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What are the differences between BI (Business Intelligence) metrics and ACC (Analytics for Contact Center) metrics
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What are the differences between BI (Business Intelligence) metrics and ACC (Analytics for Contact Center) metrics

Applies To

  • Contact Center customers provisioned before March 20, 2020 using BI (Business Intelligence) who have to move to ACC (Analytics for Contact Center) before BI reaches it's end of life and is removed August 31, 2020.

Answer

Some metrics have been renamed between BI and ACC and others have been separated into metrics with greater granularity.  Please see the tables below.  An empty cell in either column means the metric is not available in that product.  You can find full definitions for the ACC metrics by starting ACC, clicking on the question mark in the circle in the upper right hand corner of the screen and then choosing Report metrics definitions.

Agent Interactions Metrics
BI Metric ACC Metric
Total Processing Time Handling Time
Total Post Processing Time Wrap-up Time
Total Accepted Accepted
Total Rejected Rejected
Total Offered / Total Presented Presented
Total Abandoned Abandoned
Total Hold Time Hold Time
Total Hold Hold

Total Transfer To
Total Trans In Progress

Transfers initiated
Transfers received
Blind Transfers Initiated
Blind Transfer to Queue
Blind Transfer to Agent
Blind Transfers Received
Warm Transfers Completed (warm transfer initiated)
Warm Transfers Received
Total Work Time

Processing Time (Handling + Wrap up)

(Use Busy Time below for Agent Interactions Summary reports)

Avg Processing Time Average Busy Time
Avg Post Processing Time Average Wrap Up Time
Accepted % Accepted %
Rejected % Rejected %
Avg Handle Time Average Handling Time
Transfers % Transfers Initiated %
Avg Hold Time Average Hold Time
  Abandoned %
  Busy Time (Offering + Handling + Wrap Up)
  Rejected Timeout
  Offering Time
  Alerting
  Total Hold Time
Queue Metrics
BI Metric ACC Metric
Total Entered Entered *
Total Abandoned Abandoned (only in Abandoned report)
Total Abandoned (only in Abandoned report)
Total Accepted Accepted
Total SLA Met Accepted in SLA
Total Time to Abandon Total Time to Abandon
Total Time Waiting Total Time Waiting in Queue
Total Processing Time Handling Time
Total Post Processing Time Wrap-up Time
Max Time to Abandon Longest Abandon Time
Max Time to Accept Longest Wait Time
Avg Processing Time Average Handling Time
Avg Post Processing Time Average Wrap Up Time
Avg Time To Abandon Average Abandon Time
Avg Time To Answer Average Wait Before Accept
Total Post and Processing Time Processing Time (Handling + Wrap-up)
Avg Post and Processing Time Average Processing Time
Avg Work Time  
Abandoned % Abandoned % (only in Abandoned report)
Total Abandoned % (only in Abandoned report)
Accepted % Accepted %
Queue SLA % SLA %
  Accepted in SLA %
  Waiting in Queue
  Average Wait Time
  Busy Time
  Average Busy Time
  Diverted
  Diverted % (only in Abandoned report)
  Offering (only in Abandoned report)
  Offering % (only in Abandoned report)
  Short Abandoned (only in Abandoned report)
  Short Abandoned % (only in Abandoned report)

* The total of entered may differ from the sum of the granularity entered values.  Please see this KB article for an explanation of why this happens.

In addition to the above queue metrics ACC introduces separate metrics for how long an interaction was in a queue before it was abandoned or accepted.  The metrics are available in counts or percentages for calls that are for

  • < 5 seconds
  • >= 5 sec and < 10 sec
  • >= 10 sec and < 20 sec
  • >= 20 sec and < 30 sec
  • >= 30 sec and < 45 sec
  • >= 45 sec and < 1 minute
  • >= 1 min and < 2 min
  • >= 2 min and < 5 min
  • >= 5 min and < 10 min
  • >= 10 min and < 30 min
  • >= 30 min and < 1 hour
  • >= 1 hr <= 1.5 hr
  • >= 1.5 hr <= 2 hr
  • >= 2 hr <= 3 hr
  • >= 3 hr