Engage Voice 
Real-time reporting Cloud Profile widget metrics

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.
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