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List of Service Metrics

The table below provides detailed description of the real-time metrics that apply to services and campaigns and can be displayed via the Service Metrics View. Metrics are arranged in the alphabetical order.

Note the following general considerations regarding the 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 since one service may be associated with more than one team, the agent-related service. metrics (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.

Metric Name	Description
Busy	Number of agents who are currently handling interactions associated with any service. Includes agents in ACW state.
Busy Svc	Number of agents who are currently handling interactions associated with the given service. Includes agents in ACW state with respect to such interactions.
CB Requested	Number of inbound interactions that have requested callback.
CB Waiting	Number of callback requests that are currently waiting in the service queue.
IN ASA	For answered inbound calls and chats, average time they waited in the service queue before being answered. For replied inbound emails, average time between email arrival and sending of the first meaningful reply (acknowledgment is not considered a meaningful reply). This is cumulative statistic calculated for all interactions since the reset time.
IN Active	Number of inbound interactions currently being actively handled by agents. Includes all inbound interactions in the agents’ active communications list (ACL) except the ones in the ACW phase. Note that emails in agents’ personal queues are not considered active and are not included in this count. Note: in earlier versions of ServicePattern, the voice-only equivalent of this metric was called IN Talking
IN Agent Disconnected	Number of inbound interactions that have been terminated by agents.
IN Avg Talk Time	IN Total Talk Time / IN Handled
IN Carried Over	Total number of emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time (includes both new emails and emails related to existing threads).
IN Carried Over - New	Number of new inbound emails that arrived at this service at any time before the reset time and remained unprocessed at the reset time (emails related to existing email threads are excluded).
IN Closed	Number of inbound emails that have been closed without reply by agents.
IN Desktop	Number of inbound emails that are currently saved in personal agent queues.
IN Handled	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 (emails related to existing email threads are excluded).
IN Handled Unique	Number of unique inbound interactions that have been handled by agents. Unlike IN Handled, this metric will only increase count when an interaction is accepted by the first agent.
IN Handled Unique %	Percent of IN Handled Unique relative to IN Received.
IN IVR Abandoned	Number of inbound calls that have been terminated by callers while being processed by an IVR application. Does not include the IN Self Serviced.
IN IVR Dropped	Number of inbound calls that have been disconnected by the system while being processed by an IVR application.
IN in IVR	Number of inbound calls that are currently being processed by an IVR application.
IN in Progress	Number of inbound interactions that are currently in processing at any stage, except ACW. For email, includes email replies saved as drafts in agents’ personal queues.
IN Max Wait	Current wait time of the longest of the interactions currently waiting in the service queue. Includes callback requests. Does not include preview records. Note that an interaction can be re-queued 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	Number of inbound interactions that have been terminated by the origination party while waiting in the service queue. Includes unanswered callbacks. Does not include IN Queue Sh-Abandoned.
IN Queue Abandoned %	Percent of IN Queue Abandoned relative to IN Queued.
IN Queue Dropped	Number of inbound interactions that have been disconnected by the system while waiting in the service queue.
IN Queue Sh-Abandoned	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 %	Percent of IN Queue Sh-Abandoned relative to IN Queued.
IN Queued	Number of inbound interactions that have entered the service queue. Includes callback requests. Does not include preview records. If the same interaction enters the service queue multiple times, it is counted multiple times.
IN Queued Unique	Number of unique inbound interactions that have entered the service queue since the reset time. Includes callback requests. Possible interaction re-entries into the same service queue are not counted.
IN Received	Number of inbound interactions that have requested this service since reset time. For emails, includes both new emails and emails related to existing threads. Interactions received via transfer or service change are not included.
IN Received New	Number of new inbound emails that requested this service since reset (emails related to existing email threads are excluded).
IN Rejected	Number of inbound interactions that have been either rejected or unanswered by agents.
IN Remote Disconnected	Number of answered inbound interactions that have been terminated by the origination party. Does not apply to email.
IN Replied	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 counted by the OUT Handled metric.
IN Ringing	Number of inbound interactions that are currently being delivered to the agents.
IN Ringing Abandoned	Number of inbound interactions that have been terminated by the origination party while being delivered to agents.
IN Ringing Dropped	Number of inbound interactions that have been terminated by the system while being delivered to agents.
IN Routed	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	Number of inbound calls that have been terminated with a Self-Service indicator while being processed by an IVR application. For more information, see description of scenario block Self Service Provided in ServicePattern Scenario Builder Reference Guide.
IN Svc Change Received	Number of inbound interactions that have been received via re-categorization by agents. Does not include IN Transfer Received.
IN Svc Changed	Number of inbound emails that have been re-categorized by agents (i.e., associated with another service). Note that this metric counts only the emails that the agent continues to process after re-categorizing them. Re-categorized emails that are transferred to another resource are counted by the IN Transferred metric.
IN Svc Level %	For inbound calls and chats, percent of interactions that have been answered within the pre-defined service level threshold relative to all answered and abandoned calls except the calls abandoned within that threshold. For inbound emails, percent of emails for which the first meaningful reply was sent within the pre-defined service level threshold relative to all replied emails. (Acknowledgement 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 twenty 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	IN IVR Abandoned + IN Queue Sh-Abandoned + IN Queue Abandoned + IN Ringing Abandoned
IN Total Abandoned %	Percent of IN Total Abandoned relative to IN Received
IN Total Talk Time	Sum of talk times of IN Handled
IN Transferred	Number of inbound interactions that have been transferred. Includes transfers to queues, direct transfers to other agents, and external transfers. Does not include IN Svc Changed.
IN Transfer Received	Number of inbound interactions that have been received via transfer. Does not include IN Svc Change Received.
IN Waiting	Number of inbound interactions that are currently waiting in the service queue. Includes callback requests. Does not include preview records.
Logged In	Number of agents who are currently logged into the system.
Not Ready	Number of agents who are currently in the Not Ready state.
OUT Abandoned	Number of outbound calls that have been terminated by customers at any stage before being connected to the agent. Applies to predictive campaigns only.
OUT Abandoned %	Percent of OUT Abandoned relative to all outbound calls answered by customers. Applies to predictive campaigns only.
OUT Active	Number of outbound interactions currently being actively handled by agents. Includes all outbound interactions in the agents’ active communications list (ACL) except the ones in the ACW phase. Note that emails in agents’ personal queues are not considered active and are not included in this count. Note: in earlier versions of ServicePattern, the voice-only equivalent of this metric was called OUT Talking
OUT Agent Disconnected	Number of outbound interactions that have been terminated by agents. Does not apply to email.
OUT Answered %	Percent of call attempts that have been answered by the remote party relative to OUT Dialed. For predictive campaigns, includes only the call attempts where live voice is detected.
OUT Avg Talk Time	OUT Total Talk Time / OUT Handled
OUT Dialed	Number of call attempts that have been made.
OUT Handled	Number of outbound interactions that have been handled and completed by agents. For emails, includes both new outbound emails and possible follow-up email messages related to existing email threads. Does not include emails that have been started and discarded without sending.
OUT IVR Abandoned	Number of outbound calls that have been terminated by customers while being processed by an IVR application. Applies to predictive campaigns only.
OUT IVR Abandoned %	Percent of OUT IVR Abandoned relative to all outbound calls answered by customers. Applies to predictive campaigns only.
OUT IVR Dropped	Number of outbound calls that have been disconnected by the system while being processed by an IVR application. Applies to predictive campaigns only.
OUT in Progress	Number of outbound interactions that are currently in processing at any stage, except ACW. For email, includes unsolicited emails and follow-up messages saved as drafts in agents’ personal queues. Note: in earlier versions of ServicePattern, the voice-only equivalent of this metric was called OUT Active
OUT Queue Abandoned	Number of outbound calls that have been terminated by customers while waiting in the service queue. Applies to predictive campaigns only.
OUT Queue Abandoned %	Percent of Out Queue Abandoned relative to all outbound calls answered by customers. Applies to predictive campaigns only..
OUT Queue Dropped	Number of outbound calls that have been disconnected by the system while waiting in the service queue. Applies to predictive campaigns only.
OUT Rejected	Number of outbound calls that have been either rejected or unanswered by agents. Applies to predictive campaigns only.
OUT Remote Disconnected	Number of established outbound interactions that have been terminated by the remote party. Does not apply to email.
OUT Ringing	Number of outbound calls that are currently being delivered to the agents. Applies to predictive campaigns only.
OUT Ringing Abandoned	Number of outbound calls that have been terminated by the remote party while being delivered to agents. Applies to predictive campaigns only.
OUT Ringing Dropped	Number of outbound calls that have been terminated by the system while being delivered to agents. Applies to predictive campaigns only.
OUT Routed	Number of outbound calls that have been routed to agents. Applies to predictive campaigns only.
OUT Total Talk Time	Sum of talk times of OUT Handled
OUT Transferred	Number of outbound interactions that have been transferred. Includes transfers to queues, direct transfers to other agents, and external transfers.
OUT Unattended	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. Applies to predictive campaigns only.
OUT Unattended %	Percent of OUT Unattended relative to all outbound calls answered by the remote party. Applies to predictive campaigns only. 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	Percent of time agents 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	Number of agents who are currently in the Ready state.

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