Engage Voice 
Real-time reporting Inbound widget metrics

Here are the metrics or attributes that comprise this widget:
  • Name: The name of the queue.
  • Pres (Presented): The total number of calls, both inbound and outbound, handled by a queue for that day. If a queue allows for queued callbacks, the initial inbound call to request a callback and the outbound callback will each count as one presented call on that queue.
  • Ans (Answered): The total number of calls connected with an agent for that day.
  • Avg SOA (Average Speed of Answer): The daily average of the time between when calls entered the queue and when they were connected to an agent.
  • Aba (Abandoned): The daily total number of calls in which the caller hung up the call while in queue, prior to being connected to an agent.
  • Def (Deflected): The daily total number of calls in which the caller or the system designated another routing option prior to being connected to an agent. Examples of this include, but are not limited to, queued callbacks, options to leave a voicemail, and requests triggered by queue events.
  • Short Calls (Short Calls): A custom metric you designate per queue. When configuring a queue, you set the length of what is considered a short talk time duration. This is the total number of calls that equals or falls below that duration per day.
  • Long Calls (Long Calls): A custom metric designated per queue. When configuring a queue, you set the length of what is considered long talk time duration. This is the total number of calls that equals or exceeds that duration per day.
  • Short Aba (Short Abandon Rate): A custom metric designated per queue. When configuring a queue, an admin may determine that a caller hanging up prior to a specific wait time in queue did not allow for enough time for an agent to answer even if the SLA specifies a different amount. This is the total number of abandoned calls that equals or falls below that designated queue wait time.
  • Avg Aba (Average Abandon Rate): The daily average of the time in which callers hung up the call while in queue before being connected to an agent.
  • Avg Talk (Average Talk Time): The daily average of time in which agents were engaged on calls in the queue.
  • Live (Active): The current number of calls in the queue that are in the stages of queued, routing, or connected.
  • Queued (Queued Calls): The current number of calls waiting to be connected to an agent.
  • Routing (Routing Calls): The current number of calls that the system is attempting to dequeue to an agent.
  • Conn. (Connected Calls): The current number of inbound calls that have been connected to an agent or that are currently connected to a transfer destination.
  • Max Q (Max Queue Time): The highest wait time of a caller currently in that queue.
  • Avg Q (Average Queue Time): The daily average wait time that callers spent in queue.
  • Staffed (Staffed Agents): The current number of agents who are assigned to that queue and logged into the agent interface.
  • Avail (Available Agents): The current number of agents who are assigned to that queue and in an Available state.
  • Success (Successful Calls): The daily count of the successful disposition for that queue. Admins are able to designate which dispositions are considered successful when configuring agent dispositions for a queue.
  • Util % (Utilization %): The percentage of agents that are currently logged in that are engaged on calls on that queue.
  • SLA % (Service Level Agreement Percentage): A custom metric designated per queue. When configuring a queue, an admin will enter a goal queue wait time within which calls should be answered. This is a daily percentage of how many calls were answered within that set goal.
  • SLA Fail (Service Level Agreement Fail): A custom metric designated per queue. When configuring a queue, an admin will enter a goal queue wait time within which calls should be answered. This is a daily percentage of how many calls were not answered within that set goal.
  • SLA Pass (Service Level Agreement Pass): A custom metric designated per queue. When configuring a queue, an admin will enter a goal queue wait time within which calls should be answered. This is a daily count of how many calls were answered within that set goal.
  • SLA Unqualified (Service Level Agreement Unqualified): Short abandon calls and deflected calls with a queue time shorter than the set SLA setting are not counted when evaluating for the SLA.
  • State (Open/Closed State): Displays whether the queue is currently open or closed based on the daily schedule set up by an admin.

Helpful hint!

The SLA metrics reported will be according to the settings that were in effect during the call. This means if SLAs are adjusted, this will be reflected in the Real-Time report generated.
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