Agent Report Metric Definitions

This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Agent report.

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Abandoned Calls

This value shows the number of inbound calls associated with the given agent that did not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.

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Abandoned Calls Being Answered
In addition, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, places the calling party on hold, and then the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, because it ended in an event other than a talking or voicemail event. However, it was answered by the agent.

For a list of filter definitions for Abandoned Calls, see the Report Filter Criteria report.

Abandoned Chat Count

This value displays the total count of external chats that were abandoned by the given agent(s). A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria report.

Accepted Chat Count

This value shows a total count of how many inbound external web chats each selected agent has accepted.

Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat. After said certain amount of time, the chat will be presented to another agent. This value will show how many of the presented chats the agent accepted.

For a list of filter definitions for Accepted Chat Count, see the Report Filter Criteria report.

Agent ACW Duration

This value shows the total, maximum, average, or minimum duration an agent spends in the After Call Work state.

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds. This, of course, can be adjusted in the Chronicall system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state.

Note: This value requires the Mutlimedia module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

For a list of filter definitions for Agent ACW Duration, see the Report Filter Criteria report.

Agent Do Not Disturb Duration

This value shows the total, maximum, average, or minimum duration an agent spends in a Do Not Disturb state.

Note: This value requires the Realtime Agent Seat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.
Upon selecting this value, the report will display a total count of how many inbound external web chats each selected agent has accepted.

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Do Not Disturb
Depending on your phone system and/or licensing, Do Not Disturb might be represented by a different name:

Avaya IP Office - Do Not Disturb

Cisco - Do Not Disturb

ShoreTel - Release

Avaya Communication Manager - Aux

Voice Agent Licensing with Chronicall - Not Ready

For a list of filter definitions for Agent Do Not Disturb Duration, see the Report Filter Criteria report.

Agent Idle Duration

This value shows the total, maximum, minimum, or average amount of time that the agent spends in an idle state. This means that the agent was logged in and waiting for a call.

An agent is considered to be idle when he/she is logged into his/her extension and is not currently involved in a phone call.

Note: DND status and Group Login are not factored into the result.

For a list of filter definitions for Agent Idle Duration, see the Report Filter Criteria report.

Agent MCW Duration

Agent MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer. This value will tell you the total, maximum, average, or minimum duration that the given agent spent in this state.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

For a list of filter definitions for Agent MCW Duration, see the Report Filter Criteria report.

Agent Ready Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent in a Ready state for the specified group or groups. An agent is considered to be Ready for a hunt group when he/she is able to receive the group's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the group.

For a list of filter definitions for Agent Ready Duration, see the Report Filter Criteria report.

Answered Calls

This value shows the number of inbound calls that included at least one talking event with the given agent, meaning that agent answered the call.

For a list of filter definitions for Answered Calls, see the Report Filter Criteria report.

Average Calls Per Hour

This value shows the average number of calls in which the agent participates every hour over the selected time frame.

For a list of filter definitions for Average Calls Per Hour, see the Report Filter Criteria report.

Call Count

This value shows the total number of calls (inbound, outbound, and internal) associated with the given agent.

For a list of filter definitions for Call Count, see the Report Filter Criteria report.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given agent. This means the agent was the calling or receiving party in at least one event in the call.

For a list of filter definitions for Call Duration, see the Report Filter Criteria report.

Call Event Cost

This shows the total event cost of the call, as defined by the selected Call Cost Profile. The total event cost is calculated by multiplying the total number of seconds of all calls associated with a given agent times the Call Cost Profile’s rate per minute divided by 60. Note that the specific rate is determined by the Call Cost Profile settings.

Note that this field differs from Call Cost in that Call Cost calculates based on the duration of the entire call, while Call Event Cost calculates based only on the selected event duration.

Example: If “Talking” is the selected event type, then this field will only calculate the cost based on the duration of all talking events.

For a list of filter definitions for Call Event Cost, see the Report Filter Criteria report.

Calls Transferred by Agent

This shows the total number of calls that were transferred by the given agent to another agent.

For a list of filter definitions for Calls Transferred by Agent, see the Report Filter Criteria report.

Calls Transferred to Agent

This shows the total number of calls that were transferred to the given agent by another agent.

For a list of filter definitions for Calls Transferred to Agent, see the Report Filter Criteria report.

CDR Column Value

This value is specific to Cisco users and will show additional CDR metadata pulled from the Cisco phone system.

For a list of filter definitions for CDR Column Value, see the Report Filter Criteria report.

Chat Count

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. This value shows the total number of inbound chats associated with the selected agent(s).

For a list of filter definitions for Chat Count, see the Report Filter Criteria report.

Chat Duration

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. This value shows the total, maximum, minimum, or average duration of the chats associated with the selected agent(s). (The desired duration can be selected while configuring this value.)

For a list of filter definitions for Chat Duration, see the Report Filter Criteria report.

Chat Queue Accept Count

For a list of filter definitions for Chat Queue Accept Count, see the Report Filter Criteria report.

Chat Queue Duration

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. If there are no agents available to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available. This value show the total, maximum, minimum, or average duration that a client waited in the chat queue before the chat was accepted by the agent.

For a list of filter definitions for Chat Queue Duration, see the Report Filter Criteria report.

Chat Queue Missed Count

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. If there are no agents available to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available. Once an agent becomes available, the client, currently waiting in the chat queue, will be offered to the available agent. If the agent does not accept the chat, it will be considered a missed chat. This value shows the total number of inbound chat offers from the queue that were missed by the selected agent(s).

For a list of filter definitions for Chat Queue Missed Count, see the Report Filter Criteria report.

Chat Speed of Answer

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. This value shows the total, maximum, minimum, or average amount of time that it took the selected agent(s) to answer the chat when it was presented.

For a list of filter definitions for Chat Speed of Answer, see the Report Filter Criteria report.

Chats with Phrase (Percent)

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. This value shows the percent of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)

For a list of filter definitions for Chat with Phrase (Percent), see the Report Filter Criteria report.

Composite Score

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics. Once the scorecard questions have been answered, this value provides the composite score of all questions on the scorecard for the selected agent(s).

Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, the column will appear empty upon running the report.

For a list of filter definitions for Composite Score, see the Report Filter Criteria report.

Daily Average Count

This value shows the total number of calls associated with the given agent divided by the total number of days in the time frame. This is the average number of calls associated with the given agent per day.

For a list of filter definitions for Daily Average Count, see the Report Filter Criteria report.

Dialing Duration

This value shows the total, maximum, minimum, or average duration of all dialing events associated with the given agent.

For a list of filter definitions for Dialing Duration, see the Report Filter Criteria report.

Discretionary Not Ready Time

"Not Ready" is a feature of the Multimedia module and is similar to a "Do Not Disturb" state. "Discretionary Not Ready" is when an agent is not ready to take a call and they place their phone in a state of "Not Ready," which prevents calls from being sent to them. This value shows the total length of time that an agent, by their own doing, placed themselves in a state of "Not Ready."

For a list of filter definitions for Discretionary Not Ready Time, see the Report Filter Criteria report.

Event Count

This value shows the total number of specified events associated with the given agent. The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Count, see the Report Filter Criteria report.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given agent. The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Duration, see the Report Filter Criteria report.

Expanded Question Score

When creating a Recording Library Scorecard, you will create a series of questions that will be used to evaluate the performance of the agent(s). Once the call recordings have been scored, you can evaluate the performance of the agent using a campaign report. When creating an agent campaign report, each question found in the campaign will display in it's own column, providing the ability to see the scores received for each question. The Expanded Question Score value allows you to simply add one "Expanded Question Score" column, and by default, it will then display a column for each question found in the campaign without having to manually add a column for each individual question.

For a list of filter definitions for Expanded Question Score, see the Report Filter Criteria report.

Extension Login Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent logged in to their extension.

For a list of filter definitions for Extension Login Duration, see the Report Filter Criteria report.

Feature Count

This value shows the total number of features that this agent was associated with that fit the selected criteria. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this 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 Feature Count, see the Report Filter Criteria report.

Feature Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent with the specified feature enabled. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Duration, see the Report Filter Criteria report.

Final Agent Call Count

This value shows the number of times the given agent was the final agent. The final agent is the last agent to be associated with an event during a call.

Please note that this filter takes other event-level filters into account. This means that if the last agent-related event has already been filtered out of the call data, this filter will look for the next-to-last agent-related event.

For a list of filter definitions for Final Agent Call Count, see the Report Filter Criteria report.

Group Login Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent logged in to the specified group.

For a list of filter definitions for Group Login Duration, see the Report Filter Criteria report.

Handled Calls

This value shows the total number of inbound calls in which the given agent had a talking event.

For a list of filter definitions for Handled Calls, see the Report Filter Criteria report.

Hold Duration

This value shows the total, maximum, minimum, or average duration of all hold events associated with the given agent.

For a list of filter definitions for Hold Duration, see the Report Filter Criteria report.

Inbound Call Count

This value shows the total number of inbound calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.

Note: This value includes calls that the agent may not have actively participated in, e.g., an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria report.

Initial Agent Call Count

This value shows the number of times the given agent was the initial agent. The initial agent is the first agent to be associated with an event during a call.

Note: This filter takes other event-level filters into account. This means that if the first agent-related event has already been filtered out of the call data, then this filter will look for the next agent-related event.

For a list of filter definitions for Initial Agent Call Count, see the Report Filter Criteria report.

Internal Call Count

This value shows the total number of internal (extension to extension) calls that involved the given agent.

For a list of filter definitions for Internal Call Count, see the Report Filter Criteria report.

Missed Calls

This value shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Calls, see the Report Filter Criteria report.

Missed Chat Offer Count

Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent. If the agent does not accept the chat, it will be counted as missed. This value shows the total number of inbound chat offers that were missed by the selected agent(s).

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent, the column will appear empty as a result upon running the report.

For a list of filter definitions for Missed Chat Offer Count, see the Report Filter Criteria report.

Multimedia ACW Duration

Upon finishing a call, a Multimedia Voice agent will be placed into a state known as ACW or After Call Work. This allows the agent to finish any necessary work for their last call before they are sent a new call. The ACW is a screen pop that will appear on the agent's screen and will display a countdown until the ACW state is automatically turned off making the agent available to receive calls. The ACW screen pop can be configured for a default amount of time (typically 30 seconds). If the default amount is insufficient, the agent can "snooze" the ACW, which means that it will provide them additional time to finish up the call work. This value shows the total, maximum, minimum, or average amount of time that the given agent was in a state of ACW.

Note: This value requires the Multimedia Web Chat module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent, the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia ACW Duration, see the Report Filter Criteria report.

Multimedia Login Duration

This value shows the total, maximum, minimum, or average block of time the given agent spent logged in to the specified Multimedia skill.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased or the Multimedia Voice license has not been assigned to the agent, the column will appear empty upon running the report.

For a list of filter definitions for Multimedia Login Duration, see the Report Filter Criteria report.

Multimedia Snooze Count

Upon finishing a call, a Multimedia Voice agent will be placed into a state known as ACW or After Call Work. This allows the agent to finish any necessary work for their last call before they are sent a new call. The ACW is a screen pop that will appear on the agent's screen and will display a countdown until the ACW state is automatically turned off making the agent available to receive calls. The ACW screen pop can be configured for a default amount of time (typically 30 seconds). If the default amount is insufficient, the agent can "snooze" the ACW, meaning that it will provide them additional time to finish up the call work. This value shows the total amount of times that an agent snoozed the ACW state.

For a list of filter definitions for Multimedia Snooze Count, see the Report Filter Criteria report.

Multimedia User Ready Duration

This value shows the total, maximum, minimum, or average block of time the given Multimedia Voice agent spent in a Ready state for the specified skill or skills. An agent is considered to be Ready for a Multimedia skill when he or she is able to receive the skill's calls. Specifically, this means the agent is not in a "Not Ready" status, is not currently involved in a call, and is logged into the skill.

For a list of filter definitions for Multimedia User Ready Duration, see the Report Filter Criteria report.

Outbound Call Count

This shows the total number of outbound calls that involved the specified agent. These are calls that originated within your phone system and dialed out to an external number. Calls can include the specified agent either because that agent initiated the call or because the call was transferred to that agent.

For a list of filter definitions for Outbound Call Count, see the Report Filter Criteria report.

Park Duration

A park event is similar to a hold event. If an agent places a caller on hold, only that agent can take the caller off of the hold event. A park is similar; however, if an agent places a caller on park, anyone in the agent's group can take that caller off of park. This value shows the total, maximum, minimum, or average duration of all park events associated with the given agent.

For a list of filter definitions for Park Duration, see the Report Filter Criteria report.

Percent of Calls Abandoned

This shows the percentage of the given agent's presented calls where the agent's final involvement was not a talking, voicemail, transfer, or transfer hold event, meaning the call was abandoned.

By default, this column will only include inbound calls, but it can be set to include other call directions.

Note: A call that was handled by multiple agents before being abandoned will count as abandoned for the last agent to handle the call and will count as either abandoned or not abandoned for the other agents, depending on their own final event.

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Abandoned Calls Being Answered
In addition, 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, then the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, because it ended in an event other than a talking or voicemail event.

For a list of filter definitions for Perfect of Calls Abandoned, see the Report Filter Criteria report.

Percent of Calls Answered

This value shows the percentage of the given agent's presented calls that include at least one talking event with the agent, meaning they were answered by the agent.

By default, this column will only include inbound calls, but it can be set to include other call directions.

Note: A call that rang at multiple agents' phones before being answered will count as answered for the agent who actually picked up the phone but missed for the other agents.

For a list of filter definitions for Perfect of Calls Answered, see the Report Filter Criteria report.

Percent of Calls Missed

This value shows the percentage of the given agent's presented calls where the agent was involved in one or more ringing events, but no talking events, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

**Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Percent of Calls Missed, see the Report Filter Criteria report.

Presented Calls

This value shows the total number of calls in which the given agent was involved in at least one ringing event, meaning the agent had a chance to participate in the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

This column does not look for talking events. A call that contains at least one ringing event will count as presented, regardless of whether or not it was answered.
An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

For a list of filter definitions for Presented Calls, see the Report Filter Criteria report.

Question Score

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics. Once the scorecard questions have been answered, this value provides the score the agent received for the question(s) on the scorecard for the selected agent(s).

Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, then the column will appear empty upon running the report.

For a list of filter definitions for Question Score, see the Report Filter Criteria report.

Reason Count

"Reason" refers to the Reason Codes used in the Agent Dashboards module. Reason codes are customized codes that your agents can apply to the features of Do Not Disturb, Group Login, and Extension Login via the Agent Dashboards module. This value shows the number of times a reason code was used by a given agent.

For a list of filter definitions for Reason Count, see the Report Filter Criteria report.

Reason Duration

"Reason" refers to the Reason Codes used in the Agent Dashboards module. Reason codes are customized codes that your agents can apply to the features of Do Not Disturb, Group Login, and Extension Login via the Agent Dashboards module. This value shows the total, maximum, minimum, or average duration that an agent spent in a specific reason code.

For a list of filter definitions for Reason Duration, see the Report Filter Criteria report.

Ringing Duration

This shows the total, maximum, minimum, or average duration of all ringing events associated with the given agent.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria report.

Scorecards Scored

This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics. Once the scorecard questions have been answered, this value provides a count of how many scorecards have been scored for the given agent.

For a list of filter definitions for Scorecards Scored, see the Report Filter Criteria report.

Skill Enabled Duration

This value shows the total, maximum, minimum, or average duration that a Multimedia Voice agent is enabled (logged into) a Multimedia skill.

For a list of filter definitions for Skill Enabled Duration, see the Report Filter Criteria report.

Skill Handled Duration

This value shows the total duration of inbound calls with a talking event for the given agent while logged into a Multimedia skill.

For a list of filter definitions for Skill Handled Duration, see the Report Filter Criteria report.

Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the given agent to answer their phone when it started to ring. Speed of Answer is defined as the total duration of ringing events associated with an agent before a call's first talking event.

Note:

This column only applies to Inbound calls.
This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.

For a list of filter definitions for Speed of Answer, see the Report Filter Criteria report.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the given agent. This value combines and gives a total of all call directions (inbound, outbound, and internal).

For a list of filter definitions for Talking Duration, see the Report Filter Criteria report.

Time to Answer

Time to Answer is defined as the time between the call reaching the phone system and the first talking event of the call. However, only events that are associated with the given agent will be included in this value. This value shows the total, maximum, minimum, or average time it took for an inbound call to be answered.

Note:

This column only applies to Inbound calls.
This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.
In an Agent report, this column will gather similar information as a Speed of Answer column. This is because Agent reports automatically filter out all events that are not associated with the given agent before any other filtering is done. Because of this, ringing and voicemail events are the only possible event types that can be included in the Time to Answer value. Since voicemail events are not generally found before talking events, ringing events may constitute the majority, if not the entirety, of the final value. This situation is unique to Agent reports; in other report types, Time to Answer includes all events before the first talking event, regardless of their associations.

For a list of filter definitions for Time of Answer, see the Report Filter Criteria report.

Transfer Hold Duration

This value shows the total, maximum, minimum, or average duration of all transfer hold events associated with the given agent.

Note: A transfer hold is an event that is created while the agent is in the process of transferring the caller to another agent.

For a list of filter definitions for Transfer Hold Duration, see the Report Filter Criteria report.

User Ready Duration

This value shows the total, maximum, minimum, or average duration of time that the given user(s) are in a state of "ready", meaning that the agent was "ready" to take a call.

For a list of filter definitions for User Ready Duration, see the Report Filter Criteria report.

Voicemail Check Count

This value shows the total number of times the given agent checked their voicemail box.

For a list of filter definitions for Voicemail Check Count, see the Report Filter Criteria report.

Voicemail Check Duration

This value shows the approximate total, maximum, minimum, or average amount of time the given agent spent checking their voicemail box.

For a list of filter definitions for Voicemail Check Duration, see the Report Filter Criteria report.

Voicemail Duration

This value shows the total, maximum, minimum, or average duration of all voicemail events associated with the given agent.

For a list of filter definitions for Voicemail Duration, see the Report Filter Criteria report.

Voicemail Leave Count

This value shows the total number of times callers left voicemail messages for the given agent.

For a list of filter definitions for Voicemail Leave Count, see the Report Filter Criteria report.

Voicemail Leave Duration

This value shows the approximate total, maximum, minimum, or average duration of all voicemail messages left for the given agent.

For a list of filter definitions for Voicemail Leave Duration, see the Report Filter Criteria report.

Updated almost 4 years ago

Abandoned Calls

📘Abandoned Calls Being Answered

Abandoned Chat Count

Accepted Chat Count

Agent ACW Duration

Agent Do Not Disturb Duration

📘Do Not Disturb

Agent Idle Duration

Agent MCW Duration

Agent Ready Duration

Answered Calls

Average Calls Per Hour

Call Count

Call Duration

Call Event Cost

Calls Transferred by Agent

Calls Transferred to Agent

CDR Column Value

Chat Count

Chat Duration

Chat Queue Accept Count

Chat Queue Duration

Chat Queue Missed Count

Chat Speed of Answer

Chats with Phrase (Percent)

Composite Score

Daily Average Count

Dialing Duration

Discretionary Not Ready Time

Event Count

Event Duration

Expanded Question Score

Extension Login Duration

Feature Count

Feature Duration

Final Agent Call Count

Group Login Duration

Handled Calls

Hold Duration

Inbound Call Count

Initial Agent Call Count

Internal Call Count

Missed Calls

Missed Chat Offer Count

Multimedia ACW Duration

Multimedia Login Duration

Multimedia Snooze Count

Multimedia User Ready Duration

Outbound Call Count

Park Duration

Percent of Calls Abandoned

📘Abandoned Calls Being Answered

Percent of Calls Answered

Percent of Calls Missed

Presented Calls

Question Score

Reason Count

Reason Duration

Ringing Duration

Scorecards Scored

Skill Enabled Duration

Skill Handled Duration

Speed of Answer

Talking Duration

Time to Answer

Transfer Hold Duration

User Ready Duration

Voicemail Check Count

Voicemail Check Duration

Voicemail Duration

Voicemail Leave Count

Voicemail Leave Duration

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Abandoned Calls Being Answered

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Do Not Disturb

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Abandoned Calls Being Answered