Engage Voice
Real-time reporting Cloud Profile widget metrics

Last updated on July 23, 2021

Here are the metrics or attributes that comprise this widget:

Profile Name: The name of the cloud profile.
Active Calls: The number of calls that are currently being handled by agents.
Routing Calls: The current number of calls that the system is attempting to dequeue to a cloud destination.
Connected Calls: The current number of inbound calls that have been connected to a cloud destination.
Presented Calls: The number of calls that have entered the cloud profile routing options.
Accepted Calls: The number of calls to the cloud profile that have been connected to a cloud destination.
Average SOA (Average Speed of Answer): The average amount of time it takes for calls to the cloud profile to be answered.
Average Talk: The average time a cloud destination is connected to a call.
Abandoned Calls: The number of calls where a caller hung up while waiting to be answered.
Average Abandon: The average time that callers have waited for an answer before hanging up.
Deflected Calls: The number of calls disconnected by the system before connecting to a cloud destination.
Short Call Count: The number of calls lasting less than the duration defined in the cloud profile.
Long Call Count: The number of calls lasting longer than the duration defined in the cloud profile.