Contact Center Reports Glossary
9 min
Contact Center Reports Glossary (A-Z)
A
- Abandoned Call: A call that reached the ACD (queue) but was disconnected by the caller before being answered by an agent.
- Abandoned Time: The duration a caller waited in the queue before abandoning the call.
- ACD (Automatic Call Distributor): The system mechanism that routes incoming calls to the most appropriate agent or queue based on predefined rules (e.g., skills, availability).
- ACD Calls: The total number of calls that were successfully routed to a queue (Automatic Call Distributor) for distribution to agents.
- ACD Hold Time: The total time a customer spent on hold while waiting for an agent after the call reached the ACD.
- Active Time: The total time an agent is actively engaged in handling calls (Talk Time + Hold Time + Wrap Time).
- Agent ID: A unique alphanumeric identifier assigned to a specific agent in the system.
- Agent Name: The full display name of the agent associated with the activity or call.
- AHT (Average Handle Time): A key productivity metric calculated as: (Total Talk Time + Total Hold Time + Total Wrap Time) / Total Calls Handled. It represents the average duration of a complete transaction.
- Answered / Connected Calls: Calls that were successfully picked up by an agent.
- Auto Dial: Calls initiated automatically by the system (e.g., via a Predictive or Progressive dialer) rather than manually by an agent.
- Available Time: The total duration an agent was in the "Available" or "Ready" state, waiting to receive a call.
B
- Break / Pause Time: The total duration an agent spent in a "Not Ready" state due to a specific break reason (e.g., Lunch, Tea Break).
- Busy Time: The duration an agent is in a "Busy" state, typically while handling a call or performing after-call work.
C
- Call ID: A unique numerical identifier generated by the system for every individual call interaction.
- Call Type: Specifies the nature of the call, such as Inbound, Outbound, Callback, or Manual.
- Callback: A request scheduled by an agent or customer to return a call at a specific later time.
- Campaign: A logical grouping of calls and agents dedicated to a specific business process (e.g., "Sales_Outbound", "Support_Inbound").
- Conference Time: The duration of a call where three or more parties (e.g., Customer, Agent, Supervisor) were connected simultaneously.
- Conference Type: How conference was created: with phone, with IVR, or with another user.
- Customer Number / Phone: The phone number associated with the customer involved in the interaction.
- Customer Hold Time: Total time customer spends on hold during the call (across multiple agents).
D
- Did (Direct Inward Dialing): The specific phone number dialed by the customer to reach the contact center.
- Disposition: A status code or label assigned by the agent at the end of a call to categorize its outcome (e.g., "Sale", "Not Interested", "Resolved").
- User Disposition: The code selected manually by the agent.
- System Disposition: The code assigned automatically by the system (e.g., "Customer Abandoned", "No Answer").
- Duration: The total length of the call from connection to disconnection.
F
- First Queue Answered: Indicates if call was answered in its first queue (vs. re-queued).
H
- Hold Count: The number of times a customer was placed on hold during a single interaction.
- Hold Time: The total duration a customer spent on hold during the call.
I
- Inbound Handled: The number of incoming customer calls that were successfully answered and completed by an agent.
- Interval: A specific time period (e.g., 15 min, 30 min, 1 hour) used to group data in interval summary reports.
L
- Lead Penetration: A metric indicating the percentage of leads from a list that have been dialed or processed.
- Login Time: The specific timestamp when an agent logged into the application.
- Logout Time: The specific timestamp when an agent logged out of the application.
- Lost Call: A generic term often encompassing abandoned calls, dropped calls, or calls that failed to connect due to system reasons.
- Longest Wait Time: Maximum time any customer waited in queue before agent picked the call.
M
- Manual Dial: A call initiated by an agent manually typing a number or clicking-to-call, rather than by the auto-dialer.
- Missed Call: A call that was presented to an agent's screen but was not answered within the ringing timeout (RONA - Redirection on No Answer).
O
- Occupancy: A percentage metric representing the time an agent spends working vs. waiting. Formula: (Time on Call + Wrap Time) / (Total Logged In Time - Break Time).
- Offered Calls: The total number of calls presented to a queue or an agent.
- Outbound Handled: The number of outbound calls successfully made and completed by an agent.
P
- Preview Time: The duration an agent spends viewing customer details before initiating a call (specific to Preview Dialing mode).
- Productivity: A measure of an agent's efficiency, often calculated based on Login Time, Active Time, and number of calls handled.
Q
- Queue Name: The name of the specific virtual waiting line (ACD group) where the call was routed.
- Queue Time / Wait Time: The duration a caller waited in the queue before being answered or abandoning.
R
- Recording / Voice Log: A link or filename referring to the audio recording of the conversation.
- Ring Time: The duration a call rang on an agent's device before being answered or missed.
- Reschedule Count: Number of times callback scheduled time was changed before execution (cumulative till that record).
S
- Session ID: A unique ID representing a continuous period of agent login activity.
- Service Level (SLA): The percentage of calls answered within a predefined threshold time (e.g., 80% of calls in 20 seconds).
- Staffed Time: The total time an agent is logged in and potentially available for work (Login Time - Logout Time).
- Short Calls: Answered calls lasting less than 10 seconds (often accidental).
T
- Talk Time: The duration the agent and customer were actively speaking (excludes Hold and Wrap time).
- Transfer: Indicates if a call was transferred to another agent, queue, or external number.
- Blind Transfer: Transferring without speaking to the recipient first.
- Warm Transfer: Speaking to the recipient before connecting the customer.
U
- Unique Caller: A count of distinct phone numbers that called, filtering out repeat callers within a specific timeframe.
- Utilization: A percentage metric showing how much of the agent's total paid time (Login Time) was spent on productive activities. Formula: (Talk + Hold + Wrap + Ready) / Total Login Time.
- User Setup Time: Time from call offer to agent-side connection/setup.
- User Talk TimeTime individual agent spends talking to customer
W
- Wrap / Wrap-up Time (ACW): "After Call Work." The time spent by an agent after disconnecting a call to complete related tasks (e.g., notes, disposition) before becoming available for the next call.
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