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])
|
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]
|
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]
|
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])
|
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.
|
|
Voice Mail Rate
|
Percentage of calls that connected to answering machines out of all interactions.
|
SELECT (SELECT COUNT(UII) WHERE Termination Reason IN (EOC-MACHINE)) /(SELECT COUNT(UII))
|
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 (legacy)
|
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
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Average time inbound call spent waiting in one queue.
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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])
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Avg Speed of Answer
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Average time caller waited in a single queue for the interaction to connect to an agent.
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SELECT AVG(SELECT SUM([Queue Duration] + [Ring Duration]) BY [UII])
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Inbound and Queued Interactions
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Number of interactions having Inbound Call Type, or having an Outbound Call Type, but put in a queue.
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Max Queue Abandon Time
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Max time caller waited in queue before hanging up.
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SELECT Max Queue Time WHERE Call Result IN (Inbound Abandon, Inbound Abandoned) AND Abandon Type!=SHORT
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Max Queue Time
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Maximum time a call was waiting in a queue.
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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)
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Queue Abandon Time
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Time caller waited in queue before hanging up.
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SELECT [Queue Time] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
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Queue Escalation Count
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Number of interactions that were transferred by agents, after being answered.
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SELECT [Queue Segment Count] WHERE [Termination Reason] = [Transferred]
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Queue Escalation Rate
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Percentage of transferred interactions.
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SELECT [Queue Escalation Count] / [Queue Segment Count]
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Queue Inbound Abandon Rate
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Percentage of abandoned queueing attempts out of all queued inbound interactions. Short abandoned calls are included into that metric.
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SELECT [Queue Inbound Abandoned Count] / [Queue Inbound Segment Count]
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Queue Inbound Abandoned Count
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Number of inbound calls where a caller hangs up while waiting in queue.
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SELECT [Queue Inbound Segment Count] WHERE [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
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Queue Inbound Accepted Count
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Number of inbound interactions distributed to an agent from a queue.
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SELECT [Queue Inbound Segment Count] WHERE [Connected Agent]
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Queue Inbound Accepted Rate
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Number of inbound interactions handled by an agent, as a percentage of times that inbound interactions were queued.
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SELECT [Queue Inbound Accepted Count] / [Queue Inbound Segment Count]
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Queue Inbound Agent Rejected Count
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Number of inbound interactions rejected by an agent.
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SELECT [Queue Inbound Segment Count] WHERE [Termination Reason] = [Agent Rejected]
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Queue Inbound Agent Rejected Rate
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Percentage of inbound interactions rejected by an agent out of all inbound interactions.
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SELECT [Queue Inbound Agent Rejected Count] / [Queue Inbound Segment Count]
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Queue Inbound Deflected Count
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Number of inbound interactions sent to another destination.
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SELECT [Queue Inbound Segment Count] WHERE [Termination Reason] = [Deflected]
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Queue Inbound Deflected Rate
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Percentage of inbound interactions sent to another destination.
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SELECT [Queue Inbound Deflected Count] / [Queue Inbound Segment Count]
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Queue Inbound Long Abandon Rate
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Percentage of calls abandoned queue after long wait.
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SELECT [Queue Inbound Long Abandoned Count] / [Queue Inbound Segment Count]
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Queue Inbound Long Abandoned Count
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Calls abandoned queue after short waiting.
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SELECT [Queue Segment Count] where [Abandon Type] = [LONG] AND [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
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Queue Inbound Segment Count
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Number of times inbound calls were queued.
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Select [Queue Segment Count] WHERE [Call Type] = [INBOUND]
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Queue Inbound Short Abandon Rate
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Percentage of inbound calls abandoned in queue after short waiting.
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SELECT [Queue Inbound Short Abandoned Count] / [Queue Inbound Segment Count]
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Queue Inbound Short Abandoned Count
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Inbound calls abandoned in queue after short waiting.
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select [Queue Segment Count] where [Abandon Type] = [SHORT] AND [Call Result] IN ([Inbound Abandon], [Inbound Abandoned])
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Queue Interactions Count
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Number of interactions that reached queues.
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Queue Manual Dials Connect Count
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Number of manually dialed interactions that were dialed by agents through a queue, and were answered.
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SELECT [Queue Manual Dials Count] WHERE [Call Result] = [Outbound Answered]
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Queue Manual Dials Count
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Number of manually dialed interactions that were put into queues.
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SELECT [Queue Interactions Count] WHERE [Dial Type] = [Manual-Dial]
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Queue Manual Dials No Connect Count
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Number of manually dialed interactions that were dialed by agents through a queue, but were never answered.
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SELECT [Queue Manual Dials Count] WHERE [Call Result] != [Outbound Answered]
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Queue Segment Count
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Number of times calls were queued.
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Select [Segments] WHERE [Product Type] IN ([Digital Queue],[Voice Queue])
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Queue Service Level
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Percentage of calls that were connected to an agent within configured SLA out of total calls queued.
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SELECT ROUND(100 * [SLA Passed Count]/[SLA Qualified Count])/100.0
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Queue Time
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Total time spent waiting in a queue.
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SELECT SUM([Queue Duration]) WHERE [Product Type] IN ([Voice Queue], [Digital Queue])
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Queue Time %
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Percentage of time spent waiting in a queue.
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SELECT ROUND(100 * SUM([Queue Duration]) / [Segment Time]) / 100.0 WHERE [Product Type] IN ([Voice Queue], [Digital Queue])
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Queued Manual-Dials %
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Number of manually dialed interactions that were put into queues as a percentage of all queued interactions.
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SLA Passed Count*
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Number of calls answered within configured service level threshold.
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SELECT IFNULL(SLA Qualified Count,0) WHERE SLA Passed = Yes
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SLA Qualified Count*
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Inbound calls qualified to be counted for service level agreement.
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SELECT [Queue Inbound Segment Count] WHERE [SLA Qualified] = [Yes]
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Queue Inbound External Transfer Failure Count
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Number of failed external transfers of queued inbound interactions.
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SELECT [Queue Inbound Segment Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Failed], [External Transfer Failure])
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Queue Inbound External Transfer Failure Rate
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Percentage of failed external transfers of queued inbound interactions out of all queued inbound interactions.
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SELECT [Queue Inbound External Transfer Failure Count] / [Queue Inbound Segment Count]
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Queue Inbound External Transfer Success Count
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Number of successful external transfers of queued inbound interactions from IVR.
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SELECT [Queue Inbound Segment Count] WHERE [Final] = [Yes] AND [Call Result] IN ([External Transfer Success])
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Queue Inbound External Transfer Success Rate
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Percentage of successful external transfers of queued inbound interactions out of all queued inbound interactions.
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SELECT [Queue Inbound External Transfer Success Count] / [Queue Inbound Segment Count]
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Name
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Definition
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MQAL Expression or Formula
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Acceptance Rate %
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Percentage of acceptance rate of segments.
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SELECT [Agent Connected Count]/[Agent Assigned Count]
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Agent Assigned Count
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Number of agents assigned in the segment.
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SELECT [Segments] WHERE [Presented Agent] AND [Call Result] NOT IN ([Inbound Abandon], [Inbound Abandoned])
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Agent Connected Count
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Number of interactions connected to an agent.
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SELECT [Segments] WHERE [Connected Agent]
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Agent Wait Time
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Total time an agent waited for a call.
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SELECT SUM([Agent Wait Duration])
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Agents Handling Interactions
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Number of agents that handled interactions of any type.
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SELECT COUNT([Agent ID], [Segment Key]) WHERE [Connected Agent]
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Avg Agent Wait Time
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Average time agent spent waiting for the call.
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SELECT AVG([Agent Wait Duration])
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Avg Handle Time
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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.
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SELECT AVG(IFNULL([Wrap Duration],0) + IFNULL([Talk Duration],0)) WHERE [Connected Agent]
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Avg Hold Time
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Average time customer was put on hold by the agent on the call.
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SELECT AVG([Hold Duration]) WHERE [Connected Agent]
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Avg Ring Time
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Average time ringing per segment.
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SELECT AVG(Ring Duration) WHERE Presented Agent AND Product Type IN (Voice Queue,Digital Queue) AND Dial Type!=Manual-Dial
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Avg Talk Time
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Average time customers spend on the phone connected to an agent or IVR per call segment.
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SELECT AVG(IFNULL([Talk Duration],0)) WHERE [Connected Agent]
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Avg Wrap Time
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Average time per call taken by agent to submit a call disposition after the call is disconnected.
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SELECT AVG(IFNULL([Wrap Duration],0)) WHERE [Connected Agent]
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Calls %
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Percentage of calls to the total calls counted by product, date, and agent.
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SELECT (SELECT [Segments] WHERE [Final] = [Yes]) / (SELECT [Segments] BY [Product Type], [Product Group], [Date (Started)], [Product ID], [Agent ID] all other WHERE [Final] = [Yes])
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Customer Talk Time
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Time agents spent talking to customers on calls.
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SELECT SUM([Talk Duration] - [Hold Duration])
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Handle Time
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Total handle time or transactions handled by the agent.
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SELECT SUM(IFNULL([Wrap Duration],0) + IFNULL([Talk Duration],0))
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Hold Time
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Hold time duration of the interaction.
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SELECT SUM(IFNULL([Hold Duration],0))
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Interactions Handled
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Number of interactions handled.
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SELECT COUNT([UII]) WHERE [Connected Agent]
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Interactions Handled %
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Percentage of interactions handled.
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SELECT [Interactions Handled] / [Interactions]
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Manual Dials Count
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Number of manual calls placed by agents.
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select [Segments] where [Dial Type] = [Manual-Dial]
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Manual Dials No Connect Count
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Number of manual calls placed by agents that did not connect.
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SELECT [Manual Dials Count] WHERE [Call Result] = [Outbound No Answer]
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Manual Dials No Connect Rate %
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Number of manually placed by agent, but not connected.
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SELECT [Manual Dials No Connect Count] / [Manual Dials Count]
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Manual Dials Rate %
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Percentage of segments manually placed by agent, as a ratio to all segments.
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SELECT [Manual Dials Count] / [Segments]
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Manual No Connect Dials Count (legacy)
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Number of manual calls placed by agents that did not connect (legacy only).
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select Manual Dials Count where Call Result = (deleted value)
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Max Hold Time
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Maximum time a customer was put on hold by the agent on the call.
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SELECT MAX(Hold Duration) WHERE Connected Agent
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Ring Time
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Ring time duration.
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SELECT SUM([Ring Duration])
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RNA Count
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Number of calls presented to an agent but not connected (Ring No Answer).
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SELECT [Segments] WHERE [Termination Reason] = [Agent Ring No Answer]
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RNA Rate %
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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.
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SELECT [RNA Count] / [Agent Assigned Count]
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RNA Time
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Total time agent phones were ringing for unanswered calls.
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SELECT SUM([Ring Duration]) WHERE [Call Result] = [Ring No Answer]
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Segment Ring/Handle Time
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Total ring or handle time of the segment.
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SELECT SUM([Ring Time] + [Handle Time])
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Segment Time
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Total time of the segment.
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SELECT SUM(IFNULL([Queue Time],0) + IFNULL([Ring Time],0) + IFNULL([Handle Time],0))
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Segments
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Total number of call segments.
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SELECT COUNT([Segment Key],[Segment Key])
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Short Calls Count
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Calls with talk time shorter than 10 seconds.
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SELECT [Segments] WHERE [Talk Duration] < 10 AND [Agent Connected] = [Yes]
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Short Calls Rate %
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Percentage of calls with talk time shorter than 10 seconds
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SELECT [Short Calls Count] / [Agent Assigned Count]
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Successful Count
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Number of successful interactions.
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SELECT [Segments] WHERE [Success] = [Yes]
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Talk Time
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Time customers spent on the phone connected to an agent or IVR (including time on hold).
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SELECT SUM(IFNULL([Talk Duration],0))
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Talk Time %
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Percentage of time agent spent talking (hold included) to all engaged time.
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SELECT ROUND(100 * SUM([Talk Duration])/[Segment Ring/Handle Time]) / 100.0
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Wrap Time
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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.
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SELECT SUM(IFNULL([Wrap Duration],0)) WHERE [Connected Agent]
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