8x8 Analytics Glossary
Details
Note: Contact Center Analytics reports take into consideration the ongoing interactions in computing the metrics for each row in order to offer a better view of what happened in the Contact Center. For example, an interaction that entered the queue in the previous time interval and was not accepted or abandoned or diverted (is waiting in queue) is reflected in the Entered metric for the current interval as well.
For more information, please see the full glossary here.
Queue Summary Metrics
| Metric Name | Description |
| SLA % | Service Level Agreement is defined as a percentage of "number of interactions accepted by agents before the SLA waiting time threshold is reached" divided by the "number of interactions that entered the queue" multiplied by 100. |
| SLA % Target | The target percentage of interactions that meet the SLA |
| (SLA TGT) | Note: SLA % Target does not apply to Outbound Phone Queues. |
| SLA Time Threshold | The time ceiling (in seconds) that is used to measure an interaction being accepted by agent (if the interaction waiting time is less than or equal to SLA THLD, it is defined as satisfying SLA) |
| (SLA THLD) | |
| Available Idle | The number of agents enabled, assigned, and in the Available state (idle waiting) |
| (Avail Idl) | |
| Enabled | The number of agents logged in, assigned, and enabled for the queue |
| (Enabl) | |
| Eligible | The number of agents that are eligible to receive an interaction (the queue potential capacity; does not include agents that are in the On Break state) |
| (Eligib) | |
| Offering | The number of agents in the Offering state for the queue |
| (Alert) | |
| Busy | The number of agents in the Offering, Handling, or Wrap Up states |
| Handling | The number of agents working on an interaction (excluding the Wrap Up state) |
| (Hand) | |
| Wrap Up | The number of agents finishing up work on an ending interaction |
| (Wrap) | For email interactions, the Wrap up metric represents the number of agents that are processing an email interaction. For email interactions the agent status changes to the wrap up status from the time the agent accepts the interaction. |
| Working Offline | The number of enabled agents in the Working Offline state |
| (Work Off) | |
| On Break | The number of enabled agents in the On Break state |
| (Break) | |
| Busy Other | The number of agents working on an interaction in another queue (or simply not working on an interaction in the current queue) |
| (Busy O) | |
| Waiting in Queue | The current number of interactions in the queue |
| (Wait Q) | |
| Abandoned | The number of interactions that terminated in the queue without being served (Excludes short abandoned) |
| (Abd Q) | |
| Abandoned % | The percentage of interactions that terminated in the queue without being served over all interactions that entered the queue (Excludes short abandoned) |
| (Abd Q %) | |
| Avg Waiting Time | The average time an interaction has spent in the queue: |
| (AWT) | For finalized interactions: from the time the interaction entered the queue until it was accepted, abandoned or diverted |
| For ongoing interactions: from the time the interaction entered the queue until now if the time exceeds the average wait time on the finished interactions |
Agent Performance Metrics
| Metric Name | Description |
| Accepted | The number of interactions answered by agents |
| (Accpt) | |
| Presented Offered | The number of interactions offered to agents including |
| (Alert) | |
| Alerting | Number of interactions that are currently being presented to the agent via a queue or outside of a queue (DAR). |
| Agent Direct Inbound Count | The total number of direct calls to agent excluding agent to agent calls |
| Agent Direct Inbound Time | The total time (includes offering + handling + wrap up) on direct calls to agent excluding agent to agent calls. (This is the equivalent of busy time for inbound queues, but for agent direct inbound calls) |
| Agent Direct Outbound Count | The number of calls made by the agent excluding outbound queue calls and agent to agent calls |
| Agent Direct Outbound Time | The total time (includes offering + handling + wrapup up) on calls made by the agent excluding outbound queue calls and agent to agent calls) (the equivalent of busy time for outbound queues, but for agent direct outbound calls) |
| Agent Internal Calls count | The total number of agent to agent calls initiated or received |
| Agent Internal Calls Time | The total time (includes offering + handling + wrapup up) spent on agent to agent calls) |
| Agent Internal Calls Initiated count | The total number of agent to agent calls initiated |
| Agent Internal Calls Received Count | The total number of agent to agent calls received |
| Average Handling Time | The average time spent by an agent in the Handling state (includes hold time) |
| (AHT) | |
| Average Wrap Up Time | The average time spent by an agent in the Wrap Up state |
| (AWUT) | |
| Current Status | The current status of the agent |
| (Curr St) | |
| Time on Status | The current time spent in an agent's current status |
| (Time St) | |
| Status Code (Status C) | The specific status code used by the agent to justify (detail) their current status |
| Line 1 | The current status on line 1, and how long they have been in that state |
| Line 2 | The current status on line 2, and how long they have been in that state |
| Rejected | The number of interactions that were offered but declined by the agent |
| (Reject) | |
| Rejected Timeout | Number of interactions presented to an agent, but not accepted during the allocated time. |
| Logged in Time | The time the agent has spent in the Logged In state |
| (Log Time) | |
| Available Time | The time the agent has spent in the Available state |
| (Avail Time) | |
| Available Time % | The percentage of time an agent has spent in the Available state divided by Logged In time |
| (Avail Time %) | |
| Offering Time | The time the agent has spent in the Offering state (from the time that an interaction is presented to the agent) |
| (Offer Time) | |
| Reject Timeout | Number of interactions presented to an agent, but not accepted during the allocated time. |
| Average Offering Time | The average time that the agent has spent in the offering state (from the time that an interaction is presented to the agent) |
| (AOT) | |
| Longest Offering Time | The longest time spent by an agent before accepting or rejecting an offered interaction (the time is calculated from the moment the interaction is presented to the agent to the moment the agent accepts or rejects) |
| Handling Time | The time the agent has spent in the offering and Handling state (from the time that an interaction is accepted by an agent) |
| (Hand Time) | |
| Handling Time % | The percentage of time the agent has spent in the Offering and Handling states (from the time that an interaction is accepted by an agent), divided by Logged in Time |
| (Hand Time %) | |
| Wrap Up Time | The time the agent has spent in the Wrap Up state (from the time that an accepted interaction is ended by an agent or customer) |
| (Wrap Up) | |
| Wrap Up Time % | The percentage of time the agent has spent in the Wrap Up state (from the time an accepted interaction is ended by an agent or customer), divided by Logged In time |
| (Wrap Up %) | |
| Busy Time | The time the agent has spent in the Offering, Handling, and Wrap Up states |
| Busy Time % | The percentage of the time the agent has spent in the Offering, Handling, and Wrap Up states, divided by Logged In time |
| (Busy %) | |
| Working Offline Time | The time the agent has spent in the Work Offline state |
| (Work Off Time) | |
| Working Offline Time % | The percentage of time an agent has spent in the Work Offline state divided by Logged In time |
| (Work Off Time %) | |
| On Break Time | The time the agent has spent in the On Break state |
| (Break Time) | |
| On Break Time % | The percentage of time the agent has spent in the On Break state divided by Logged In time |
| (Break Time %) | |
| Internal Calls Initiated | The number of agent-to-agent calls initiated by an agent |
| (ICI) | |
| Blind Transfers Initiated | The number of times the agent performed a blind transfer over an interval of time (by agent) |
| (Blind Trf) | |
| Consultation Established | The number of times the agent successfully establishes an outbound call, while another call is on hold, by agent (this counter does not decrease the "outbound direct interaction established" value, which increases at the same time as this counter) |
| (Consult Est) | |
| Warm Transfers Completed | The number of "transfer" line uses within an interval (by an agent) |
| (Warm Trans) | |
| Conferences Established | The number of "join" line uses within an interval (by an agent) |
| (Conf Est) | |
| Transfers Received | Number of transfers the agent has received both warm and blind transfers to agent |
| Conference Time | The total time spent on conference call by the agent (the time since the conference has been established to the time the interactions ends (one of the last 2 participants hangs up)) |
| On Hold Time | The time the agent has spent placing a customer or agent on hold on any line |
| (Hold Time) | |
| Hold | The number of call holds the agent has performed |
| Longest Hold (short description: Long Hold) | The longest duration an agent has placed a call on hold out of the total number of interactions handled by the agent in a specific queue |
| Last Login | The last time the agent logged in |
| (Last In) | |
| Last Logout | The last time the agent logged out |
| (Last Out) |
Agent Resources Metrics
| Metric Name | Description |
| Current Status | The current status of the agent |
| (Curr St) | |
| Time on Media | The current time spent by the agent across all media (phone, chat, email, and voicemail) |
| (Time Med) | |
| Waiting in Queue | The current number of interactions in the queue |
| (Wait Q) | |
| Longest Wait | The time of the current longest wait to be served in the queue |
| (Long Wait Q) | |
| Available | The number of agents enabled, assigned, and in the Available state (idle waiting) |
| (Avail) | |
| Last Login | The last time the agent logged in |
| (Last In) | |
| Last Logout | The last time the agent logged out |
| (Last Out) |