Data Dictionary

The total number of calls that were disconnected by the caller without being accepted by an agent. This includes interactions that disconnected before and after entering a queue.

This expression formats the Abandons count so that if there aren't any abandons for the given date range, 0.0 is entered in reports. In other words, if the value is null, 0.0 is displayed instead of not displaying any value.

The number of interactions that disconnected before entering a queue.

This expression formats the Abandons Before Queue count so that if there aren't any abandons that occur before interactions enter a queue, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of not displaying any value.

The number of abandons divided by the total number of interactions that entered the queue for the given date range.

Note: Transferred interactions that are abandoned are not included in this calculation.

This expression calculates the abandon rate and displays it as a decimal. For example, if there are 3 abandons out of 12 interactions that entered the queue, the abandon rate is 0.25.

The length of time from when an interaction starts and when the interaction is abandoned. This statistic only counts interactions that are queued and disconnected without being accepted by an agent.

This expression formats the Abandon Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss). For example, if the Abandon Time is 210 seconds, the expression formats it as 00:00:03:30.

The average amount of time that calls waited in a queue before disconnecting without being accepted by an agent. Avg Abandon Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The average number of interactions that were waiting in a queue when callers disconnected without being accepted by an agent.

This expression formats the Avg Queue Length when Abandoned statistic so that if there aren't any interactions waiting in the queue, then 0.0 is displayed in reports. In other words, if the value is null, 0.0 is displayed instead of a blank column.

The maximum amount of time that a call waited in a queue before disconnecting without being accepted by an agent. Max Abandon Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The total number of calls that entered a queue and disconnected without being accepted by an agent.

This expression formats the Queue Abandons statistic so that if there are no queue abandons during the specified date range, then 0.0 is displayed in reports. In other words, if the value is null, 0.0 is displayed instead of a blank column.

The amount of time that agents are logged in, and are both Not Ready and Not Allocated for the given date range.

Away Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that agents are either: 

• Ready and Allocated
• Not Ready and Allocated

Busy Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that agents are:

• Idle (Ready and Not Allocated)
• Busy (Ready and Allocated) or (Not Ready and Allocated)

Available Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that agents are logged in and have a Not Ready state for the given date range.

Not Ready Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that agents were in a Not Ready state as a result of rejecting work. In other words, the amount of time that agents were in a Paused state.

Paused Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that agents are logged in and have the Ready state for the given date range.

Ready Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The ratio of the agent's Ready time to their Online time.

The number of agents that worked with this interaction including agents that rejected the work.

• Example 1: If an agent is offered the interaction, but rejects it and the interaction is offered to another agent who accepts it, this column lists "2". This represents the first agent who rejected the work and the second agent who accepted the work.
• Example 2: If one agent began the interaction, but later transferred it to another agent, this column lists "2". This represents the first agent who accepted the work and the second agent who received the transfer.

The amount of time that elapsed from when a customer entered a queue to when they started an active conversation with an agent.

This expression formats the Answer Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss).

The average length of time that elapsed from when a customer entered the queue to when they started an active conversation with an agent for the given date range.

This expression formats the Avg Answer Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss).

For inbound interactions, the phone number, email address, or Facebook page ID that the customer contacted. For outbound interactions, the phone number used to contact customers, or the type of outbound interaction such as click to call, outbound (for SMS), or outbound-email.

The average length of time that an agent spent in conversation with a customer. This statistic is equal to Average Agent Talk Time in cases where a customer isn't placed on hold.

This expression formats the Average Agent Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The average length of time customers spent in conversation with one or more agents during an interaction during a given period of time. This statistic includes hold time.

This expression formats the Average Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The average length of time that an agent spent in conversation with a customer. This statistic is equal to Average Agent Talk Time in cases where a customer isn't placed on hold.

This expression formats the Average Agent Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The number of conversations that started during the specified date range. If a customer is transferred to multiple agents during the same interaction, it is considered as one conversation.

This expression formats the Conversations statistic so that if there aren't any interactions in conversation during the specified date range, then 0.0 is displayed in reports. In other words, if the value is null, 0.0 is displayed instead of a blank column.

The maximum amount of time customers were in conversation with agents during a given period of time. This statistic includes hold time.

This expression formats the Maximum Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The total length of time that an agent spent in conversation with a customer. This statistic is equal to Total Agent Talk Time in cases where a customer isn't placed on hold.Total Agent Conversation Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The total length of time customers were in conversation with one or more agents during an interaction for a given period of time. This statistic includes hold time.

This expression formats the Total Conversation Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

Flagged interactions are indicated by an exclamation mark (!) to show that these interactions may have missing data associated with them. For example, when there isn't a timestamp for when an agent left the interaction or the interaction left a queue. As a result, some of the data associated with the interaction may be inaccurate.

Flagged interactions are shown in the Interaction Detail, Interaction Details by Agent, and Interaction Details by Contact reports.

The average amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range.

This expression formats the Average Handle Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range. Handle Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The maximum amount of time that elapsed across interactions from when an agent accepted a work offer to when they ended their wrap-up phase for a given date range.

This expression formats the Maximum Handle Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The amount of time that an agent was on hold during an internal consult. Agent Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Out of the amount of time that an agent was online for the given date range, the amount of time that they spent on hold during an internal consult.

This expression calculates the percentage and shows it up to one place after the decimal. For example, 10.6%.

For the given date range, the average agent hold time for all instances that agents were put on hold. Interactions where agents weren't placed on hold aren't included. This expression calculates the ratio of total Agent Hold Time to total Agent Holds.

(Sum of all Agent Hold Time)/(Total Agent Holds)

Average Agent Hold Length is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: An agent is placed on hold twice: once for 60 seconds and 90 seconds.
• Interaction B: An agent is placed on hold twice: once for 60 seconds and another time for 30 seconds.
• Interaction C: No agents in the interaction is placed on hold.

In this example, the Average Agent Hold Length is 60 seconds (0:00:01:00):

(60+90+60+30)/4

For the given date range, the average length of time that agents were on hold during internal consults for all interactions. This expression calculates the ratio of the sum of all Agent Hold Time to the total number of interactions:

(Sum of all Agent Hold Time)/(Total Number of Interactions)

Average Agent Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: An agent is placed on hold twice: once for 60 seconds and 90 seconds.
• Interaction B: An agent is placed on hold twice: once for 60 seconds and another time for 30 seconds.
• Interaction C: No agents in the interaction is placed on hold.

In this example, the Average Agent Hold Time is 80 seconds or 1 minute 20 seconds (0:00:01:20):

(60+90+60+30)/3

For the given date range, the average hold time for all the instances that customers were placed on hold. Interactions where customers weren't placed on hold aren't included. This expression calculates the ratio of the sum of all Customer Hold Time to the total number of Customer holds.

(Sum of all Customer Hold Time)/(Total Customer Holds)

Average Customer Hold Length is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: The customer is placed on hold twice: the first time for 60 seconds and the second time for 90 seconds.
• Interaction B: The customer is placed on hold twice: for the first time for 60 seconds and the second time for 30 seconds.
• Interaction C: The customer isn't placed on hold.

In this example, the Average Customer Hold Length is 60 seconds (0:00:01:00):

(60+90+60+30)/2

For the given date range, the average length of time that customers were on hold during in interactions. Interactions where the customer wasn't placed on hold are included. The expression calculates the ratio of the sum of all Customer Hold Time to the total number of interactions:

(Sum of all Customer Hold Time/Total Number of Interactions)

Average Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: The customer is placed on hold twice: the first time for 60 seconds and the second time for 90 seconds.
• Interaction B: The customer is placed on hold twice: for the first time for 60 seconds and the second time for 30 seconds.
• Interaction C: The customer isn't placed on hold.

In this example, the Average Customer Hold Time is 80 seconds or 1 minute 20 seconds (0:00:01:20):

(60+90+60+30)/3

For all Agent Initiated Customer Holds during the given date range, the average length of time that an agent had a customer on hold. Time that a customer is on hold because the agent is in an internal consult is not included. This expression calculates the ratio of the sum of all Agent Initiated Customer Hold Time the total Agent Initiated Customer Holds:

(Sum of all Agent Initiated Customer Hold Time)/(Total Agent Initiated Customer Holds)

Avg Agent Initiated Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: The customer is on hold for 30 seconds.
• Interaction B: The customer is on hold for 60 seconds.
• Interaction C: The customer is on hold for 120 seconds while the agent is in an internal consult.

In this example, the Avg Agent Initiated Customer Hold Length is 45 seconds (0:00:00:45):

(30+60)/2

For all interactions during the given date range, the average length of time that an agent has a customer on hold. Time that a customer is on hold because the agent is in an internal consult is not included. This expression calculates the ratio of sum of all Agent Initiated Customer Hold Time to the total number of interactions:

(Sum of all Agent Initiated Customer Hold Time)/(Total Interactions)

Avg Agent Initiated Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

For example, consider the following interactions:

• Interaction A: The agent put the customer on hold for 30 seconds. The agent was not in an internal consult during this time.
• Interaction B: The agent put the customer on hold for 60 seconds. The agent was not in an internal consult during this time.
• Interaction C: The customer is on hold for 120 seconds while the agent is in an internal consult.

In this example, the Avg Agent Initiated Customer Hold Time is 30 seconds (0:00:00:30):

(30+60)/3

The number of times that the customer was put on hold during an interaction.

This expression formats Customer Holds so that if there aren't any customer holds, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of not showing any value.

The number of times that a customer was put on hold for the given period of time.

The amount of time that an agent was on hold during an internal consult. This expression formats Agent Hold Time in days, hours, minutes, and seconds (d:hh:mm:ss).

The total time that an interaction is put on hold during the life of an interaction. For example, if an agent puts a customer on hold once for 20 seconds and then transfers the interaction to another agent who puts the interaction on hold twice 40 seconds and 35 seconds, the hold time is 95 seconds (20+40+35).

Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)

The number of interactions (only received from a queue) that an agent accepts for a given date range.

The time from when an interaction starts to when the customer hangs up. The interaction begins when the flow first receives the customer's call or initial message and ends when the customer hangs up. This statistic does not include the agent’s wrap up time.

This expression formats the Interaction Time in days, hours, minutes, and seconds (dd:hh:mm:ss).

The total number of interactions that started during the given date range.

This expression formats the Total Interactions statistic so that if there weren't any interactions that started during the given period of time, then 0 is displayed in reports. In other words, if the value is null, 0 is displayed instead of a blank column.

The number of outbound calls made using Click to Dial or the dial pad.

The total talk time for outbound calls made using Click to Dial or the dial pad.

Outbound Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time from when the customer requested a callback to when the callback was initiated.

The total number of times that interactions entered a queue for a given date range. This statistic only counts the first queue entry for the interaction. If a call is transferred to a second queue, only one queue entry is counted for the interaction.

The number of times that an interaction entered a queue. This includes:

• The first time that the interaction entered a queue, and
• Subsequent entries to a queue after the work was accepted by an agent. For example, transfers to a queue are included.

This statistic does not include entries into a queue as a result of an agent rejecting the work.

For example, if an interaction enters a queue, there is a count of 1. If the interaction is offered to an agent who rejects the work, the interaction goes back into the queue. This re-entry isn't counted. If an agent then accepts the interaction and later transfers it to another queue, the Queue Interactions count becomes 2.

The number of interactions that waited in the queue for less than 20 seconds during the given date range.

This expression formats the Queue Length Under 20 seconds statistic so that if there weren't any interactions accepted in less than 20 seconds during the specified date range, then 0.0 is displayed in reports. In other words, if the value is null, 0.0 is displayed instead of a blank column.

For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned.

Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

For the given date range, the total amount of time that elapsed across interactions from when they entered a queue until the work was either accepted by an agent or the caller abandoned.

Total Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The amount of time that elapsed from when an agent received the customer's text based message and the agent sent a reply. In other words, this is the length of time that an agent spends responding to the customer. Agent Response Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

This expression formats the Total Queue Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss).

The number of interactions where customers hung up or disconnected during a secure collection.

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, SLA uses the following thresholds:

• SLA Threshold: 20 seconds
• SLA Abandon Type: Ignore Abandons
• Abandon Threshold: 20 seconds

This expression calculates the SLA value and displays it as a decimal up to two places after the decimal.

Percentage of interactions (expressed as decimal) that were transferred to a second queue and started an active conversation with an agent within a 60 second threshold.

For example: A call enters the queue and is answered by Agent 1. Agent 1 transfers the call to another queue and Agent 2 answers the call within 30 seconds. This is where the SLA is being measured for this metric. In this example, the transfer counts as meeting SLA because Agent 2 answered the call in less than 60 seconds. The SLA is being measured when calls are in the queue for 60 seconds or less before they are answered. This metric represents the calls transferred to a second queue. If calls are transferred again to queues after this, those transfers are not considered as part of the SLA for Transfer Queue metric. This expression calculates the SLA value and displays it as a decimal. For example, a decimal value 0.76 for the SLA equals 76% of calls were answered within the 60 second threshold.

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, SLA Percent uses the following thresholds:

• SLA Threshold: 20 seconds
• SLA Abandon Type: Ignore Abandons
• Abandon Threshold: 20 seconds

This expression calculates the SLA Percent value and displays it as a decimal up to two places after the decimal.

The length of time that the agent spent talking to a customer. This statistic doesn't include hold time. Agent Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss)

Out of the amount of time that the agent was online for the given date range, the amount of time they spent talking to customers.

This expression calculates the value and formats it as a percentage to one place after the decimal.

The average amount of time agents spent talking with customers for the given date range.

This expression formats the Average Agent Talk Time statistic in days, hours, minutes, and seconds (dd:hh:mm:ss)

The time, in your tenant's timezone, that the interaction ended.

The time, in your tenant's timezone, that the interaction started.

The time that the agent has accepted a work item. This includes voice, email, messaging, and SMS.

The time that the agent disconnected from the work item. This includes voice, email, messaging, and SMS.

The total number of transfers that were initiated during the given date range. This statistic includes transfers that completed successfully as well as those that didn't complete. If more than one transfer is initiated in an interaction, each transfer is counted.

This expression formats the statistic so that if there aren't any transfers for the given date range, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of a blank column.

Out of all of the work accepted, the amount of transfers that were initiated.

For example, if agents accepted work 15 times and 4 transfers were initiated, then the transfer percent value is 26.7%

This expression calculates the Transfer Percent and displays the value up to one place after the decimal. If there isn't any work accepted or transfers initiated for the given date range, then 0.0% displays in reports. In other words, if the value is null, 0.0% is displayed instead of a blank column.

The total number of transfers that were initiated during the given date range. This includes transfers that successfully complete and those that don't successfully complete.

This expression formats the statistic so that if there aren't any transfers for the given date range, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of a blank column.

For the given date range, the average amount of time that elapsed from when an agent was offered work to when the agent accepted the work. This statistic is not counted if the work is not accepted

Average Work Accepted Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

The number of work offers where either the flow cancels the work offer or the customer abandons before the agent accepts or rejects the interaction.

The average amount of time that an agent was logged in and was in the Wrap-Up state for the given period of time.

Avg Wrap Up Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

The amount of time that an agent was logged and had the Wrap-Up state during a given period of time. Wrap Up Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Out of the amount of time that the agent was online for the given date range, the amount of time that they spent in a Wrap Up state.

This expression calculates this percentage and shows it up to one place after the decimal. For example, 5.7%.