Java Chronicall Realtime Metric Definitions

This article is a comprehensive list of available metrics and their definitions that you may choose from when creating a custom Realtime wallboard in the Desktop (Java) version of Chronicall. The use of these metrics to create a custom wallboard requires the Chronicall Realtime Agent Seat license.

Realtime Count Metrics

Accepted Callback Count

This value displays the total, maximum, or minimum count of Queue Callbacks accepted from the queue after the designated number of attempts during the given time frame.

Note: The Queue Callback module is an additional license. Therefore, without the Queue Callback license, this value will not provide any details.

For a list of filter definitions for Accepted Callback Count, see the Realtime Filter Criteria Definitions article.


Agents Logged Into Multimedia

This value displays the total count of agents logged into their multimedia skill(s) during the given time frame.

Note: The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Agents Logged Into Multimedia, see the Realtime Filter Criteria Definitions article.


Agents With Skill Enabled

This value displays the total count of Multimedia users that are enabled in the selected Multimedia Skills Groups during the given time frame. Enabled = logged in and ready to take/make calls for a selected/specific skill.

A Skill is similar to a phone system group. However, Skills are specific to the Chronicall Multimedia module and will be configured in the Chronicall software.

Note: Skills are part of the Multimedia module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Agents With Skill Enabled., see the Realtime Filter Criteria Definitions article.


Call Count

This value displays a total, maximum, or minimum count of calls involving the selected agent(s) and/or group(s) during the given time frame. This will give a combined count of inbound, outbound, and internal calls.

For a list of filter definitions for Call Count, see the Realtime Filter Criteria Definitions article.


Callbacks Scheduled

This value displays the total, maximum, or minimum number of calls that came into the queue for the selected skill(s) and selected to schedule a callback during the given time frame.

Note: This value requires the Multimedia Queue Callback module. If this value is used and the module has not been purchased then the widget will appear empty as a result upon displaying the wallboard.

For a list of filter definitions for Callbacks Scheduled, see the Realtime Filter Criteria Definitions article.


Calls Placed

This value displays a total, maximum, or minimum count of calls made (placed) by the specified agent(s) during the given time frame. *A placed call may be outbound or internal and must be connected (answered with a talking event by the recipient).

Note: If it is desired to see calls placed for a specific group, it will require the Agent Dashboards module. Using the Agent Dashboards module, when a user makes an outbound call, a window will appear on the user's screen asking them to select for which group the call is being made. Otherwise, Chronicall will not know for which group the call is being made.

For a list of filter definitions for Calls Placed, see the Realtime Filter Criteria Definitions article.


Chat Count

This value displays a total count of external web chat instances presented to the specific Contact Center Agents and/or Contact Center (Multimedia) Groups during the given time frame.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chat Count, see the Realtime Filter Criteria Definitions article.


Chat Queue Count

This value displays a total count of external web chat instances that have been/are in the chat queue during the given time frame.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chat Queue Count, see the Realtime Filter Criteria Definitions article.


Chats Answered

This value displays the total number of external web chats that were answered by the specified Contact Center agents/Contact Center Skills during the given time frame.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chats Answered, see the Realtime Filter Criteria Definitions article.


Chats Missed

This value displays the total number of external web chats that were not accepted by the selected Contact Center agents during the given time frame, meaning that the agent missed the chat.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chats Missed, see the Realtime Filter Criteria Definitions article.


Connected Calls

This value displays a total, maximum, or minimum count of outbound calls that were connected. Connected calls are outbound calls that were answered by the receiving party during the given time frame.

Example: If Steve, an agent that works for your company, makes an outbound call to a client and the client answers, this would be considered a connected call.

For a list of filter definitions for Connected Calls, see the Realtime Filter Criteria Definitions article.


Direct Calls

This value displays the total count of all direct calls to the selected agent(s) for the selected given time frame.

A direct call is a call that goes directly to the agent and bypasses the auto attendant and/or queue. For example, if a client knows an agent's direct number, they may call that number instead of the number that goes through the queue.

For a list of filter definitions for Direct Calls, see the Realtime Filter Criteria Definitions article.


Do Not Disturb Count

This value displays the total number of times that agents went into a busy state commonly referred to as Do Not Disturb during the given time frame.

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DND

Another way to look at Do Not Disturb is "Busy". Chronicall integrates with several phone systems and each one may call the "DND" or "Busy" state something different. Listed below are the different names that are correlated with each phone system.

  • Avaya IP Office - Do Not Disturb (DND)
  • Avaya IP Office with Chronicall Contact Center (Multimedia) - Not Ready (NR)
  • Avaya Communication Manager - AUX
  • Cisco - Do Not Disturb (DND)
  • Cisco UCCX - UCCX Do Not Disturb (DND)
  • Mitel (ShoreTel) - Release (REL)

For a list of filter definitions for Do Not Disturb Count, see the Realtime Filter Criteria Definitions article.


Event Count

This value displays the total, maximum, or minimum count of selected events for the selected agent(s)/group(s) for the given time frame.

This value will count every instance of the selected event(s). For example, if a call contains three hold events within the call, it will count all three.

For a list of filter definitions for Event Count, see the Realtime Filter Criteria Definitions article.


Event Count Per Call

This value displays the total, maximum, or minimum count of calls that contained the selected event during the given time frame.

This value is very similar to Event Count however, it will display totals differently. For example, if "hold" was the event selected, and an agent has three hold events in one call, this value does not count each hold event within that call; it will simply display a count of one.

For a list of filter definitions for Event Count Per Call, see the Realtime Filter Criteria Definitions article.


Extension Login Count

This value displays the total count of the agents that are logged into their extensions during the given time frame.

Note: This is typically set to the "Now" calculation. This will show a total of agents that are logged into the phones right now.

For a list of filter definitions for Extension Login Count, see the Realtime Filter Criteria Definitions article.


General Feature Count

This value displays a general count of instances where the agent(s) applied the selected feature during the given time frame.

Features consist of phone activities such as Extension/Group login, Do Not Disturb, Ready/Not Ready, etc.

For a list of filter definitions for General Feature Count, see the Realtime Filter Criteria Definitions article.


Group Login Count

This value displays the total number of agents logged in or enabled in the selected group during the given time frame. Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Login Count, see the Realtime Filter Criteria Definitions article.


Group Overflow - Answered

This value displays the total number of all calls answered from the selected overflow group(s) during the given time frame. This means that a call went to an initial group, then overflowed to the selected group and was answered by that overflow group. Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Overflow - Answered, see the Realtime Filter Criteria Definitions article.


Group Overflow - Presented

This value displays the total number of inbound calls that were presented to the selected overflow group(s) during the given time frame. This means that a call first went to an initial group, then overflowed to the selected overflow group. Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Overflow - Presented, see the Realtime Filter Criteria Definitions article.


Group Overflow - Voicemail

This value displays the total number of calls that went to voicemail for the selected overflow group(s) during the given time frame. This means that a call went to an initial group, then overflowed to the selected group and after not being answered, went to the voicemail for that overflow group. Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Overflow - Answered, see the Realtime Filter Criteria Definitions article.


Handled Calls

This value displays the total, maximum, or minimum number of calls that were handled by the selected receiving agent(s) during the given time frame. A call is considered handled when there is a talking event on the call involving the receiving agent(s).

For a list of filter definitions for Handled Calls, see the Realtime Filter Criteria Definitions article.


Idle

This value displays a total count of agents that are or have been in an idle state during the given time frame. Idle means that the agent is logged in and ready to take calls, but is not currently on the phone.

For a list of filter definitions for Idle Count, see the Realtime Filter Criteria Definitions article.


Inbound Calls Answered

This value displays the total, maximum, or minimum number of inbound calls that were answered by the selected agent(s) or group(s).

Note: *Answered calls are considered calls that included at least one talking event with the given agent(s) or group(s) during the given time frame.

For a list of filter definitions for Inbound Calls Answered, see the Realtime Filter Criteria Definitions article.


Inbound Calls Presented

This value displays the total, maximum, or minimum number of inbound calls presented to the selected agent(s) or group(s) during the given time frame.

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Inbound Calls Presented vs. Presented Calls

Inbound Calls Presented and Presented Calls are similar, but with one major difference.

  • Inbound Calls Presented - This refers to inbound calls presented to the selected agent whether they were the initial agent or not. For example, this value would count any inbound call that was presented to the selected agent or group. This would include inbound calls that initially rang to the selected agent, as well as inbound calls that overflowed from other agents or groups before arriving at the selected agent. Using "Inbound Calls Presented" as a Realtime value would count any inbound call to the selected agent(s) or group(s).

  • Presented Calls - Presented Calls refers strictly to calls where the selected agent was the initial receiving agent on the call, meaning they were presented the call first. Using "Presented Calls" as a Realtime value would only count calls to the selected agent if they were the initial receiving agent.

For a list of filter definitions for Inbound Calls Presented, see the Realtime Filter Criteria Definitions article.


Internal Calls

This value displays the total, maximum, or minimum count of internal calls involving the selected agents during the given time frame.

Internal calls are calls that are made from one extension to another extension. For example, if Agent 1 calls Agent 2.

For a list of filter definitions for Internal Call Count, see the Realtime Filter Criteria Definitions article.


Missed Calls

This value displays the total number of calls that were missed by the selected agents/groups during the given time frame.

Missed calls are calls that ring to an extension, but is not answered by that extension. For example, as an agent, if a call rings to my extension and I don't answer it, it will be considered a missed call for me as the agent.

Note: Calls that go directly to voicemail will not count as missed calls.

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Missed Calls vs. Unanswered Calls

  • Missed Calls are typically counted at agent level. Meaning that missed calls generally looks at individual agents. Just because a call was missed doesn't mean it was never answered. For example, if your ringing pattern is set to ring in a circular (Round Robin) pattern and a call comes in to the group, it will start with the initial agent. If it rings to that agent, and the agent does not answer, it will be considered a missed call for that user. However, after being missed by that agent, it may rollover to the next available agent, and that agent may answer the call. While the call was missed by the initial agent, it was answered by the next agent, and therefore would not be considered an unanswered call.

  • Unanswered Calls are typically counted at group level, meaning that it would be a value used when monitoring groups, and not individual Agents. Unanswered calls are calls that were never answered by anyone.

For a list of filter definitions for Missed Calls, see the Realtime Filter Criteria Definitions article.


MM ACW Count

This value displays the total number of instances where a Contact Center (Multimedia) agent was in a state of After Call Work (ACW) during the given time frame.

When an agent is enabled in a Contact Center (Multimedia) skill and that agent finishes a call, by default, the agent will be placed in a state of ACW. This will be presented to the agent as a screen pop. This state of ACW will prevent them from receiving any calls for the duration of the ACW state (typically 30 seconds). This allows the agent to perform any after call work they may need to do. Once they are finished, they can cancel the ACW state, or let it count down. Once the ACW state finishes, they will be available to receive calls. Additionally, if the agent needs more time, they can also snooze the ACW for the additional amount of time configured by the manager.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia ACW Count, see the Realtime Filter Criteria Definitions article.


MM MCW Count

This value displays the total number of instances where a Contact Center (Multimedia) agent was in a state of Missed Call Work (MCW) during the given time frame.

Missed Call Work is a state wherein a Contact Center (Multimedia) agent is placed when they miss a call that was presented to them. They are placed into a MCW state so that, depending on the call routing pattern, the agent will not be presented the call again until the agent is out of the Missed Call Work state. The Missed Call Work alert will present on an agent's screen after they miss the call.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia MCW Count, see the Realtime Filter Criteria Definitions article.


Outbound Call Attempts

This value displays the total, maximum, or minimum number of outbound calls attempted by the given agent during the given time frame. An attempted call means that the agent dialed an external number to make an outbound call.

Note: This value does not indicate that the call was connected (answered by the receiving party). It focuses strictly on outbound call attempts. To display a number of calls that were connected (answered by the receiver) use Outbound Calls Connected.

For a list of filter definitions for Outbound Call Attempts, see the Realtime Filter Criteria Definitions article.


Outbound Calls Connected

This value displays the total, maximum, or minimum number of outbound calls that were made by the selected agent(s) and were connected during the given time frame.

A connected outbound call is a call that was answered by the receiving party.

For a list of filter definitions for Outbound Calls Connected, see the Realtime Filter Criteria Definitions article.


Presented Calls

This value displays the total, maximum, or minimum number of inbound calls presented where the selected agent(s) or group(s) were the initial agent(s) or group(s) during the given time frame.

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Presented Calls vs. Inbound Calls Presented

Presented and Inbound Calls Presented are similar, but with one major difference.

  • Presented Calls - Presented Calls refers strictly to calls where the selected agent was the initial receiving agent on the call, meaning they were presented the call first. Using "Presented Calls" as a Realtime value would only count calls to the selected agent if they were the initial receiving agent.
  • Inbound Calls Presented - This refers to inbound calls presented to the selected agent whether they were the initial agent or not. For example, this value would count any inbound call that was presented to the selected agent or group. This would include inbound calls that initially rang to the selected agent, as well as inbound calls that overflowed from other agents or groups before arriving at the selected agent. Using "Inbound Calls Presented" as a Realtime value would count any inbound call to the selected agent(s) or group(s).

For a list of filter definitions for Presented Calls, see the Realtime Filter Criteria Definitions article.


Queued Calls

This value displays the total, maximum, or minimum number of calls in the queue for the selected group(s) during the given time frame.

For a list of filter definitions for Queued Calls, see the Realtime Filter Criteria Definitions article.


Ready Count

This value displays the total number of Realtime agents that are logged into the selected group(s) and that are ready and available to take calls during the given time frame.

Additionally, when using the leaderboard widget, this value can be configured to show a calculation of True/False. This would display a check mark for the agent when they are available, indicating that they are ready to take a call. Conversely, if they are not ready it will not display a check mark indicating that they are not ready to take calls.

For a list of filter definitions for Ready Count, see the Realtime Filter Criteria Definitions article.


Unaccepted Callback Count

This value displays the total count of scheduled callbacks that were canceled (unaccepted) by the client that scheduled the callback during the given time frame. When a client receives the callback, they are given three options:

  1. Accept the callback - Depending on your configuration for the callback, the client will then either be placed back in first position in the queue, or sent directly to a reserved agent
  2. Snooze the callback - Upon snoozing the callback, Chronicall Contact Center will attempt to recall the client after the configured amount of time (20 minutes, by default)
  3. Cancel the callback - Upon selecting option three, the callback to the client will be canceled, and the client will be removed from the callback list.

For this value to function, the queue callback feature will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Unaccepted Callback Count, see the Realtime Filter Criteria Definitions article.


Realtime Duration Metrics

Call Duration

This value displays the total, maximum, or minimum duration of calls that fit the selected criteria during the given time frame

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Call Duration vs. Talking Duration

  • Call Duration provides a total, maximum, minimum, average, or mediation duration of the entire call. This includes a combined duration of every event (ringing, auto attendant, queue, talking, hold, etc.) on the call from beginning to end.
  • Talking duration provides a total, maximum, minimum, average, or mediation duration of only the talking events on a call

For a list of filter definitions for Call Duration, see the Realtime Filter Criteria Definitions article.


Chat Duration

This value displays a total, maximum, minimum, average, or median duration of all external web chat instances involving specific Contact Center Agents and/or Contact Center (Multimedia) Skills during the given time frame.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chat Duration, see the Realtime Filter Criteria Definitions article.


Chat Time In Queue

This value displays the total, maximum, minimum, average, or median duration of all external web chats that went to the chat queue during the given time frame.

When a client submits a request for a live chat, but there are no available agents, the client is then placed into the chat queue to wait until an agent becomes available.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chat Time In Queue, see the Realtime Filter Criteria Definitions article.


Direct Call Duration

This value displays the total, maximum, minimum, average, or median duration of all direct calls to the selected agent(s) during the given time frame.

A direct call is a call that goes directly to the agent and bypasses the queue. For example, if a client knows an agent's direct number, they may call that number instead of the number that goes through the queue.

For a list of filter definitions for Direct Call Duration, see the Realtime Filter Criteria Definitions article.


Do Not Disturb Duration

This value displays the total, maximum, minimum, average, or median duration that agents went into a busy state commonly referred to as Do Not Disturb during the given time frame.

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DND

Another way to look at Do Not Disturb is "Busy". Chronicall integrates with several phone systems and each one may call the "DND" or "Busy" state something different. Listed below are the different names that are correlated with each phone system.

  • Avaya IP Office - Do Not Disturb (DND)
  • Avaya IP Office with Chronicall Contact Center (Multimedia) - Not Ready (NR)
  • Avaya Communication Manager - AUX
  • Cisco - Do Not Disturb (DND)
  • Cisco UCCX - UCCX Do Not Disturb (DND)
  • Mitel (ShoreTel) - Release (REL)

For a list of filter definitions for Do Not Disturb Duration, see the Realtime Filter Criteria Definitions article.


Event Duration

This value displays the total, maximum, minimum, average, or median duration of the selected event(s) for the selected agents/groups during the given time frame. Events refer to events that take place on a call (I.e., Auto Attendant, Ringing, Hold, Queue, Talking, etc.)

For a list of filter definitions for Event Duration, see the Realtime Filter Criteria Definitions article.


Extension Login Duration

This value displays the total, maximum, minimum, average, or median duration for the amount of time that the agent(s) spent logged into their extension during the given time frame.

For a list of filter definitions for Extension Login Duration, see the Realtime Filter Criteria Definitions article.


General Feature Duration

This value displays the total, maximum, minimum, average, or median duration of the agent(s) that applied the selected feature during the given time frame. Features consist of phone activities such as Extension/Group login, Do Not Disturb, Ready/Not Ready, etc.

For a list of filter definitions for Feature Duration, see the Realtime Filter Criteria Definitions article.


Group Login Duration

This value displays the total, maximum, minimum, average, or median logged in duration of all selected agent(s) for the selected group(s). Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Login Duration, see the Realtime Filter Criteria Definitions article.


Idle Duration

This value displays the total, maximum, minimum, average, or median duration of all agents and their idle state. Idle means that the agent is logged in and ready to take calls, but is not on the phone.

For a list of filter definitions for Idle Duration, see the Realtime Filter Criteria Definitions article.


Inbound Talking Duration

This value displays the total, maximum, minimum, average, or median duration of all talking events for inbound calls to the selected agents or groups during the given time frame.

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Talking Duration vs. Call Duration

  • Talking duration provides a total, maximum, minimum, average, or mediation duration of only the talking events on a call
  • Call Duration provides a total, maximum, minimum, average, or mediation duration of the entire call. This includes a combined duration of every event (ringing, auto attendant, queue, talking, hold, etc.) on the call from beginning to end.

For a list of filter definitions for Inbound Talking Duration, see the Realtime Filter Criteria Definitions article.


MM ACW Duration

This value displays the total, maximum, minimum, average, or median duration of all ACW (After Call Work) states for the selected Contact Center agents during the given time frame.

When an agent is enabled in a Contact Center (Multimedia) skill and that agent finishes a call, by default, the agent will be placed in a state of ACW. This will be presented to the agent as a screen pop. This state of ACW will prevent them from receiving any calls for the duration of the ACW state (typically 30 seconds). This allows the agent to perform any after call work they may need to do. Once they are finished, they can cancel the ACW state, or let it count down. Once the ACW state finishes, they will be available to receive calls. Additionally, if the agent needs more time, they can also snooze the ACW for the additional amount of time configured by the manager.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia ACW Duration, see the Realtime Filter Criteria Definitions article.


MM MCW Duration

This value displays the total, maximum, minimum, average, or median duration of all MCW (Missed Call Work) states for the selected Contact Center agents during the given time frame.

Missed Call Work is a state wherein a Contact Center (Multimedia) agent is placed when they miss a call that was presented to them. They are placed into a MCW state so that, depending on the call routing pattern, the agent will not be presented the call again until the agent is out of the Missed Call Work state. The Missed Call Work alert will present on an agent's screen after they miss the call.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia MCW Duration, see the Realtime Filter Criteria Definitions article.


Multimedia Login Duration

This value displays the total, maximum, minimum, or median duration of the amount of time that Contact Center agents are logged into their assigned Contact Center (Multimedia) skill groups during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia Login Duration, see the Realtime Filter Criteria Definitions article.


Multimedia User Ready Duration

This value displays the total, maximum, minimum, or median duration for the amount of time that a Contact Center (Multimedia) agent was enabled (logged in) and available (ready) to take calls for the selected skill(s) during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia User Ready Duration, see the Realtime Filter Criteria Definitions article.


Outbound Talking Duration

This value displays the total, maximum, minimum, average, or median duration for all talking events for outbound calls for the selected agents during the given time frame.

For a list of filter definitions for Outbound Talking Duration, see the Realtime Filter Criteria Definitions article.


Queue Duration

This value displays the total, maximum, minimum, average, or median duration of all calls in queue for the selected group(s) during the given time frame.

For a list of filter definitions for Queue Duration, see the Realtime Filter Criteria Definitions article.


Ready Duration

This value displays the total, maximum, minimum, average, or median duration of the time that the Realtime agents were logged in and ready and available to take calls during the given time frame.

For a list of filter definitions for Ready Count, see the Realtime Filter Criteria Definitions article.


Ringing Duration

This value displays the total, maximum, minimum, average, or median duration of all ringing events for the selected agent(s)/group(s) during the given time frame.

For a list of filter definitions for Ringing Duration, see the Realtime Filter Criteria Definitions article.


Skill Enabled Duration

This value displays the total, maximum, minimum, average, or median duration for the amount of time that a Chronicall Contact Center (Multimedia) Agent is logged in (enabled) to the specified Contact Center (Multimedia) skill(s) during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Skill Enabled Duration, see the Realtime Filter Criteria Definitions article.


Skill Handled Duration

This value displays the total, maximum, or minimum number of calls that were handled by the selected receiving Contact Center (Multimedia) agent(s) for the selected Contact Center (Multimedia) Skill(s) during the given time frame. A call is considered handled when there is a talking event on the call involving the receiving agent(s).

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Skill Handled Calls, see the Realtime Filter Criteria Definitions article.


Talking Duration

This value displays the total, maximum, minimum, average, or median amount of time that the selected agent(s) or group(s) spent talking on calls during the given time frame.

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Talking Duration vs. Call Duration

  • Talking duration provides a total, maximum, minimum, average, or mediation duration of only the talking events on a call
  • Call Duration provides a total, maximum, minimum, average, or mediation duration of the entire call. This includes a combined duration of every event (ringing, auto attendant, queue, talking, hold, etc.) on the call from beginning to end.

For a list of filter definitions for Talking Duration, see the Realtime Filter Criteria Definitions article.


Time to First Callback

This value displays the total, maximum, minimum, average, or median duration of the amount of time that it took the queue callback feature to attempt the first callback to scheduled calls for the selected Contact Center (Multimedia) skills during the given time frame.

For this value to function, the queue callback feature will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Time to First Callback, see the Realtime Filter Criteria Definitions article.


User Ready Duration

This value displays the total, maximum, minimum, average, or median duration for the amount of time that the selected Realtime agents are logged into the selected group(s) and are ready and available to take calls during the given time frame.

For a list of filter definitions for User Ready Duration, see the Realtime Filter Criteria Definitions article.


Realtime Miscellaneous Metrics

Abandoned Calls

This value displays the total number of calls that were abandoned for the selected group(s) during the given time frame.

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Abandoned Calls

An abandoned call is defined as any inbound call that does not end in a talking or voicemail event.
Examples of final events resulting as an abandoned call:

  • Ringing
  • Auto Attendant
  • Queue
  • Hold
  • Park
  • Transfer
  • Transfer Hold

**Additionally, abandoned calls can be calls that were at one point answered.

For example, if the receiving agent answers the call, then places the calling party on hold and the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, this is because it ended in an event other than a talking or voicemail event.**

Note: When using the abandoned calls value in a Realtime wallboard, the default length of call is ten seconds. This means that the value will only count calls that were at least ten seconds long. This can be adjusted to the desired time threshold.

For a list of filter definitions for Abandoned Calls, see the Realtime Filter Criteria Definitions article.


Abandoned Group Overflow

This value displays a count or duration of calls that were directed to an initial group but then went to the designated overflow group and were never answered during the given time frame.

Note:

  • Count will show you the total number of calls that went from the initial group to the overflow group then were abandoned.
  • Duration will show the total, maximum, minimum, average, or median duration of the all calls that went from the initial group to the overflow group then were abandoned during the given timeframe.

For a list of filter definitions for Abandoned Group Overflow, see the Realtime Filter Criteria Definitions article.


Accepted Callback Count

This value displays the total, maximum, or minimum count of Queue Callbacks accepted from the queue after the designated number of attempts during the given time frame.

Note: The Queue Callback module is an additional license. Therefore, without the Queue Callback license, this value will not provide any details.

For a list of filter definitions for Accepted Callback Count, see the Realtime Filter Criteria Definitions article.


Accepted Callback Percent

This value displays the percent of all Callbacks that were accepted by clients that selected to receive a callback from the selected skill during the given time frame.

Queue Callback is a module that can be configured to provide a caller the option to receive a callback either when they are the first place in queue, or when an agent becomes available.

The queue callback will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Multimedia Queue Callback module is an additional license. Therefore, without the Multimedia Queue Callback license, this value will not provide any details.

For a list of filter definitions for Accepted Callback Count, see the Realtime Filter Criteria Definitions article.


Active Time

This value displays the total, maximum, or minimum count or duration of times that the given agent was active during the given time frame. Active time is defined as any phone event involving the specified agents (Dialing, Ringing, Hold, Talking, etc.)

Additionally, when using the leaderboard widget, this value can be configured to show a calculation of True/False. This would display a check mark for the agent when they are active, indicating that they are on a call. Conversely, if they are not active it will not display a check mark indicating that they are ready to take calls.

For a list of filter definitions for Active Time, see the Realtime Filter Criteria Definitions article.


Advanced Feature

This value provides the ability to monitor agents and their specific features during the given time frame. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Additionally, this value allows you to set the calculation as total count, duration, maximum/minimum/average/media duration.

Example: So, if we choose agent = โ€œSteve,โ€ feature type = โ€œDo Not Disturb,โ€ and feature enabled = โ€œTrue,โ€ calculation = "Count", this value will show the number of times that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Advanced Feature, see the Realtime Filter Criteria Definitions article.


Advanced Finished Call

This value provides the most flexibility out of all Realtime metrics. With the advanced finished call option, you can, using the filters, narrow down to display counts and durations for very specific calls during the given time frame.

Example: Using this value, you can filter down to show a Realtime count of inbound calls with a talking event greater than three minutes, but only if the agent speed of answer was less than ten seconds.

To accomplish this, use the following filters:

  • Set your desired timeframe
  • Calculation = Count
  • Call Direction = Inbound
  • Event Type = Talking
  • Event Duration = > 00:03:00
  • Agent Speed of Answer = < 00:00:10

For a list of filter definitions for Advanced Finished Call, see the Realtime Filter Criteria Definitions article.


Advanced Finished Call Event

This value provides the most flexibility out of all Realtime metrics. With the advanced finished call event option, you can, using the filters, narrow down to display counts and durations for very specific calls during the given time frame.

Example: Using this value, you can filter down to show a Realtime count of inbound calls with a talking event greater than three minutes, but only if the agent speed of answer was less than ten seconds.

To accomplish this, use the following filters:

  • Set your desired timeframe
  • Calculation = Count
  • Call Direction = Inbound
  • Event Type = Talking
  • Event Duration = > 00:03:00
  • Agent Speed of Answer = < 00:00:10

Note: ***The difference between Advanced Finished Call Event and Advanced Finished Call is the addition of the option to select a VDN in Advanced Finished Call Event. VDNs are specific to the Avaya Communication Manager phone system.

For a list of filter definitions for Advanced Finished Call, see the Realtime Filter Criteria Definitions article.


Agent Busy State

This value provides the ability to see when an individual Realtime Agent is busy during the given time frame.

Additionally, if you have the Agent Dashboards module, not only can this value display that the agent is busy, but using the Agent Dashboard reason codes, you can also see why the agent is busy. When using this value, there are two options. State, and State Duration.

  • State - using this "calculation", you will be able to see why the agent is busy. For example, if Steven goes on Do Not Disturb, the widget will display "DND". With the addition of the Agent Dashboard Reason Codes, you can also see the reason. For example, if Steve puts himself on DND and selects "Restroom" as his reason, this value would read "DND: Restroom".
  • State Duration - using this calculation, you will be able to see how long a specific user has been in a busy state. For example, if Steven goes on Do Not Disturb to use the restroom and has been busy for 5 minutes, the state duration will display 5 minutes.

It is recommended that this value be used either in an individual user widget, or in an agent leader board widget.

For a list of filter definitions for Agent Busy State, see the Realtime Filter Criteria Definitions article.


Agent Current Caller ID

This value displays the inbound Caller ID of the person with whom the selected agents are currently on a call with.

When using this value, there are two options; State, and State Duration:

  • State - using this "calculation", you will be able to see who the agent is speaking with. For example, if Steven receives a call, using the "State" option will the display the name/phone number of the caller.
  • State Duration - using this calculation, you will be able to see how long a specific user has been in a on a call with the associated caller. For example, if Steven has been on a call with a specific caller for 5 minutes, the state duration will display 5 minutes.

Note: The caller ID is based on simple, basic caller ID. If the phone service of the caller provides a name, then Chronicall will display a name. If it does not provide a name, it will most likely provide a phone number; unless the number is a blocked or unknown number.

It is recommended that this value be used either in an individual user widget, or in an agent leader board widget.

For a list of filter definitions for Agent Current Caller ID, see the Realtime Filter Criteria Definitions article.


Agent Current Connected Party

This value displays the outbound Caller ID of the person with whom the selected agents are currently on a call with. This will only display information when the call is connected, meaning the individual receiving the call has answered, or the outbound call was connected.

When using this value, there are two options; State, and State Duration:

  • State - using this "calculation", you will be able to see who the agent is speaking with. For example, if Steven receives a call, using the "State" option will the display the name/phone number of the caller.
  • State Duration - using this calculation, you will be able to see how long a specific user has been in a on a call with the associated caller. For example, if Steven has been on a call with a specific caller for 5 minutes, the state duration will display 5 minutes.

Note: The caller ID is based on simple, basic caller ID. If the phone service of the caller provides a name, then Chronicall will display a name. If it does not provide a name, it will most likely provide a phone number; unless the number is a blocked or unknown number.

It is recommended that this value be used either in an individual user widget, or in an agent leader board widget.

For a list of filter definitions for Agent Current Connected Party, see the Realtime Filter Criteria Definitions article.


Agent Line Appearance

This value displays the total amount of lines, or calls, that an agent is involved with during the given time frame.

For example, if Steven receives a call, then places that call on hold, then selects another line and makes an outbound call, this value will say "2", as he is currently involved with two separate calls.

This can be displayed in calculations of Count as well as Duration, and can be displayed as of Now, Last, or Since.

It is recommended that this value be used either in an individual user widget, or in an agent leader board widget.

For a list of filter definitions for Agent Line Appearance, see the Realtime Filter Criteria Definitions article.


Agent State

This value displays the current activity or "state" of the Agent. This value can be assigned to calculate the actual state of the agent, or the state duration.

  • State - This will show the actual current state of the user. For example: If a user is not currently on their phone, this value will display Idle. If the user is talking, this value will display Talking. If the user has put themselves in a state of "Do Not Disturb" this value will display DND.

Additionally, if the agent has also been assigned an Agent Dashboard License and has been assigned Busy Codes, this value will not only display DND, but it will also display the reason that they have put themselves in a DND state.

  • State Duration - This calculation will show how long the agent has been in that state. For example, if an Agent has been in a Talking state for five minutes, state duration will display 00:05:00.

For a list of filter definitions for Agent State, see the Realtime Filter Criteria Definitions article.


Agents Logged Into Multimedia

This value displays the total count or the total, maximum, minimum, median, or average duration of agents logged into the selected multimedia skill(s) during the given time frame.

Note: The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Agents Logged Into Multimedia, see the Realtime Filter Criteria Definitions article.


Basic Account Code

This value displays a total count, and/or total, maximum, minimum, average, or median duration of calls that involved the selected account code(s) during the given time frame. Account Codes allow you to report on who your agents are speaking to, and for which reasons.

Note: This value requires the Agent Dashboards module. The Agent Dashboards module is an additional license and will need to be assigned to the desired agents. Therefore, without the Agent Dashboard license, this value will not provide any details.

For a list of filter definitions for Basic Account Code, see the Realtime Filter Criteria Definitions article.


Basic Call

This basic value displays a count or duration of calls involving the selected agent(s) during the given time frame.

For a list of filter definitions for Basic Call, see the Realtime Filter Criteria Definitions article.


Basic Call Event

This basic value displays a count or duration of calls that contain the selected events that include the selected agent(s) or group(s) during the given time frame.

For a list of filter definitions for Basic Call Event, see the Realtime Filter Criteria Definitions article.


Basic Calling Agent Event

This basic value displays a count or duration of calls that were made by the selected agent(s) (meaning that they were the Calling Agent) and also included a specific event during the given time frame.

Example: A count of calls that were made by Steven that contained a transfer event.

For a list of filter definitions for Basic Calling Agent Event, see the Realtime Filter Criteria Definitions article.


Basic Combined Call Event

This basic value will display a count or duration of calls that have a combination of multiple events during the given time frame. This value can be displayed as either a total/maximum/minimum count, or a total/maximum/minimum duration.

  • Count Example - This is helpful to give you a count of calls that contain both Auto Attendant and Queue events.
  • Duration Example - This is helpful when you want a total combined duration of the Auto Attendant and Queue events.

For a list of filter definitions for Combined Call Event, see the Realtime Filter Criteria Definitions article.


Basic Directed Call Event

This basic value provides a count or duration of all events that are associated with a call direction or call offering during the given time frame. This would include events such as ringing, dialing, and transfer.

This value ignores events that are not associated with a call direction or offering such as hold, park, talking, etc.

Example: You may want to see the average duration of all outbound dialing events for your agents.

For a list of filter definitions for Directed Call Event, see the Realtime Filter Criteria Definitions article.


Basic Feature

This basic value displays a count or duration of instances where the selected agent(s) or group(s) used the specified feature(s) during the given time frame. Features consist of phone activities such as Extension/Group login, Do Not Disturb, Ready/Not Ready, etc.

For example, if Steve puts himself in a state of Do Not Disturb on his phone, he has just used a feature.

For a list of filter definitions for Feature, see the Realtime Filter Criteria Definitions article.


Basic Finished Call

This basic value displays the count or duration of all finished calls during the given time frame. In other words, it will not count a call unless it has completely finished.

For a list of filter definitions for Finished Call, see the Realtime Filter Criteria Definitions article.


Basic Receiving Agent Event

This basic value displays a count or duration of calls to the receiving agent that contains a specific event. The receiving agent is the initial agent, meaning the first agent involved with the call.

For example, this value can be used to see a count of calls that contain a transfer event by the receiving initial agent.

For a list of filter definitions for Receiving Agent Event, see the Realtime Filter Criteria Definitions article.


Callbacks Scheduled

This value displays the total, maximum, or minimum number of calls that came into the queue for the selected skill(s) and selected to schedule a callback during the given time frame.

Note: This value requires the Multimedia Queue Callback module. If this value is used and the module has not been purchased then the widget will appear empty as a result upon displaying the wallboard.

For a list of filter definitions for Callbacks Scheduled, see the Realtime Filter Criteria Definitions article.


Chat State

This value displays the current external web chat state for the specified Contact Center agents. This value can be assigned to calculate the actual chat state of the agent, or the chat state duration.

  • State - This will show the actual current chat state of the user. This will display as one of several chat states:
    • Not Logged In - The agent is currently not logged in to the Web Chat skill
    • Not Ready - The agent is not ready to receive a chat message
    • Ready - The agent is ready and available to receive a chat message
    • Chatting - The agent received, and is currently involved with a chat
  • State Duration - This calculation will show how long the agent has been in that state. For example, if an Agent has been in a Chatting state for five minutes, state duration will display 00:05:00.

Note: This value requires the Chronicall Contact Center Web Chat module. If the module has not been purchased, the widget associated with this value will appear blank.

For a list of filter definitions for Chat State, see the Realtime Filter Criteria Definitions article.


Current Call State

This value displays the current call state of the selected agent(s). This value can be assigned to calculate the state, or the state duration.

  • State - This will show the actual current call state of the user. For example: If a user is not currently on their phone, this value will display Idle. If the user is talking, this value will display Talking.

  • State Duration - This calculation will show how long the agent has been in that state. For example, if an agent has been in a Talking state for five minutes, state duration will display 00:05:00.

For a list of filter definitions for Current Call State, see the Realtime Filter Criteria Definitions article.


Custom External Data

This value provides the ability to pull information from an external source, and display it as a widget on the wallboard.

Example: Most commonly, this value is used to display items such as a clock, or the weather pulled from another website. This will then display as a widget on a wallboard.

For a list of filter definitions for Custom External Data, see the Realtime Filter Criteria Definitions article.


Extension Login

This value displays the count or duration of the Agents logged into their designated extensions.

Note: In regards to duration, this value can display a total, maximum, minimum, average, or median or median duration of the amount of time the selected users spent logged into their extensions. However, this is typically set to the "Now" calculation. This will show a total of agents that are logged into the phones right now.

For a list of filter definitions for Extension Login, see the Realtime Filter Criteria Definitions article.


Generic Group Overflow

This value displays the count or duration of all calls that overflowed to the specific group. Additionally, this value allows you to filter only calls that start with a specified initial group then went to the specified overflow group.

For a list of filter definitions for Generic Group Overflow, see the Realtime Filter Criteria Definitions article.


Group Login

This value displays the count or duration of the Agents logged into the selected group(s) during the given time frame. Group refers to the phone system groups, commonly referred to as Hunt Groups.

Note: In regards to duration, this value can display a total, maximum, minimum, average, or median or median duration of the amount of time the selected users spent logged into their extensions. However, this is typically set to the "Now" calculation. This will show a total of agents that are logged into the group(s) right now.

For a list of filter definitions for Group Login, see the Realtime Filter Criteria Definitions article.


Group Speed of Answer

This value displays the total, maximum, minimum, average, or median duration of the group speed of answer. Group refers to the phone system groups, commonly referred to as Hunt Groups.

Note: Group Speed of Answer is defined as the total duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event.

For a list of filter definitions for Group Speed of Answer, see the Realtime Filter Criteria Definitions article.


Group Wait Time

This value displays the total, maximum, minimum, average, or median duration of the calls that waited in the queue. In other words, this is the amount of time that calls waited in queue to be answered. Group refers to the phone system groups, commonly referred to as Hunt Groups.

For a list of filter definitions for Group Wait Time, see the Realtime Filter Criteria Definitions article.


Idle

This value displays a count or duration of agents that are or have been in an idle state. Idle means that the agent is logged in and ready to take calls, but is not currently on the phone.

  • Count - Displays a total number of agents that are in an idle state during the selected time.
  • Duration - Displays the total, maximum, minimum, average or median duration of all instances when the selected agents were in an idle state during the given time frame.

For a list of filter definitions for Idle, see the Realtime Filter Criteria Definitions article.


Missed Calls

This value displays the total number of calls that were missed by the selected agents/groups during the given time frame.

Missed calls are calls that ring to an extension, but is not answered by that extension. For example, as an agent, if a call rings to my extension and I don't answer it, it will be considered a missed call for me as the agent.

Note: Calls that go directly to voicemail will not count as missed calls.

๐Ÿ“˜

Missed Calls vs. Unanswered Calls

  • Missed Calls are typically counted at agent level. Meaning that missed calls generally looks at individual agents. Just because a call was missed doesn't mean it was never answered. For example, if your ringing pattern is set to ring in a circular (Round Robin) pattern and a call comes in to the group, it will start with the initial agent. If it rings to that agent, and the agent does not answer, it will be considered a missed call for that user. However, after being missed by that agent, it may rollover to the next available agent, and that agent may answer the call. While the call was missed by the initial agent, it was answered by the next agent, and therefore would not be considered an unanswered call.

  • Unanswered Calls are typically counted at group level, meaning that it would be a value used when monitoring groups, and not individual Agents. Unanswered calls are calls that were never answered by anyone.

For a list of filter definitions for Missed Calls, see the Realtime Filter Criteria Definitions article.


Multimedia Active Channel

This value displays the current activity or "state" of the selected Contact Center (Multimedia) Agent when they are enabled in their Contact Center (Multimedia) skill(s). This value can be assigned to calculate the state (current activity) of the CC agent, or the state duration of the current activity.

  • State - This will show the actual current state of the CC Agent. For example: If an agent is not currently on their phone, this value will display Idle. If the user is talking, this value will display Talking. If the agent has put themselves in a state of "Not Ready" this value will display Not Ready.

  • State Duration - This calculation will show how long the agent has been in that state. For example, if an Agent has been in a Talking state for five minutes, state duration will display 00:05:00.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia Active Channel, see the Realtime Filter Criteria Definitions article.


Multimedia Feature

This value displays the total count of instances where the Contact Center (Multimedia) agent(s) applied the selected Contact Center (Multimedia) feature. Multimedia Features consist of phone activities such as Extension/Skill login, CC ACW, Ready/Not Ready, etc.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia Feature, see the Realtime Filter Criteria Definitions article.


Multimedia Login Duration

This value displays the total, maximum, minimum, or median duration of the amount of time that Contact Center agents are logged into their assigned Contact Center (Multimedia) skill groups during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia Login Duration, see the Realtime Filter Criteria Definitions article.


Multimedia User Ready Duration

This value displays the total, maximum, minimum, or median duration for the amount of time that a Contact Center (Multimedia) agent was enabled (logged in) and available (ready) to take calls for the selected skill(s) during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Multimedia User Ready Duration, see the Realtime Filter Criteria Definitions article.


No X-Event Before Y-Event

This value displays a count or duration of calls wherein one event (prohibited event) does not proceed a second event (targeted event).

For example: This value could display a count of calls direct to the agent where the prohibited event is Auto Attendant, and the second event (targeted event) is talking. In other words, direct to the agent calls that were answered, but did not start with the auto attendant.

For a list of filter definitions for No X-Event Before Y-Event, see the Realtime Filter Criteria Definitions article.


Ready

This value displays the total number or duration of Realtime agents that are logged into the selected group(s) and that are ready and available to take calls during the given time frame.

Additionally, when using the leaderboard widget, this value can be configured to show a calculation of True/False. This would display a check mark for the agent when they are available, indicating that they are ready to take a call. Conversely, if they are not ready it will not display a check mark indicating that they are not ready to take calls.

For a list of filter definitions for Ready Count, see the Realtime Filter Criteria Definitions article.


Ready for Multimedia Call

This value displays the count or duration of Contact Center (Multimedia) agents that are logged into the selected skill(s) and that are ready and available to take calls during the given time frame.

Additionally, when using the leaderboard widget, this value can be configured to show a calculation of True/False. This would display a check mark for the agent when they are available, indicating that they are ready to take a call. Conversely, if they are not ready it will not display a check mark indicating that they are not ready to take calls.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Ready for Multimedia Call, see the Realtime Filter Criteria Definitions article.


Reason Code

This value displays the count or duration of all instances when an agent uses a specific Reason Code during the given time frame. Reason Codes are a list of customized reasons as to why your agents are utilizing specific phone features. Phone features such as Do Not Disturb/Release/Aux, Not Ready, Group/Extension Logout, etc.

๐Ÿ“˜

Reason Codes

There are three types of reason codes:

  • Busy Codes - This will vary depending on the phone system
    • Avaya Communication Manager - AUX
    • Avaya IP Office - Do Not Disturb (DND)
    • Avaya IP Office with Chronicall Contact Center - Not Ready (NR)
    • Cisco - Do Not Disturb (DND)
    • Cisco UCCX - UCCX Do Not DIsturb (DND)
    • ShoreTel - Release (REL)
  • Group Logout Codes
  • Extension Logout Codes

For example, as a manager you create a list of customized Busy Codes, then assign that list of reasons to your Agent Dashboard licensed agents. If one of those agents utilizes the Do Not Disturb feature on their phone, the list of assigned Busy Code reasons will then appear on their screen requiring them to select the reason as to why they are putting their phone in a DND state.

This value will display a count of how many times the agents put themselves in a DND state for the specified reason.

Note: This value requires the Agent Dashboards module. The Agent Dashboards module is an additional license and will need to be assigned to the desired agents. Therefore, without the Agent Dashboard license, this value will not provide any details.

For a list of filter definitions for Reason Count, see the Realtime Filter Criteria Definitions article.


Skill Enabled Duration

This value displays the total, maximum, minimum, average, or median duration for the amount of time that a Chronicall Contact Center (Multimedia) Agent is logged in (enabled) to the specified Contact Center (Multimedia) skill(s) during the given time frame.

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Skill Enabled Duration, see the Realtime Filter Criteria Definitions article.


Skill Handled Duration

This value displays the total, maximum, or minimum number of calls that were handled by the selected receiving Contact Center (Multimedia) agent(s) for the selected Contact Center (Multimedia) Skill(s) during the given time frame. A call is considered handled when there is a talking event on the call involving the receiving agent(s).

Note: This value requires the Contact Center (Multimedia) module. The Multimedia module is an additional license. Therefore, without the Multimedia license, this value will not provide any details.

For a list of filter definitions for Skill Handled Calls, see the Realtime Filter Criteria Definitions article.


Skill Queue Callback Calls - Average Duration

This value displays the average duration of all calls that selected to receive a callback from the selected Contact Center (Multimedia) Skill(s) during the given time frame.

Queue Callback is a module that can be configured to provide a caller the option to receive a callback either when they are the first place in queue, or when an agent becomes available.

The queue callback will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Multimedia Queue Callback module is an additional license. Therefore, without the Multimedia Queue Callback license, this value will not provide any details.

For a list of filter definitions for Skill Queue Callback Calls - Average Duration, see the Realtime Filter Criteria Definitions article.


Skill Queue Callback Calls - Count

This value displays the total number of all calls that selected to receive a callback from the selected Contact Center (Multimedia) Skill(s) during the given time frame.

Queue Callback is a module that can be configured to provide a caller the option to receive a callback either when they are the first place in queue, or when an agent becomes available.

The queue callback will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Multimedia Queue Callback module is an additional license. Therefore, without the Multimedia Queue Callback license, this value will not provide any details.

For a list of filter definitions for Skill Queue Callback Calls - Count, see the Realtime Filter Criteria Definitions article.


Skill Queue Callback Calls - Max Duration

This value displays the maximum duration of all calls that selected to receive a callback from the selected Contact Center (Multimedia) Skill(s) during the given time frame. Maximum duration indicates the longest call duration for the calls that selected to receive a callback.

Queue Callback is a module that can be configured to provide a caller the option to receive a callback either when they are the first place in queue, or when an agent becomes available.

The queue callback will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Skill Queue Callback Calls - Maximum Duration, see the Realtime Filter Criteria Definitions article.


Skill Queue Calls - Average Duration

This value displays the average duration for all calls that entered into the queue for the selected Contact Center (Multimedia) Skill(s) during the given time frame.

The skill queue will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) module. The Contact Center (Multimedia) module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Skill Queue Calls - Average Duration, see the Realtime Filter Criteria Definitions article.


Skill Queue Calls - Count

This value displays the total number of all calls that entered into the queue for the selected Contact Center (Multimedia) Skill(s) during the given time frame.

The skill queue will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) module. The Contact Center (Multimedia) module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Skill Queue Calls - Count, see the Realtime Filter Criteria Definitions article.


Skill Queue Calls - Max Duration

This value displays the maximum duration for all calls that entered into the queue for the selected Contact Center (Multimedia) Skill(s) during the given time frame. Maximum duration indicates the longest call duration for the calls that went into the queue for the skill.

The skill queue will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) module. The Contact Center (Multimedia) module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Skill Queue Calls - Maximum Duration, see the Realtime Filter Criteria Definitions article.


Skill Snoozed Queue Callback - Count

This value displays the total number of times that a scheduled callback was snoozed by the client during the given time frame.

A call being snoozed indicates that the caller isn't ready or available for the callback, therefore, when they receive the callback they are given the option to snooze the call.

Upon being snoozed, the callback will wait to try another callback for an additional 20 minutes (default). The snooze duration can be configured to snooze for the desired amount of time. Additionally, the number of callback attempts can be configured to conform to your needs. By default, the max callback attempts is set at 3 attempts.

For this value to function, the queue callback feature will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Skill Snoozed Queue Callback - Count, see the Realtime Filter Criteria Definitions article.


Speed of Answer

This value displays the total, maximum, minimum, average, or median amount of time that it took for calls to be answered by the selected agent(s) or group(s) during the given time frame. This indicates how long it took from the beginning of the call until the point that there was a talking event with a live agent on the call.

For a list of filter definitions for Speed of Answer, see the Realtime Filter Criteria Definitions article.


Time to First Callback

This value displays the total, maximum, minimum, average, or median duration of the amount of time that it took the queue callback feature to attempt the first callback to scheduled calls for the selected Contact Center (Multimedia) skills during the given time frame.

For this value to function, the queue callback feature will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Time to First Callback, see the Realtime Filter Criteria Definitions article.


Unaccepted Callback Count

This value displays the total count of scheduled callbacks that were canceled (unaccepted) by the client that scheduled the callback during the given time frame. When a client receives the callback, they are given three options:

  1. Accept the callback - Depending on your configuration for the callback, the client will then either be placed back in first position in the queue, or sent directly to a reserved agent
  2. Snooze the callback - Upon snoozing the callback, Chronicall Contact Center will attempt to recall the client after the configured amount of time (20 minutes, by default)
  3. Cancel the callback - Upon selecting option three, the callback to the client will be canceled, and the client will be removed from the callback list.

For this value to function, the queue callback feature will need to be configured for each Contact Center (Multimedia) skill group. To learn how to do so, please see this article.

Note: This value requires the Contact Center (Multimedia) Queue Callback module. The Contact Center (Multimedia) Queue Callback module is an additional license. Therefore, without the license, this value will not provide any details.

For a list of filter definitions for Unaccepted Callback Count, see the Realtime Filter Criteria Definitions article.


User Ready Duration

This value displays the total, maximum, minimum, average, or median duration for the amount of time that the selected Realtime agents are logged into the selected group(s) and are ready and available to take calls during the given time frame.

For a list of filter definitions for User Ready Duration, see the Realtime Filter Criteria Definitions article.


X-Event then no Y-Event

This value displays a count or duration of calls wherein one event (source event) is not followed by a second event (target event).

For example: This value could display a count of calls to the agent where the source event is Auto Attendant, and the second event (targeted event) is talking. In other words, calls that went to the agent from the auto attendant, but there was no talking event with the agent, meaning the call was not answered (missed).

For a list of filter definitions for X-Event then no Y-Event, see the Realtime Filter Criteria Definitions article.