Metrics associated the activity of the contact center.
The following tables list the metrics of Contact Center Activity aggregation panel, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
All
| Name | Metric |
|---|
| Available | # - Count The operator is logged in and ready to receive a new contact. They have no active contacts at the moment. |
| Busy | # - Count The operator is currently handling active contacts.- For voice, only one contact at a time is allowed.
- For chat, multiple simultaneous contacts may be handled, depending on system settings.
|
| Effective Busy | # - Count The operator is actively engaged with a contact (e.g., during the actual conversation), excluding wrap-up, hold, or idle time. |
| Effective Busy Time | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
The exact time the operator was actively engaged in conversations, not counting waiting or wrap-up time. |
| Logged In Time | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time the operator has been logged into the platform. |
| Pause | # - Count The operator is in pause mode.- They are not available to receive new contacts.
- This status begins when the operator clicks the pause button.
- There are different pause subtypes, such as:
- General Pause
- Active Contact Pause
- Technical Pause, etc.
|
| Time Available | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time the operator was available with no active contact, ready to receive new contacts. |
| Time Busy | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time the operator spent handling active contacts (voice or chat). |
| Time Pause | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time spent in pause mode, regardless of subtype. |
Inbound
| Name | Metric |
|---|
| Available - Inbound | # - Count Operator is available for inbound contacts. |
| Busy - Inbound | # - Count Operator is handling inbound contacts. |
| Time Available - Inbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time available the operator has for inbound interactions. |
| Time Busy - Inbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time busy the operator has for inbound interactions. |
| Total Time Inbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Full time dedicated to inbound activities (busy and available) |
Outbound
| Name | Metric |
|---|
| Available - Outbound | # - Count Operator is available for outboound interactions. |
| Busy - Outbound | # - Count Operator is handling incoming contacts. |
| Time Available - Outbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Total time available for inbound interactions. |
| Time Busy - Outbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Time spent on outbound activity. |
| Total Time Outbound | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
Full time dedicated to outbound activities (busy and available) |