ACD Metrics

This page provides you details of the different ACD metrics available in the Metric widgets.

% Abandoned

The % Abandoned metric calculates the percentage of abandoned calls from all queued calls. This metric measures efficiency or how effective the call-handling process is. A high abandonment rate may suggest long wait times, inadequate staffing, or inefficient call routing.

% Active Talk Time

The % Active Talk Time metric measures the percentage of time spent actively talking during a call in relation to the total handling time. The total handling time includes talk time, time on hold, and any after-call work.

% ACW Time

The % ACW Time metric calculates the percentage of time spent on After Contact Work (ACW State that allows an agent to complete work requirements after finishing an interaction) compared to the total time of the call. It shows how much time was spent on tasks like writing notes or setting dispositions after the call, as compared to the entire call duration.

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Calculation: [ACW Time] / ( [Contact Duration] + [ACW Time] )
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media Type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

% Available Time

The % Available time metric measures how much time an agent is available to help customers compared to the total time they are logged in. It shows how often the agent is available to assist customers during their work hours.

% Hold Time

The % Hold time metric measures how long customers are on hold during a call. In simple terms, it helps understand what portion of a call the customer spends waiting on hold instead of being directly assisted.

% Handle Time

% Handle Time metric is a measure that compares the percentage of time an agent spends handling customers to their total login time.

% Handled

% Handled metric refers to the percentage of calls answered by agents out of the total number of calls received.

% Held

% Held metric measures the percentage of calls put on hold by agents out of all the calls they have answered.

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Calculation: [Contacts Held] / [Handled]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

% InQueue Time

The % Inqueue Time metric measures the time a call is waiting in a queue before being connected to an agent. It is compared to the total length of the call. In simple terms, it tells us how much of the call time is spent by the customer waiting in line for assistance. If the % Inqueue Time is high at certain times, you may need more agents to handle the volume.

% Long Abandons

The % Long Abandon metric measures the percentage of calls where customers hang up or disconnect before the minimum waiting time. For example, a high % Long Abandon may indicate that customers are waiting too long to connect with an agent.

% PreQueue Abandons

The % PreQueue Abandons metric measures the percentage of calls that customers hang up before waiting. You can use this metric to see how many callers ended their calls before even getting in line for assistance out of all the incoming calls.

% PreQueue Time

The "% PreQueue Time metric measures the percentage amount of time a call was in the pre-queue stage, compared to the whole length of the call.

% Queued

The % Queued metric measures the percentage of queued calls, compared to the total number of inbound calls.

% Refused Time

The % Refused Time calculates the percentage of unavailable time an agent spent in a Refused state.

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Calculation: [Refused Time] / [Unavailable Time]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

% Short Abandons

The % Short Abandons metric measures the percentage of calls that are quickly abandoned while waiting in the queue, out of all queued calls.

% Talk Time

The % Talk Time metric measures the percentage of an agent's total handle time spent actively engaged in a call, including time on hold or in conference. A higher % Talk Time means the agent manages calls well, improving customer satisfaction.

% Unavailable Time

% Unavailable Time metric measures the percentage of time an agent was unavailable to handle customers compared to their total login time.

ACW Time

The ACW Time metric, also known as After Contact Work (ACW State that allows an agent to complete work requirements after finishing an interaction) Time, measures how long an agent spends on tasks after a customer call. These tasks can include updating records, sending emails, or completing forms.

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Calculation: The sum of values from the ACW Time field in the contact states feed where the first instance of State field is true, and the Contact State Name field is ACTIVE. The sum of values from the ACW Time field in the contacts feed where the Handled field is false.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Abandon Time

The Abandon Time metric measures the total time customers spend waiting in a queue for an agent before they decide to abandon the call. You can use this metric to optimize staffing and workflows to reduce wait times.

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Calculation: The sum of values from the Abandon Time field in the contact states feed where the Contact State Name field is ABANDONED.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Abandons

The Abandons metric counts the number of calls disconnected by customers before an agent can answer. A high count could indicate issues with wait times or efficiency.

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Calculation: The count of records in the contact states feed where the Contact State Name field is ABANDONED, and the first Instance of State field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Active Talk Time

The Active Talk Time measures the total amount of time an agent spends in conversation with a customer during a call. This includes the time spent in addressing the customer’s concerns, providing information, and resolving issues.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is ACTIVE.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Agent Offered

The Agent Offered metric measures the number of calls that were directed to an agent, allowing them to answer and handle the call.

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Calculation: The count of records in the contact states feed where the Contact State Name field is ROUTING, and the first Instance of State for Skill field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Available Time

The Available Time metric measures the duration of time the agent is ready and available for a call. You can use this metric to allocate resources and balance workloads.

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Calculation: The sum of values from the Duration field in the agent states feed where the Agent State Name field is AVAILABLE.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent States
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Avg Hold Time

The Avg Hold Time metric measures the average duration that a callers is put on hold during a call with an agent. You can apply this metric to see the average duration customers spend waiting before and throughout their call while talking to an agent.

Avg InQueue Time

The Avg InQueue metric measures the average time a caller spends waiting in queue before being connected to an agent. This helps to understand how long, on average, callers have to wait in line.

Avg Speed of Answer

The Average Speed of Answer (ASA) metric measures the average time the caller spends in the queue and the time until the agent actually begins the conversation after picking up the call.

Avg Talk Time

The Avg Talk Time metric measures the average duration of a conversation between a customer and an agent. You can use this metric to see how long, on average, an agent spends talking to a customer during a call and find areas for training or process improvements.

Avg ACW Time

The Avg ACW Time metric measures the average time an agent spends on tasks related to a call after it has ended. These tasks include updating records, sending emails, or completing forms.

Avg Abandon Time

The Avg Abandon Time metric measures the average duration a customer waits before disconnecting an unanswered call.

Avg Active Talk Time

The Avg Active Talk Time metric measures the average duration of the conversation between an agent and a customer during a call.

Avg Handle Time

The Avg Handle Time metric measures the average time an agent takes to manage a contact, starting from when they accept the interaction until they finish resolving it.

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Calculation: [Handle Time] / [Handled]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type:- Historical
Metric direction: Down, a lower metric value is best.

Callbacks

The Callbacks metric measures the total number of calls where the customer has asked to be called back again at a later time. You can track the times customers preferred to receive a return call rather than wait on hold or resolve their issue.

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Calculation: The count of records in the contact states feed where the Contact State Name field is CALLBACK, and the first instance of State field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Callbacks - Failed

The Callbacks Failed metric measures the number of contacts who have requested at least one callback but have not had any successful Active interactions with an agent. With this metric, you can track the times when customers are still waiting for a return call, meaning when the callback attempts have been unsuccessful.

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Calculation: The count of records in the contact states feed where the Contact Sate Name field is CALLBACK, and the first instance of State field is true, and the Handled field is false.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Callbacks - Success

The Callback-Success metric measures the number of contacts who have had both a callback and an active interaction with an agent. You can check the effectiveness of the callback system by tracking the times when customers have successfully received a return call and interacted with an agent.

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Calculation: The count of records in the contact states feed where the Contact State Name field is CALLBACK, and the first instance of State field is true, and the Handled field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Conference Time

The Conference Time metric measures the total amount of time a call was in conference. With this metric you can track the duration of group calls and manage resources accordingly.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is CONFERENCE.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Conferences

The Conferences metric calculates the total number of times a call was conferenced.

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Calculation: The count of records in the Contact States feed where the Contact State Name field is CONFERENCE.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Contact Duration

The Contact Duration metric calculates the total duration of time a call was in the ACD (Automatic Call Distributor) system. You can use this metric to track the overall time spent on call handling, from the time it enters the system until it concludes.

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Calculation: The sum of values from the Duration field in the contact states feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Contacts

The Contact metric counts the total number of contacts that have entered the ACD (Automatic Call Distributor) system. Each contact is counted once for every skill it is assigned to. This metric can help you track the volume of incoming contacts and measure its distribution across different skill sets.

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Calculation: The count of records in the contact states feed where the first state for skill field is true, and the Total Duration Seconds field is greater than 2.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Held Contacts

The Held Contacts metric tracks the total number of contacts that have been put on hold during a call. This can help you track the frequency of hold occurrences, and help you identify potential issues and areas for improvement.

Handled CPH

The Handled Calls Per Hour (CPH) metric measures how many calls, on average, an agent in a contact center handles within an hour.

Handle Time

The Handle Time metric measures the duration of a call being handled by an agent.

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Calculation: [Active Talk Time]+[Hold Time]+[Conference Time]+[ACW Time]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction\
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Handled

The Handled metric measures how many contacts an agent deals with in a day. It counts all these messages, no matter when they came into the queue. So, if a contact arrived yesterday and handled today, it still gets counted in Handled.

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Calculation: The count of records in the contact states feed where the first Instance of State field is true, and the Contact State Name field is ACTIVE.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Hold Count

The Hold Count metric measures the total number of times agents have asked customers to wait and placed their calls on hold. You can use this metric to see how often your agents use the hold feature.

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Calculation: The count of records in the contact states feed where the Contact State Name field is HOLD.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Hold Time

The Hold Time metric measures how long a customer waits on hold before an agent comes back to continue the conversation. You can use this metric to understand how effectively agents manage calls and address customer needs. If hold times are longer, it could mean there are problems with handling calls or agents need training.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is HOLD.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

In SLA

The In SLA metric measures the number of calls that were in service level.

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Calculation: The count of records in the contact states feed where the In Service Level field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

InQueue Time

The Inqueue Time metric calculates the time a call is in waiting before it is answered by an agent. You can use this metric to identify periods of high call volume or understaffing and adjust your staffing levels.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is ROUTING, INQUEUE, CALLBACK, REFUSED, INQUEUEPREVIEW.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Inbound Contacts

The Inbound Contact metric measures the total number of incoming contacts that reached the Automatic Call Distributor (ACD) system for routing and handling. You can use this metric to monitor call volume and for allocating resources.

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Calculation: The count of records in the contact states feed where the first State for Skill field is true, and the Direction field is INBOUND, and the Total Duration Seconds field is greater than 2.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Inbound Handled

The Inbound Handled metric measures the total number of inbound calls that have been successfully answered. You can use this metric to check the effectiveness of your incoming call management.

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Calculation: The count of records in the contact states feed where the first Instance of State field is true, and the Contact State Name field is ACTIVE, and the Direction field is INBOUND.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Login Count

The Login count metric tracks the total number of times an agent has logged into their account or system. You can use this metric to monitor agent activity and check attendance.

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Calculation: The count of records in the agent States feed where the Agent State Name field is LOGGEDIN.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent states
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Login Time

The Login Time metric measures the total duration an agent has spent logged into the Automatic Call Distributor (ACD) system. You can use this metric to monitor the availability of agents, check work patterns, and ensure agents spend enough time handling customers.

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Calculation: The sum of values from the Duration field in the agent states feed where the Agent State Name field is not LOGGEDOUT.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent states
Metric Type: Historical
Metric direction: Up, a- higher metric value is best.

Long Abandons

The Long Abandons metric counts the calls that were abandoned by callers after waiting longer than the short abandon threshold.

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Calculation: The count of records in the contact states feed where the Contact State Name field is ABANDONED, and the Is Short Abandon field is false, and the First Instance of State field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric Type: Historical
Metric direction: Down, a lower metric value is best.

Longest Answer Time

The Longest Answer Time metric measures the maximum speed at which an agent answers a call.

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Calculation: The maximum value found from the InQueue Seconds field in the Contact States feed where the Handled field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Longest Delay

The Longest Delay metric measures the maximum amount of queue time.

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Calculation: The maximum value found from the Inqueue Time per Skill field in the Contact States feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Max ACW Time

The Max ACW Time metric measures the maximum duration of ACW (After-Call Work) Time, which is the maximum time an agent spent handling tasks related to a call after it has ended.

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Calculation: The maximum value found from the ACW Time field in the Contact States feed where the Contact State Name field is ACTIVE, and the First Instance of State field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Max Abandon Time

The Max Abandon Time metric measures the maximum duration of Abandon Time.

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Calculation: The maximum value found from the Abandon Time field in the Contact States feed where the Contact State Name field is ABANDONED.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Max Hold Time

The Max Hold Time metric measures the maximum amount of Hold time.

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Calculation: The maximum value found from the Duration field in the Contact States feed where the Contact State Name field is HOLD.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Occupancy

The Occupancy metric measures the percentage of an agent's total time spent handling calls compared to their total time, which includes both available and call handling time. It helps you measure how effectively the agent is utilizing their work hours for customer support.

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Calculation: [Handle Time]/([Handle Time]+[Available Time])
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent states
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Out SLA

The Out SLA metric measures the number of calls that didn't meet service level standards. It shows how many customer interactions fell short of expected response time or support quality.

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Calculation: The count of records in the contact states feed where the In Service Level field is false.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Outbound Contacts

The Outbound metric measures the total number of outbound contacts made by agents. You can use this metric to understand the volume of outgoing calls or messages and manage your outbound communication efforts.

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Calculation: The count of records in the contact states feed where the First State for Skill field is true, and the Direction field is OUTBOUND, and the Total Duration Seconds field is greater than 2.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric Type: Historical
Metric direction: Up, a higher metric value is best.

Outbound Handled

The Outbound Handled metric measures the total number of outgoing calls that were successfully answered. It provides an overview of the effectiveness and reach of the outbound calling efforts.

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Calculation: The count of records in the contact states feed where the first Instance of State field is true, and the Contact State Name field is ACTIVE, and the Direction field is OUTBOUND.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric Type: Historical
Metric direction: Down, a lower metric value is best.

Pre-Queue Abandons

The Pre-Queue Abandon metric measures the number of calls abandoned within the IVR system before reaching the queue. You can use this metric to understand how many callers end their call without connecting to an agent or joining the queue.

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Calculation: The count of records in the contact states feed where the Contact State Name field is PREQUEUEABANDONED.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Higher, a higher metric value is best.

Pre-Queue Time

The Pre-Queue time metric measures the time a call is in the pre-queue stage. This metric can help understand how long callers interact with the automated system before being placed in the queue to connect to an agent.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is PREQUEUE.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Queued

The Queued metric measures the total number of inbound calls that are in the queue before being connected to an agent.

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Calculation: The count of records in the contact states feed where the first Queue for Skill field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Refusals

The Refusals metric measures the total count of interactions that an agent actively declines to handle. This metric provides insight into agent workloads and can identify potential problem areas due to high refusal rates

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Calculation: Count of instances where outStateId = -1 (Refused)
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric Type: Historical
Metric direction: Down, a lower metric value is best.

Refused Time

The Refused Time metric measures the total time an agent spends refusing interactions, reflecting how long they remain unavailable due to declining calls. This helps assess agent efficiency and training needs

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Calculation: Sum of durations where agentStateId=2 (Unavailable) and outStateId = -1 (Refused)
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Digital and Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Routing Time

The Routing Time metric tracks the duration it takes for a call to be connected to an agent. You can use the Routing Time metric to identify any problems in your call routing system. Using this data, you can make necessary adjustments to your call routing strategy.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is ROUTING.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric duration: Down, a lower metric value is best.

Short Abandons

The Short Abandons metric measures the number of calls that customers hang up before they reach a set time, called the short abandon threshold. This happens before they connect to an agent.

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Calculation: The count of records in the contact states feed where the Contact State Name field is ABANDONED, and the Is Short Abandon field is true, and the first instance of State field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Service Level

The Service Level metric measures the percentage of calls answered within a specified service level agreement.

Speed of Answer

The Speed of Answer metric calculates the total time a call spends waiting in a queue before it is answered by an agent. You can use this metric to identify areas that need improvement, such as increasing staff during peak hours or improving call routing.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is ROUTING, INQUEUE, REFUSED, CALLBACK, INQUEUEPREVIEW, and the Handled field is true.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Talk Time

The Talk Time metric measures the duration of a call, that includes both active conversation and any time spent on hold. This metric can be used to assess the efficiency of agents in resolving customer issues and to identify agents who may need training to handle calls more effectively.

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Calculation: The sum of values from the Duration field in the contact states feed where the Contact State Name field is ACTIVE, HOLD, CONFERENCE.
Filters:
- Employee group: Agent Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Media type, Disposition, Direction
Supported channel: Voice
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Unavailable Time

The Unavailable Time metric measures the duration an agent is not able to take calls. It helps you track agent availability and its impact on efficiency.

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Calculation: The sum of values from the Duration field in the agent states feed where the Agent State Name field is UNAVAILABLE.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent states
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Working Time

The Working Time metric measures the duration an agent spends either taking calls or being available to do so.

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Calculation: The sum of values from the Duration field in the agent states feed where the Agent State Name field is AVAILABLE, INBOUNDCONTACT, OUTBOUNDCONTACT, INBOUNDCONSULT, OUTBOUNDCONSULT. The sum of values from the Duration field in the agent states feed where the Agent State Name field is UNAVAILABLE, and the Is ACW State field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Company
- Attributes: Media type, Disposition, Direction
Supported channel: Agent states
Metric type: Historical
Metric direction: Up, a higher metric value is best.