Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- 1 List of Service Metrics
- 1.1 Service Metric Descriptions
- 1.1.1 Busy
- 1.1.2 Busy Svc
- 1.1.3 CB Requested
- 1.1.4 CB Waiting
- 1.1.5 IN ASA
- 1.1.6 IN Active
- 1.1.7 IN Agent Disconnected
- 1.1.8 IN Avg Talk Time
- 1.1.9 IN Carried Over
- 1.1.10 IN Carried Over - New
- 1.1.11 IN Closed
- 1.1.12 IN Desktop
- 1.1.13 IN EWT
- 1.1.14 IN Handled
- 1.1.15 IN Handled New
- 1.1.16 IN Handled Unique
- 1.1.17 IN Handled Unique %
- 1.1.18 IN IVR Abandoned
- 1.1.19 IN IVR Dropped
- 1.1.20 IN in IVR
- 1.1.21 IN in Progress
- 1.1.22 IN Max Wait
- 1.1.23 IN Queue Abandoned
- 1.1.24 IN Queue Abandoned %
- 1.1.25 IN Queue Dropped
- 1.1.26 IN Queue Sh-Abandoned %
- 1.1.27 IN Queued
- 1.1.28 IN Queued Unique
- 1.1.29 IN Received
- 1.1.30 IN Received New
- 1.1.31 IN Rejected
- 1.1.32 IN Remote Disconnected
- 1.1.33 IN Replied
- 1.1.34 IN Ringing
- 1.1.35 IN Ringing Abandoned
- 1.1.36 IN Ringing Dropped
- 1.1.37 IN Routed
- 1.1.38 IN Self Serviced
- 1.1.39 IN Svc Change Received
- 1.1.40 IN Svc Changed
- 1.1.41 IN Svc Level %
- 1.1.42 IN Total Abandoned
- 1.1.43 IN Total Abandoned %
- 1.1.44 IN Total Talk Time
- 1.1.45 IN Transferred
- 1.1.46 IN Transfer Received
- 1.1.47 IN Waiting
- 1.1.48 Logged In
- 1.1.49 Not Ready
- 1.1.50 OUT Abandoned
- 1.1.51 OUT Abandoned %
- 1.1.52 OUT Active
- 1.1.53 OUT Agent Disconnected
- 1.1.54 OUT Answered %
- 1.1.55 OUT Avg Talk Time
- 1.1.56 OUT Dialed
- 1.1.57 OUT Handled
- 1.1.58 OUT IVR Abandoned
- 1.1.59 OUT IVR Abandoned %
- 1.1.60 OUT IVR Dropped
- 1.1.61 OUT in Progress
- 1.1.62 OUT Queue Abandoned
- 1.1.63 OUT Queue Abandoned %
- 1.1.64 OUT Queue Dropped
- 1.1.65 OUT Rejected
- 1.1.66 OUT Remote Disconnected
- 1.1.67 OUT Ringing
- 1.1.68 OUT Ringing Abandoned
- 1.1.69 OUT Ringing Dropped
- 1.1.70 OUT Routed
- 1.1.71 OUT Total Talk Time
- 1.1.72 OUT Transferred
- 1.1.73 OUT Unattended
- 1.1.74 OUT Unattended %
- 1.1.75 Occupancy
- 1.1.76 Ready
- 1.1 Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
List of Service Metrics
This section provides detailed descriptions of the real-time metrics that apply to services and campaigns, which are displayed via the Service Metrics View. Metrics are arranged in alphabetical order.
Note the following general considerations regarding service metrics:
- Unless noted otherwise, the terms interactions, calls, and emails in the metric descriptions shall be interpreted as interactions, calls, and emails associated with the given service or campaign.
- The term agents in the metric definitions shall be interpreted as agents qualified to provide this service (i.e., those who have the corresponding service skill with any level higher than zero). Note that because one service may be associated with more than one team, the agent-related service metrics (e.g., Logged In, Ready, Occupancy, etc.) may include agents that you are not assigned to supervise.
- Real-time metrics are updated as soon as the corresponding events take place. For example, IN Received will be updated when the call is received and the requested service is identified. Therefore, while there are calls in progress, the sum of reported call exits should not be expected to add up to the value reported by the IN Received metric.
Service Metric Descriptions
Busy
The Busy metric provides the number of agents who are currently handling interactions associated with any service. This metric includes agents in the After Call Work (ACW) state.
Busy Svc
Busy Svc provides the number of agents who are currently handling interactions associated with the given service. This metric includes agents in the ACW state with respect to such interactions.
CB Requested
CB Requested provides the number of inbound interactions that have requested callback.
CB Waiting
CB Waiting provides the number of callback requests that are currently waiting in the service queue.
IN ASA
For answered inbound calls and chats, IN ASA is the average time that the calls/chats waited in the service queue before being answered.
For replied inbound emails, IN ASA is the average time between email arrival and the sending of the first meaningful reply (acknowledgment is not considered a meaningful reply).
This metric is cumulative statistic calculated for all interactions since the reset time.
IN Active
IN Active provides the number of inbound interactions currently being actively handled by agents. This metric includes all inbound interactions in the agents’ active communications list (ACL), except the ones in the ACW phase. Note that emails in agents’ My Queues are not considered active and are not included in this count.
Note that in earlier versions of Bright Pattern Contact Center, the voice-only equivalent of this metric was called IN Talking.
IN Agent Disconnected
IN Agent Disconnected provides the number of inbound interactions that have been terminated by agents.
IN Avg Talk Time
This metric refers to IN Total Talk Time or IN Handled.
IN Carried Over
IN Carried Over provides the total number of emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time. This metric includes both new emails and emails related to existing threads.
IN Carried Over - New
IN Carried Over - New provides the number of new inbound emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time. This metric excludes emails related to existing email threads.
IN Closed
IN Closed provides the number of inbound emails that have been closed without reply by agents.
IN Desktop
IN Desktop provides the number of inbound emails that are currently saved in agents' My Queues.
IN EWT
IN EWT provides the estimated wait time (EWT) for inbound interactions.
IN Handled
IN Handled provides the number of inbound interactions that have been handled and completed by agents. This metric will count all instances of possible transfers and conferences as separate interactions.
For emails, this metric includes IN Replied, IN Closed, IN Transferred, and IN Svc Changed.
IN Handled New
This metric applies to emails only and counts only new emails that have been handled by agents. Note that this metric excludes emails related to existing email threads.
IN Handled Unique
IN Handled Unique provides the number of unique inbound interactions that have been handled by agents. Unlike IN Handled, this metric will only increase the count when an interaction is accepted by the first agent.
IN Handled Unique %
IN Handled Unique % provides the percentage of IN Handled Unique relative to IN Received.
IN IVR Abandoned
IN IVR Abandoned provides the number of inbound calls that have been terminated by callers while being processed by an IVR application. This metric does not include the IN Self Serviced.
IN IVR Dropped
IN IVR Dropped provides the number of inbound calls that have been disconnected by the system while being processed by an IVR application.
IN in IVR
IN in IVR provides the number of inbound calls that are currently being processed by an IVR application.
IN in Progress
IN in Progress provides the number of inbound interactions that are currently in processing at any stage, except ACW. For email, this metric includes email replies saved as drafts in agents’ My Queues.
IN Max Wait
IN Max Wait provides the current wait time of the longest of the interactions currently waiting in the service queue. This metric includes callback requests, but it does not include preview records. This metric is currently not available for emails.
Note that an interaction can be requeued for another service either automatically or manually. In this case, the metric shows the interaction for the service it is currently waiting for but calculates the total waiting time since the moment the interaction entered the first service queue.
IN Queue Abandoned
IN Queue Abandoned provides the number of inbound interactions that have been terminated by the origination party while waiting in the service queue. This metric includes unanswered callbacks but it does not include the IN Queue Sh-Abandoned metrics.
IN Queue Abandoned %
IN Queue Abandoned % provides the percentage of IN Queue Abandoned relative to IN Queued.
IN Queue Dropped
IN Queue Dropped provides the number of inbound interactions that have been disconnected by the system while waiting in the service queue.
IN Queue Sh-Abandoned
IN Queue Sh-Abandoned provides the number of inbound interactions that have been terminated by the origination party while waiting in the service queue before the configured Service Level threshold.
IN Queue Sh-Abandoned %
IN Queue Sh-Abandoned % provides the percentage of IN Queue Sh-Abandoned relative to IN Queued.
IN Queued
IN Queued provides the number of inbound interactions that have entered the service queue. This metric includes callback requests, but it does not include preview records. If the same interaction enters the service queue multiple times, it is counted multiple times.
IN Queued Unique
IN Queued Unique provides the number of unique inbound interactions that have entered the service queue since the reset time. This metric includes callback requests. Possible interaction re-entries into the same service queue are not counted.
IN Received
IN Received provides the number of inbound interactions that have requested this service since reset time. For emails, this metric includes both new emails and emails related to existing threads. Interactions received via transfer or service change are not included.
IN Received New
IN Received New provides the number of new inbound emails that requested this service since reset. This metric excludes emails related to existing email threads.
IN Rejected
IN Rejected provides the number of inbound interactions that have been either rejected or unanswered by agents.
IN Remote Disconnected
IN Remote Disconnected provides the number of answered inbound interactions that have been terminated by the origination party. This metric does not apply to email.
IN Replied
IN Replied provides the number of inbound emails that have been replied by the agents. Note that this metric counts only the first meaningful reply. Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted by the OUT Handled metric.
IN Ringing
IN Ringing provides the number of inbound interactions that are currently being delivered to the agents.
IN Ringing Abandoned
IN Ringing Abandoned provides the number of inbound interactions that have been terminated by the origination party while being delivered to agents.
IN Ringing Dropped
IN Ringing Dropped provides the number of inbound interactions that have been terminated by the system while being delivered to agents.
IN Routed
IN Routed provides the number of inbound interactions that have been routed to agents. If an interaction was routed multiple times with the same service, it is counted multiple times.
IN Self Serviced
IN Self Serviced provides the number of inbound calls that have been terminated with a Self-Service indicator while being processed by an IVR application. For more information, see the description of scenario block Self Service Provided in the Scenario Builder Reference Guide.
IN Svc Change Received
IN Svc Change Received provides the number of inbound interactions that have been received via recategorization by agents. This metric does not include IN Transfer Received.
IN Svc Changed
IN Svc Changed provides the number of inbound emails that have been recategorized by agents (i.e., associated with another service). Note that this metric counts only the emails that the agent continues to process after recategorizing them. Recategorized emails that are transferred to another resource are counted by the IN Transferred metric.
IN Svc Level %
For inbound calls and chats, IN Svc Level % provides the percentage of interactions that have been answered within the predefined service level threshold relative to all answered and abandoned calls except the calls abandoned within that threshold.
For inbound emails, IN Svc Level % provides the percentage of emails for which the first meaningful reply was sent within the predefined service level threshold relative to all replied emails. (Acknowledgment is not considered a meaningful reply.) Note that the email service level threshold excludes the time that is outside of the hours of operation specified for the given service.
The percentage is calculated for the 20 most recent interactions. In addition to the current service level, the metric also provides information about the target service level and the configured threshold (in hours for emails; in seconds for other media types).
IN Total Abandoned
This metric provides the sum of these metrics: IN IVR Abandoned + IN Queue Sh-Abandoned + IN Queue Abandoned + IN Ringing Abandoned
IN Total Abandoned %
This metric provides the percentage of IN Total Abandoned relative to IN Received.
IN Total Talk Time
IN Total Talk Time provides the sum of talk times of IN Handled.
IN Transferred
IN Transferred provides the number of inbound interactions that have been transferred. This metric includes transfers to queues, direct transfers to other agents, and external transfers; it does not include IN Svc Changed.
IN Transfer Received
IN Transfer Received provides the number of inbound interactions that have been received via transfer. This metric does not include IN Svc Change Received.
IN Waiting
IN Waiting provides the number of inbound interactions that are currently waiting in the service queue. This metric includes callback requests, but it does not include preview records.
Logged In
Logged In provides the number of agents who are currently logged into the system.
Not Ready
Not Ready provides the number of agents who are currently in the Not Ready state.
OUT Abandoned
OUT Abandoned provides the number of outbound calls that have been terminated by customers at any stage before being connected to the agent. This metric applies to predictive and progressive campaigns.
OUT Abandoned %
OUT Abandoned % provides the percentage of OUT Abandoned relative to all outbound calls answered by customers. This metric applies to predictive and progressive campaigns.
OUT Active
OUT Active provides the number of outbound interactions currently being actively handled by agents. This metric includes all outbound interactions in the agents’ active communications list (ACL), except for the ones in the ACW phase. Note that emails in agents’ My Queues are not considered active and are not included in this count.
Note that in earlier versions of Bright Pattern Contact Center, the voice-only equivalent of this metric was called OUT Talking.
OUT Agent Disconnected
OUT Agent Disconnected provides the number of outbound interactions that have been terminated by agents. This metric does not apply to email.
OUT Answered %
OUT Answered % provides the percentage of call attempts that have been answered by the remote party relative to OUT Dialed. For predictive campaigns, this metric includes only the call attempts where live voice is detected.
OUT Avg Talk Time
This metric provides the average of the following metrics: OUT Total Talk Time and OUT Handled
OUT Dialed
OUT Dialed provides the number of call attempts that have been made.
OUT Handled
OUT Handled provides the number of outbound interactions that have been handled and completed by agents.
For emails, this metric includes both new outbound emails and possible follow-up email messages related to existing email threads. It does not include emails that have been started and discarded without sending.
OUT IVR Abandoned
OUT IVR Abandoned provides the number of outbound calls that have been terminated by customers while being processed by an IVR application. This metric applies to predictive and progressive campaigns.
OUT IVR Abandoned %
OUT IVR Abandoned % provides the percentage of OUT IVR Abandoned relative to all outbound calls answered by customers. This metric applies to predictive and progressive campaigns.
OUT IVR Dropped
OUT IVR Dropped provides the number of outbound calls that have been disconnected by the system while being processed by an IVR application. This metric applies to predictive and progressive campaigns.
OUT in Progress
OUT in Progress provides the number of outbound interactions that are currently in processing at any stage, except for ACW. For email, this metric includes unsolicited emails and follow-up messages saved as drafts in agents’ My Queues.
Note that in earlier versions of Bright Pattern Contact Center, the voice-only equivalent of this metric was called OUT Active.
OUT Queue Abandoned
OUT Queue Abandoned provides the number of outbound calls that have been terminated by customers while waiting in the service queue. This metric applies to predictive and progressive campaigns.
OUT Queue Abandoned %
OUT Queue Abandoned % provides the percentage of Out Queue Abandoned relative to all outbound calls answered by customers. This metric applies to predictive and progressive campaigns.
OUT Queue Dropped
OUT Queue Dropped provides the number of outbound calls that have been disconnected by the system while waiting in the service queue. This metric applies to predictive and progressive campaigns.
OUT Rejected
OUT Rejected provides the number of outbound calls that have been either rejected or unanswered by agents. This metric applies to predictive and progressive campaigns.
OUT Remote Disconnected
OUT Remote Disconnected provides the number of established outbound interactions that have been terminated by the remote party. Note that this metric does not apply to email.
OUT Ringing
OUT Ringing provides the number of outbound calls that are currently being delivered to the agents. This metric applies to predictive and progressive campaigns.
OUT Ringing Abandoned
OUT Ringing Abandoned provides the number of outbound calls that have been terminated by the remote party while being delivered to agents. This metric applies to predictive and progressive campaigns.
OUT Ringing Dropped
OUT Ringing Dropped provides the number of outbound calls that have been terminated by the system while being delivered to agents. This metric applies to predictive and progressive campaigns.
OUT Routed
OUT Routed provides the number of outbound calls that have been routed to agents. This metric applies to predictive and progressive campaigns.
OUT Total Talk Time
This metric provides the sum of talk times of OUT Handled.
OUT Transferred
OUT Transferred provides the number of outbound interactions that have been transferred. This metric includes transfers to queues, direct transfers to other agents, and external transfers.
OUT Unattended
OUT Unattended provides the number of outbound calls that have been answered by the remote party and not connected to the agent within the Unattended call timeout specified in the campaign configuration. This metric applies to predictive and progressive campaigns.
OUT Unattended %
OUT Unattended % provides the percentage of OUT Unattended relative to all outbound calls answered by the remote party. This metric applies to predictive and progressive campaigns.
Note that both the timeout and the unattended call percentage may be subject to regulation by government agencies. Note also that the unattended call percentage, also known as abandonment rate, is typically regulated over a longer period of time (e.g., 30 days in case of FCC). Therefore, it is generally recommended to monitor this metric using the historical Telemarketing Compliance Report, regulate the campaign calling rate using the Target occupancy setting in the campaign configuration, and observe the immediate effect using this real-time metric.
Occupancy
Occupancy provides the percentage of time agents that have spent handling interactions of the given service (including the preview time and after-call work) relative to their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).
Ready
The Ready metric provides the number of agents who are currently in the Ready state.