| Call Volume |
Overall calls per queue, including calls that never made it all the way through the auto attendant. |
| Calls Handled |
Number of calls per queue that were answered. |
| Calls Offered |
Number of calls that landed in the queue. |
| Calls to Vmail |
Number of calls that landed in Vmail after not being answered. |
| Calls forwarded |
Number of calls the queue could not handle in the allotted amount of time and were forwarded on. |
| Adjusted Calls Offered |
(Number of calls offered) - (# Number of calls abandoned in < 10 seconds). |
| Average Talk Time |
Average time agents spent talking to customers, excluding hold time. |
| Average ACW |
Average time between the end of the call and when the agent submits the disposition. |
| Average Hold Time |
Average time that a customer was on hold, excluding time in the queue. |
| % Service Level |
Percentage of calls answered from the queue within 60 seconds. |
| % Dial Transfers |
Percentage of calls that landed in the queue and were eventually transfered out to an agent. |
| Abandoned Calls |
Number of calls that abandoned the queue before being transfered out to an agent. |
| Adj Abandon Calls |
Number of calls abandoned in under 10 seconds. |
| Abandon Rate |
Ratio of (abandoned calls) / (calls offered). |
| Adj Abandon Rate |
Ratio of (adj abandoned calls) / (adj calls offered). |
| Avg Handle Time |
Average of talk time + hold time + disposition time. |
| Avg Answer Speed |
Average time in the queue for calls that were eventually dispatched to an agent. |
| Available Minutes |
Overall time that all queue agents were in the Available state. |
