ACD – Agent
Statistics
Displays all agent statistics including times spent in each agent state and metrics
relating to agent performance and utilization. Report includes statistics that are
associated and not associated with a contact. This report answers questions regarding
performance and utilization such as: 1) How long do the agents spend handling
contacts? 2) What is their occupancy and working rate? 3) How is my agent
performing compared to their team or other agents?
Metric Name
Description
Calculation
Avg Active Talk Time
(AATT)
Average length of time that contact spent in
active conversation with the primary agent.
1) Summary Calculation: Active Talk
Time / Contacts Handled; 2)
Trending Calculation: Active Talk
Time per Interval / Contacts Handled
in that interval
Active Talk Time (ATT) Length of time that contact spent in active
time contact spent in contact_state =
conversation with the primary agent. Does not ACTIVE
include Hold Time or Conference Time. (Different
from Talk Time which does include Hold and
Conference Time).
% Active Talk Time
(%ATT)
Percentage of Handle Time agent spent in Active (Active Talk Time / Handle Time) *
Talk Time.
100
Avg ACW Time (AACWT)The average time the contacts spent in the After 1) Summary Calculation: ACW Time /
Contact Work state.
Contacts Handled ; 2) Trending
Calculation: ACW Time per Interval /
Contacts Handled in that interval
ACW Time (ACWT)
The length of time the agent spent on work that (derived from agent log detail table
is necessitated by and immediately follows a
and outstates table) time agent spent
call/contact (After Contact Work). More
in outstate where isACW = TRUE and
specifically, this time includes agent time spent in IsSystemOutstate = FALSE
any Unavailable Code within inContact Central
that relates to After Contact Work. This metric is
reported on by agent/team/location and
campaign/skill/media.
Last Modified on 2/21/2012 3:49 PM
Pg. 1
% ACW Time (%ACWTC) ACW Time may be viewed from either the Agent 2 possible calculations exist for % of
State perspective or the Contact State
ACW Time. When displayed for Skill,
perspective. From the Contact State perspective Campaign or Media it is: (ACW Time /
it is the percentage of Total Contact Time that the Contact Time) * 100. When displayed
contact spent in ACW state. From the Agent
for Agent, Team or Location it is:
State perspective it is the percentage of Login
(ACW Time / Login Time) * 100
Time that agents spent in ACW state.
Available Time (AVT)
Length of time agents spend waiting for contacts time agent spent in agent_state =
to arrive.
AVAILABLE
% Available Time
(%AVT)
Percentage of Login Time an agents spent in an
Available State.
(Available Time / Login Time) * 100
Conference Time (CNFT)Length of time agent spent in conference with
another agent and the caller.
time contact spent in contact_state =
CONFERENCE
Avg Conference Time
(ACNFT)
Average length of time contact spent in
conference state.
Conference Time / Contacts Handled
% Conference Time
(%CNFT)
Percentage of Handle Time agent spent in
Conference with another agent and a Contact.
(Conference Time / Handle Time) *
100
Consult Time (CON)
Length of time agent spent in communication
time agent spent in agent_state =
with another agent or supervisor. Through the INBOUNDCONSULT or
inContact Agent application it is triggered by an OUTBOUNDCONSULT
explicit ''consult'' action. Currently, in inContact,
a consult can occur between 2 agents without
being directly tied to a contact. For this reason,
at this time, a consult state does not exist for a
specific contact.
% Consult Time (%CON) Percentage of Login Time agent spent consulting (Consult Time / Login Time) * 100
with another agent or supervisor.
Dialer Time (DLR)
Length of time agent spent in the Dialer waiting
for Outbound Calls to arrive. This metric only
applies to customers that have purchased the
inContact Dialer.
Handle Time (HT)
Length of time contact was actively handled by an Talk Time + ACW Time
agent.
Last Modified on 2/21/2012 3:49 PM
time agent spent in agent_state =
DIALER and outstate_code = 0
Pg. 2
Avg Handle Time (AHT) Average length of time an agent spent handling a 1) Summary Calculation: Handle Time
contact.
/ Contacts Handled ; 2) Trending
Calculation: Handle Time per Interval
/ Contacts Handled in that interval
% Handle Time (%HT)
Percentage of Login Time agent spent handling
contacts.
(Handle Time / Login Time) * 100
Handled (ANS)
Number of Inbound/Outbound contacts that
distinct count of contacts where
were, at one point or another, in contact with the contact_state = ACTIVE and
agent. Also known as Contacts Answered.
contact_state_duration > 0
Held Party Abandons
(HPAS)
Number of contacts that were placed on hold by (derived from agent log detail table an agent and then abandoned the system while HPA's are not logged in the contact
on hold.
log detail table yet - contact_id must
be valid to be counted) distinct
contacts in agent log detail where
agent_state =
HELDPARTYABANDONED
% Held Party Abandon Percentage of contacts that were placed on hold (Held Party Abandons / Held Contacts)
(%HPA)
that then abandoned the system while on hold. * 100
HPA Time (HPAT)
Length of time agent spent in an unavailable
state after a contact was put on hold and then
abandons. User Story: Agent in active
communication with contact. Agent places
contact on hold. Contact abandons the
communication while waiting on hold. Agent is
placed in Unavailable HPA State. Contact ends.
Agent remains in this state until they manually
change it to something else.
time agent spent in agent_state =
HELDPARTYABANDONED
Avg HPA Time (AHPAT) Average length of time an agent spent in the Held 1) Summary Calculation: HPA Time /
Party Abandon State.
Held Party Abandons; 2) Trending
Calculation: HPA Time per Interval /
Held Party Abandons
% HPA Time (%HPAT)
Percentage of Total Unavailable Time that an
agent spent in the Held Party Abandon state.
(HPA Time / Total Unavailable Time) *
100
Hold Time (HLDT)
Length of time contact spent on hold with an
agent.
time contact spent in contact_state =
HOLD
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Pg. 3
% Hold Time (%HLDT)
Percentage of Handle Time contact spent on hold. (Hold Time / Handle Time) * 100
Inbound Time (IBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time that agent spent connected with an Inbound INBOUNDCONTACT
Contact. Includes anything that may happen
during a conversation from hello to goodbye.
Also known as Talk Time for Inbound Contacts.
Only contacts with durations longer than 2
seconds are counted to avoid wrong numbers, or
other premature disconnections.
Avg Inbound Time
(AIBT)
Average length of time Inbound contact spent
with the agent.
% Inbound Time (%IBT) Percentage of Login Time agent spent in Active
Inbound Time State handling Inbound Contacts.
1) Summary Calculation: Inbound
Time / Inbound Contacts; 2)
Trending Calculation: Inbound Time
per Interval / Inbound Contacts in
that interval
(Inbound Time / Login Time) * 100
Login Time (LT)
Length of time agents are logged into the system. time agent spent in agent_state = ALL
(all agent state durations should be
included in Login Time)
Occupancy (OCC)
Percentage of time agents handle contacts vs.
wait for contacts to arrive. Also referred to as
Agent Utilization or Percent Utilization.
Offered (OFR)
Refers to Inbound contacts only. Number of
distinct contacts where (a
contacts offered (i.e. delivered) to the agent
contact_state = ROUTING record
whether they were answered or refused. If the exists and NO contact_state =
agent answers then it becomes a contact
ABANDONED record exists ) and (not
''handled''. If the agent does not answer and the transferred directly to an agent (i.e.
time exceeds the station timeout then it becomes reskillindicator <= 1) and direction =
a ''refused'' contact. If the caller hangs up or
INBOUND
otherwise disconnects then it's an ''abandon''.
Contacts transferred to another agent will NOT
count as an offered contact.
Outbound (OB)
Number of outbound contacts made by an agent distinct contacts where Direction =
or through a script, does not include transferred OUTBOUND and skills.outbound_skill
contacts. This metric can include both handled = TRUE
and non-handled contacts.
Last Modified on 2/21/2012 3:49 PM
(Handle Time / (Handle Time +
Available Time ))* 100
Pg. 4
Outbound Time (OBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time the agent spent handling Outbound
OUTBOUNDCONTACT
Contacts.
Avg Outbound Time
(AOBT)
Average length of time agent spent handling
outbound contacts.
1) Summary Calculation: Outbound
Time / Outbound Contacts; 2)
Trending Calculation: Outbound Time
per Interval / Outbound Contacts in
that interval
% Outbound Time
(%OBT)
Percentage of Login time agents spent handling
outbound contacts.
(Outbound Time/ (Login Time)) * 100
Refused (REF)
Number of contacts offered to the agent but the distinct contacts where
agent never answered or otherwise responded agent_outstate = REFUSED and
to.
contact_id > 0
% Refused (%REF)
Percentage of contacts offered to the agent but
the agent never answered or otherwise
responded to.
Refused Time (REFT)
Length of time the agent spent in a "refused"
time agent spent in agent_state =
state. This is the state the agent is placed in after REFUSED
a contact has been offered to them, but they did
not answer or otherwise respond within the
configured station timeout duration. It is more
accurate to say that the contact simply expired
since the agent did not perform any action to
''refuse'' the contact. Instead, it is a system
prompted state. This state exists to notify the
ACD that the agent is unavailable therefore a
contact will not be routed to them. For example,
an agent is in available state, steps away from
their desk and forgets to set their state
unavailable. A contact is then routed to the
agent. The agent does not respond within the
configured State Timeout duration, therefore a
timeout occurs. The agent is placed in
Unavailable Refused State and the contact is
routed back to the skill queue. The agent remains
in this Refused State until they manually change
their state to something else.
Last Modified on 2/21/2012 3:49 PM
(Refused Contacts / Contacts Offered)
* 100
Pg. 5
Avg Refused Time
(AREFT)
Average Refused Time
1) Summary Calculation: Refused
Time / Contacts Refused ; 2)
Trending Calculation: Refused Time
per Interval / Contacts Refused
% Refused Time
(%REFT)
Percentage of Total Unavailable Time the agent
spent in refused state.
(Refused Time / Total Unavailable
Time) * 100
Speed of Answer (SA)
Time that a Handled Contact spent waiting in the
queue after requesting to speak to an agent until
the call was routed to the agent. Does NOT
include Abandon calls (calls that enter the Active
state, even if the duration in this state = 0, will
never contain an Abandoned state record).
time spent in contact_state_category
= INQUEUE until first contact_state =
ACTIVE (does not include time spent
in the active state) and
contact_state_duration for ACTIVE
state > 0
Avg Speed of Answer
(ASA)
Average time it took for a call to be answered by
an agent from when the caller first selected the
option to speak to an agent. Does NOT include
Abandon calls.
1) Summary Calculation: Speed of
Answer / Contacts Handled ; 2)
Trending Calculation: Speed of
Answer per Interval / Contacts
Handled
Talk Time (TT)
Length of time the contact spent connected with Active Talk Time + Hold Time +
an agent from ''hello'' to ''goodbye''. Includes
Conference Time
anything that may happen during a conversation,
including placing customers on hold to confer
with supervisors or other. May include both
Inbound Time and Outbound Time depending on
report filters.
Avg Talk Time (AVGTT) Average length of time the contact spent talking 1) Summary Calculation: Talk Time /
(including hold and conference) with the agent. Contacts Handled; 2) Trending
Calculation: Talk Time per Interval /
Contacts Handled in that interval
% Talk Time (%TT)
Percentage of Handle Time agent spent in Talk
Time.
(Talk Time / Handle Time) * 100
Unavailable Time or
Length of time agents spent in an unavailable
time spent in agent_state =
Total Unavailable Time state. This includes any unavailable state both UNAVAILABLE or LOGGEDOUT or
(UT)
input and managed by the customer and created LOGGEDIN
and managed by the inContact system (General
Unavailable, non-ACW Unavailable Codes, ACW
Unavailable Codes, and System Unavailable
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Pg. 6
Codes).
% Unavailable Time
(%UT)
Percentage of Login Time agents spent in an
unavailable state.
Working Time (WT)
Length of time an agent was available or actively Available Time + Inbound Time +
handling contacts.
Outbound Time + ACW Time + Consult
Time
Working Rate (%WT)
Percentage of total Login Time the agent was
available or actively handling contacts.
Last Modified on 2/21/2012 3:49 PM
(Unavailable Time / Login Time) * 100
(Working Time / Login Time) * 100
Pg. 7
ACD Contact
Statistics
Displays all contact statistics that may or may not cross-over both skill and agent. In
this report metrics can be viewed by Agent/Team, Skill/Campaign, or Media Type. It
answers questions relating to both skill performance as well as agent performance
such as: 1) What is the Service Level and Abandonment rates for each skill or
campaign? 2) What is the prequeue abandon rate? 3) What is the average handle
time of one skill or campaign as compared to another? The metrics that apply to
agents can be found by skill or team on this report. This report is meant to bridge the
gap that existed in our Pro system where metrics could not be displayed by both
agent/team and skill/campaign.
Metric Name
Description
Abandons (ABN)
Number of contacts that spent time waiting to
distinct contacts where contact_state
speak to an agent and then hung-up or otherwise = ABANDONED while INQUEUE and
exited the system before being offered to an
(direction = INBOUND and
agent. These calls are not resolved in the IVR.
skills.outbound_skill = FALSE)
% Abandons (%ABN)
Percentage of Contacts Queued that abandoned (Abandons / Contacts Queued) * 100
prior to being offered to an agent.
Avg Abandon Time
(AABT)
Average amount of time a caller waits in queue
before abandoning. Metric is only.
Calculation
1) Summary Calculation: Abandon
Time / Contacts Abandoned ; 2)
Trending Calculation: Abandon Time
per Interval / Contacts Abandoned
Abandon Time (ABNT) Length of time contact spent in the queue prior to time contact spent in
abandoning.
contact_state_category = INQUEUE
where contact_state = ABANDONED
and contact_direct = INBOUND and
outbound_skill = FALSE
ACD Contacts (ACDC)
Number of contacts that passed through the ACD distinct contacts where
contact state category.
contact_state_category = AGENT
ACD Time (ACDT)
Total length of time contact spent in the ACD.
time contact spent in
contact_state_category = AGENT
Avg Active Talk Time
(AATT)
Average length of time that contact spent in
active conversation with the primary agent.
1) Summary Calculation: Active Talk
Time / Contacts Handled; 2)
Trending Calculation: Active Talk
Time per Interval / Contacts Handled
in that interval
Last Modified on 2/21/2012 3:49 PM
Pg. 8
Active Talk Time (ATT) Length of time that contact spent in active
time contact spent in contact_state =
conversation with the primary agent. Does not ACTIVE
include Hold Time or Conference Time. (Different
from Talk Time which does include Hold and
Conference Time).
% Active Talk Time
(%ATT)
Percentage of Handle Time agent spent in Active (Active Talk Time / Handle Time) *
Talk Time.
100
Avg ACW Time (AACWT)The average time the contacts spent in the After 1) Summary Calculation: ACW Time /
Contact Work state.
Contacts Handled ; 2) Trending
Calculation: ACW Time per Interval /
Contacts Handled in that interval
ACW Time (ACWT)
The length of time the agent spent on work that (derived from agent log detail table
is necessitated by and immediately follows a
and outstates table) time agent spent
call/contact (After Contact Work). More
in outstate where isACW = TRUE and
specifically, this time includes agent time spent in IsSystemOutstate = FALSE
any Unavailable Code within inContact Central
that relates to After Contact Work. This metric is
reported on by agent/team/location and
campaign/skill/media.
% ACW Time (%ACWTC) ACW Time may be viewed from either the Agent 2 possible calculations exist for % of
State perspective or the Contact State
ACW Time. When displayed for Skill,
perspective. From the Contact State perspective Campaign or Media it is: (ACW Time /
it is the percentage of Total Contact Time that the Contact Time) * 100. When displayed
contact spent in ACW state. From the Agent
for Agent, Team or Location it is:
State perspective it is the percentage of Login
(ACW Time / Login Time) * 100
Time that agents spent in ACW state.
Available Time (AVT)
Length of time agents spend waiting for contacts time agent spent in agent_state =
to arrive.
AVAILABLE
Callback Requests (CBR) Number of contacts that entered the queue and distinct contacts where contact_state
then requested a callback instead of waiting for = CALLBACK
an agent to become available.
% Callback Requests
(%CBR)
Percentage of Contacts Queued that requested a (Callback Requests / Contacts
callback.
Queued) * 100
Callback Time (CBT)
Length of time contact spent waiting for the
inContact system to call back, after the caller
Last Modified on 2/21/2012 3:49 PM
time spent in contact_state =
CALLBACK
Pg. 9
requested a callback.
Conferenced (CNFD)
Number of contacts that were placed in
conference.
distinct count of contacts where
contact_state = CONFERENCE
% Conferenced (%CNF) Percentage of handled contacts that were placed (Conferenced / Contacts Handled) *
in conference.
100
Conference Time (CNFT)Length of time agent spent in conference with
another agent and the caller.
time contact spent in contact_state =
CONFERENCE
Avg Conference Time
(ACNFT)
Average length of time contact spent in
conference state.
Conference Time / Contacts Handled
% Conference Time
(%CNFT)
Percentage of Handle Time agent spent in
Conference with another agent and a Contact.
(Conference Time / Handle Time) *
100
Handle Time (HT)
Length of time contact was actively handled by an Talk Time + ACW Time
agent.
Avg Handle Time (AHT) Average length of time an agent spent handling a 1) Summary Calculation: Handle Time
contact.
/ Contacts Handled ; 2) Trending
Calculation: Handle Time per Interval
/ Contacts Handled in that interval
% Handle Time (%HT)
Percentage of Login Time agent spent handling
contacts.
Handled (ANS)
Number of Inbound/Outbound contacts that
distinct count of contacts where
were, at one point or another, in contact with the contact_state = ACTIVE and
agent. Also known as Contacts Answered.
contact_state_duration > 0
% Handled (%ANS)
(Synonymous with % Contacts Answered.)
(Contacts Handled / Contacts
Percentage of contacts queued that were actually Queued) * 100
handled.
Held Party Abandons
(HPAS)
Number of contacts that were placed on hold by (derived from agent log detail table an agent and then abandoned the system while HPA's are not logged in the contact
on hold.
log detail table yet - contact_id must
be valid to be counted) distinct
contacts in agent log detail where
agent_state =
HELDPARTYABANDONED
Last Modified on 2/21/2012 3:49 PM
(Handle Time / Login Time) * 100
Pg. 10
% Held Party Abandon Percentage of contacts that were placed on hold (Held Party Abandons / Held Contacts)
(%HPA)
that then abandoned the system while on hold. * 100
Held (HLD)
Number of contacts placed on hold.
% Held (%HLD)
Percentage of handled contacts that were placed (Held Contacts / Contacts Handled) *
on hold.
100
Hold Time (HLDT)
Length of time contact spent on hold with an
agent.
Avg Hold Time (AHLDT) Average time callers spent on hold with agents.
distinct contacts where contact_state
= HOLD
time contact spent in contact_state =
HOLD
1) Summary Calculation: Hold Time /
Held Contacts ; 2) Trending
Calculation: Hold Time per Interval /
Held Contacts in that interval
% Hold Time (%HLDT)
Percentage of Handle Time contact spent on hold. (Hold Time / Handle Time) * 100
In_SLA (INSLA)
Number of contacts that were handled within the The In_SLA metric depends on the
defined Service Level objective.
Skill Configuration of Service Level
(may or may not include abandons).
See the Service Level description
found in the Online Documentation
for complete Details.
% In_SLA (%INSLA)
Percentage of Contacts Queued that were
handled within the defined Service Level
objective.
Inbound (IB)
Number of VALID contacts entering the inContact distinct contacts where
Network (i.e. IVR/Prequeue State). Contacts must total_contact_duration >= 2seconds
spend at least 2 seconds within the inContact
and Direction=INBOUND and
system to be counted as a valid contact.
reskillIndicator = 0 (currently the
Otherwise, it is considered a ''wrong number''. condition to check the
total_contact_duration >= 2 seconds
has been removed due to technical
difficulties - this means that Inbound
is identical to Incoming - this is
expected to be corrected in 11.3)
% Inbound (%IB)
Percentage of Total Contacts that were Inbound. (Inbound Contacts / (Inbound
Contacts + Outbound Contacts)) * 100
Last Modified on 2/21/2012 3:49 PM
(Contacts In_SLA / Contacts Queued
within Skill) * 100
Pg. 11
Incoming (INC)
Total number of contacts that entered the
incontact system. Previously known as Offered
and sometimes Offered or ACD Contacts.
Number of distinct contacts where
Inbound = TRUE and reskillIndicator =
0
Inqueue Time (IQT)
Length of time contact spent in the queue waiting time contact spent in
for an agent starting when the contact entered contact_state_category = INQUEUE
the queue until the contact was answered by the
agent.
Avg Inqueue Time
(AIQT)
Average length of time queued contacts spent in 1) Summary Calculation: Inqueue
Inqueue Time.
Time / Contacts Queued ; 2)
Trending Calculation: Inqueue Time
per Interval / Contacts Queued
% Inqueue Time (%IQT) Percentage of Total Contact Time contact spent in (Inqueue Time / Contact Time) * 100
the queue waiting for an agent to become
available.
Login Time (LT)
Length of time agents are logged into the system. time agent spent in agent_state = ALL
(all agent state durations should be
included in Login Time)
Longest Contact Time
(LCT)
The longest time that a contact spent in the
system, over a given period of time.
Longest Delay (LDL)
The longest amount of time a caller has waited in max contact time where
the queue before abandoning, or being put
contact_state_category = INQUEUE
through to an agent. Also known as Longest Time
to Answer and Max Delay.
Occupancy (OCC)
Percentage of time agents handle contacts vs.
wait for contacts to arrive. Also referred to as
Agent Utilization or Percent Utilization.
Last Modified on 2/21/2012 3:49 PM
the ''Total Contact Time'' of the single
contact that spent the most amount
of time in the system
(Handle Time / (Handle Time +
Available Time ))* 100
Pg. 12
Offered (OFR)
Refers to Inbound contacts only. Number of
distinct contacts where (a
contacts offered (i.e. delivered) to the agent
contact_state = ROUTING record
whether they were answered or refused. If the exists and NO contact_state =
agent answers then it becomes a contact
ABANDONED record exists ) and (not
''handled''. If the agent does not answer and the transferred directly to an agent (i.e.
time exceeds the station timeout then it becomes reskillindicator <= 1) and direction =
a ''refused'' contact. If the caller hangs up or
INBOUND
otherwise disconnects then it's an ''abandon''.
Contacts transferred to another agent will NOT
count as an offered contact.
% Offered (%OFR)
Percentage of contacts queued that were
Offered to an agent.
(Contacts Offered / Contacts Queued)
* 100
Other Abandons (OABA) Number of contacts that spent time in the agent Abandons - Short Abandons
queue and then hung-up or otherwise exited the
system before being offered to an agent AFTER
the short abandon interval. It is the difference
between Abandons (i.e. total abandons) and
Short Abandons.
Out_SLA (OSLA)
Number of contacts that were NOT handled
within the defined Service Level objective
(Abandons taken into account based on Skill
Configuration).
% Out_SLA (%OSLA)
Percentage of Contacts Queued that did not meet (Contacts Out_SLA / Contacts
the Service Level.
Queued) * 100
Outbound (OB)
Number of outbound contacts made by an agent distinct contacts where Direction =
or through a script, does not include transferred OUTBOUND and skills.outbound_skill
contacts. This metric can include both handled = TRUE
and non-handled contacts.
% Outbound (%OB)
Percentage of Total Contacts that were outbound (Outbound Contacts / (Inbound
and handled.
Contacts + Outbound Contacts)) * 100
Last Modified on 2/21/2012 3:49 PM
The Out_SLA metric depends on the
Skill Configuration of Service Level
(may or may not include abandons).
See the Service Level description
found in the Online Documentation
for complete Details.
Pg. 13
Postqueue Time (PQT) Time after an agent has left a call but before the time contact spent in
caller hangs up. This time is accrued only if the contact_state_category = POSTQUEUE
script performs an UNLINK. This disassociates the
agent from the call and lets the call return to an
IVR state. It is possible to do another ReqAgent
and talk to a second agent, or to be transferred to
an outside number, among other things. This can
be used to offer callers a post call survey.
Avg Postqueue Time
(APQT)
Average length of time Contact spent in
postqueue state.
1) Summary Calculation: Postqueue
Time / Contacts Queued ; 2)
Trending Calculation: Postqueue
Time per Interval / Contacts Queued
% Postqueue Time
(%PQT)
Percentage of Total Contact Time spent in
postqueue state.
(Postqueue Time / Contact Time) *
100
Prequeue Abandons
(PQA)
Number of contacts that exited the system while prequeue_time >= 2 sec and
in the IVR or Prequeue state. Contacts must
inqueue_time = 0 and agent_time = 0
spend at least 2 seconds within inContact to be and postqueue_time = 0
counted.
% Prequeue Abandon
(%PQA)
Percentage of Inbound Contacts that exited the (Prequeue Abandons / Inbound
system while in the IVR or Prequeue state. Please Contacts) * 100
note: Although every contact enters inContact
via the IVR/Prequeue on a default skill, the skill is
not truly applied until the customer has
exhausted their options in the IVR and decides to
speak with an agent. At this time the true skill is
applied to the contact. For this reason, the
Prequeue abandon rate is not linked to a skill.
Prequeue Time (PRQT) Total amount of time a contact spent in the IVR or time contact spent in
Prequeue State
contact_state_category = PREQUEUE
Avg Prequeue Time
(APRQT)
Average length of time contact spent in the IVR or 1) Summary Calculation: Prequeue
Prequeue state.
Time / Incoming Contacts ; 2)
Trending Calculation: Prequeue Time
per Interval / Incoming Contacts
% Prequeue Time
(%PRQT)
Percentage of Total Contact Time contacts spent (Prequeue Time / Contact Time) * 100
in the IVR or Prequeue state.
Last Modified on 2/21/2012 3:49 PM
Pg. 14
Queued (QUE)
Number of inbound contacts placed in queue
regardless of the amount of time spent in the
agent queue. This includes those contacts that
spent time in the queue and those immediately
routed to an available agent. This includes
contacts transferred to a skill and agent as
distinct contacts (transfers followed by consult
are not counted).
distinct contacts where
contact_state_category = INQUEUE
and Direction = INBOUND and
reskillIndicator <= 2
% Queued (%QUE)
Percentage of Inbound Contacts that left the IVR
to be placed in queue, regardless of the amount
of time spent in the queue. This does not include
any transfers as distinct contacts.
( distinct contacts where
contact_state_category = INQUEUE
and Direction = INBOUND and
reskillindicator = 0 / Inbound
Contacts) * 100
Refused (REF)
Number of contacts offered to the agent but the distinct contacts where
agent never answered or otherwise responded agent_outstate = REFUSED and
to.
contact_id > 0
% Refused (%REF)
Percentage of contacts offered to the agent but
the agent never answered or otherwise
responded to.
Release Time (RELT)
Length of time a script spends executing in an On sum of all contact state times where
Release event. At this point the Contact and
contact_state_category = RELEASE
Agent have disconnected but the script that is
processing that contact continues to run due to
subsequent script actions.
Routing Time (RTT)
Length of time contact spent being routed to an time contact spent in contact_state =
agent after entering the queue.
ROUTING
Service Level (SL)
Percentage of contacts offered to an agent within The Service Level metric depends on
the defined ''Service Level Threshold'' while
the Skill Configuration of Service Level
taking Abandonment Impact into account.
(may or may not include abandons).
Service Level Threshold and Abandonment
See the Service Level description
impacts are specified in the Skill Configuration
found in the Online Documentation
within inContact Central.
for complete Details.
Avg Short Abandon
Time (ASABT)
Average amount of time a caller took to short
abandon.
Last Modified on 2/21/2012 3:49 PM
(Refused Contacts / Contacts Offered)
* 100
1) Summary Calculation: Short
Abandon Time / Short Abandons; 2)
Trending Calculation: Short Abandon
Time / Short Abandons
Pg. 15
Short Abandons (SABN) Number of contacts that spent time in the agent
queue and then hung-up or otherwise exited the
system before being offered to an agent within
the short abandon interval.
Short Abandons may or may not be
configured. It depends on Skill
Configuration of Service Level. See
the Service Level description found in
the Online Documentation for
complete Details. If not configured
then this value will always be 0 for the
skill.
% Short Abandons
(%SABN)
Percentage of Contacts Queued that abandoned (Short Abandons / Queued Contacts)
within the configured Short Abandon time frame * 100
as found in the Skill.
Spawned (SPN)
Number of contacts spawned within an incontact distinct contacts where contact_state
script.
= SPAWNED
Speed of Answer (SA)
Time that a Handled Contact spent waiting in the
queue after requesting to speak to an agent until
the call was routed to the agent. Does NOT
include Abandon calls (calls that enter the Active
state, even if the duration in this state = 0, will
never contain an Abandoned state record).
time spent in contact_state_category
= INQUEUE until first contact_state =
ACTIVE (does not include time spent
in the active state) and
contact_state_duration for ACTIVE
state > 0
Avg Speed of Answer
(ASA)
Average time it took for a call to be answered by
an agent from when the caller first selected the
option to speak to an agent. Does NOT include
Abandon calls.
1) Summary Calculation: Speed of
Answer / Contacts Handled ; 2)
Trending Calculation: Speed of
Answer per Interval / Contacts
Handled
Talk Time (TT)
Length of time the contact spent connected with Active Talk Time + Hold Time +
an agent from ''hello'' to ''goodbye''. Includes
Conference Time
anything that may happen during a conversation,
including placing customers on hold to confer
with supervisors or other. May include both
Inbound Time and Outbound Time depending on
report filters.
Avg Talk Time (AVGTT) Average length of time the contact spent talking 1) Summary Calculation: Talk Time /
(including hold and conference) with the agent. Contacts Handled; 2) Trending
Calculation: Talk Time per Interval /
Contacts Handled in that interval
% Talk Time (%TT)
Percentage of Handle Time agent spent in Talk
Last Modified on 2/21/2012 3:49 PM
(Talk Time / Handle Time) * 100
Pg. 16
Time.
Total Contact Time
(TCT)
Length of time a contact spent within the
inContact system from prequeue through end
contact. Contact time does NOT include ACW
time. It is strictly the amount of time the caller is
engaged with the inContact system.
sum of all contact_state_category
time (prequeue_time + inqueue_time
+ agent_time + postqueue_time +
release_time)
Avg Total Contact Time Average length of time "Inbound" contacts spend
(ATCT)
in the inContact System. Only includes contacts
that have spent at least 2 seconds within the
inContact system.
1) Summary Calculation: Total
Contact Time / Total Number of
Distinct Contacts where
TotalContactDuration > 2 sec ; 2)
Trending Calculation: Total Contact
Time per interval / Total Number of
Distinct Contacts where
TotalContactDuration > 2 sec in that
interval
Transferred (TFRC)
Number of contacts that were transferred
through any of the following methods: to an
outside number, to another agent, consult
followed by Transfer, or to a skill queue.
distinct contacts where contact_state
= TRANSFER
% Transferred (%TFR)
Percentage of Contacts Handled that were rerouted from the original agent.
(Transferred Contacts / Contacts
Handled * 100
Last Modified on 2/21/2012 3:49 PM
Pg. 17
ACD Contact
States
Displays the details of a contact including all agents that handled the contact,
transfers, disposition, and the different states that the contact passed through
(contact life). It will answer questions relating to a specific contact such as: 1) Did this
contact get transferred and to whom or what was it transferred; an outside number,
another skill, or another agent? 2) What are the specifics of this contact; who handled
it, did it abandon, or did it meet the service level?
Metric Name
Description
Calculation
Conferences (CNF)
Number of times a contact was placed in
conference.
for each contact, the number of
records where contact_state =
CONFERENCE
Holds (HLDS)
Number of times a contact was placed on hold
during a conversation.
for each contact, the number of
records where contact_state = HOLD
Refusals (RFS)
Number of times the same contact was refused. count agent log detail records where
agent_outstate = REFUSED for the
same contact id
Routed (RTD)
Number of times a contact was routed. Normally for each contact, count contact log
relates to Refusals.
detail records where contact_state =
ROUTING
Transfers (XFER)
Number of times a contact was re-routed from for each master_contact_id and it's
the handling agent. This includes all types of
child contacts count the number of
transfers that exist within inContact including: 1) contact_state = TRANSFER records
transfer to an outside number; 2) transfer to a
different skill (reskill); 3) transfer to a different
agent (reagent).
Last Modified on 2/21/2012 3:49 PM
Pg. 18
ACD - Agent
States
Displays statistics on how long agents spent in each possible agent state that exists in
the inContact Agent Application. This includes a breakdown of all Unavailable time
including General Unavailable time, NON-ACW and ACW unavailable time, and System
generated unavailable time. This report answers the following questions: 1) Are the
agents in adherence with their WFM schedule? 2) Are the Agents in compliance with
their WFM schedule? 3) Where are the agents spending the majority of their time?
Metric Name
Description
ACW Time (ACWT)
The length of time the agent spent on work that (derived from agent log detail table
is necessitated by and immediately follows a
and outstates table) time agent spent
call/contact (After Contact Work). More
in outstate where isACW = TRUE and
specifically, this time includes agent time spent in IsSystemOutstate = FALSE
any Unavailable Code within inContact Central
that relates to After Contact Work. This metric is
reported on by agent/team/location and
campaign/skill/media.
Available Time (AVT)
Length of time agents spend waiting for contacts time agent spent in agent_state =
to arrive.
AVAILABLE
Consult Time (CON)
Length of time agent spent in communication
time agent spent in agent_state =
with another agent or supervisor. Through the INBOUNDCONSULT or
inContact Agent application it is triggered by an OUTBOUNDCONSULT
explicit ''consult'' action. Currently, in inContact,
a consult can occur between 2 agents without
being directly tied to a contact. For this reason,
at this time, a consult state does not exist for a
specific contact.
Dialer Time (DLR)
Length of time agent spent in the Dialer waiting
for Outbound Calls to arrive. This metric only
applies to customers that have purchased the
inContact Dialer.
Last Modified on 2/21/2012 3:49 PM
Calculation
time agent spent in agent_state =
DIALER and outstate_code = 0
Pg. 19
HPA Time (HPAT)
Length of time agent spent in an unavailable
state after a contact was put on hold and then
abandons. User Story: Agent in active
communication with contact. Agent places
contact on hold. Contact abandons the
communication while waiting on hold. Agent is
placed in Unavailable HPA State. Contact ends.
Agent remains in this state until they manually
change it to something else.
Inbound Time (IBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time that agent spent connected with an Inbound INBOUNDCONTACT
Contact. Includes anything that may happen
during a conversation from hello to goodbye.
Also known as Talk Time for Inbound Contacts.
Only contacts with durations longer than 2
seconds are counted to avoid wrong numbers, or
other premature disconnections.
Login Time (LT)
Length of time agents are logged into the system. time agent spent in agent_state = ALL
(all agent state durations should be
included in Login Time)
Outbound Time (OBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time the agent spent handling Outbound
OUTBOUNDCONTACT
Contacts.
Last Modified on 2/21/2012 3:49 PM
time agent spent in agent_state =
HELDPARTYABANDONED
Pg. 20
Refused Time (REFT)
Length of time the agent spent in a "refused"
time agent spent in agent_state =
state. This is the state the agent is placed in after REFUSED
a contact has been offered to them, but they did
not answer or otherwise respond within the
configured station timeout duration. It is more
accurate to say that the contact simply expired
since the agent did not perform any action to
''refuse'' the contact. Instead, it is a system
prompted state. This state exists to notify the
ACD that the agent is unavailable therefore a
contact will not be routed to them. For example,
an agent is in available state, steps away from
their desk and forgets to set their state
unavailable. A contact is then routed to the
agent. The agent does not respond within the
configured State Timeout duration, therefore a
timeout occurs. The agent is placed in
Unavailable Refused State and the contact is
routed back to the skill queue. The agent remains
in this Refused State until they manually change
their state to something else.
Unavailable Codes
(UCDT)
Length of time an agent spent in a non-ACW
outstate_code = (dbo.base_outstates
Unavailable Code state. This time consists of the where isACW = FALSE and
collection of agent states defined by an
IsSystemOutstate = FALSE)
Unavailable Code within inContact Central that
does NOT relate to After Call Work. These
unavailable states are input and managed by the
contact center and will notify the ACD that the
agent is unavailable therefore a contact will not
be routed to them.
Last Modified on 2/21/2012 3:49 PM
Pg. 21
System Pending (aka.
System Unavailable
Codes (SPT)
Length of time an agent spent waiting for a
(agent_state = LOGGEDOUT or
system action to complete. This time consists of LOGGEDIN) or (outstate_code =
the collection of Unavailable Codes generated
(dbo.base_outstates where
and managed by the inContact system. These
IsSystemOutstate = TRUE and
states exist to track the time where the agent is (outstate_code not in (REFUSED,
waiting for the system to complete an action such HELDPARTYABANDON))))
as logging in the agent or waiting for a contact to
arrive. Specifically, this category includes:
LoggedIn, LoggedOut, DialerLoggedOut,
PromisePending, CallbackPending,
TransferPending, DialerPending, ConsultPending,
OutboundPending, InboundPending.
General Unavailable
Time (GUT)
Length of time an agent spent in the
agent_state = UNAVAILABLE and
"Unavailable" state found in the Agent
outstate_code = 0
application. This is a general unavailable state
that exists to notify the ACD that the agent is
unavailable therefore a contact will not be routed
to them.
Last Modified on 2/21/2012 3:49 PM
Pg. 22
IVR –
IVR Statistics
The IVR report presents a high-level overview of how customers are navigating an IVR
menu system. The report captures the results of specific customer-facing Studio
actions that support branches, including CheckOpen, Menu, Case, If, ASRMenu and
ASRYesNo. It also captures some non-branching actions like Begin, Reqagent and
IVRLog. It summarizes the results to display a count and result for each action. This
report answers questions like: What percentage of calls are after hours? What
percentage of callers are taking which branch of a menu? What percentage of callers
are requesting an agent?
Data Point
Description
Action
The name of the Studio action that is being
logged.
Label
The Caption that is set on the Studio action. For
example, if two MENU actions exist in a single
script, then they must contain separate captions
to be distinguished.
Result
The branch that was taken by the contact for a
specific action, or the result that was specified
(IVRLog). For example, if an ASRMENU action had
the options “Press or say 1 for English, Press or
say 2 for Spanish” then the result would be “1”
and “2”.
Metric Name
Description
Selection Count
The total number of times this action or branch Count of Branch Results
was selected by contacts during the specified
time interval. Depending on the layout of the IVR,
it is possible that a single contact could repeat
and action and branch multiple times. The total
number is display for the action, then the count
of each branch. For example, if an ASRMENU
action had the options “Press or say 1 for English,
Press or say 2 for Spanish” then the result would
be “1” and “2”. After 10 calls, the count for the
action would display “10” and the count of each
branch - “4” and “6”.
Last Modified on 2/21/2012 3:49 PM
Calculation
Pg. 23
% Selection
The percentage of the total count that this branch (Selection Count / Total of all Branch
was selected time by contacts during the
Results) * 100
specified time interval. Depending on the layout
of the IVR, it is possible that a single contact could
take a branch multiple times, but the percentage
is always calculated from the total count of the
actions. For example, if an ASRMENU action had
the options “Press or say 1 for English, Press or
say 2 for Spanish” then the result would be “1”
and “2”. After 10 calls, the percentage for the
action would display “100%”, and the percentage
of the results - “40%” and “60%”.
Last Modified on 2/21/2012 3:49 PM
Pg. 24
Interval Contact
Statistics
Displays only those contact statistics that cross over both skill and agent. These
metrics are aggregated (or rolled up) by 2 user-selected dimensions and 2 userselected intervals. Dimensions include: Location, Team, Agent, Media, Campaign,
Skill, and POC. Intervals include: Month, Week, Day, Hour, Half Hour, and Quarter
Hour. The report allows supervisors and managers to answer questions such as: How
has the Average Handle Time changed for each skill over the past month by day?
Have they improved or worsened?
Metric Name
Description
Calculation
Queued (QUE)
Number of inbound contacts placed in queue
regardless of the amount of time spent in the
agent queue. This includes those contacts that
spent time in the queue and those immediately
routed to an available agent. This includes
contacts transferred to a skill and agent as
distinct contacts (transfers followed by consult
are not counted).
distinct contacts where
contact_state_category = INQUEUE
and Direction = INBOUND and
reskillIndicator <= 2
Abandons (ABN)
Number of contacts that spent time waiting to
distinct contacts where contact_state
speak to an agent and then hung-up or otherwise = ABANDONED and (direction =
exited the system before being offered to an
INBOUND and skills.outbound_skill =
agent. These calls are not resolved in the IVR.
FALSE)
Offered (OFR)
Refers to Inbound contacts only. Number of
distinct contacts where (a
contacts offered (i.e. delivered) to the agent
contact_state = ROUTING record
whether they were answered or refused. If the exists) and (not transferred directly to
agent answers then it becomes a contact
an agent (i.e. reskillindicator <= 1))
''handled''. If the agent does not answer and the and direction = INBOUND
time exceeds the station timeout then it becomes
a ''refused'' contact. If the caller hangs up or
otherwise disconnects then it's an ''abandon''.
Contacts that abandon after an agent refusal are
still counted as both a contact offered and a
contact abandon. Contacts transferred to
another agent will NOT count as an offered
contact.
Refused (REF)
Number of contacts offered to the agent but the distinct contacts where
agent never answered or otherwise responded contact_state=REFUSED
to.
Last Modified on 2/21/2012 3:49 PM
Pg. 25
Outbound (OB)
Number of outbound contacts made by an agent
or through a script, does not include transferred
contacts. This metric can include both handled
and non-handled contacts.
Depends on report. Agent Statistics
Report: distinct contacts where
Direction = OUTBOUND and
skills.outbound_skill = TRUE and
contact_state_category = AGENT;
Contact Statistics Report: distinct
contacts where Direction =
OUTBOUND and skills.outbound_skill
= TRUE
Handled (ANS)
Number of Inbound/Outbound contacts that
distinct count of contacts where
were, at one point or another, in contact with the contact_state = ACTIVE and
agent. Also known as Contacts Answered.
contact_state_duration > 0
% Handled (%ANS)
(Synonymous with % Contacts Answered.)
Percentage of queued and outbound contacts
queued that were actually handled.
Handle Time (HT)
Length of time contact was actively handled by an Talk Time + ACW Time (where Talk
agent.
Time = Active Talk Time + Hold Time +
Conference Time)
(Handled/(Queued+Outbound)) * 100
Avg Handle Time (AHT) Average length of time an agent spent handling a 1) Summary Calculation: Handle Time
contact.
/ Contacts Handled ; 2) Trending
Calculation: Handle Time per Interval
/ Contacts Handled in that interval
Inbound Handled (IBHD)Number of Inbound contacts handled by an
agent.
distinct contacts where direction =
INBOUND and contact_state = 4
Outbound Handled
(OBHD)
Number of Outbound contacts handled by an
agent.
distinct contacts where direction =
OUTBOUND and contact_state = 4
Inbound Handle Time
(IBHT)
Length of time Inbound contact was actively
handled by an agent.
Handle Time for Inbound Contacts
Only (contact direction = INBOUND)
Outbound Handle Time Length of time Outbound contact was actively
(OBHT)
handled by an agent.
Last Modified on 2/21/2012 3:49 PM
Handle Time for Outbound Contacts
Only (contact direction = OUTBOUND)
Pg. 26
Inbound AHT (IBAHT)
Average Handle Time for all Inbound contacts
handled by an agent.
Outbound AHT (OBAHT) Average Handle Time for all Outbound contacts
handled by an agent.
1) Summary Calculation: Handle Time
for Inbound Contacts / Inbound
Handled ; 2) Trending Calculation:
Handle Time for Inbound Contacts per
Interval / Inbound Handled in that
interval
1) Summary Calculation: Handle Time
for Outbound Contacts / Outbound
Handled ; 2) Trending Calculation:
Handle Time for Outbound Contacts
per Interval / Outbound Handled in
that interval
Active Talk Time (ATT) Length of time that contact spent in active
time contact spent in contact_state =
conversation with the primary agent. Does not ACTIVE
include Hold Time or Conference Time. (Different
from Talk Time which does include Hold and
Conference Time).
Avg Active Talk Time
(AATT)
Average length of time that contact spent in
active conversation with the primary agent.
1) Summary Calculation: Active Talk
Time / Contacts Handled; 2)
Trending Calculation: Active Talk
Time per Interval / Contacts Handled
in that interval
Held (HLD)
Number of contacts placed on hold.
distinct contacts where contact_state
= HOLD
% Held (%HLD)
Percentage of handled contacts that were placed (Held Contacts / Contacts Handled) *
on hold.
100
Hold Time (HLDT)
Length of time contact spent on hold with an
agent.
time contact spent in contact_state =
HOLD
Avg Hold Time (AHLDT) Average time callers spent on hold with agents.
1) Summary Calculation: Hold Time /
Held Contacts ; 2) Trending
Calculation: Hold Time per Interval /
Held Contacts in that interval
Conferenced (CNFD)
distinct count of contacts where
contact_state = CONFERENCE
Number of contacts that were placed in
conference.
Last Modified on 2/21/2012 3:49 PM
Pg. 27
% Conferenced (%CNF) Percentage of handled contacts that were placed (Conferenced / Contacts Handled) *
in conference.
100
Conference Time (CNFT)Length of time agent spent in conference with
another agent and the caller.
time contact spent in contact_state =
CONFERENCE
Avg Conference Time
(ACNFT)
Average length of time contact spent in
conference state.
Conference Time / Contacts Handled
Talk Time (TT)
Length of time the contact spent connected with Active Talk Time + Hold Time +
an agent from ''hello'' to ''goodbye''. Includes
Conference Time
anything that may happen during a conversation,
including placing customers on hold to confer
with supervisors or other. May include both
Inbound Time and Outbound Time depending on
report filters.
Avg Talk Time (AVGTT) Average length of time the contact spent talking 1) Summary Calculation: Talk Time /
(including hold and conference) with the agent. Contacts Handled; 2) Trending
Calculation: Talk Time per Interval /
Contacts Handled in that interval
ACW Contacts (ACWC) Number of contacts actively in After Contact
Work.
ACW Time (ACWT)
distinct contacts where agent
outstate.isACW = TRUE and
outstate.IsSystemOutstate = FALSE
The length of time the agent spent on work that (derived from agent log detail table
is necessitated by and immediately follows a
and outstates table) time agent spent
call/contact (After Contact Work). More
in outstate where isACW = TRUE and
specifically, this time includes agent time spent in IsSystemOutstate = FALSE
any Unavailable Code within inContact Central
that relates to After Contact Work. This metric is
reported on by agent/team/location and
campaign/skill/media.
Avg ACW Time (AACWT)The average time the contacts spent in the After 1) Summary Calculation: ACW Time /
Contact Work state.
Contacts Handled ; 2) Trending
Calculation: ACW Time per Interval /
Contacts Handled in that interval
Transferred (TFRC)
Number of contacts that were transferred
through any of the following methods: to an
outside number, to another agent, consult
Last Modified on 2/21/2012 3:49 PM
distinct contacts where contact_state
= TRANSFER
Pg. 28
followed by Transfer, or to a skill queue.
% Transferred (%TFR)
Percentage of Contacts Handled that were rerouted from the original agent.
(Transferred Contacts / Contacts
Handled * 100
Skill Transfers (STRX)
Number of contacts that were transferred to a
skill.
distinct contacts where
reskillIndicator = SKILL_TRANSFER (1)
Agent Transfers (ATRX) Number of contacts that were transferred to an distinct contacts where
agent. The transfer occurred without the agent reskillIndicator = AGENT_TRANSFER
using the "consult" option within the inContact (2)
Agent application. This does not necessarily
mean that a cold transfer occurred since the
agent could have put the caller on hold, made an
outbound call to the second agent, and then
transferred the call to said agent.
Consult Transfers
(CTRX)
Number of contacts that were transferred to an distinct contacts where
agent after consulting with said agent (i.e. warm reskillIndicator = CONSULT_TRANSFER
transfer or "consult followed by transfer").
(3)
Last Modified on 2/21/2012 3:49 PM
Pg. 29
Interval Inqueue
Statistics
Displays all metrics that relate to the Inqueue State as defined by inContact. These
are metrics related to the queue where contacts wait to be helped by an agent. This is
an interval and trending report which allows the supervisor to view the service level
and related metrics by a particular interval and dimension over a period of time.
Metric Name
Description
Calculation
Queued (QUE)
Number of inbound contacts placed in queue
regardless of the amount of time spent in the
agent queue. This includes those contacts that
spent time in the queue and those immediately
routed to an available agent. This includes
contacts transferred to a skill and agent as
distinct contacts (transfers followed by consult
are not counted).
distinct contacts where
contact_state_category = INQUEUE
and Direction = INBOUND and
reskillIndicator <= 2
Inqueue Time (IQT)
Length of time contact spent in the queue waiting time contact spent in
for an agent starting when the contact entered contact_state_category = INQUEUE
the queue until the contact was answered by the and Direction = INBOUND
agent.
% Inqueue Time (%IQT) Percentage of Total Contact Time contact spent in (Inqueue Time / Contact Time) * 100
the queue waiting for an agent to become
available.
Avg Inqueue Time
(AIQT)
Average length of time queued contacts spent in 1) Summary Calculation: Inqueue
Inqueue Time.
Time / Contacts Queued ; 2)
Trending Calculation: Inqueue Time
per Interval / Contacts Queued
Abandons (ABN)
Number of contacts that spent time waiting to
distinct contacts where contact_state
speak to an agent and then hung-up or otherwise = ABANDONED and (direction =
exited the system before being offered to an
INBOUND and skills.outbound_skill =
agent. These calls are not resolved in the IVR.
FALSE)
% Abandons (%ABN)
Percentage of Contacts Queued that abandoned (Abandons / Contacts Queued) * 100
prior to being offered to an agent.
Last Modified on 2/21/2012 3:49 PM
Pg. 30
Abandon Time (ABNT) Length of time the contact spent in the queue
prior to abandoning. In interval reports, there
may exist abandon_time in the same interval
where the abandon count = 0. This may happen
when inqueue_time for an abandoned contact
exists in the interval prior to when the abandon
actually occurred. In these cases simply expand
the interval period to a larger time frame to see
all abandon time. This method of reporting also
serves as a form of trail for what is happening
with abandoned contacts where the inqueue
times cross interval boundaries.
time contact spent in
contact_state_category = INQUEUE
where contact_state = ABANDONED
and contact_direct = INBOUND and
outbound_skill = FALSE
Avg Abandon Time
(AABT)
1) Summary Calculation: Abandon
Time / Contacts Abandoned ; 2)
Trending Calculation: Abandon Time
per Interval / Contacts Abandoned
Average amount of time a caller waits in queue
before abandoning. Metric is only.
Callback Requests (CBR) Number of contacts that entered the queue and distinct contacts where contact_state
then requested a callback instead of waiting for = CALLBACK
an agent to become available.
% Callback Requests
(%CBR)
Percentage of Contacts Queued that requested a (Callback Requests / Contacts
callback.
Queued) * 100
Offered (OFR)
Refers to Inbound contacts only. Number of
distinct contacts where (a
contacts offered (i.e. delivered) to the agent
contact_state = ROUTING record
whether they were answered or refused. If the exists) and (not transferred directly to
agent answers then it becomes a contact
an agent (i.e. reskillindicator <= 1))
''handled''. If the agent does not answer and the and direction = INBOUND
time exceeds the station timeout then it becomes
a ''refused'' contact. If the caller hangs up or
otherwise disconnects then it's an ''abandon''.
Contacts that abandon after an agent refusal are
still counted as both a contact offered and a
contact abandon. Contacts transferred to
another agent will NOT count as an offered
contact.
Refused (REF)
Number of contacts offered to the agent but the distinct contacts where
agent never answered or otherwise responded contact_state=REFUSED
to.
Last Modified on 2/21/2012 3:49 PM
Pg. 31
% Refused (%REF)
Percentage of contacts offered to the agent but
the agent never answered or otherwise
responded to.
Last Modified on 2/21/2012 3:49 PM
(Refused Contacts / Contacts Offered)
* 100
Pg. 32
Interval Agent States
Displays 2 tabular tables one containing Agent State statistics as defined by inContact
and the 2nd containing custom Unavailable States as defined by the Supervisor or
Manager at the Contact Center. This is an interval and trending report which allows
the supervisor to view agent state metrics by a particular interval and dimension over
a period of time.
Metric Name
Description
Calculation
# of Logins (LOG)
Number of agents logged into inContact.
distinct count of agents logged in
Login Time (LT)
Length of time agents are logged into the system. time agent spent in agent_state = ALL
(all agent state durations should be
included in Login Time)
Working Time (WT)
Length of time an agent was available or actively Available Time + Inbound Time +
handling contacts.
Outbound Time + ACW Time + Consult
Time
Working Rate (%WT)
Percentage of total Login Time the agent was
available or actively handling contacts.
General Unavailable
Time (GUT)
Length of time an agent spent in the
agent_state = UNAVAILABLE and
"Unavailable" state found in the Agent
outstate_code = 0
application. This is a general unavailable state
that exists to notify the ACD that the agent is
unavailable therefore a contact will not be routed
to them.
(Working Time / Login Time) * 100
% General Unavailable Percentage of total Login Time the agent spent in (General Unavailable Time / Login
Time (%GUT)
a general unavailable state.
Time) * 100
Available Time (AVT)
Length of time agents spend waiting for contacts time agent spent in agent_state =
to arrive.
AVAILABLE
% Available Time
(%AVT)
Percentage of Login Time an agents spent in an
Available State.
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(Available Time / Login Time) * 100
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Inbound Time (IBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time that agent spent connected with an Inbound INBOUNDCONTACT
Contact. Includes anything that may happen
during a conversation from hello to goodbye.
Also known as Talk Time for Inbound Contacts.
Only contacts with durations longer than 2
seconds are counted to avoid wrong numbers, or
other premature disconnections.
% Inbound Time (%IBT) Percentage of Login Time agent spent in Active
Inbound Time State handling Inbound Contacts.
(Inbound Time / Login Time) * 100
Outbound Time (OBT)
When referring to Agent Statistics, the length of time agent spent in agent_state =
time the agent spent handling Outbound
OUTBOUNDCONTACT
Contacts.
% Outbound Time
(%OBT)
Percentage of Login time agents spent handling
outbound contacts.
Consult Time (CON)
Length of time agent spent in communication
time agent spent in agent_state =
with another agent or supervisor. Through the INBOUNDCONSULT or
inContact Agent application it is triggered by an OUTBOUNDCONSULT
explicit ''consult'' action. Currently, in inContact,
a consult can occur between 2 agents without
being directly tied to a contact. For this reason,
at this time, a consult state does not exist for a
specific contact.
(Outbound Time/ (Login Time)) * 100
% Consult Time (%CON) Percentage of Login Time agent spent consulting (Consult Time / Login Time) * 100
with another agent or supervisor.
Dialer Time (DLR)
Length of time agent spent in the Dialer waiting
for Outbound Calls to arrive. This metric only
applies to customers that have purchased the
inContact Dialer.
time agent spent in agent_state =
DIALER and outstate_code = 0
% Dialer Time (%DLR)
Percentage of Login Time agent spent in the
inContact Dialer.
(Dialer Time / Login Time) * 100
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ACW Time (ACWT)
The length of time the agent spent on work that (derived from agent log detail table
is necessitated by and immediately follows a
and outstates table) time agent spent
call/contact (After Contact Work). More
in outstate where isACW = TRUE and
specifically, this time includes agent time spent in IsSystemOutstate = FALSE
any Unavailable Code within inContact Central
that relates to After Contact Work. This metric is
reported on by agent/team/location and
campaign/skill/media.
% ACW Time (%ACWTC) ACW Time may be viewed from either the Agent 2 possible calculations exist for % of
State perspective or the Contact State
ACW Time. When displayed for Skill,
perspective. From the Contact State perspective Campaign or Media it is: (ACW Time /
it is the percentage of Total Contact Time that the Contact Time) * 100. When displayed
contact spent in ACW state. From the Agent
for Agent, Team or Location it is:
State perspective it is the percentage of Login
(ACW Time / Login Time) * 100
Time that agents spent in ACW state.
Unavailable Codes
(UCDT)
Length of time an agent spent in a non-ACW
outstate_code = (dbo.base_outstates
Unavailable Code state. This time consists of the where isACW = FALSE and
collection of agent states defined by an
IsSystemOutstate = FALSE)
Unavailable Code within inContact Central that
does NOT relate to After Call Work. These
unavailable states are input and managed by the
contact center and will notify the ACD that the
agent is unavailable therefore a contact will not
be routed to them.
% Custom Unavailable Percentage of total Login Time the agent spent in (Unavailable Codes / Login Time) *
Time (%UCT)
a non-ACW custom unavailable state (i.e.
100
Unavailable Codes State).
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Refused Time (REFT)
Length of time the agent spent in a "refused"
time agent spent in agent_state =
state. This is the state the agent is placed in after REFUSED
a contact has been offered to them, but they did
not answer or otherwise respond within the
configured station timeout duration. It is more
accurate to say that the contact simply expired
since the agent did not perform any action to
''refuse'' the contact. Instead, it is a system
prompted state. This state exists to notify the
ACD that the agent is unavailable therefore a
contact will not be routed to them. For example,
an agent is in available state, steps away from
their desk and forgets to set their state
unavailable. A contact is then routed to the
agent. The agent does not respond within the
configured State Timeout duration, therefore a
timeout occurs. The agent is placed in
Unavailable Refused State and the contact is
routed back to the skill queue. The agent remains
in this Refused State until they manually change
their state to something else.
% Refused Time
(%REFT)
Percentage of Total Unavailable Time the agent
spent in refused state.
(Refused Time / Total Unavailable
Time) * 100
HPA Time (HPAT)
Length of time agent spent in an unavailable
state after a contact was put on hold and then
abandons. User Story: Agent in active
communication with contact. Agent places
contact on hold. Contact abandons the
communication while waiting on hold. Agent is
placed in Unavailable HPA State. Contact ends.
Agent remains in this state until they manually
change it to something else.
time agent spent in agent_state =
HELDPARTYABANDONED
% HPA Time (%HPAT)
Percentage of Total Unavailable Time that an
agent spent in the Held Party Abandon state.
(HPA Time / Total Unavailable Time) *
100
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System Pending (aka.
System Unavailable
Codes (SPT)
Length of time an agent spent waiting for a
(agent_state = LOGGEDOUT or
system action to complete. This time consists of LOGGEDIN) or (outstate_code =
the collection of Unavailable Codes generated
(dbo.base_outstates where
and managed by the inContact system. These
IsSystemOutstate = TRUE and
states exist to track the time where the agent is (outstate_code not in (REFUSED,
waiting for the system to complete an action such HELDPARTYABANDON))))
as logging in the agent or waiting for a contact to
arrive. Specifically, this category includes:
LoggedIn, LoggedOut, DialerLoggedOut,
PromisePending, CallbackPending,
TransferPending, DialerPending, ConsultPending,
OutboundPending, InboundPending.
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Interval Internal
Transfers
Displays handled and transfer statistics surrounding transferred contacts by skill
and/or agent. This is both a summary and/or interval report along with drill-downs
into the contact details. It answers the following questions: 1) How many original
contacts were handled and how many of these were transferred? 2) What specific
contacts make up these transfers, who transferred them out and where were they
transferred to?
Metric Name
Description
Original Handled (OH) Number of Original Queued Contacts that were
handled (i.e. answered) by an agent. Transfers
are not counted in this value.
Original Transferred
(ORGXFER)
Calculation
distinct count of contacts where
contact_state = ACTIVE and
contact_state_duration > 0 and
reskillIndicator = 0 (reskillIndicator:
ORIGINAL_CONTACT=0)
Total number of contacts that originally entered select distinct contacts where
the system that were transferred. Does not
contact_state of parent =TRANSFER
include transfers from transferred contacts.
and reskillIndicator of parent = 0
% Original Transferred Percentage of Original Handled Contacts that the Original Transferred / Original
(%XFRF)
agent transfers away from him/herself.
Handled
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