Fieldname | Description | Datafield/ Formula | Format |
Call Type
|
Name of call type | EnterpriseName | |
In Queue Now |
Number of pending Contact Center calls in the queue |
RouterCallQNow | |
At Agent Now |
Number of Contact Center calls which are
currently being handled by agents (including wrap-up) |
CallsAtAgentNow | |
Longest Queue Time
|
Waiting time in seconds of Contact Center calls which have been waiting the longest in the queue |
RouterLongestCallQ | hh:mm:ss |
Total Calls To 5 |
Total number of received Contact Center calls of the last 5 minutes |
CallsOfferedTo5 | |
Answered To 5 |
Number of Contact Center tasks of the last 5
minutes answered by agents |
CallsAnsweredTo5 | |
Abandoned To 5
|
Number of Call Center calls of the last 5
minutes which were ended by callers after the Short Call threshold (default 5 seconds) |
CallsAbandonedTo5 | |
Total Wait Time To 5
|
Waiting time in seconds of the last 5 minutes until Contact Center tasks were answered or Call Center calls were ended by callers |
TotalWaitTimeTo | hh:mm:ss |
Avg Total Wait Time To 5
|
Average waiting time in seconds of the last 5
minutes until Contact Center tasks were
answered or Call Center calls were ended by
callers |
TotalWaitTimeTo5
/(AnsweredTo5 +
AbandonedTo5) |
hh:mm:ss |
Ans Wait Time To 5
|
The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval. |
AnsWaitTimeTo5 | hh:mm:ss |
Avg Ans Wait Time To 5
|
Average waiting time in seconds of the last 5
minutes until Contact Center tasks were
answered |
AnsWaitTimeTo5 /
AnsweredTo5 |
hh:mm:ss |
Aban Wait Time To 5
|
Waiting time in seconds of the last 5 minutes until Call Center calls were ended by callers |
AbanWaitTimeTo5 | hh:mm:ss |
Avg Aban Wait Time To 5
|
Average waiting time in seconds of the last 5
minutes until Call Center calls were ended by callers |
AbanWaitTimeTo5 /
AbandonedTo5 |
hh:mm:ss |
Handled To 5
|
Number of Contact Center tasks of the last 5
minutes answered by agents (incremented
upon completion of wrap-up) |
HandledTo5 | |
Handle Time To 5
|
Total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time) |
HandleTimeTo5 | hh:mm:ss |
Avg Handle Time To 5
|
Average total handling time of Contact Center tasks in seconds of the last 5 minutes from answering to end of wrap-up (sum of talk, hold and wrap-up time) |
HandleTimeTo5 /
HandledTo5 |
hh:mm:ss |
SL Offered To 5
|
Total number of Contact Center tasks of the
last 5 minutes which are used to calculate the Service Level |
ServiceLevelCallsOfferedTo5 | |
SL Ans Before To 5
|
Number of Contact Center tasks of the last 5
minutes which were answered within the
Service Level threshold |
ServiceLevelCallsTo5 | |
SL Aban Before To 5
|
Number of Call Center calls of the last 5
minutes which were ended by callers after the Short Call threshold and within the Service Level threshold |
SLAbanBeforeTo5 | |
Service Level To 5
|
The percentage of Contact Center tasks in the last 5 minutes which were answered within the Service Level threshold |
ServiceLevelTo5 | 12,345.68% |
Total Calls Today |
Total number of received Contact Center tasks for the current day |
CallsOfferedToday | |
Answered Today |
Number of Contact Center tasks for the current day answered by agents |
AnsweredToday | |
Abandoned Today
|
Number of Call Center calls for the current day which were ended by callers after the Short Call threshold |
AbandonedToday | |
Total Wait Time Today |
Waiting time in seconds for the current day
until Contact Center calls were answered or
Call Center calls were ended by callers |
TotWaitTimeToday | hh:mm:ss |
Avg Total Wait Time Today |
Average waiting time in seconds for the current day until Contact Center tasks were answered or Call Center calls were ended by callers |
TotalWaitTimeToday
/(AnsweredToday +
AbandonedToday) |
hh:mm:ss |
Ans Wait Time Today |
Waiting time in seconds for the current day
until Contact Center tasks were answered |
AnsWaitTimeToday | hh:mm:ss |
Avg Ans Wait Time Today |
Average waiting time in seconds for the current day until Contact Center tasks were answered |
AnsWaitTimeToday /
AnsweredToday |
hh:mm:ss |
Abandoned Wait Time Today |
Waiting time in seconds for the current day
until Call Center calls were ended by callers |
AbanWaitTimeToday | hh:mm:ss |
Avg Aban Wait Time Today |
Average waiting time in seconds for the currentday until Call Center calls were ended by callers |
AbanWaitTimeToday /
AbandonedToday |
hh:mm:ss |
Call Handled Today |
Number of Contact Center tasks for the current day answered by agents (incremented upon completion of wrap-up) |
CallHandledToday | |
Handle Time Today |
Total handling time of Contact Center tasks in seconds for the current day from answering to end of wrap-up (sum of talk, hold and wrap-up time) HandleTimeToday |
HandleTimeToday | hh:mm:ss |
Avg Handle Time Today |
Average total handling time of Contact Center tasks in seconds (sum of talk, hold and wrap-up time) |
HandleTimeToday /
HandledToday |
hh:mm:ss |
SL Calls Offered Today |
Total number of Contact Center tasks for the current day which are used to calculate the Service Level |
SLCallsOfferedToday | |
SL Calls Ans Today |
Number of Contact Center tasks for the current day which were answered within the Service Level threshold |
SLCallsAnsToday |