Engage Voice | Measures and attributes

Table of contents

Measures are defined as computational expressions of numerical or quantitative data, while attributes are non-measurable descriptors used to break down metrics and measures. Attributes represent qualitative data. 
 
This means that measures are data that can be ‘sliced’ by attributes.
 
For example, Agent Count — the number of agents logged in during a time interval — is a measure. Agent Location is an attribute. If you were to create a report, Agent Count can be ‘sliced’ by Agent Location to display, say, a bar graph of the number of agents per location.
 
You also need to know where data from the data catalog (left panel in the analytical designer that contains measures and attributes) are being pulled from, and what their relationships are to each other. There’s more to creating reports than just understanding report types. Not all measures can be ‘sliced’ by all attributes. Certain attributes don’t work on certain measures. This is where the concept of logical data models (LDMs) comes in.

Logical data models

The data used in creating measures and attributes pulled from your contact center’s database are organized into datasets. In Historical reports, a dataset is a basic organizational unit for these data. It is a set of related measures, a set of attributes, or a set of both.
 
Datasets are connected to one another to create exclusive relationships. For example, Dataset A is connected to Dataset B, but is not connected to Dataset C. Dataset B, on the other hand, is connected to Dataset C. This means that A can interact with B but not with C and vice versa. However, B can interact with both A and C. 
 
Try to imagine each dataset as boxes with data in them. Datasets connected to one another constitute a logical data model (LDM). The LDM in Historical reports is used to determine which data can interact with another data. 
 
In Historical reports, there are two important datasets for data: segment and agent state. Some data are tagged and can be found under those categories, while some are not. When you drag a measure or an attribute to a section on the canvas, the data catalog will repopulate and only data compatible with the one on the canvas will appear in the catalog. 
 
It is also important to understand the concept of the segment and agent state datasets, so you don’t confuse compatible data with incompatible data when conceptualizing reports you want to create.

Segment

Segments or call segments are the smaller portions of an interaction between a call’s consecutive states. These consecutive states are parts of a call associated with a specific ‘product’ like an IVR or a queue. Each portion or segment is independent of another segment of that call. To better understand this, read the example below.
 
Let's look at calls from the perspective of the caller. Let’s say you call a contact center. You get an IVR (Segment 1) which then transfers you to a queue for an agent (Segment 2). After talking to that agent, it turns out you chose the wrong queue so the agent transfers you to the right queue. After waiting for a long time in that queue, you hang up (Segment 3). From your perspective as a caller, you consider all those transfers and queues as one long call.
 
However, from the contact center’s perspective, that wasn’t just a long call but rather a series of segments independent from one another. Getting an IVR (Segment 1) is independent from getting on a queue and talking to an agent (Segment 2), and so on.
Segment diagram

Agent State

Agent states include both call-related and non-call-related agent time. Agent states are the agent’s status like Available, On Break, Engaged, and so on. The sum of all agent states, when logged in, is called ‘Login’ in this LDM. 
Agent state diagram

Measures

Measures are computational expressions of numerical or quantitative data. These are data where mathematical functions can be performed. We built a set of pre-defined Measures based on the available list of facts and attributes, according to our released logical data model. Based on standard Measures, you can create calculated Measures and modify standard Measures with Attribute filters.
Calculated measures
In case you need any custom Measures, please reach out to your account manager. 
 
Measures are grouped into the following sections:
Note: Measures marked as ‘Digital’ you may see in the UI are for a future release.

Agent State

Name
Definition
MQAL Expression or Formula
Agents
Number of agents logged in during the interval.
SELECT(SELECT IFNULL(COUNT([Agent ID], [Records of Agent State]),0) BY [Date (Started)]) + [0 for Every Started Date]
Away Time
Total time an agent is in an Away state.
SELECT SUM([Duration]) where [Base State] = [AWAY]
Break Time
Total time an agent is in a Break state.
SELECT SUM([Duration]) where [Base State] = [ON-BREAK]
Digital Agent Engaged Time
Time agent spent in engaged state.
SELECT SUM([Digital Duration]) WHERE ([Digital State] = [CHAT-ENGAGED])
Digital Agent Login Utilization
Percentage of an agent’s login time spent handling digital customer interactions.
SELECT ROUND( 100 * [Digital Agent Engaged Time] / [Total Agent Login Time] ) / 100.0
Digital Agent Occupancy %
Time that an agent is engaged in productive work as a percentage of the time they are available to do productive work.
SELECT [Digital Agent Engaged Time] / ([Digital Agent Engaged Time] + [Digital Available Time])
Digital Agent State Time
Total time agent spent in some digital state. Use as base metric to filter by specific digital states.
SELECT SUM([Digital Duration])
Digital Agent State Time
Total time agent spent in some digital state. Use as base metric to filter by specific digital states.
SELECT SUM([Digital Duration])
Digital Agent Utilization
Percentage of paid time that agents are either performing productive work or available to handle customer transactions in digital channels.
SELECT ([Digital Agent Engaged Time] + [Digital Available Time]) / [Total Agent Login Time]
Digital Available Time
Total time agent spent in CHAT-AVAILABLE state.
SELECT SUM([Digital Duration]) WHERE [Digital State] = [CHAT-AVAILABLE]
Digital Available Time %
Percentage of the login time that agent was available for a new digital interaction.
SELECT ROUND(100 * (SELECT SUM([Digital Duration]) WHERE [Digital State] = [CHAT-AVAILABLE]) / [Total Agent Login Time]) / 100.0
Digital Non-Working Time %
Percentage of the login time that agent wasn't engaged with a digital interaction but was available.
SELECT 1- [Digital Working Time %]
Digital Other Time %
Percentage of the login time that agent wasn't engaged with a digital interaction, and wasn't available for digital interactions.
SELECT 1 - ([Digital Available Time %] + [Digital Agent Login Utilization])
Digital Working Time %
Percentage of the login time that agent was engaged with a digital interaction.
SELECT ROUND(100 * (SELECT SUM([Digital Duration]) WHERE [Digital State] IN ([CHAT-AVAILABLE],[CHAT-ENGAGED],[CHAT-RNA],[CHAT-PRESENTED])) / [Total Agent Login Time]) / 100.0
Lunch Time
Total time an agent is in a Lunch state.
SELECT SUM([Duration]) where [Base State] = [LUNCH]
Pending Disposition Time
Total time an agent is in any state after a call before submitting a call disposition.
SELECT SUM([Duration]) where [Pending Disposition] = [Yes]
Total Agent Login Time
Total time an agent is logged in.
SELECT SUM([Duration]) BY ALL [Pending Disposition], ALL [Base State], ALL [State], ALL [Digital State]
Total Agent Work Hours
Total time an agent spent working (expressed in number of hours).
SELECT [Voice Working Time %] / 3600
Training Time
Total time an agent is in a Training state.
SELECT SUM([Duration]) where [Base State] = [TRAINING]
Voice Agent Engaged Time
Time agent spent in engaged state.
SELECT SUM([Duration]) WHERE [Base State] IN ([ENGAGED], [WORKING])
Voice Agent Login Utilization
Percentage of an agent’s login time spent handling voice customer interactions.
SELECT ROUND( 100 * [Voice Agent Engaged Time] / [Total Agent Login Time] ) / 100.0
Voice Agent Occupancy %
Time that an agent is engaged in productive work as a percentage of the time they are available to do productive work.
SELECT [Voice Agent Engaged Time] / ([Voice Agent Engaged Time] + [Voice Available Time])
Voice Agent State Time
Total time agent spent in some voice state. Use as base metric to filter by specific voice states.
SELECT SUM([Duration])
Voice Agent Utilization
Percentage of paid time that agents are either performing productive work or available to handle customer transactions in the voice channel.
SELECT ([Voice Agent Engaged Time] + [Voice Available Time]) / [Total Agent Login Time]
Voice Available Time
Total time agent spent in Available state.
SELECT SUM([Duration]) WHERE [Base State] = [AVAILABLE]
Voice Available Time %
Percentage of the login time that agent spent in some voice state. Use as base metric to filter by specific voice states.
SELECT ROUND(100 * [Voice Available Time] / [Total Agent Login Time]) / 100.0
Voice Non-Working Time %
Percentage of the login time that agent spent in some voice state. Use as base metric to filter by specific voice states.
SELECT SUM([Duration]) - [Voice Working Time %]
Voice Other Time %
Percentage of the login time that agent wasn't engaged with a voice interaction, and wasn't available for voice interactions.
SELECT 1 - ([Voice Available Time %] + [Voice Agent Login Utilization])
Voice Working Time %
Percentage of the login time that agent was engaged with a voice interaction.
SELECT ROUND(100 * (SELECT SUM([Duration]) WHERE [Base State] IN ([WORKING], [TRANSITION], [AVAILABLE], [ENGAGED], [TRAINING])) / [Total Agent Login Time]) / 100.0
Voice Agent Non-Utilized Time %
Percentage of paid time that agent is not performing productive work or is not available to handle customer transactions in the voice channel.
SELECT ([Total Agent Login Time] - [Voice Agent Engaged Time] - [Voice Available Time]) / [Total Agent Login Time]
Voice Agent Non-Utilized Time
Paid time that agent is not performing productive work or is not available to handle customer transactions in the voice channel.
SELECT ([Total Agent Login Time] - [Voice Agent Engaged Time] - [Voice Available Time])

Bucket

Name
Definition
MQAL Expression or Formula
Queue Answered in 20 - 40 seconds %
Percentage of handled queueing attempts that were connected to agents while waiting for more than 20, but less than 40 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 10] IN ([3],[4])) / [Queue Inbound Accepted Count]
Queue Answered in 40 - 60 seconds %
Percentage of handled queueing attempts that were answered after waiting from 40 to 60 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 10] IN ([5],[6])) / [Queue Inbound Accepted Count]
Queue Answered in 60 - 120 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting from 60 to 120 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [2]) / [Queue Inbound Accepted Count]
Queue Answered in 120 - 180 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting for 120 to 180 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [3]) / [Queue Inbound Accepted Count]
Queue Answered in 180 - 240 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting for 180 to 240 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [4]) / [Queue Inbound Accepted Count]
Queue Answered in 240 - 300 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting for 240 to 300 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [5]) / [Queue Inbound Accepted Count]
Queue Answered in 300 - 600 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting for 300 to 600 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([6],[7],[8],[9],[10])) / [Queue Inbound Accepted Count]
Queue Answered in 900 - 1200 seconds %
Percentage of handled queueing attempts that were connected to agents after waiting for 900 to 1200 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([16],[17],[18],[19],[20])) / [Queue Inbound Accepted Count]
Queue Answered in 600 - 900 seconds %
Percentage of handled queueing attempts that were connected to agents in 600 to 900 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([11],[12],[13],[14],[15])) / [Queue Inbound Accepted Count]
Queue Answered after 1200 seconds %
Percentage of handled queueing attempts that were answered after waiting in queue over 1200 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [21]) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 20 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 20 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 10] IN ([0],[1],[2])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 40 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 20 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 10] IN ([0],[1],[2],[3],[4])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 60 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 60 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 120 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 120 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1],[2])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 180 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 180 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 240 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 240 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 300 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 300 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4],[5])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 600 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 600 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4],[5],[6],[7],[8],[9],[10])) / [Queue Inbound Accepted Count]
Queue Answered in 0 - 1200 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 1200 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE NOT [Wait Bucket 60] IN ([N/A],[21])) / [Queue Inbound Accepted Count]
Queue Answered after 240 seconds
Number of queueing attempts that were answered after waiting in queue for more than 240 seconds.
SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] NOT IN ([N/A],[0],[1],[2],[3],[4])
Queue Answered after 600 seconds
Number of queueing attempts that were answered after waiting in queue over 600 seconds.
SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] NOT IN ([N/A],[0],[1],[2],[3],[4],[5],[6],[7],[8],[9],[10])
Queue Answered after 1200 seconds
Number of queueing attempts that were answered after waiting in queue over 1200 seconds.
SELECT [Queue Inbound Accepted Count] WHERE [Wait Bucket 60] = [21]
Queue Answered in 0 - 900 seconds %
Percentage of handled queueing attempts that were connected to agents in 0 to 900 seconds.
SELECT (SELECT [Queue Inbound Accepted Count] WHERE NOT [Wait Bucket 60] IN ([N/A],[N/A4],[17],[N/A0],[19],[20],[21])) / [Queue Inbound Accepted Count]
Queue Abandoned in 20 - 40 seconds %
Percentage of abandoned queueing attempts that were abandoned while waiting more than 20, but less than 40 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 10] IN ([3],[4])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 40 - 60 seconds %
Percentage of abandoned queueing attempts that were abandoned while waiting from 40 to 60 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 10] IN ([5],[6])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 60 - 120 seconds %
Percentage of abandoned of queueing attempts that were abandoned in 60 to 120 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [2]) / [Queue Inbound Abandoned Count]
Queue Abandoned in 120 - 180 seconds %
Percentage of abandoned queueing attempts that were abandoned in 120 to 180 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [3]) / [Queue Inbound Abandoned Count]
Queue Abandoned in 180 - 240 seconds %
Percentage of abandoned queueing attempts that were abandoned in 180 to 240 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [4]) / [Queue Inbound Abandoned Count]
Queue Abandoned in 240 - 300 seconds %
Percentage of abandoned queueing attempts that were abandoned in 240 to 300 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [5]) / [Queue Inbound Abandoned Count]
Queue Abandoned in 300 - 600 seconds %
Percentage of abandoned queueing attempts that were abandoned in 300 to 600 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([6],[7],[8],[9],[10])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 900 - 1200 seconds %
Percentage of abandoned queueing attempts that were abandoned in 900 to 1200 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([16],[17],[18],[19],[20])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 600 - 900 seconds %
Percentage of abandoned queueing attempts that were abandoned in 600 to 900 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([11],[12],[13],[14],[15])) / [Queue Inbound Abandoned Count]
Queue Abandoned after 1200 seconds %
Percentage of abandoned queueing attempts that were abandoned after waiting in queue over 1200 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [21]) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 60 seconds %
Percentage of handled queueing abandoned attempts that were abandoned to agents in 0 to 60 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 120 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 120 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1],[2])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 240 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 240 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 1200 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 1200 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE NOT [Wait Bucket 60] IN ([N/A],[21])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 180 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 180 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 300 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 300 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4],[5])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 600 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 600 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] IN ([0],[1],[2],[3],[4],[5],[6],[7],[8],[9],[10])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 900 seconds %
Percentage of abandoned queueing attempts that were abandoned in 0 to 900 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE NOT [Wait Bucket 60] IN ([N/A],[N/A4],[17],[N/A0],[19],[20],[21])) / [Queue Inbound Abandoned Count]
Queue Abandoned after 240 seconds
Number of queueing attempts that were abandoned after waiting in queue for more than 240 seconds.
SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] NOT IN ([N/A],[0],[1],[2],[3],[4])
Queue Abandoned after 600 seconds
Number of queueing attempts that were abandoned after waiting in queue over 600 seconds.
SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] NOT IN ([N/A],[0],[1],[2],[3],[4],[5],[6],[7],[8],[9],[10])
Queue Abandoned after 1200 seconds
Number of queueing attempts that were abandoned after waiting in queue over 1200 seconds.
SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 60] = [21]
Queue Abandoned in 0 - 20 seconds %
Percentage of handled queueing abandoned attempts that were abandoned to agents in 0 to 20 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 10] IN ([0],[1],[2])) / [Queue Inbound Abandoned Count]
Queue Abandoned in 0 - 40 seconds %
Percentage of handled queueing abandoned attempts that were abandoned to agents in 0 to 40 seconds.
SELECT (SELECT [Queue Inbound Abandoned Count] WHERE [Wait Bucket 10] IN ([0],[1],[2],[3],[4])) / [Queue Inbound Abandoned Count]

IVR Inbound

Name
Definition
MQAL Expression or Formula
Active Inbound IVRs
Number of IVRs serving inbound calls.
SELECT COUNT([Product]) WHERE [Product Type] = [IVR] AND [Call Type] = [INBOUND]
IVR Inbound Abandon Rate
Percentage of inbound interactions that were abandoned in IVRs out of all inbound interactions handled by IVRs.
SELECT ROUND(100 * [IVR Inbound Abandoned Count] / [IVR Inbound Interactions Count]) / 100
IVR Inbound Abandoned Count
Number of inbound interactions that were abandoned in IVR.
SELECT [IVR Inbound Interactions Count] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
IVR Inbound External Transfer Failure Count
Number of failed external transfers of inbound interactions from IVR.
SELECT [IVR Inbound Interactions Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Failed], [External Transfer Failure])
IVR Inbound External Transfer Failure Rate
Percentage of failed external transfers of inbound interactions from IVR.
SELECT ROUND(100 * [IVR Inbound External Transfer Failure Count] / [IVR Inbound Interactions Count]) / 100
IVR Inbound External Transfer Success Count
Number of successful external transfers of inbound interactions from IVR.
SELECT [IVR Inbound Interactions Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Success])
IVR Inbound External Transfer Success Rate
Percentage of successful external transfers of inbound interactions from IVR.
SELECT ROUND(100 * [IVR Inbound External Transfer Success Count] / [IVR Inbound Interactions Count]) / 100
IVR Inbound External Transfer Talk Time
Total talk time for external transfers of inbound interactions done by IVR.
SELECT [Talk Time] WHERE [Product Type] = [IVR] AND [Call Type] = [INBOUND] AND [Call Result] IN ([External Transfer Success])
IVR Inbound Handle Time
Total handle time of inbound interactions in IVR.
SELECT [Handle Time] WHERE [Product Type] = [IVR] AND [Call Result] NOT IN ([External Transfer Success])
IVR Inbound Interactions Count
Number of inbound interactions that were handled by IVR.
SELECT [Interactions] WHERE [Product Type] = [IVR] AND [Call Type] = [INBOUND]
IVR Inbound Passed Count
Number of inbound interactions that passed IVR.
SELECT [IVR Inbound Interactions Count] WHERE [Call Result] IN ([Inbound Deflected], [External Transfer Failure], [External Transfer Failed], [External Transfer Success])
IVR Inbound Passed Rate
Percentage of inbound interactions that passed IVR out of all inbound interactions handled by IVRs.
SELECT ROUND(100 * [IVR Inbound Passed Count] / [IVR Inbound Interactions Count]) / 100
IVR Inbound Unique Callers Count
Number of unique ANI in inbound IVR interactions.
SELECT COUNT([ANI]) WHERE [Product Type] = [IVR] AND [Call Type] = [INBOUND]

IVR Custom Fields

Name
Definition
MQAL Expression or Formula
Having IVR Custom Value Count
Number of interactions having an IVR custom value attached by an IVR script.
SELECT COUNT([UII],[Records of Custom Field])
Segments (IVR Custom Fields)
Total number of call segments having IVR custom fields attached. Used in reports with attributes/facts with custom fields.
SELECT COUNT([Segment Key],[Records of Custom Field])

Outbound

Name
Definition
MQAL Expression or Formula
Outbound Abandon Rate
Rate of outbound abandoned calls to the total number of answered calls.
SELECT [Outbound Abandoned Count] / [Outbound Answered Count]
Outbound Abandoned Count
Number of outbound abandoned calls or answered calls that were not connected to an agent.
SELECT [Segments] WHERE [Call Result] = [Outbound Abandoned]
Outbound Answered Count
Number of outbound calls answered by the party called.
select [Outbound Call Attempts Count] where [Call Result] = [Outbound Answered] OR [Call Result] = [Outbound Abandoned] OR [Call Result] = [Outbound Answer Not Person] OR [Call Result] = [Outbound Machine]
Outbound Answering Machine Count
Number of outbound calls answered by answering machines.
SELECT [Outbound Call Attempts Count] where [Call Result] = [Outbound Machine]
Outbound Busy Count
Number of calls tagged as busy.
SELECT [Outbound Call Attempts Count] where [Call Result] = [Outbound Busy]
Outbound Call Attempts Count
Count of outbound call attempts.
SELECT [Segments] WHERE [Product Type] = [Campaign] AND [Index] = [1]
Outbound Complete Count
Number of outbound calls marked as complete in the disposition.
SELECT [Segments] WHERE [Complete] = [Yes] AND [Product Type] = [Campaign]
Outbound Contact Count
Outbound calls that resulted in contact.
SELECT [Outbound Call Attempts Count] WHERE [Contact] = [Yes]
Outbound Contact Rate
Rate of outbound calls making contact to total dial attempts.
SELECT [Outbound Contact Count] / [Outbound Call Attempts Count]
Outbound Intercept Count
Number of outbound call attempts with Intercept call results.
SELECT [Outbound Call Attempts Count] where [Call Result] = [Outbound Intercept]
Outbound Leads Complete By Product %
Percentage of completed leads by product.
SELECT (SELECT [Outbound Leads Complete Count]) / (SELECT [Outbound Leads Complete Count] by [Product ID] all other)
Outbound Leads Complete Count
Number of completed leads.
SELECT [Segments] WHERE [Lead Complete] = [Yes]
Outbound Live Answered %
Percentage of live answered calls to the total call attempts.
SELECT [Outbound Live Answered Count] / [Outbound Call Attempts Count]
Outbound Live Answered Count
Number of outbound call attempts answered by a live person.
SELECT [Outbound Call Attempts Count] where [Call Result] = [Outbound Answered]
Outbound No Answer %
Percentage of unanswered calls to the total calls attempt.
SELECT [Outbound No Answer Count] / [Outbound Call Attempts Count]
Outbound No Answer Count
Number of outbound call attempts that were not answered.
SELECT [Outbound Call Attempts Count] where [Call Result] = [Outbound No Answer]
Outbound No Answer Min Ring Time
Minimum outbound ring duration with Outbound No Answer call result.
SELECT MIN([Outbound Ring Duration]) WHERE [Call Result] = [Outbound No Answer]
Outbound Other Count
Number of outbound calls with call results other than what is specified in the system.
SELECT [Outbound Call Attempts Count] where NOT ([Call Result] = [Outbound No Answer] OR [Call Result] = [Outbound Busy] OR [Call Result] = [Outbound Answered] OR [Call Result] = [Outbound Abandoned] OR [Call Result] = [Outbound Answer Not Person] OR [Call Result] = [Outbound Machine] OR [Call Result] = [Outbound Busy] OR [Call Result] = [Outbound Intercept] OR [Call Result] = [Outbound Congestion] )
Outbound Ring Time
Total ringing time for outbound calls.
SELECT SUM([Outbound Ring Duration])
Outbound Success Rate
Percentage of outbound calls out of all outbound call attempts.
SELECT [Outbound Successful Count] / [Outbound Call Attempts Count]
Outbound Successful Count
Number of successful outbound calls.
 

Queue

Name
Definition
MQAL Expression or Formula
Avg Inbound Handle Time
Average time it took an agent to handle an inbound interaction.
 
Avg Queue Abandon Time
Average time caller waited in queue before hanging up. Excludes short abandons.
SELECT [Avg Queue Time] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned]) AND [Abandon Type] != [SHORT]
Avg Queue Abandon Time
Average time caller waited in queue before hanging up. Excludes short abandons.
SELECT [Avg Queue Time] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned]) AND [Abandon Type] != [SHORT]
Avg Queue Handle Time
Average time it took an agent to handle an interaction that arrived through a queue.
SELECT AVG(IFNULL([Wrap Duration],0) + [Talk Duration]) WHERE [Connected Agent] AND [Product Type] IN ([Digital Queue],[Voice Queue])
Avg Queue Inbound Handle Time
Average time it took an agent to handle an inbound interaction that arrived through a queue.
SELECT AVG(IFNULL([Wrap Duration],0) + [Talk Duration]) WHERE [Connected Agent] AND [Product Type] IN ([Digital Queue],[Voice Queue]) AND [Call Type] = [INBOUND]
Avg Queue Outbound Handle Time
Average time it took an agent to handle an outbound interaction that was dialed through a queue.
SELECT AVG(IFNULL([Wrap Duration],0) + [Talk Duration]) WHERE [Connected Agent] AND [Product Type] IN ([Digital Queue],[Voice Queue]) AND [Call Type] = [OUTBOUND]
Avg Queue Time
Average time inbound call spent waiting in one queue.
SELECT AVG([Queue Duration]) WHERE [Product Type] IN ([Voice Queue], [Digital Queue]) AND [Call Type] = [INBOUND] AND [Call Result] NOT IN ([Inbound Abandon], [Inbound Abandoned])
Avg Speed of Answer
Average time caller waited in a single queue for the interaction to connect to an agent.
SELECT AVG(SELECT SUM([Queue Duration] + [Ring Duration]) BY [UII])
Inbound and Queued Interactions
Number of interactions having Inbound Call Type, or having an Outbound Call Type, but put in a queue.
 
Max Queue Abandon Time
Max time caller waited in queue before hanging up.
SELECT Max Queue Time WHERE Call Result IN (Inbound Abandon, Inbound Abandoned) AND Abandon Type!=SHORT
Max Queue Time
Maximum time a call was waiting in a queue.
SELECT MAX(Queue Duration) WHERE Product Type IN (Voice Queue, Digital Queue) AND Call Type=INBOUND AND Call Result NOT IN (Inbound Abandon, Inbound Abandoned)
Queue Abandon Time
Time caller waited in queue before hanging up.
SELECT [Queue Time] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
Queue Escalation Count
Number of interactions that were transferred by agents, after being answered.
SELECT [Queue Segment Count] WHERE [Termination Reason] = [Transferred]
Queue Escalation Rate
Percentage of transferred interactions.
SELECT [Queue Escalation Count] / [Queue Segment Count]
Queue Inbound Abandon Rate
Percentage of abandoned queueing attempts out of all queued inbound interactions. Short abandoned calls are included into that metric.
SELECT [Queue Inbound Abandoned Count] / [Queue Inbound Segment Count]
Queue Inbound Abandoned Count
Number of inbound calls where a caller hangs up while waiting in queue.
SELECT [Queue Inbound Segment Count] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
Queue Inbound Accepted Count
Number of inbound interactions distributed to an agent from a queue.
SELECT [Queue Inbound Segment Count] WHERE [Connected Agent]
Queue Inbound Accepted Rate
Number of inbound interactions handled by an agent, as a percentage of times that inbound interactions were queued.
SELECT [Queue Inbound Accepted Count] / [Queue Inbound Segment Count]
Queue Inbound Agent Rejected Count
Number of inbound interactions rejected by an agent.
SELECT [Queue Inbound Segment Count] WHERE [Termination Reason] = [Agent Rejected]
Queue Inbound Agent Rejected Rate
Percentage of inbound interactions rejected by an agent out of all inbound interactions.
SELECT [Queue Inbound Agent Rejected Count] / [Queue Inbound Segment Count]
Queue Inbound Deflected Count
Number of inbound interactions sent to another destination.
SELECT [Queue Inbound Segment Count] WHERE [Termination Reason] = [Deflected]
Queue Inbound Deflected Rate
Percentage of inbound interactions sent to another destination.
SELECT [Queue Inbound Deflected Count] / [Queue Inbound Segment Count]
Queue Inbound Long Abandon Rate
Percentage of calls abandoned queue after long wait.
SELECT [Queue Inbound Long Abandoned Count] / [Queue Inbound Segment Count]
Queue Inbound Long Abandoned Count
Calls abandoned queue after short waiting.
SELECT [Queue Segment Count] where [Abandon Type] = [LONG] AND [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
Queue Inbound Segment Count
Number of times inbound calls were queued.
Select [Queue Segment Count] WHERE [Call Type] = [INBOUND]
Queue Inbound Short Abandon Rate
Percentage of inbound calls abandoned in queue after short waiting.
SELECT [Queue Inbound Short Abandoned Count] / [Queue Inbound Segment Count]
Queue Inbound Short Abandoned Count
Inbound calls abandoned in queue after short waiting.
select [Queue Segment Count] where [Abandon Type] = [SHORT] AND [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
Queue Interactions Count
Number of interactions that reached queues.
 
Queue Manual Dials Connect Count
Number of manually dialed interactions that were dialed by agents through a queue, and were answered.
SELECT [Queue Manual Dials Count] WHERE [Call Result] = [Outbound Answered]
Queue Manual Dials Count
Number of manually dialed interactions that were put into queues.
SELECT [Queue Interactions Count] WHERE [Dial Type] = [Manual-Dial]
Queue Manual Dials No Connect Count
Number of manually dialed interactions that were dialed by agents through a queue, but were never answered.
SELECT [Queue Manual Dials Count] WHERE [Call Result] != [Outbound Answered]
Queue Segment Count
Number of times calls were queued.
Select [Segments] WHERE [Product Type] IN ([Digital Queue],[Voice Queue])
Queue Service Level
Percentage of calls that were connected to an agent within configured SLA out of total calls queued.
SELECT ROUND(100 * [SLA Passed Count]/[SLA Qualified Count])/100.0
Queue Time
Total time spent waiting in a queue.
SELECT SUM([Queue Duration]) WHERE [Product Type] IN ([Voice Queue], [Digital Queue])
Queue Time %
Percentage of time spent waiting in a queue.
SELECT ROUND(100 * SUM([Queue Duration]) / [Segment Time]) / 100.0 WHERE [Product Type] IN ([Voice Queue], [Digital Queue])
Queued Manual-Dials %
Number of manually dialed interactions that were put into queues as a percentage of all queued interactions.
 
SLA Passed Count*
Number of calls answered within configured service level threshold.
SELECT IFNULL(SLA Qualified Count,0) WHERE SLA Passed = Yes
SLA Qualified Count*
Inbound calls qualified to be counted for service level agreement.
SELECT [Queue Inbound Segment Count] WHERE [SLA Qualified] = [Yes]
Queue Inbound External Transfer Failure Count
Number of failed external transfers of queued inbound interactions.
SELECT [Queue Inbound Segment Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Failed], [External Transfer Failure])
Queue Inbound External Transfer Failure Rate
Percentage of failed external transfers of queued inbound interactions out of all queued inbound interactions.
SELECT [Queue Inbound External Transfer Failure Count] / [Queue Inbound Segment Count]
Queue Inbound External Transfer Success Count
Number of successful external transfers of queued inbound interactions from IVR.
SELECT [Queue Inbound Segment Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Success])
Queue Inbound External Transfer Success Rate
Percentage of successful external transfers of queued inbound interactions out of all queued inbound interactions.
SELECT [Queue Inbound External Transfer Success Count] / [Queue Inbound Segment Count]
Note: The metrics for SLAs 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 report generated.

Segment

Name
Definition
MQAL Expression or Formula
Acceptance Rate %
Percentage of acceptance rate of segments.
SELECT [Agent Connected Count]/[Agent Assigned Count]
Agent Assigned Count
Number of agents assigned in the segment.
SELECT [Segments] WHERE [Presented Agent] AND [Call Result] NOT IN ([Inbound Abandon], [Inbound Abandoned])
Agent Connected Count
Number of interactions connected to an agent.
SELECT [Segments] WHERE [Connected Agent]
Agent Wait Time
Total time an agent waited for a call.
SELECT SUM([Agent Wait Duration])
Agents Handling Interactions
Number of agents that handled interactions of any type.
SELECT COUNT([Agent ID], [Segment Key]) WHERE [Connected Agent]
Avg Agent Wait Time
Average time agent spent waiting for the call.
SELECT AVG([Agent Wait Duration])
Avg Handle Time
Average time it took an agent to handle the call. Note that this metric cannot be used with measures under the Agent State folder or category.
SELECT AVG(IFNULL([Wrap Duration],0) + IFNULL([Talk Duration],0)) WHERE [Connected Agent]
Avg Hold Time
Average time customer was put on hold by the agent on the call.
SELECT AVG([Hold Duration]) WHERE [Connected Agent]
Avg Ring Time
Average time ringing per segment.
SELECT AVG(Ring Duration) WHERE Presented Agent AND Product Type IN (Voice Queue,Digital Queue) AND Dial Type!=Manual-Dial
Avg Talk Time
Average time customers spend on the phone connected to an agent or IVR per call segment.
SELECT AVG(IFNULL([Talk Duration],0)) WHERE [Connected Agent]
Avg Wrap Time
Average time per call taken by agent to submit a call disposition after the call is disconnected.
SELECT AVG(IFNULL([Wrap Duration],0)) WHERE [Connected Agent]
Calls %
Percentage of calls to the total calls counted by product, date, and agent.
SELECT (SELECT [Segments] WHERE [Final] = [Yes]) / (SELECT [Segments] BY [Product Type], [Product Group], [Date (Started)], [Product ID], [Agent ID] all other WHERE [Final] = [Yes])
Customer Talk Time
Time agents spent talking to customers on calls.
SELECT SUM([Talk Duration] - [Hold Duration])
Handle Time
Total handle time or transactions handled by the agent.
SELECT SUM(IFNULL([Wrap Duration],0) + IFNULL([Talk Duration],0))
Hold Time
Hold time duration of the interaction.
SELECT SUM(IFNULL([Hold Duration],0))
Interactions Handled
Number of interactions handled.
SELECT COUNT([UII]) WHERE [Connected Agent]
Interactions Handled %
Percentage of interactions handled.
SELECT [Interactions Handled] / [Interactions]
Manual Dials Count
Number of manual calls placed by agents.
select [Segments] where [Dial Type] = [Manual-Dial]
Manual Dials No Connect Count
Number of manual calls placed by agents that did not connect.
SELECT [Manual Dials Count] WHERE [Call Result] = [Outbound No Answer]
Manual Dials No Connect Rate %
Number of manually placed by agent, but not connected.
SELECT [Manual Dials No Connect Count] / [Manual Dials Count]
Manual Dials Rate %
Percentage of segments manually placed by agent, as a ratio to all segments.
SELECT [Manual Dials Count] / [Segments]
Manual No Connect Dials Count
Number of manual calls placed by agents that did not connect.
select Manual Dials Count where Call Result = (deleted value)
Ring Time
Ring time duration.
SELECT SUM([Ring Duration])
RNA Count
Number of calls presented to an agent but not connected (Ring No Answer).
SELECT [Segments] WHERE [Termination Reason] = [Agent Ring No Answer]
RNA Rate %
Number of interactions ringing at agent phone, but not answered by the agent (Ring No Answer), as a percentage of all interactions assigned to that agent.
SELECT [RNA Count] / [Agent Assigned Count]
RNA Time
Total time agent phones were ringing for unanswered calls.
SELECT SUM([Ring Duration]) WHERE [Call Result] = [Ring No Answer]
Segment Ring/Handle Time
Total ring or handle time of the segment.
SELECT SUM([Ring Time] + [Handle Time])
Segment Time
Total time of the segment.
SELECT SUM(IFNULL([Queue Time],0) + IFNULL([Ring Time],0) + IFNULL([Handle Time],0))
Segments
Total number of call segments.
SELECT COUNT([Segment Key],[Segment Key])
Short Calls Count
Calls with talk time shorter than 10 seconds.
SELECT [Segments] WHERE [Talk Duration] < 10 AND [Agent Connected] = [Yes]
Short Calls Rate %
Percentage of calls with talk time shorter than 10 seconds
SELECT [Short Calls Count] / [Agent Assigned Count]
Successful Count
Number of successful interactions.
SELECT [Segments] WHERE [Success] = [Yes]
Talk Time
Time customers spent on the phone connected to an agent or IVR (including time on hold).
SELECT SUM(IFNULL([Talk Duration],0))
Talk Time %
Percentage of time agent spent talking (hold included) to all engaged time.
SELECT ROUND(100 * SUM([Talk Duration])/[Segment Ring/Handle Time]) / 100.0
Wrap Time
Time agents spent between customer disconnection and disposition submission. Note that this metric cannot be used with measures under the Agent State folder or category.
SELECT SUM(IFNULL([Wrap Duration],0)) WHERE [Connected Agent]

Attributes

Attributes are non-measurable descriptors used to break down metrics and measures and represent qualitative data. Attributes can also be used as filters in your reports, KPI widgets, and dashboards. 
  • Agent
    • Agent First Name: Displays agents by their first name.
    • Agent Full Name: Displays agents by their full name.
    • Agent Group: Displays agent groups by name.
    • Agent Group ID: Displays by agent group ID.
    • Agent ID: Displays by agent ID number.
    • Agent Last Name: Displays agents by their last name.
    • Agent Location: Displays agents by their location.
    • Agent Login ID: Displays agents by their login ID number.
    • Agent Team: Displays agent teams.
    • Agent Type: Distinguishes agents from supervisors.
  • Agent State
    • Base State: State of a logged in agent. These are the default states that are automatically set by the system.
    • Pending Disposition: Gathers data for those with pending dispositions.
    • State: Custom agent states as configured by customers.
  • Common
    • Account: Account or client name to display.
    • Account ID: Account ID is displayed.
    • Main Account ID: Main account ID is displayed.
    • Product: Displays product name.
    • Product Group: Shows products by group name.
    • Product Group ID: Product group ID number is displayed instead of the product name.
    • Product Group Type: Product group type of the Product.
    • Product ID: Displays products by ID number.
    • Product Type: Displays products by type.
  • Inbound
    • Abandon Type: Displays long or short abandons.
    • SLA Passed: Shows calls that were answered by the agent within the threshold configured for the queue.
    • SLA Qualified: Presents data that passed SLAs. The SLA calculation won’t count short calls.

Helpful hint!

  • The metrics for SLAs 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 report generated.
  •  
  • Lead
    • Lead Aux 1: Shows additional lead information stored in Lead Aux one.
    • Lead Aux 2: Shows additional lead information stored in Lead Aux two.
    • Lead Aux 3: Shows additional lead information stored in Lead Aux three.
    • Lead Aux 4: Shows additional lead information stored in Lead Aux four.
    • Lead Aux 5: Shows additional lead information stored in Lead Aux five.
    • Lead City: Presents data for the lead’s city.
    • Lead Complete: Displays for leads whose status is complete.
    • Lead Country ID: Displays for the lead’s country ID.
    • Lead List: Displays for specific lead list names.
    • Lead List ID: Displays for specific lead list ID numbers.
    • Lead Max Passes: Displays for leads that have reached max passes.
    • Lead Pass Count: Shows the pass count of leads.
    • Lead State: Presents data for the lead’s states.
    • Lead Status: Displays for the status of leads, whether the lead is ready or complete.
    • Lead Success: Shows successful outbound calls tagged as ‘Success’ during dispositions.
    • Lead Timezone: Presents data for lead’s timezone.
    • Lead ZIP: Presents data for lead’s zip code.
  • Segment
    • After Hours: Data of calls that came in after hours.
    • Agent Connected: Data of agents for when they were connected and handled a transaction or not.
    • Agent Disposition: Type of agent disposition data to display — default, requeue, or to not display at all.
    • Agent Presented: Displays whether an agent was presented with calls or not.
    • ANI: Displays by ANI.
    • Call Result: Different call results such as inbound abandon or inbound defected, among many others.
    • Call Type: Inbound or outbound calls.
    • Channel Type: Voice or digital.
    • Complete: Complete or incomplete calls.
    • Contact: Agent dispositions marked as ‘Contact.’
    • Dial Type: Type of outbound calling.
    • DNIS: Displays by DNIS.
    • Duration Type: Length of call.
    • Final: Final segment of the call.
    • First Contact: Lists if segment is first contact.
    • Index: Number of the segments of a call.
    • Presented: Calls that were presented to an agent.
    • Resolution Success: Customer issue was resolved successfully and customer did not return with the same issue.
    • Resolved: Calls marked as ‘Resolved.’
    • Success: Calls marked as ‘Success’ in agent dispositions.
    • Term Party: Which party terminated the call.
    • Termination Reason: Reason a call was terminated.
    • UII: Displays a unique identifier for an interaction.
  • Time
    • Started Half Hour: Presents data for start time with options for every half hour.
    • Started Hour: Displays data for start time with options for every half hour.
    • Started Quarter Hour: Presents data for start time with options for every quarter hour or fifteen minutes.
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