbound Wrap-up Duration | The total time that an agent spent in the wrap-up period for inbound calls. |
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| Total Messages Sent | The total umber of chat messages sent by agents. |
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| Total missed | Inbound chat engagements that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage. |
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| Total Occupied Duration | The sum of the ACD voice engagements duration, non-ACD voice engagements duration, and video engagements duration. |
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| Total Outbound Handling Duration | The total amount of time the agent spent on an active outbound engagement. This includes talking/messaging duration and wrap-up duration. |
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| Total Outbound Hold Duration | The duration that a consumer was placed on hold for outbound voice calls. |
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| Total Outbound SMS Engagements | The total number of outbound SMS engagements made by agents. |
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| Total Outbound Talking Duration | The amount of time that an agent spent speaking to a consumer for outbound voice calls. Talking duration includes talking time and hold duration. |
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| Total Outbound Wrap-up Duration | The amount of time that agents spend in the wrap-up period for outbound voice calls. |
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| Total Released
Inbound Chats - Total released | The number of inbound chat engagements that were released back to the queue. |
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| Total Released
Inbound SMS Engagements - Total released | The number of inbound SMS engagements that were released back to the queue. |
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| Total SMS engagements
Total inbound SMS
Inbound SMS Engagements - Total SMS engagements | The total number of inbound SMS engagements to the queues. |
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| Total transferred
Inbound Chats - Total transferred | The number of inbound chat engagements that were transferred to another queue or agent. |
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| Total transferred
Inbound SMS Engagements - Total transferred | The number of inbound SMS engagements that were transferred to another queue or agent. |
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| Total Transferred In | The number of inbound SMS engagements that were transferred to the queue or agent. |
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| Transfer-in Voice Calls Accepted | The number of voice engagements that were transferred to the associated agent and they accepted the inbound notification. |
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| Transferred In | The number of inbound chat engagements that were transferred in to the queue or agent. |
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| Transferred In Outside Queue | How many of the engagements offered to the agent were caused by transfers from other agents outside the agent's queue | ||
| Transferred Out | The number of chat engagements that were transferred out to another queue or agent. |
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| Transferred Out | The number of SMS engagements that were transferred out to another queue or agent. |
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| Transferred to Inbox | The 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. |
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| Upgraded | The count of engagements that were upgraded to voice or video |
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| 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. |
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| Upgraded to voice call | The number of inbound chat engagements that were upgraded to a voice call. |
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| Upgraded to voice call | The number of inbound chat engagements that were upgraded to a voice call. |
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| 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. |
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| Voice call talking duration - Average / Avg call talking duration | The 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. |
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| Waiting Chats | The number of inbound chat engagements that haven’t been answered and are waiting in the queue. |
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| Waiting Duration | The duration that the consumer spent waiting in the queue. |
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| Waiting SMS
Waiting SMS engagements | The number of inbound SMS engagements that haven’t been answered and are waiting in the queue. |
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| Waiting Type
Queue Wait Type (messaging channels) |
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| 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. |
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| Wrap Up Time | The amount of time spent in the wrap-up period. |
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| 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. |
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| 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. |
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| 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. |
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| Wrap-up Time
Wrap-up Duration |
The amount of time from when an agent begins the wrap-up process after an engagement to when the engagement is ended. |
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| 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. |
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| 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. |
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| Wrap-up time - Shortest / Shortest call Wrap-up time | The shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds. |
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