Learn how we define the fundamental data you see in your contact center reports so that you can confidently drive better outcomes for your business.

• Abandoned Calls: This is the count of interactions removed from the queue due to caller-initiated disconnection. This may include hang ups, dropped calls, or calls ended because of technical issues.
  Note: When a caller hangs up in the dial plan before entering a queue, this is characterized as hang up in dial plan reporting, and not reported as an abandoned call in contact center reporting.
• ATT: Average Talk Time (see definition for talk time)
• Average speed of answer: The average time takes for calls to be answered by a customer service representative or agent after they enter the queue. (Average Speed of Answer = (Wait Time + Ring Time) / Number of calls answered)
  Note: This metric is also displayed in wallboard widgets for real-time monitoring.
• Disposition: Outcome of the call.
• Direct Inbound (Call Type): This is the amount of calls made to an agent via their personal extension (line) or a ring group. If an agent receives a transferred call from another agent, the transferred call is displayed as a direct inbound call for the given agent, regardless if it was originally a queue call made to the transferring agent.
• Evicted: Can be categorized in one of the following ways:
  • Evicted customer: Callers dequeued due to their own actions, such as pressing * on their keypad (DTMF Exit).
  • Evicted system: Callers dequeued by the system, including actions such as exceeding the defined timeout on the queue node, and settings within the queue such as maximum callers, allowing callers into an empty queue, and removing callers when the queue has no agents.
  • Evicted user: Callers dequeued due to actions performed by a GoTo supervisor/admin, such as picking up a call, transferring a call, or cancelling a callback.
• From: This is the contact information of the person who called into a particular queue.
• Handled Contacts: This is the amount of contacts that have called into a queue and connected with an agent.
• Missed Ring Attempts: Missed Ring Attempts is the count of call dispatches consecutively missed by agents for the filter selection. A missed ring attempt occurs when an agent receives a call from queue which is not answered (typically ignored or declined) before the defined Connect Timeout. A ring attempt does not count as missed in a Ring All strategy if another agent answers a call on the same dispatch.
• Outbound (Call Type): This is the amount of calls made from an agent via their personal extension (line) or a ring group. Calls made by campaigns are excluded from this call type.
• Pending: Callback requested and waiting for a return call.
• Queue (Call Type): This is the amount of inbound calls that were dispatched to an agent by a queue.
• Talk Time: The amount of time a caller and agent were connected, minus the time of any holds.
• Time in Queue: This is the amount of time a caller was in a single queue. It does not begin when the call starts, unless the number dialed goes directly to a queue rather than a dial plan with an option menu.
• Total Utilized: The sum of an agent's available and working time, a representation of how long they were either prepared to work or busy working. Total Utilized also correlates to logged in time minus pause time.
• Utilization: A measure of an agent's available and working time, out of their total logged in time. The percentage of their day they are ready to work or working. Utilization also correlates to logged in time minus pause time out of the total logged in time.
• Wait time: Shows the average time callers waited in the selected queue(s), including callback, for each day (or hour if filtered below two days).