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.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Agent states
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
Agents Logged In
The Agents Logged In metric is the number of agents currently logged on to an agent session.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Agent states
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
Agents Unavailable
The Agents Unavailable metric is the number of Agents currently in an Unavailable agent state while logged on to an Agent Session.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Agent states
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
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.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Agent states
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
Agts with Voice ACW
The Agents in ACW metric is the number of agents currently in the ACW agent state.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Voice
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
Callbacks InQueue
The Callbacks InQueue metric calculates the number of requested callbacks that are waiting to be dialed.
Learn more
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Filters:
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Employee group: Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Voice
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
InQueue
The InQueue metric is the number of contacts currently waiting in queue.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Omnichannel
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
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.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Voice
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
Longest InQueue
The Longest InQueue metric is the maximum time a single contact has spent in the Inqueue state.
Learn more
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Filters:
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Employee group: Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Omnichannel
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
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.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Omnichannel
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Metric type: Near real-time
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Metric direction: Up, a higher metric value is best.
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.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Omnichannel
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
Longest Wait
The Longest Wait Time metric is the maximum time a single agent was in an Available agent state.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Omnichannel
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
Longest Working
The Longest Working metric is the longest amount of time an agent has been actively working within a specific skill or campaign.
Learn more
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Voice
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Metric direction: Down, a lower metric value is best.
New Contacts
The New Contact metric is the total number of digital contacts in the New status.
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Calculation: This metric represents the total number of contacts in the new state in a given moment.
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Filters:
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Employee group: Company
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Contact group: Skill, Campaign, Company
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Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
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Supported channel: Digital
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.
On Hold
The On Hold metric is the real-time count of contacts that are on hold.
Learn more
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Filters:
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Employee group: Company
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Contact group: Skill, Campaign, Company
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Attributes: Media type, Disposition, Direction
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Supported channel: Voice
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Metric direction: Down, a lower metric value is best.
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.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
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Supported channel: Digital
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Metric type: Near real-time
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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.
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Filters:
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Employee group: Agent, Team, Company
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Contact group: Skill, Campaign, Company
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Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
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Supported channel: Digital
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Metric type: Near real-time
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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.
Learn more
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Calculation: This metric represents the total number of contacts in resolved state in a given moment
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Filters:
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Employee group: Company
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Contact group: Skill, Campaign, Company
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Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
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Supported channel: Digital
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Metric type: Near real-time
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Metric direction: Down, a lower metric value is best.