Contact Center Reports Glossary

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 time time 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