Call Center Stats - What Does the Data Mean?

Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

Number of calls answered by agent originating through a Call Queue.

Calls Offered (CO)

Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds. 

(Calls Offered CO) - (Adjusted Abandoned Calls AAC)

Voicemail (VM)

Number of calls handled by the automated voicemail system.

Forward (FWD)

Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.

Average Talk Time (ATT)

Average number of minutes spent by agent talking per call, on calls originating through a Call Queue. Excludes hold time.

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

This metric is only applied to agents using Single Call Mode.

Callbacks (CB)

Number of calls that requested a callback rather than waiting in the queue. 

Average Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Service Level (SL)

Percent Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

Number of calls that abandoned the queue before being answered by an agent. 

Adjusted Abandoned Calls (AAC)

Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds. 

(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned before being offered to an agent. 

(Abandoned Calls AC) / (Calls Offered CO)

Adjusted Abandon Rate (AAR)

Percentage of calls offered that were abandoned in under 10 seconds. 

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO)

Average Handle Time (AHT)

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).

Average Wait Time (AWS)

Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed. 

Calls Handled (CH)

The number of calls answered by the agent originating through a Call Queue.

Talk Time (TT)

The number of minutes spent by an agent on answered calls originating through a Call Queue. 

Average Talk Time (ATT)

Average number of minutes, per call, spent by the agent talking on calls originating through a Call Queue. Excludes hold time.

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Average Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Average Handle Time (AHT)

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).

Missed Calls (MC)

Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls.

Outbound Attempts (OATT)

Number of outbound call attempts by an agent. Excludes on-net calls and conference calls.

Outbound Answered (OANS)

Number of outbound calls by agent answered by a remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.

Outbound Minutes (OM)

Number of minutes spent by an agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.

Outbound Average (OAvg)

Average length of time spent by an agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.

Inbound Answered (IANS)

Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls.

Inbound Minutes (IM)

Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls.

Inbound Average (IAVG)

Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.

Extension

This is the call center agent's extension.

Domain

If managing multiple domains, this shows which domain the call center agent is in. 

Department

If a department has been assigned, this is the call center agent's department. 

Logged In (LI)

This is the total time the call center agent's status was set to "online". Starting in v43.2, an agent has to manually change their status from offline to online when they begin their shift; logging into the portal no longer affects the LI stat.

Available (AM)

This is the total time the call center agent was available for calls. This includes time logged in / online. It excludes statuses of unavailable such as break, lunch, meeting, web, and other. 

Unavailable (UM)

This is the total time the call center agent was not available for calls. Includes time logged off and offline statuses such as break, lunch, meeting, web, and other. Excludes online / available. 

Lunch (L)

This is the total time the call center agent's status was set to "lunch". 

Break (B)

This is the total time the call center agent's status was set to "break".

Meeting (M)

This is the total time the call center agent's status was set to "meeting".

Other (O)

This is the total time the call center agent's status is not set to available, break, lunch, meeting, or web. Excludes unavailable status. 

Web (W)

This is the total time the call center agent's status was set to "web". 

Call Volume (VOL)

Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.

Calls Handled (CH)

Number of calls answered by agent originating through a Call Queue.

Calls Offered (CO)

Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.

Adjusted Calls Offered (ACO)

Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds. 

(Calls Offered CO) - (Adjusted Abandoned Calls AAC)

Voicemail (VM)

Number of calls handled by the automated voicemail system.

Forward (FWD)

Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail. 

Average Talk Time (ATT)

Average number of minutes spends per call by an agent talking on calls originating through a Call Queue. Excludes hold time.

Assisted Calls Handled (AST)

Number of calls answered and then forwarded to another agent. 

Average ACW Time (ACW)

Average time an agent spends between the end of a call and submitting call disposition.

Callbacks (CW)

Number of calls that requested a callback rather than waiting in the queue.

Average Hold Time (AH)

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

Service Level (SL)

The ratio of calls meeting the configurable service level agreement. 

Percent Dial Transfers (DT)

Percentage of calls that landed in the queue and were offered to an agent.

Abandoned Calls (AC)

Number of calls that abandoned the queue before being offered to an agent.

Adjusted Abandoned Calls (AAC)

Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.

 (Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)

Abandon Rate (AR)

Percentage of calls offered that were abandoned. 

(Abandoned Calls AC) / (Calls Offered CO)

Adjusted Abandon Rate (AAR)

Percentage of calls offered that were abandoned in under 10 seconds. 

(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO)

Average Handle Time (AHT)

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW). 

Average Wait Time (AWT)

Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed.