Engage Voice | Widget data reference

Widgets provide metrics depending on the activity you want to view on your dashboard in Real-Time reporting. In the following sections, we’ll learn about the different widgets that you can add to your dashboard and their respective metrics. If you want to learn how to add widgets, see Adding widgets

Types of widgets

Here are the types of widgets you can add to your dashboard:
  • Inbound: Shows inbound call activity and appears as Real-Time Inbound when added to your report.
  • Outbound: Shows outbound call activity. There are two types of widgets that you can use to view outbound activity:
    • Real-Time Outbound: A row of overall metrics for each outbound campaign.
    • Real-Time Quota Management: This is specific to the quota management created under Dialer > Advanced settings > Quota management in your account. If you have not configured quota management, you may get an error message if you add this widget type.
  • Agent: Shows agent activity. This provides a row of overall metrics for each logged-in agent with the ability to initiate a monitoring or chat session. This will show as Real-Time Agent Widget when added to your dashboard.
  • IVR: Shows IVR call activity. This will appear as Real-Time IVR when added to your dashboard.
  • Cloud: Shows cloud activity. There are two types of widgets that you can use:
    • Real-Time Cloud Profile: A row of overall metrics for each cloud profile.
    • Real-Time Cloud Destination: A row of overall metrics for each cloud destination.
  • Custom: Allows you to create a custom real-time reporting widget. This gives you the liberty to customize the type, product, data, filter, and layout of the widget. You can also customize the widget name depending on your needs.
  • Chat: Shows chat activity. This widget provides a row of overall metrics for each chat queue. This will show as Real-Time Chat when added.

Widgets and their metrics

Each widget has its own metrics or attributes. Let’s review the metrics for each widget.

Real-Time Inbound

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

Helpful hint!

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

Real-Time Outbound

Here are the metrics or attributes that comprise this widget:
  • Campaign Name: The name of the campaign.
  • Incomplete: The total count of the incomplete leads on the campaign. Leads that are set as “Requeue No” in agent disposition are considered complete. All other leads on the campaign will be considered incomplete.
  • Pending: The number of leads currently retrieved for dialing from the cache of ready leads. In a predictive dialing campaign, ‘pending’ refers to a lead that the system is currently dialing. In a preview dialing campaign, ‘pending’ refers to both leads being dialed and leads that have been fetched by individual agents.
  • Active: The number of calls that are currently being handled by agents.
  • Complete: The total count of the complete leads on the campaign.
  • Other: The metric that counts the current lead state as one of the following states: Error, Transitioned, Intercept, Disconnected, Pending Callback, Canceled, Callback cancelled, Whitelist, or Max Dial Limit.
  • Answer: The number of answered calls.
  • No Answer: The number of calls not answered.
  • Machine: The number of calls detected as voicemail or answering machines by the system.
  • Busy: The number of calls returned with a busy signal.
  • Intercept: The number of calls reported to the system as invalid numbers.
  • Abandon: The count of pass attempts that have received the system disposition of Abandon. This is a daily stat. Abandon indicates an outbound call that when successfully answered by the dialed party does not have an available agent to handle it.
  • Success: The number of leads marked as success by agent disposition.
  • Staffed: The current number of agents who are assigned to that campaign and currently logged into the Agent platform.
  • Available: The number of agents logged into that particular campaign who are in an Available state.
  • DNC: This is a metric that shows the current lead state as one of the following: Error, Transitioned, Intercept, Disconnected, Pending Callback, Canceled, Callback Cancelled, Whitelist, Max Dial Limit.
  • Talk Time: The total amount of time an agent spent on calls for the session. This is displayed in HH:MM:SS.
  • Connects: The daily total count of passes that were connected to an agent.
  • Lead Status: Not a statistic or a data set. This is a pop out link that shows additional information. This includes information on the account id, campaign name, start date, end date, max passes, pass delay, timezone, ready now, dial future, and suppressed.

Real-Time Agent

Here are the metrics or attributes that comprise this widget:
  • Name: The agent's name.
  • Agent ID (Unique Agent ID): The unique numeric identifier attributed to each agent by the system.
  • Agent Login ID (Agent Login Session Unique Id): The unique numeric identifier attributed to each agent login session by the system.
  • Username (Unique Agent Login Username): The agent specific name used at login.This name will be unique across the platform.
  • Skill (Agent Skill Profile): The name of the skill profile that the agent logged in with. Skill profiles are set up by admins to incorporate a combination of queue level skills to control call dequeue priority to specific agents at specific wait times.
  • State (Current Agent State): The state the agent is currently in, e.g., Available, On Break.
  • Call Source (Current Call Source): The name of the inbound queue or outbound campaign from which the agent is currently engaged on a call.
  • ANI (Current ANI): The phone number that the agent is currently connected to (Either the number the agent dialed for an outbound call or the caller ID for the individual calling in to the queue).
  • DNIS (Current DNIS): The caller ID presented on an outbound dial or the number the inbound caller dialed into. This will display for the current call.
  • Status Time (Agent Status Time): The amount of time the agent has been in their current state.
  • Login Time (Agent Daily Login Time): The total amount of time that the agent has spent logged into the agent interface for the current day.
  • Calls (Connected Agent Calls): The total number of calls that the agent has been engaged with for that day.
  • Success (Successful Calls): A daily count of the successful dispositions for that agent. When configuring agent dispositions for a queue, admins can designate which dispositions are considered successful.
  • RNA (Ring No Answer): The number of times that the system attempted to send a call to the agent while they were in an Available state but were not able to successfully connect that call to the agent. RNAs can occur in several instances, such as an agent manually rejecting a call or a station-based network issue causing issues connecting to the agent's extension.
  • Total Talk (Total Talk Time): The total amount of time that the agent has spent engaged on calls for that day.
  • Avg Talk (Average Talk Time): The average amount of time that an agent has spent engaged on each call for that day.
  • Util (Agent Utilization): The total amount of daily engaged time in comparison to the total daily login time for that agent.
  • OH (Offhook State): A yes/no statement that will indicate if the agent is currently connected to an offhook session or not.
  • PD (Pending Disposition): A yes/no statement that will indicate if the agent still needs to submit their disposition from the current call.
  • Phone (Agent Phone Extension): The current agent extension to which the system is sending calls.
  • Group Name (Agent Group Name): The name of the agent group structure that the agent was configured under.
  • Wrap Time: The total amount of time the agent has spent in pending disposition for that day.
  • Active Chats (Total Active Agent Chats): The amount of chats that the agent is currently engaged in.
  • Chat State (Current Chat State): Provides an extra level of visibility into the agent's chat status. There are three chat specific states that will be shown under here.
  • Total Chats (Total Daily Chat Count): The total number of chats that the agent has engaged for that day.
  • Total Chat Time (Total Daily Chat Time): The total amount of time that the agent has spent engaged on chats for that day.
  • Monitor: When a phone number is added, a phone icon will be available to select to monitor agents while they are engaged on a call.
  • Chat: An interactive icon that allows you to chat with the active agent.

Real-Time IVR

Here are the metrics or attributes that comprise this widget:
  • Name: The name of the IVR to which the call is connected.
  • Pres: The number of calls sent to the IVR.
  • Live: The number of calls currently active on that IVR.
  • Conn: The current number of inbound calls that have been connected to an agent or that are currently connected to a transfer destination.
  • Transfer Queue: The total count of calls that day that have been handed off from the IVR to an inbound queue.
  • Transfer Cloud: The total count of calls that day that have been handed off from the IVR to a Cloud Profile.
  • Transfer Trac: The total count of calls that day that have been handed off from the IVR to a track number.

Real-Time Cloud Profile

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

Real-Time Cloud Destination

Here are the metrics or attributes that comprise this widget:
  • Destination Name: The name of the cloud destination.
  • Routing Calls: The current number of calls that the system is attempting to dequeue to a cloud destination.
  • Connected Calls: The current number of inbound calls that have been connected to a cloud destination.
  • Presented Calls: The attempted number of calls to a cloud destination.
  • Accepted Calls: The number of calls that have been connected to a cloud destination.
  • No Answer Calls: The number of calls not answered by a cloud destination.
  • Busy Calls: The number of calls returned with a busy signal.
  • Other Calls: Calls other than connected calls — meaning no answer or busy calls.
  • Short Calls: The number of calls lasting less than the duration defined in the cloud profile.
  • Long Calls: The number of calls lasting longer than the duration defined in the cloud profile.

Custom Real-Time

Here are the metrics or attributes that comprise this widget:
  • Staffed Only (Under Product): An option to filter down and only view data for queues, campaigns, etc. that have agents currently staffed.
  • Open Only (Under Product): An option to filter down and only view data for queues, campaigns, etc. that are currently scheduled to be open.
  • Conversion % (Under Data): The percentage of dispositions with the success flag that were selected by agent out of the total number of answered calls.

Real-Time Chat

Here are the metrics or attributes that comprise this widget:
  • Name: The name of the chat queue.
  • Presented: The number of chats sent to the chat queue.
  • Average SOA (Average Speed of Answer): The average amount of time it takes chats to be answered.
  • Answered: The number of chats answered from the chat queue.
  • Deflected: The number of chats disconnected by the system before reaching an agent.
  • Abandoned: The number of chats where the customer disconnected while waiting in queue.
  • Average Abandon: The average time that customers have waited in queue before disconnecting.
  • Average Chat Time: The average time agents have spent handling chats.
  • Live: The current number of chats that are in the stages of queued, routing, or connected.
  • Queued: The number of chats that are currently waiting in queue to be answered.
  • Routing: The current number of chats that the system is attempting to dequeue to an agent.
  • Connected: The current number of chats that are connected to an agent.
  • Average Queue Time: The average time chats spent in queue waiting to be handled.
  • Staffed: The number of agents that are logged into that particular queue.
  • Available: The number of agents logged into that particular queue who are in an Available state.
  • Utilization %: The percentage of staffed agents that are not available. This also shows the percentage of agents currently utilized.
  • State: Displays whether the queue is currently open or closed. This is based on the daily schedule set up by an admin.
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