The data dictionary provides details about every data attribute and metric available in the NICE CXone custom reporting. With this topic, you can determine the definition of a particular attribute or metric, its calculation if applicable, and details about where to find it and how to use it.
If you are looking for metrics for prebuilt reports or data download reports, they are listed within the individual report.
All time-based reporting data is presented in the time zone of the business unit, which is determined in the BU settings in CXone.
To find a specific attribute or metric on this page, select the View All filter on the top right. Then press CTRL + F on your keyboard. In the box that appears, enter the name of the attribute or metric.
Attributes
Agent
Active Agent
A flag indicating whether a corresponding agent is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Agent ID
The unique ID assigned to an agent. This attribute is often displayed with the Agent Name to differentiate between agents with the same name.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Agent Name
The name of the agent as specified in their NICE CXone user profile.
Agent snapshot, custom reporting, DDA, supervisor snapshot
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
At Home Worker
The at-home worker status of the user as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Current Team Name
The agent's current team assignment.
--
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The email address of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Employment Type
The employment type of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Hourly Cost
The hourly cost of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Location Name
The location of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Supervisor Name
The name of the agent's supervisor as specified in the agent's NICE CXone user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Time Zone
The agent's configured time zone.
--
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Agent Detail
Forced Logout by Agent ID
The ID of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout by Agent Name
The name of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout Date
The date on which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Forced Logout Time
The time at which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Campaign
Active (Campaign)
A flag indicating whether a corresponding campaign is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Campaign ID
The unique ID assigned to the campaign.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Campaign Name
The name of the campaign as specified in NICE CXone.
Campaign performance, custom reporting, DDA
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Contact Attempt
Contact Delivery Type
Contact Delivery Type Name
The delivery type of the contact.
Personal Connection
Contact start, true to interval
PC list management
PC
Contact Detail
ANI/From
The phone number or IP address the contact originated from.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Commitment Broken Date
The date on which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Broken Time
The time at which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment First Name
The first name of the contact the commitment was made to.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment ID
The unique ID of a commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Kept Date
The date on which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Kept Time
The time at which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Last Name
The last name of the contact the commitment was made to.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Commitment Made Date
The date someone made a commitment.
ACD
--
Contact detail, intraday
Contact
Commitment Made Time
The time someone made a commitment.
ACD
--
Contact detail, intraday
Contact
Commitment Phone Number
The phone number at which the contact wants to be called for the commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
Contact Agent Name
The name of the agent associated with the contact.
ACD
--
Contact detail, intraday
Contact
Contact End Date and Time
The date and time on which the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact End Reason
The reason the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact ID
The unique ID of the contact. This value will expand as needed up to a maximum of 19 digits long.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC
Contact Media Type Name
The type of media or delivery method associated with the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Skill Name
The name of the skill that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Start Date and Time
The start date and time of the contact interaction.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contact Team Name
The name of the team that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
DNIS/To
The phone number the call reached.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Master Contact ID
The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred three or more times.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Parent Contact ID
Contains the Contact ID of the contact from which the contact was created. Parent Contact ID is only available for elevated contact situations.
Transfers do not retain the Parent Contact ID.
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Takeover Agent Name
The name of the user that took over a conversation.
ACD
--
Contact detail, intraday
Contact
Takeover Contact ID
The ID of the contact whose conversation a second agent took over.
ACD
--
Contact detail, intraday
Contact
Takeover Date
The date on which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
Takeover Time
The time at which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
Contact Start Date
Date (Contact Start)
The actual date, usually in reference to the date of the contact.
NICE CXone aggregates all summary-level information based on when the contact starts when using this date dimension.
Agent snapshot, campaign performance, custom reporting, DDA, skill performance, supervisor snapshot
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact
Date Hierarchy
A drill-down hierarchy of the date elements.
NICE CXone aggregates the summary-level information based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Day Name
The named calendar day; for example, Sunday.
NICE CXone aggregates all summary-level information based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Day of Week Number
The numerical calendar day; for example, 1 is Sunday.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Month Name
The named calendar month; for example, October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Month Number
The numerical calendar month; for example 10 is October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Quarter
The standard calendar quarter; for example, Q1 is January–March.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Week
The numerical calendar week; for example, week 39.
NICE CXone aggregates all summary-level information when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Start Year
The calendar year; for example, 2022.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Start Time
12 Hour Hierarchy
A time hierarchy drill-down using the 12-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
24-Hour Hierarchy
A time hierarchy drill-down using the 24-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
Start Hour
Displays hours as numerical values, 1-24.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time 12 Hour Time
Displays 15-minute time buckets on a 12-hour AM/PM time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Hour-Military Time
Displays hours on a 24-hour military time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Minute
Displays 15-minute blocks as numerical values; for example, 15, 30, or 45. When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
15 Minute Interval
A 15-minute interval range on the quarter hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
30 Minute Interval
A 30-minute time interval range on the half hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
60 Minute Interval
A 60-minute interval range on the whole hour.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time 12 Hour Time
Displays 15-minute time buckets on a 12-hour AM/PM time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Time Military Time
Displays 15-minute time buckets on a 24-hour military time clock.
When using this time dimension, NICE CXone aggregates all summary-level information based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Type
Contact Type
The classification description for contacts within the system.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Date
Date
The actual date, usually in reference to the date of the contact; for example, 10/23/2022.
Agent snapshot, campaign performance, custom reporting, DDA, skill performance, supervisor snapshot
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Date Hierarchy
A drill-down tree hierarchy or the date elements.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Day Name
The name of the weekday; for example, Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Day of Week Number
The numerical week day; for example, a value of 1 means Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Month Name
The name of the calendar month; for example, January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Month Number
The numerical calendar month; for example, a value of 1 means January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Quarter
The number of the standard calendar quarter; for example, a value of Q1 means January through March.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Week
The numerical calendar week; for example, Week 39.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Year
The calendar year; for example, 2022.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Direction
Direction
Whether the contact was inbound or outbound.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition
Active (Disposition)
A flag indicating whether a disposition is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list summary
Agent, contact, PC, IVR
Classification
The category of dispositions of a contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Dialing Outcome
The possible outcomes of an outbound dialer contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Disposition Name
The disposition text description. It includes the name for a particular disposition.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Reporting Group
A grouping of related dispositions.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition Classification
Disposition Classification ID
The unique ID assigned to the disposition classification.
Personal Connection
True to interval
PC List Management
Agent, contact
Disposition Classification Name
The name given to the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
Disposition Classification Type Name
The type of the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
IVR Detail
Active IVR Script
A flag indicating whether a corresponding script is active or inactive.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action Sequence
Numbers listed in sequence that show the order of actions a contact takes in the IVR. Requires the use of the contact ID.
ACD
--
Contact detail, intraday
Contact, IVR
Capture Date/Time
The date the result was captured.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action
The type of action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Action ID
The ID of the action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
Action Label
The custom label given to an action in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
Script ID
The unique ID assigned to the script. The ID changes with each version of the script.
ACD
--
Contact detail, intraday
Contact, IVR
Script Name
The name of the script as specified in Studio.
ACD
--
Contact detail, intraday
Contact, IVR
IVR Result
The result of a particular script action.
ACD
--
Contact detail, intraday
Contact, IVR
Location
Active (Location)
A flag indicating whether the location associated with the user forced logout is an active location or not.
ACD, Personal Connection
Contact star, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Location ID
The ID of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Location Name
The name of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Media Type
Media Type Name
The media type or channel of a contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management
Agent, contact, PC, IVR
Point of Contact
Active Point of Contact (POC)
A flag indicating whether a point of contact is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC)
The point of contact value or description. It displays the action point of the contact phone number.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Name
The name of the point of contact within the skill configuration.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Skill ID
The ID of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Point of Contact (POC) Skill Name
The name of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Prospective Contact
Removed
Whether or not a contact source has been marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source
Active (Prospective Contact Source)
Whether or not a prospective contact source is active.
Personal Connection
True to interval
PC list management
PC
Prospective Contact Source Name
The name of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source Description
The description of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Prospective Contact Source Removed
Whether or not a contact source was marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
Session
Duration
The total amount of time between when the agent logged in and when the agent logged out.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Login Date
The date and time that the agent logged in to Agent.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Logout Date
The date and time that the agent logged out of Agent.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Session ID
The unique ID assigned to the agent's login session within the NICE CXone system.
Agent snapshot, supervisor snapshot
ACD
Contact start, true to interval
--
--
Skill
Active (Skill)
A flag indicating whether a skill is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Agentless
Whether or not the skill is marked agentless.
Personal Connection
Contact start, true to interval
PC list management
PC
Contact Method
Whether a contact was created from Personal Connection (auto) or an alternative (manual) source from any media type.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Service Level Goal
The service level goal configured for the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
Service Level Threshold
The threshold configured for the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
Skill Direction
Whether the skill is inbound or outbound.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
Skill ID
The unique ID assigned to the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Skill Name
The text description of the skill. It displays the name assigned to the skill.
Custom reporting, DDA, skill performance
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Station
Active (Station)
Whether or not a station profile is active.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Caller ID
The caller ID configured to display for the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Last Login
The date and time of the last login to the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Phone Number
The phone number associated with the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Station ID
The unique ID assigned to the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Station Name
The name of the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Station Timeout
The session timeout for the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Tag
Tag Name
The tag text description. It includes the name for a particular tag.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Team
Active (Team)
A flag indicating whether a team is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Team ID
The unique ID assigned to the team.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Team Name
The description of the team. It displays the name assigned to the team.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Time
Hour
The numerical values of hours (1-24).
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Hour Military Time
Hours on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Hour 12 Hour Time
Hours on a 12-hour AM/PM time clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Minute
Numerical values of minutes. For example, 15, 30, or 45.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
12 Hour Hierarchy
A time hierarchy drill-down using the 12-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
24 Hour Hierarchy
A time hierarchy drill-down using the 24-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
15 Minute Interval
A 15-minute time interval range on the quarter hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
30 Minute Interval
A 30-minute time interval range on the half hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
60 Minute Interval
A 60-minute time interval range on the whole hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Time Military Time
15-minute time buckets on a 24-hour, or military time, clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Time 12 Hour Time
15-minute time buckets on a 12-hour AM/PM clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Hours
The numerical values of hours (1-24).
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Hours 24
Hours on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Hours AM/PM
Hours on a 12-hour AM/PM time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Minutes
Numerical values of minutes. For example, 15, 30, or 45.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Range 15 Minutes
A 15-minute time interval range on the quarter hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Range 30 Minutes
A 30-minute time interval range on the half hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Range 60 Minutes
A 60-minute time interval range on the whole hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Time AM/PM
15-minute time buckets on a 12-hour AM/PM clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Time
15-minute time buckets on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Unavailable Codes
Unavailable Code
The list of possible unavailable codes that an agent can use.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Unavailable Code Type
The type or categorization assigned to the unavailable code.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Metrics
Amount
Amount
The amount related to a positive outcome.
Sum of COMMITMENT AMOUNT where:
- Disposition Reporting Group = POSITIVE OUTCOME
Personal Connection
--
PC list management
PC
Amount
$$$.$$
Amount per Positive
The average amount of money a contact commits to pay per positive outcome.
[Commitment Amount] / [Positive Outcomes]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Amount
$$$.$$
Amount per Right Party
The average amount of money a contact commits to pay when an agent contacts the right party.
[Commitment Amount] / [Right Party Connects]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Amount
$$$.$$
Commitment Amount
The amount of money the contact committed to paying.
Sum of COMMITMENT AMOUNT where:
- Disposition Group = POSITIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday, PC list management
PC
Amount
$$$.$$
Count
Abandons
The number of contacts that spent time waiting to speak to an agent and hung up before the ACD transferred them to an agent.
These are not calls that the IVR resolved.
Campaign performance report, custom reporting, DDA, skill performance report
The count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State Description = ABANDONED
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Abandons (Outbound)
The number of times the predictive dialer connected to a live agent but had to abandon the call because no agent was available to take it.
Count of unique CONTACT_IDs where:
- Disposition Classification = ABANDON, AGENT ABANDON
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
ACD Contacts (ACDC)
The number of contacts that passed through the ACD contact state category.
Count of unique CONTACT_IDs where:
- Contact State Category = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
ACW Contacts (ACWC)
The number of contacts that resulted in after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction).
Count of unique CONTACT_IDs where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Agent Abandons
The number of outbound calls that were answered but not assigned to an agent. This may be because there were no agents available or because the system experienced a problem assigning the call to an agent. The call is typically still ringing.
If the agent hangs up after the customer has answered, the call goes through the normal disposition process and is not considered an agent abandon. It is no different from a disposition point of view than if the customer had hung up.
Count of unique CONTACT_IDs where:
- Disposition Classification = AGENT ABANDON
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Agent Contacts
The number of contacts that interacted with an agent.
Count of unique CONTACT_IDs where:
- Agent State is NOT NULL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Agent Final
The number of inbound and outbound contacts the system routed to an agent.
The count of unique records where:
- Finalization = AGENT
Personal Connection
--
PC list management
PC
Count
##
Agent Offered
The number of inbound and outbound contacts that the system routed to an agent.
Campaign performance report, custom reporting, DDA, skill performance report
Count of unique CONTACT_IDs where:
- Contact State Description = ROUTING
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Agent Retries
The number of contacts agents rescheduled for completion at a later date.
Count of unique CONTACT_IDs where:
- Reporting Group = AGENT RETRY
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Answered
Count of all contacts that were answered, unless using in conjunction with Personal Connection. When using with PC, this is related to outbound calls only.
Count of unique CONTACT_IDs where:
- Contact State Description = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Count
##
Answer Machine
The number of outbound calls that reached an answering machine.
Count of unique CONTACT_IDs where:
- Disposition Classification = RETRY - ANSWERING MACHINE, FINAL - ANSWERING MACHINE, ANSWERING MACHINE LEFT MESSAGE, ANSWERING MACHINE
Personal Connection
--
Contact detail, contact summary, intraday, PC list management
PC
Count
##
Attempts
The number of attempts made on the record.
The count of attempts made.
Personal Connection
--
PC list management
PC
Count
##
Attempts (01)
The count of contacts where the dialer has made one attempt.
The count of unique records where:
- Attempts = 1
Personal Connection
--
PC list management
PC
Count
##
Attempts (02)
The count of contacts where the dialer has made two attempts.
The count of unique records where:
- Attempts = 2
Personal Connection
--
PC list management
PC
Count
##
Attempts (03)
The count of contacts where the dialer has made three attempts.
The count of unique records where:
- Attempts = 3
Personal Connection
--
PC list management
PC
Count
##
Attempts (04)
The count of contacts where the dialer has made four attempts.
The count of unique records where:
- Attempts = 4
Personal Connection
--
PC list management
PC
Count
##
Attempts (05)
The count of contacts where the dialer has made five attempts.
The count of unique records where:
- Attempts = 5
Personal Connection
--
PC list management
PC
Count
##
Attempts (06-12)
The count of contacts where the dialer has made six to twelve attempts.
The count of unique records where:
- Attempts >=6 AND <=12
Personal Connection
--
PC list management
PC
Count
##
Attempts (13 Plus)
The count of contacts where the dialer has made thirteen or more attempts.
The count of unique records where:
- Attempts >=13
Personal Connection
--
PC list management
PC
Count
##
Attempts Toward Exhaustion
The count of attempts that count toward the exhaustion of a contact on a dialing list.
--
Personal Connection
--
PC list management
PC
Count
##
Available
The total number of records available for dialing.
The count of unique records where:
- Status = AVAILABLE
Personal Connection
--
PC list management
PC
Count
##
Busy
The number of calls that reached a busy signal.
Count of unique CONTACT_IDs where:
- Disposition Classification = BUSY, NETWORK BUSY
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Callback Requests (CBR)
The number of contacts that entered the queue and requested a callback instead of waiting for an agent to become available.
Count of unique CONTACT_IDs where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Commitments
The number of commitments that agents made.
Count of unique promise keeper IDs.
ACD
--
Contact detail, intraday
Contact
Count
--
Completes per Hour
The number of connects per hour.
[Positive Outcomes] + [Negative Outcomes] + [Other Completes] / [Skill Time] / 36000
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Conferenced (CNFD)
The number of contacts that agents placed in a conference.
Count of unique CONTACT_IDs where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Conferences (CNF)
The number of times an agent placed a contact in a conference.
Count of CONTACT_IDs where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Connects
The number of calls connected. It includes calls that reached an agent and calls that the contact or dialer abandoned.
[Handled] + [Abandons] + [Agent Abandons]
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Contacts
The number of contacts logged into the system.
Count of unique CONTACT_IDs.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Dials
The number of dials processed by the media server. The dialer performs call progress analysis (CPA) and it results in a system disposition, such as Ring No Answer, Busy, or Operator Intercept, or "Connect". The dialer pre-links the agent to the audio of the attempt during CPA for manual, preview, and progressive dialing strategies.
[Total Contacts] - ([Suppressed Contacts] + [Preview Rejected])
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Elevated
The flag indicating that a contact has been elevated.
This metric does not support choosing a specific interval when using the True to Interval paradigm.
Count of times contact was elevated
ACD
--
Contact detail, contact summary, intraday
Contact
Count
##
Elevations
Shows the number of times a new media type is opened from an individual contact interaction.
This metric does not support choosing a specific interval when using the True to Interval paradigm.
Number of times a new media interaction is elevated
ACD
--
Contact detail, contact summary, intraday
Contact
Count
##
Entered ACW
The number of agents that entered the after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) state during the specified time period or interval. It is for interval reports.
Count of unique CONTACT_IDs where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Entered Callback
The number of contacts that entered the queue during this time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
Entered Inqueue
The number of contacts that entered the queue during this time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = INQUEUE
ACD
--
Contact detail, contact summary, intraday
Agent, contact
Count
##
Entered Prequeue
The number of contacts that entered the IVR or prequeue state during the specified time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Expired
The number of records on a list marked as expired.
--
Personal Connection
--
PC list management
PC
Count
##
Fax/Modem
The number of dialed calls that reached a fax machine or modem.
Count of unique CONTACT_IDs where:
- Dialing Outcomes = FAX MACHINE
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Final
A count of the number of records on a list that are marked as final.
--
Personal Connection
--
PC list management
PC
Count
##
Forced Logouts
A count of forced logouts.
Count of unique SESSIONS where:
- Forced Logout = True
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Count
##
Handled (ANS)
Also known as Contacts Answered, the number of inbound and outbound contacts that at some point spoke with an agent. Does not include conferences.
Campaign performance report, custom reporting, DDA, skill performance report
Count of unique CONTACT_IDs where:
- Contact State Description = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Held (HLD)
The number of contacts the agents placed on hold.
Count of unique CONTACT_IDs where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Held Party Abandons (HPAS)
The number of contacts that abandoned the call while on hold.
Count of unique CONTACT_IDs where:
- Outstate = HELDPARTYABANDONED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Holds (HLDS)
The number of times agents placed a contact on hold.
Count of unique CONTACT_IDs where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
In SLA (INSLA)
The number of contacts queued for a skill and routed to an agent within the defined service level threshold. You can define the SLA when you configure the skill.
Count of unique CONTACT_IDs where:
- Direction = Inbound
- Contact State Description NOT = ABANDONED, PREQUEUEABANDONED
- InQueue Time < Skill Service Level Time
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Inbound (IB)
The number of valid contacts that entered the NICE CXone network and spent at least two seconds there.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Inbound Agent Offered
The number of inbound contacts the system routed to an agent.
The count of unique CONTACT_IDs where:
- Contact State Description = Routing
- Direction = Inbound
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Inbound Handled (IBHD)
The number of inbound contacts an agent handled.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = ACTIVE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
Incoming (INC)
The number of inbound contacts that entered the NICE CXone system.
Campaign performance report, custom reporting, DDA, skill performance report
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = PREQUEUE, SPAWNED, or PLACECALL
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
IVR Action Count
The total number of times a contact passed any action in the IVR during the specified time interval.
Count of script options where:
- The contact triggered an IVR action
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Count
##
IVR Result Count
The total number of times a contact selected the result of a certain action.
Count of script options where:
- The contact triggered an IVR result
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Count
##
Loaded
The number of records the system loaded.
The count of unique records loaded.
Personal Connection
--
PC list management
PC
Count
##
Long Abandons
The number of contacts that spent more time in the agent queue than specified in the short abandon interval before hanging up.
[Abandons] - [Short Abandons]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Negative Outcomes
The number of handled contacts that resulted in a negative outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = NEGATIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Net Loaded
The number of loaded records remaining after the scrub process is complete.
Personal Connection
--
PC list management
PC
Count
##
Not Finalized
The number of records that do not have a final outcome to date.
The count of distinct records where:
- Final Outcome = NULL
Personal Connection
--
PC list management
PC
Count
##
Number of Logins (LOG)
The number of agents logged into NICE CXone.
Count of all unique AGENT SESSION IDs.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Count
##
Other Completes
The number of handled contacts that resulted in neither a positive or negative outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = Other Complete
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Other Final
Formerly called Checked In Other.
--
Personal Connection
--
PC list management
PC
Count
##
Out SLA (OSLA)
The number of contacts assigned to a skill but handled outside of the specified service level threshold. Abandons are taken into account based on the skill configuration.
[SLT exceeded] + [SLA Short Abandons]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Outbound (OB)
The number of outbound contacts an agent or script reached. It includes handled and non-handled contacts.
Campaign performance report, custom reporting, DDA, skill performance report
Count of unique CONTACT_IDs where:
- Direction = Outbound
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Outbound Handled (OBHD)
The number of outbound contacts an agent handled.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- Contact State = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Outbound Handled Connects
Also known as Calls Connected, the number of calls the agent handled. In the case of preview dialer skills, this value would equate to dials, since no system disposition is involved.
The agent disposition of the call has no effect on this metric. It commonly appears as a KPI metric, since you cannot alter it.
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- State Description= ACTIVE
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Outbound Handled per Hour
The average number of live calls per hour that the system connected to an agent for handling.
[Handled] / ([Skill Time] / 36000)
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##.##
Outbound Queued
The number of outbound contacts that spent time in the queue.
The distinct number of contacts where:
- Contact State = INQUEUE
- Direction = OUTBOUND
ACD, Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Outbound Unavailable
The number of agents logged into an outbound skill who have an unavailable code.
The distinct number of agents where:
- Direction = OUTBOUND
- Agent Unavailable Code is not blank
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday
Agent, PC
Count
##
Parked
The number of distinct email contacts that entered a Parked contact state.
--
ACD
True to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
Parked (Total)
The number of times email contacts entered a parked contact state. The total includes each occurrence if a contact enters the state more than once.
--
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
Positive Outcomes
The number of contacts that resulted in a positive outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = POSITIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Positive Outcomes per Hour
The average number of contacts per hour that resulted in a positive outcome.
[Positive Outcomes] / ([Skill Time] / 36000)
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##.##
Prequeue Abandons (PQA)
The number of contacts that hung up in the IVR after spending more than two seconds there.
Count of unique CONTACT_IDs where:
- Contact State = PREQUEUEABANDON
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Prequeued
The number of contacts that entered through the IVR or prequeued state.
Count of unique CONTACT_IDs where:
- Contact State = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Preview Contacts
The number of previews delivered to the agent. It only applies to preview skills.
Distinct count of contacts where:
- Contact State = PREVIEW
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Preview Rejects
The number of previews the agent rejected. It only applies to preview skills.
Distinct count of contacts where:
- Contact Event = PREVIEWREJECT
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Queued (QUE)
The number of inbound contacts the system placed in the queue, regardless of the amount of time spent there. This includes contacts that waited in the queue, contacts the system immediately routed to an agent, and contacts that an agent transferred somewhere else. It does not include a consult followed by a transfer.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = INQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Queue Offered
The number of inbound contacts that entered the skill queue for the first time during an interval or time period.
Count of unique CONTACT_IDs where:
- First Contact State = INQUEUE, CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Refusals (RFS)
The number of times an agent refused a single contact.
Count where:
- Contact Outstate = REFUSED
Grouped by unique CONTACT_ID.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Refused (REF)
The number of contacts the system offered the agent where the agent did not respond. If the system routes the contact to the same agent a second time and they answer the contact, the contact is counted as both a refused call and a handled call for that agent. For this reason, refused and handled may not add up to offered.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Count of unique CONTACT_IDs where:
- Contact Outstate = REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Removed
The number of records on a list marked as removed.
--
Personal Connection
--
PC list management
PC
Count
##
Right Party Connects
The number of handled calls that reached the correct party.
[Positive Outcomes] + [Negative Outcomes]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Right Party Connects per Hour
The number of handled calls that reached the correct party per hour.
([Right Party Connects] / [Outbound Skill Time]) / 360000
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
RNA
The number of calls resulting in ringing with no answer.
Count of unique CONTACT_IDs where:
- Disposition Classification = NO ANSWER
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Routed (RTD)
The number of times the system routed a call to an agent. It usually relates to refusals.
Count where:
- Contact State = ROUTING
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Scrubbed
The number of records the dialer cannot call either because of a DNC match or because the minimum fields are not correctly populated.
The count of unique records where:
- Record flagged as not callable
Personal Connection
--
PC list management
PC
Count
##
Short Abandons (SABN)
The number of contacts that spent time in the agent queue and hung up before the time specified in the short abandon interval.
Count of unique CONTACT_IDs where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
SLA Long Abandons
The number of inbound contacts that abandoned the call and were outside the defined service level.
This metric does not maintain historical context; it depends on skill settings to determine whether a record counts or not. When you change the skill settings, it changes this metric on existing records.
Count of unique CONTACT_IDs where:
- Exceeds SLA Threshold = TRUE
- Has Other Abandon = TRUE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
SLA Short Abandons
The number of inbound contacts that abandoned the call before reaching the defined service level.
This metric does not maintain historical context; it depends on skill settings to determine whether a record counts or not. When you change the skill settings, it changes this metric on existing records.
Count of unique CONTACT_IDs where:
- Exceeds SLA Threshold = FALSE
- Has Short Abandon = TRUE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
Source Deactivated
A user set the list, or the source of the calling record, as deactivated.
--
Personal Connection
--
PC list management
PC
Count
##
Source Removed
The source list of the calling record is currently inactive and a user has requested its removal. A request takes 10 days to complete, and the waiting period has not yet ended.
--
Personal Connection
--
PC list management
PC
Count
##
Spawned (SPN)
The number of contacts an NICE CXone script spawned.
Count of unique CONTACT_IDs where:
- Contact State Description = SPAWNED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
Suppressed Contacts
The number of contacts that an agent suppressed.
Count of unique CONTACT_IDs where:
- Dialing Outcome = MANUAL, WEBSERVICE, IVR, SCRIPT ACTION, BULK UPLOAD SUPPRESSION
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Suppressed Final
The number of calls finalized by the suppression engine.
The count of unique records where:
- Finalization = SUPPRESSION
Personal Connection
--
PC list management
PC
Count
##
System Outcomes
The number of contacts that resulted in a system outcome.
Count of unique CONTACT_IDs where:
- Disposition = SYSTEM
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Takeovers
The number of contacts that a supervisor monitored and took over.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TAKEOVER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Total Finalized
The number of records that received a final outcome to date.
The count of unique records where:
- Final Outcome is NOT NULL
Personal Connection
--
PC list management
PC
Count
##
Total System Final
Records where the system assigned the final outcome.
The count of unique records where:
- Finalization - SYSTEM
Personal Connection
--
PC list management
PC
Count
##
Transferred (TFRC)
The number of contacts that agents transferred to an outside number, to another agent, to a skill queue, or by consult followed by transfer.
Count of unique CONTACT_IDs where:
- Contact State Description = TRANSFER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Transfer to Agent (ATRX)
The number of calls an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TRANSFER TO AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Transfer to Consult (CTRX)
The number of contacts that an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = CONSULT FOLLOWED BY TRANSFER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Transfer to Skill (STRX)
The number of contacts that an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TRANSFER TO SKILL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Unassigned to Skill
Records on the system are not currently associated with any skill.
--
Personal Connection
--
PC list management
--
Count
##
Unclassified
The number of calls an agent handled but did not disposition. This happened either because you did not add the disposition to the skill or because you did not make the disposition required.
Count of unique CONTACT_IDs where:
- Disposition = INFERRED/UNKNOWN
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Percent
Connect Rate
The percent of all numbers dialed that connected to a contact.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Conversion Rate
The percent of total contacts converted to a positive outcome.
[Positive Outcomes] / [Contacts]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Gross Penetration Rate
The number of records finalized versus the total that loaded before the scrub process.
[Total Finalized] / [Loaded]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
IVR Percent Selection
The percentage of times where the customer selected an action and an IVR result was selected during the specified time interval.
[Result Count] / [Action Count]
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Percent
##.##
Net Penetration Rate
The number of records finalized versus the total loaded after the scrub process.
[Total Finalized] / [Net Loaded]
Personal Connection
--
PC list management
PC
Percent
##.##
Occupancy (OCC)
The percentage of total wait and handle time agents spent handling contacts.
Agent snapshot, custom reporting, DDA, supervisor snapshot
[Handle Time] / ([Handle Time] + [Available Time] )
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Outbound Conversion Rate
The percentage of total outbound contacts handled that resulted in a positive outcome.
[Positive Outcomes] / [Outbound Handled]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Abandon (Outbound)
The percentage of total calls answered by a live contact that the predictive dialer abandoned because no agent was available.
[Agent Abandons] + [Abandons (Outbound)] / [Connects]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Abandons (%ABN)
The percentage of total contacts queued that abandoned prior to reaching an agent.
Campaign performance report, custom reporting, DDA, skill performance report
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Percent
##.##
Percent Active Talk Time
The percentage of total handle time the agent spent actively speaking with the contact.
[Active Talk Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent ACW Contact
The percentage of total contact time that the contact spent in the after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) state. You can display it by skill, campaign, or media.
[ACW Time] / ([Total Contact Time] + [ACW Time])
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent ACW Login (%ACWTC)
The percentage of total time logged in that agents spent in the after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) state. You can display it by skill, campaign, or media.
[ACW Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent ACW Skill
The percentage of total outbound skill time an agent spent working on after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) .
[ACW Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Auto Outbound Time
The percentage of total time the agent was logged in where their state was "Dialer".
[Dialer Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Available Time (%AVT)
The percentage of total login time an agent spent in an available state.
[Available Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Callback Requests (%CBR)
The percentage of total contacts queued that requested a callback.
[Callback Requests] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Conferenced (%CNF)
The percentage of total handled contacts that the agent included in a conference.
[Conference Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Conference Time (%CNFT)
The percentage of total handle time an agent spent in a conference.
[Conference Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Consult Time (%CON)
The percentage of total time logged in that an agent spent in a consult state.
[Consult Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Custom Unavailable Time (%UCT)
The percentage of total time logged in an agent spent in a custom unavailable state.
[Unavailable Codes Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent General Unavailable Time (%GUT)
The percentage of total time logged in an agent spent in a general unavailable state.
[Unavailable Time (General)] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Handled (%ANS)
The percentage of total contacts queued that the agents handled.
Percent Handle Time (%HT)
The percentage of total time logged in an agent spent handling a contact.
[Handle Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Held (%HLD)
The percentage of total handled contacts that an agent put on hold.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Held Party Abandon (%HPA)
The percentage of total held calls where the contact abandoned the call.
[Held Party Abandons] / [Held]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Held Party Abandon Time (%HPAT)
The percentage of total unavailable time caused by a held party abandon.
[HPA Time] / [Unavailable Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Hold Time (%HLDT)
The percentage of total handle time the agent had the contact on hold.
[Hold Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Inbound (%IB)
The percentage of total contacts that were inbound.
Percent Inbound Agent Offered
The percentage of contacts that entered the queue that were offered to an agent.
[Inbound Agent Offered] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Inbound Time (%IBT)
The percentage of time logged in the agent spent actively handling inbound contacts.
[Inbound Time] / [Login Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Percent
##.##
Percent InQueue Time (%IQT)
The percentage of total contact time the contact spent in the queue waiting for an agent to become available.
[Inqueue Time] / [Total Contact Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent In SLA (%INSLA)
The percentage of total contacts that agents handled within the defined service level agreement threshold.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Long Abandons (%LABN)
The percentage of total contacts queued that abandoned a call beyond the short abandon threshold value configured in the skill.
[Long Abandons] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Outbound (%OB)
The percentage of total contacts the agents or dialer called and handled.
Percent Outbound Talk Time
The percentage of the total time an agent was logged in that they spent talking to a contact.
[Outbound Talk Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Outbound Time (%OBT)
The percentage of total time logged in that agents spent handling outbound contacts.
[Outbound Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Outbound Unavailable Time
The percentage of total outbound skill time an agent spent in an unavailable state.
[Outbound Unavailable Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Out SLA (%OSLA)
The percentage of total contacts agents handled outside the defined service level agreement threshold.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent PostQueue Time (%PQT)
The percentage of total contact time the contact spent in a postqueue state.
[Postqueue Time] / [Total Contact Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent PreQueue Abandons (%PQA)
The percentage of total inbound contacts that exited the system from the IVR or prequeue state. Note that although every contact enters NICE CXone via the IVR on a default skill, NICE CXone does not apply the skill until the customer has exhausted their options in the IVR and decides to speak with an agent. For this reason, this metric does not link to a skill.
[Prequeue Abandons] / [Inbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent PreQueue Time (%PRQT)
The percentage of total contact time the contact spent in the IVR or prequeue state.
[Prequeue Time] / [Total Contact Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Preview Time
The percentage of total outbound skill time an agent spent viewing the preview message prior to accepting or rejecting the call. It only applies to preview skills.
[Preview Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Percent Queued (%QUE)
The percentage of total inbound contacts that left the IVR and entered a queue, regardless of the amount of time spent in the queue. It does not include transfers.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Refused (%REF)
The percentage of total contacts offered to the agent that the agent never answered.
[Refused] / [Agent Offered]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Refused Time (%REFT)
The percentage of total unavailable time the agent spent in a refused state.
[Refused Time] / [Total Unavailable Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Short Abandons (%SABN)
The percentage of total contacts queued that abandoned the call within the short abandon time frame configured in the skill.
[Short Abandons] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
Percent Talk Time (%TT)
The percentage of the total handle time that the agent spent speaking to the contact.
[Talk Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Transferred (%TFR)
The percentage of total contacts handled that the original agent re-routed.
[Transferred] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
Percent Unavailable Time (%UT)
The percentage of login time that agents spent in an unavailable state.
[Unavailable Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Percent Wait Time
The percentage of total outbound skill time an agent spent connected to the call waiting for the contact to answer or for the system to identify the call as a no answer.
[Wait Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Productivity Rate
Shows the relationship between the total contact handle time and the linear representation of the agent's handle time.
This metric only applies for users with dynamic delivery enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
[Handle Time] / [Agent Time]
ACD
--
Contact detail, contact summary, intraday
Agent
Percent
##.##
Service Level
The percentage of total contacts that the system offered to an agent within the defined service level threshold while taking abandonment impact into account. You can configure the service level and abandonment impacts when you configure a skill.
Working Rate
The percentage of total time the agent was logged in that they were available or actively handling contacts.
[Working Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Time
Abandon Time (ABNT)
The length of time the contact spent in the queue prior to abandoning the call.
The sum of time for all contacts where:
- Contact State = INQUEUE
- Direction = INBOUND
- Contact State Description = ABANDONED
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
ACD Time (ACDT)
The total length of time the contact spent in the automatic call distributor.
The sum of time for a contact where:
- Contact State Description = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Active Talk Time (ATT)
The total length of time the contact spent in active conversation with the primary agent. It does not include hold time or conference time.
The sum of time for a contact where:
- Contact State Description = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
ACW Time (ACWT)
The length of time the agent spent doing after contact work (ACW) .
Sum of the time where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Agent Time
Linear representation of agent handle time taking into consideration only the top level contact as specified by the Master Contact ID.
This metric only applies for users with dynamic delivery enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
[Handle Time] - [Concurrent Time]
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
Attempt Duration
The duration of the call attempt, from the time the call initiates until it disconnects.
--
Personal Connection
--
PC list management
PC
Time
##.##
Auto Outbound Time
The duration in seconds where the agent state was "Dialer".
Sum of the time where:
- Agent State = DIALER
Personal Connection
--
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Average IVR Time
The average length of time a contact spends in the IVR.
All of the IVR Time is assigned to the final action with the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Time
##.##
Available Time (AVT)
The length of time agents spent waiting for contacts to arrive.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Sum of the time where:
- Agent State = AVAILABLE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Avg Abandon Time (AABT)
The average amount of time a caller waited in the queue before abandoning the call.
Campaign performance report, custom reporting, DDA, skill performance report
[Abandon Time] / [Abandons]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Active Talk Time (AATT)
The average amount of time the contact spent in active conversation with the primary agent.
[Active Talk Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg ACW Time (AACWT)
The average amount of time contacts spent in the after contact work (ACW) state.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg Conference Time (ACNFT)
The average amount of time contacts spent in a conference call.
[Conference Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg Handle Time (AHT)
The average amount of time an agent spent handling a contact.
Campaign performance report, custom reporting, DDA, skill performance report
[Handle Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg Hold Time (AHLDT)
The average amount of time contacts spent on hold with agents.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg HPA Time (AHPAT)
The average amount of time an agent spent in the held party abandon state.
[HPA Time] / [Held Party Abandons]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg Inbound Time (AIBT)
The average amount of time an inbound contact spent with an agent.
[Inbound Time] / [Inbound Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Avg InQueue Time (AIQT)
The average amount of time contacts spent in the queue.
Campaign performance report, custom reporting, DDA, skill performance report
[Inqueue Time] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Long Abandon Time (ALABT)
The average amount of time a contact took to abandon a call outside of the Short Abandon Time.
[Long Abandon Time] / [Long Abandons]
ACD
True to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Outbound Talk Time
The average amount of time agents spent speaking to each live connect.
[Outbound Talk Time] / [Outbound Handled]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Avg Outbound Time (AOBT)
The average amount of time an agent spent connecting to outbound contacts. It includes the time the phone was ringing, even if the intended party never answered.
[Outbound Time] / [Outbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Avg Outbound Unavailable Time
The average amount of time an agent logged into an outbound skill spent in an unavailable state. It is based on the unavailable codes selected in the report filter.
[Unavailable Time] / [Login Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Avg PostQueue Time (APQT)
The average amount of time the contact spent in the postqueue state.
[Postqueue Time] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg PreQueue Time (APRQT)
The average amount of time the contact spent in the IVR or prequeue state.
[Prequeue Time] / [Inbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Preview Time
The average amount of time an agent spent in the preview state per contact.
[Preview Time] / [Preview Contacts]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Avg Refused Time (AREFT)
The average amount of time it took an agent to refuse a contact.
[Refused Time] / [Refused]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Avg Short Abandon Time (ASABT)
The average amount of time a contact took to short abandon a call.
[Short Abandon Time] / [Short Abandons]
ACD
True to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Skill Time
The average amount of time a contact spent in a skill.
[Skill Time] / [Handled]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Avg Speed of Answer (ASA)
The average amount of time it took an agent to answer a call after the contact chose the option to speak to an agent.
[Speed of Answer] / [Inbound Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Avg Talk Time (ATT)
The average amount of time a contact spent speaking with an agent, including hold time and conference time.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Avg Talk Time Retries
The average amount of time an agent spent speaking on every call that they rescheduled.
([Talk Time] FILTERED ON agent retry) / [Agent Retries]
Personal Connection
--
--
Agent, contact, PC
Time
##.##
Avg Total Contact Time (ATCT)
The average amount of time inbound contacts spent in the NICE CXone system. It only includes contacts who spent more than two seconds in the system.
[Total Contact Time] / [Total Contacts]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
Callback Time (CBT)
The amount of time the contact spent waiting for a callback after requesting one.
Sum of time where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Concurrent Time
Captures the time an agent spends working concurrently on a call and other contacts at the same time.
This metric only applies for users with dynamic delivery enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Sum of time where an agent handles:
- A voice contact and non-voice contacts at the same time
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
Conference Time (CNFT)
The amount of time the agent spent in conference with another agent and the contact.
Sum of time where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Consult Time (CON)
The amount of time the agent spent speaking with another agent or supervisor.
Sum of time where:
- Agent state = INBOUNDCONSULT or OUTBOUNDCONSULT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Contact Duration
The amount of time the contact spent in the NICE CXone system.
Sum of time where:
- Contact State is NOT NULL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
Contact Time (TCT)
The amount of time the contact spent in the NICE CXone system.
Sum of time where:
- Contact State = PREQUEUE, INQUEUE, POSTQUEUE, RELEASED, and TALK TIME
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
General Unavailable Time (GUT)
The amount of time the agent spent in an unavailable state. This is the general unavailable state that notifies the ACD that the agent is unavailable so that it does not route a contact to the agent.
Sum of time where:
- Agent State = UNAVAILABLE
- Outstate = NO OUTSTATE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Handle Duration
The duration of time an agent handled an outbound dialer call.
--
Personal Connection
--
PC list management
PC
Time
##.##
Handle Time (HT)
The amount of time the agent actively handled the contact.
[Active Talk Time] + [Hold Time] + [Conference Time] + [ACW Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Held Party Abandon Time (HPAT)
The amount of time the agent spent in an unavailable state after a contact abandoned the call while on hold. When an agent puts an active contact on hold and the contact hangs up, the agent's state automatically becomes unavailable. The agent remains unavailable until she manually changes it.
Sum of time where:
- Outstate = HELDPARTYABANDONED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Hold Time (HLDT)
The amount of time that the contact spent on hold with an agent.
Sum of time where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Inbound Active Talk Time
The amount of time an inbound contact spent in active conversation with the primary agent. It does not include hold time or conference time.
Sum of time for a contact where:
- Contact State Description = ACTIVE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound ACW Time
The amount of time the agent spent on after contact work (ACW) after handling an inbound contact. It comes from the amount of time the agent had an unavailable status related to after call work.
Count of unique CONTACT_IDs where:
- Outstate = ACW
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound AHT (IBAHT)
The average amount of time the agent spent handling an inbound call.
Agent snapshot, custom reporting, DDA, supervisor snapshot
[Inbound Handle Time] / [Inbound Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound Conference Time
The amount of time the agent spent in conference with an inbound contact and another agent or supervisor.
Sum of time where:
- Direction = INBOUND
- Contact State = CONFERENCE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound Handle Time (IBHT)
The amount of time the agent spent actively handling the contact.
[Inbound Active Talk Time] + [Inbound Hold Time] + [Inbound Conference Time] + [Inbound ACW Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound Hold Time
The amount of time the agent spent with the inbound contact on hold.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = HOLD
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Inbound Time
The total time the agent spent handling an inbound contact. It includes anything that happened in the conversation between the initial greeting and ending the interaction. To avoid wrong numbers and other premature disconnections, only interactions lasting longer than 2 seconds are counted. This metric is also called Talk Time for Inbound Contacts.
Sum (duration) of time the agent spent where:
- Agent State = INBOUNDCONTACT
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Time
##.##
IVR Time
The total length of time the contact spent in the IVR.
All of the IVR Time is assigned to the final action with the contact.
[Prequeue Time] + [Inqueue Time]
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Time
##.##
Inqueue Time (IQT)
The amount of time the contact spent waiting in the queue for an agent to take the call.
Sum of time where:
- Contact State = INQUEUE
- Contact State = ROUTING
- Contact State = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, IVR
Time
##.##
Login Time
The amount of time the agent was logged in to the system.
Sum of time where:
- Agent is logged in
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Long Abandon Time
The amount of time the contact waited in the queue prior to abandoning the call after the short abandon time out was reached. This time determines whether the abandon counts as a long abandon or not.
Sum of time where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND > Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Longest Delay
The longest amount of time a contact spent in queue for a particular period of time.
MAX([Inqueue Time])
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
Longest Talk Time (LCT)
The longest amount of time recorded for a single call in the specified time period.
MAX([Talk Time])
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Outbound Active Talk Time
The amount of time the outbound contact spent in active conversation with the primary agent. It does not include hold time or conference time.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Sum of time for a contact where:
- Contact State Description = ACTIVE
- Direction = OUTBOUND
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound ACW Time
The amount of time the agent spent doing after contact work (ACW) following an outbound call. It comes from the amount of time the agent had an unavailable status related to after call work.
Count of unique CONTACT_IDs where:
- Outstate = ACW
- Direction = OUTBOUND
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound AHT (OBAHT)
The average amount of time an agent took to handle an outbound call.
[Outbound Handle Time] / [Outbound Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound Conference Time
The amount of time the agent spent speaking to an outbound contact and another agent or supervisor simultaneously.
Sum of time where:
- Direction = OUTBOUND
- Contact State = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound Handle Time (OBHT)
The amount of time the agent spent actively handling the outbound contact.
[Outbound Active Talk Time] + [Outbound Hold Time] + [Outbound Conference Time] + [Outbound ACW Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound Hold Time
The amount of time the agent had the outbound contact on hold.
You should only use this metric for outbound contacts. If you use it for inbound contacts, it returns partial results.
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- Contact State = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Outbound Skill Time
The amount of time the agent spent in Preview, Waiting, Talking, ACW, and Unavailable state for the selected skills.
Only use this metric for outbound contacts. If you use it with inbound contacts, it does not return complete results.
Campaign performance, custom reporting, DDA, skill performance
[Preview Time] + [Wait Time] + [Active Talk Time] + [Conference Time] + [ACW Time] + [Outbound Hold Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Outbound Talk Time
The amount of time the contact was connected to an agent or virtual agent from the initial greeting until hanging up. Outbound Talk Time differs from normal Talk Time because it only counts overlap time once.
If an agent puts an outbound contact on hold and places a manual outbound call, the statistic only accounts for that time once; the Talk Time statistic counts that time twice.
[Outbound Active Talk Time] + [Outbound Conference Time] + [Outbound Hold Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Outbound Time (OBT)
The amount of time the agent spent handling outbound contacts.
Sum of time where:
- Agent State = OUTBOUNDCONTACT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Outbound Unavailable Time
The amount of time an agent logged into an outbound skill spent in an unavailable state.
Sum of time where:
- Direction = OUTBOUND
- Agent Unavailable Code is not blank
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Parked Time
The amount of time that an email contact spends in the parked contact state.
--
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
Postqueue Time (PQT)
The amount of time the contact remained on the line after the agent disconnected. This statistic counts the time a caller stayed on the phone for events like talking to an agent after a transfer, or after an UNLINK action in a script disconnected the agent and passed the caller to a post-call survey.
Sum of time where:
- Contact State = POSTQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Prequeue Time (PRQT)
The amount of time the contact spent in the IVR or prequeue state.
Sum of time where:
- Contact State = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, IVR
Time
##.##
Preview Time
The amount of time the agent spent viewing preview messages prior to accepting or rejecting calls. It only applies to preview skills.
Sum of time where:
- Contact Outstate = PREVIEWNOTIFICATION
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Refused Time (REFT)
The amount of time the agent spent in a refused state. When the agent does not accept a new call before it times out, the system automatically places the agent in a refused state. The agent must manually change their status back to available.
Sum of time where:
- Contact Outstate = REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Release Time (RELT)
The amount of time it took for the script to executed an OnRelease event after the contact and agent disconnected.
Sum of time where:
- Contact State = RELEASE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
Routing Time (RTT)
The duration of time from when the ACD identified an agent to handle the incoming contact until the time the agent accepted the contact.
Sum of time where:
- Contact State = ROUTING
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Short Abandon Time
The amount of time the contact waited in the queue prior to short abandoning the call. This time determines whether the abandon counts as a short abandon or not.
Sum of time where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Speed of Answer (SA)
The amount of time the contact spent waiting for an agent to answer after requesting to speak with an agent. It does not include abandoned calls.
The time difference between the contact's inqueue state and active state. Contact states include routing, inqueue, callback, and refused time.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
System Pending
The amount of time the agent spent waiting for a system action to complete. It includes time spent logging in the agent and waiting for a contact to arrive.
Count of unique CONTACT_IDs where:
- Agent State = LOGGEDIN, LOGGEDOUT
OR
- Outstate = TRUE AND NOT = HELDPARTYABANDON, REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Talk Time (TT)
The amount of time the contact spent speaking to an agent between the initial greeting and hanging up. It includes anything that happens during the call, including hold time and conference time. It can include inbound time and outbound time, depending on the report filters.
[Active Talk Time] + [Hold Time] + [Conference Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Unavailable Codes Time
The amount of time an agent spent in a customer-defined unavailable state.
Agent State is NOT NULL
Unavailable Code NOT = ACW
Unavailable Code NOT = SYSTEM
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Unavailable Time
The amount of time the agent spent in an unavailable state. It includes unavailable states initiated by the agent and unavailable states initiated by the NICE CXone system.
Agent snapshot, custom reporting, DDA, supervisor snapshot
Sum of time where:
- Agent State = LOGGEDOUT, LOGGEDIN, or UNAVAILABLE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Unavailable Time Minus ACW
The amount of time the agent spent in an unavailable state not associated with after contact work (ACW).
Sum of time where:
- Outstate NOT = ACW
- Outstate NOT = SYSTEM OUTSTATE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Wait Time
The amount of time between when the agent becomes available for their next outbound call and the time they are connected with the contact.
Sum of time where:
- Agent Unavailable Code = OUTBOUND PENDING
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
Working Time (WT)
The amount of time an agent was available or actively handling contacts.
[Available Time] + [Inbound Time] + [Outbound Time] + [ACW Time] + [Consult Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##