Real-Time Metrics

This page provides you with detailed information about the various Real-time metrics available in the Metric widgets. By clicking on the Learn More dropdown, you can access additional details on each metric, including its calculation, filters, supported channels, and direction.

Agents Available

The Agents available metric is the number of agents currently in an Awaiting Contacts (available) session state while logged into an agent session.

Agents Logged In

The Agents Logged In metric is the number of agents currently logged on to an agent session.

Agents Unavailable

The Agents Unavailable metric is the number of Agents currently in an Unavailable agent state while logged on to an Agent Session.

Agents Working

The Agents Working metric is the number of agents currently in a Working Contacts agent state while logged on to an agent session.

Agts with Voice ACW

The Agents in ACW metric is the number of agents currently in the ACW agent state.

Callbacks InQueue

The Callbacks InQueue metric calculates the number of requested callbacks that are waiting to be dialed.

InQueue

The InQueue metric is the number of contacts currently waiting in queue.

Longest Callback IQ

The Longest Callback IQ metric displays a real-time value of the maximum amount of time an open phone call contact has spent in the callback contact state.

Longest InQueue

The Longest InQueue metric is the maximum time a single contact has spent in the Inqueue state.

Longest IQ NoCB

The Longest Inqueue No Callback metric is the maximum time that a single contacts has been in the InQueue state and did not request a callback.

Longest Unavailable

The Longest Unavailable metric is the maximum time a single agent has been in the unavailable agent state. (Near-Real-Time metric) state.

Longest Wait

The Longest Wait Time metric is the maximum time a single agent was in an Available agent state.

Longest Working

The Longest Working metric is the longest amount of time an agent has been actively working within a specific skill or campaign.

On Hold

The On Hold metric is the real-time count of contacts that are on hold.

Open Contacts

The Open Contacts metric is the number of digital contacts with a current status of Open.

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Calculation: This metric represents the total number of contacts in the open state in a given moment.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near real-time
Metric direction: Down, a lower metric value is best.

Pending Contacts

The Pending Contacts metric is the number of digital contacts with a current status of Pending.

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Calculation: This metric represents the total number of contacts in pending state in a given moment.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near real-time
Metric direction: Down, a lower metric value is best.

Resolved Contacts

The Resolved Contacts is the number of digital contacts that have the latest status as Resolved.

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Calculation: This metric represents the total number of contacts in resolved state in a given moment
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near real-time
Metric direction: Down, a lower metric value is best.