---
title: Contact Center Reports Glossary
slug: contact-center/contact-center-reports-glossary
docTags: 
createdAt: 2025-12-19T12:42:39.921Z
---

**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.