The data dictionary provides details about every data attribute and metric available in the NICE inContact analytics suite of features and products. With this topic, you can determine the definition of a particular attribute or metric, its calculation if applicable, and details about where to find it and how to use it.
All time-based data is presented in the timezone of the business unit. Daylight savings is not supported out of the box without applying some in-house logic.
Most Frequently Viewed Attributes and Metrics
The percentage of total time the agent was logged in that she was available or actively handling contacts.
[Working Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total wait and handle time agents spent handling contacts.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
[Handle Time] / ([Handle Time] + [Available Time] )
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The amount of time the contact waited in the queue prior to short abandoning the call. This time determines whether the abandon counts as a short abandon or not.
Sum of time where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The percentage of total contacts that the system offered to an agent within the defined service level threshold while taking abandonment impact into account. You can configure the service level and abandonment impacts when you configure a skill.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The number of contacts the system offered the agent where the agent did not respond. If the system routes the contact to the same agent a second time and they answer the contact, the contact is counted as both a refused call and a handled call for that agent. For this reason, refused and handled may not add up to offered.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Count of unique CONTACT_IDs where:
- Contact Outstate = REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts agents handled outside the specified service level threshold. The statics take abandons into account based on the skill configuration.
[SLT exceeded] + [SLA Short Abandons] + [SLA other abandons]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The average amount of time an agent spent handling a contact.
Campaign performance report, custom reporting, direct data access, skill performance report
[Handle Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The session timeout for the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The average amount of time it took an agent to answer a call after the contact chose the option to speak to an agent.
[Speed of Answer] / [Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The total length of time the contact spent in the automatic call distributor.
The sum of time for a contact where:
- Contact State Description = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The number of contacts that spent time in the agent queue and hung up before the time specified in the short abandon interval.
Count of unique CONTACT_IDs where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The threshold configured for the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
Attributes
Agent
A flag indicating whether a corresponding agent is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The unique ID assigned to an agent. This attribute is often displayed with the Agent Name to differentiate between agents with the same name.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The name of the agent as specified in the NICE inContact user profile.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The at home worker status of the user as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The email address of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The employment type of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The hourly cost of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The location of the agent as defined in the Central user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
The name of the agent's supervisor as specified in the agent NICE inContact user profile.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Agent Detail
The ID of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
The name of the user that forced the logout.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
The date on which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
The time at which the forced logout occurred.
ACD
Contact start, true to interval
Contact detail, intraday
Agent
Campaign
A flag indicating whether a corresponding campaign is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The unique ID assigned to the campaign.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The name of the campaign as specified in NICE inContact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
Contact Attempt
Whether or not the attempted call to the contact was done with an agentless skill.
Personal Connection
--
PC list management
PC
The ANI associated with an individual contact attempt.
Personal Connection
--
PC list management
PC
Specifies whether or not the contact answered.
Personal Connection
--
PC list management
PC
Specifies whether or not a callback was cancelled.
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
Commitment amount associated with a contact.
Personal Connection
--
PC list management
PC
Specifies whether or not a contact was completed.
Personal Connection
--
PC list management
PC
Personal Connection
--
PC list management
PC
Specifies whether or not the record requires confirmation.
Personal Connection
--
PC list management
PC
The contact ID of a specific contact attempt.
Personal Connection
--
PC list management
PC
Specifies whether or not the system counts a contact against the prospective contacts attempt count.
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
Specifies that the system marked a record final and overrode the disposition
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
A type of prospect contact record finalization status.
Personal Connection
--
PC list management
PC
The date of the last known attempt on a prospective contact.
Personal Connection
--
PC list management
PC
The phone number associated with a contact attempt.
Personal Connection
--
PC list management
PC
Personal Connection
--
PC list management
PC
Specifies whether or not a prospect was set to final via disposition.
Personal Connection
--
PC list management
PC
The contact ID associated with a prospective contact.
Personal Connection
--
PC list management
PC
The time at which the agent connected to the call.
Personal Connection
--
PC list management
PC
Time that a list record is actually dialed.
Personal Connection
--
PC list management
PC
The time at which the agent disconnects from the call.
Personal Connection
--
PC list management
PC
Time that a disposition was assigned to the list record.
Personal Connection
--
PC list management
PC
The time at which the dialer selects the list record for dialing.
Personal Connection
--
PC list management
PC
The time, in UTC, that the list record is scheduled to receive another callback attempt.
Personal Connection
--
PC list management
PC
Contact Delivery Type
The delivery type of the contact.
Personal Connection
Contact start, true to interval
PC list management
PC
Contact Detail
The phone number from which the call originated.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The date on which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The time at which the broken commitment was scheduled to be fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The first name of the contact to whom the commitment was made.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The unique ID of a commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The date on which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The time at which the kept commitment was fulfilled.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The last name of the contact to whom the commitment was made.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The date someone made a commitment.
ACD
--
Contact detail, intraday
Contact
The time someone made a commitment.
ACD
--
Contact detail, intraday
Contact
The phone number at which the contact wants to be called for the commitment.
ACD
Contact start, true to interval
Contact detail, intraday
Agent, contact
The name of the agent associated with the contact.
ACD
--
Contact detail, intraday
Contact
The date and time on which the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The reason the contact ended.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The unique ID of the contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC
The type of media or delivery method associated with the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The name of the skill that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The start date and time of the contact interaction.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The name of the team that handled the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The phone number the call reached.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
The master or parent ID of one or more related contacts.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Contains the Contact ID of the contact from which the contact was created. Parent Contact ID is only available for elevated contact situations. Transfers do not retain the Parent Contact ID.
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
The name of the user that took over a conversation.
ACD
--
Contact detail, intraday
Contact
The ID of the contact whose conversation a second agent took over.
ACD
--
Contact detail, intraday
Contact
The date on which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
The time at which an agent took over another agent's call.
ACD
--
Contact detail, intraday
Contact
Contact Start Date
The actual date, usually in reference to the date of the contact. NICE inContact aggregates all summary-level data based on when the contact starts when using this date dimension.
Agent snapshot, campaign performance, custom reporting, direct data access, skill performance, supervisor snapshot
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact
A drill-down hierarchy of the date elements. NICE inContact aggregates the summary-level data based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The named calendar day; for example, Sunday. NICE inContact aggregates all summary-level data based on when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The numerical calendar day; for example, 1 is Sunday.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The named calendar month; for example, October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The numerical calendar month; for example 10 is October.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The standard calendar quarter; for example, Q1 is January - March.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The numerical calendar week; for example, week 39. NICE inContact aggregates all summary-level data when the contact starts when using this date dimension.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
The calendar year; for example, 2015. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Start Time
A time hierarchy drill-down using the 12-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
A time hierarchy drill-down using the 24-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday
Agent, contact, PC
Displays hours as numerical values, 1-24. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Displays 15-minute time buckets on a 12-hour AM/PM time clock. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Displays hours on a 24-hour military time clock. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Displays 15-minute blocks as numerical values; for example, 15, 30, or 45. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
A 15-minute interval range on the quarter hour. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
A 30-minute time interval range on the half hour. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
A 60-minute interval range on the whole hour. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Displays 15-minute time buckets on a 12-hour AM/PM time clock. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Displays 15-minute time buckets on a 24-hour military time clock. When using this time dimension, NICE inContact aggregates all summary-level data based on when the contact starts.
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Agent, contact, PC
Contact Type
The classification description for contacts within the system.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Date
The actual date, usually in reference to the date of the contact. For example, 10/23/2014.
Agent snapshot, campaign performance, custom reporting, direct data access, skill performance, supervisor snapshot
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
A drill-down tree hierarchy or the date elements.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The name of the weekday. For example, Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The numerical week day. For example, a value of 1 means Sunday.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The name of the calendar month. For example, January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The numerical calendar month. For example, a value of 1 means January.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The number of the standard calendar quarter. For example, a value of Q1 means January through March.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The numerical calendar week. For example, Week 39.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
The calendar year. For example, 2015.
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
Direction
Whether the contact was inbound or outbound.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition
A flag indicating whether a disposition is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list summary
Agent, contact, PC, IVR
The category of dispositions of a contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
The possible outcomes of an outbound dialer contact.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
The disposition text description. It includes the name for a particular disposition.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC, IVR
A grouping of related dispositions.
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC, IVR
Disposition Classification
The unique ID assigned to the disposition classification.
Personal Connection
True to interval
PC List Management
Agent, contact
The name given to the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
The type of the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
The type of the disposition classification.
Personal Connection
Contact start, true to interval
PC list management
PC
IVR Detail
A flag indicating whether a corresponding script is active or inactive.
ACD
--
Contact detail, intraday
Contact, IVR
Numbers listed in sequence that show the order of actions a contact takes in the IVR. Requires the use of the Contact ID.
ACD
--
Contact detail, intraday
Contact, IVR
The date the result was captured.
ACD
--
Contact detail, intraday
Contact, IVR
The type of action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
The ID of the action used in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
The custom label given to an action in the IVR script.
ACD
--
Contact detail, intraday
Contact, IVR
The unique ID assigned to the script. The ID changes with each version of the script.
ACD
--
Contact detail, intraday
Contact, IVR
The name of the script as specified in Studio.
ACD
--
Contact detail, intraday
Contact, IVR
The result of a particular script action.
ACD
--
Contact detail, intraday
Contact, IVR
Location
A flag indicating whether a the location associated with the user forced logout is an active location or not.
ACD, Personal Connection
Contact star, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC
The name of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
The ID of the location with which the agent login session was associated.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Media Type
The media type or channel of a contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management
Agent, contact, PC, IVR
Point of contact
A flag indicating whether a point of contact is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
The point of contact value or description. It displays the action point of contact phone number.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
The name of the point of contact within the skill configuration.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
The ID of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
The name of the default skill associated with the point of contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC, IVR
Prospective Contact
The address associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The city associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The unique ID associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The first name associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The last name associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The date that a prospective contact record is set to expire.
Personal Connection
--
PC list management
PC
The contact ID associated with a contact or attempted contact associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The caller ID associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
Whether or not a contact source has been marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
The state associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
The time zones associated with a prospective contact.
Personal Connection
--
PC list management
PC
The zip code associated with a prospective contact ID record.
Personal Connection
--
PC list management
PC
Prospective Contact Source
Whether or not a prospective contact source is active.
Personal Connection
True to interval
PC list management
PC
The name of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Description of a prospective contact source.
Personal Connection
Contact start, true to interval
PC list management
PC
Whether or not a contact source was marked as removed.
Personal Connection
Contact start, true to interval
PC list management
PC
Session
The total amount of time between when the agent logged in and when the agent logged out.
ACD
Contact start, true to interval
--
--
The date and time that the agent logged in to Agent.
ACD
Contact start, true to interval
--
--
The date and time that the agent logged out of Agent.
ACD
Contact start, true to interval
--
--
The unique ID assigned to the agent's login session within the NICE inContact system.
ACD
Contact start, true to interval
--
--
Skill
A flag indicating whether a skill is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Whether or not the skill is marked agentless.
Personal Connection
Contact start, true to interval
PC list management
PC
Whether a contact was created from a Personal Connection (auto) or alternative (manual) source. It is available for contacts reached via any media type.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
The service level goal configured for the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
The threshold configured for the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
Whether the skill is inbound or outbound.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
Contact, PC, IVR
The unique ID assigned to the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
The text description of the skill. It displays the name assigned to the skill.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, PC list management, intraday
Agent, contact, PC, IVR
Station
Whether or not a station profile is active.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The caller ID configured to display for the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The date and time of the last login to the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The phone number associated with the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The unique ID assigned to the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The name of the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
The session timeout for the station.
ACD, Personal Connection
Contact start, true to interval
Contact detail, intraday
PC
Tag
The tag text description. It includes the name for a particular tag.
ACD
Contact start, true to interval
Contact detail, intraday
Contact
Team
A flag indicating whether a team is active or inactive.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
The unique ID assigned to the team.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
The description of the team. It displays the name assigned to the team.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Time
The numerical values of hours (1-24).
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Hours on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Hours on a 12-hour AM/PM time clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
Numerical values of minutes. For example, 15, 30, or 45.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
A time hierarchy drill-down using the 12-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
A time hierarchy drill-down using the 24-hour time scale.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
A 15-minute time interval range on the quarter hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
A 30-minute time interval range on the half hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
A 60-minute time interval range on the whole hour.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
15-minute time buckets on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
15-minute time buckets on a 12-hour AM/PM clock.
ACD, Personal Connection
True to interval
Contact detail, intraday, PC list management
Agent, contact, PC, IVR
The numerical values of hours (1-24).
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Hours on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Hours on a 12-hour AM/PM time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Numerical values of minutes. For example, 15, 30, or 45.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
A 15-minute time interval range on the quarter hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
A 30-minute time interval range on the half hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
A 60-minute time interval range on the whole hour.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
15-minute time buckets on a 12-hour AM/PM clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
15-minute time buckets on a 24-hour or military time clock.
ACD, Personal Connection
True to interval
Contact summary
Agent, contact, PC
Metrics
Amount
The amount related to a positive outcome.
Sum of COMMITMENT AMOUNT where:
- Disposition Reporting Group = POSITIVE OUTCOME
Personal Connection
--
PC list management
PC
Amount
$$$.$$
The average amount of money a contact commits to pay per positive outcome.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Amount
$$$.$$
The average amount of money a contact commits to pay when an agent contacts the right party.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Amount
$$$.$$
The amount of money the contact committed to paying.
Sum of COMMITMENT AMOUNT where:
- Disposition Group = POSITIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday, PC list management
PC
Amount
$$$.$$
Count
The number of contacts that spent time waiting to speak to an agent and hung up before the ACD transferred them to an agent. These are not calls that the IVR resolved.
Campaign performance report, custom reporting, direct data access, skill performance report
The count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State Description = ABANDONED
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of times the predictive dialer connected to a live agent but had to abandon the call because no agent was available to take it.
Count of unique CONTACT_IDs where:
- Disposition Classification = ABANDON, AGENT ABANDON
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts that passed through the ACD contact state category.
Count of unique CONTACT_IDs where:
- Contact State Category = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts that resulted in after call work.
Count of unique CONTACT_IDs where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of calls the system pre-linked to an agent, but had not yet released to the agent, where the agent hung up. The call is typically still ringing. If the agent hands up after the customer has answered, the call goes through the normal disposition process and is not considered an agent abandon. It is no different from a disposition point of view than if the customer had hung up.
Count of unique CONTACT_IDs where:
- Disposition Classification = AGENT ABANDON
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts that interacted with an agent.
Count of unique CONTACT_IDs where:
- Agent State is NOT NULL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of inbound and outbound contacts the system routed to an agent.
The count of unique records where:
- Finalization = AGENT
Personal Connection
--
PC list management
PC
Count
##
The number of inbound and outbound contacts that the system routed to an agent.
Campaign performance report, custom reporting, direct data access, skill performance report
Count of unique CONTACT_IDs where:
- Contact State Description = ROUTING
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of contacts agents rescheduled for completion at a later date.
Count of unique CONTACT_IDs where:
- Reporting Group = AGENT RETRY
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of outbound calls a contact answered.
Count of unique CONTACT_IDs where:
- Contact State Description = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday, PC list management
Agent, contact, PC
Count
##
The number of outbound calls that reached an answering machine.
Count of unique CONTACT_IDs where:
- Disposition Classification = RETRY - ANSWERING MACHINE, FINAL - ANSWERING MACHINE, ANSWERING MACHINE LEFT MESSAGE, ANSWERING MACHINE
Personal Connection
--
Contact detail, contact summary, intraday, PC list management
PC
Count
##
The number of attempts made on the record.
The count of attempts made.
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made one attempt.
The count of unique records where:
- Attempts = 1
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made two attempts.
The count of unique records where:
- Attempts = 2
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made three attempts.
The count of unique records where:
- Attempts = 3
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made four attempts.
The count of unique records where:
- Attempts = 4
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made five attempts.
The count of unique records where:
- Attempts = 5
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made six to twelve attempts.
The count of unique records where:
- Attempts >=6 AND <=12
Personal Connection
--
PC list management
PC
Count
##
The count of contacts where the dialer has made thirteen or more attempts.
The count of unique records where:
- Attempts >=13
Personal Connection
--
PC list management
PC
Count
##
The count of attempts that count toward the exhaustion of a contact on a dialing list
--
Personal Connection
--
PC list management
PC
Count
##
The total number of records available for dialing.
The count of unique records where:
- Status = AVAILABLE
Personal Connection
--
PC list management
PC
Count
##
The number of calls that reached a busy signal.
Count of unique CONTACT_IDs where:
- Disposition Classification = BUSY, NETWORK BUSY
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts that entered the queue and requested a callback instead of waiting for an agent to become available.
Count of unique CONTACT_IDs where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of commitments that agents made.
Count of unique promise keeper IDs.
ACD
--
Contact detail, intraday
Contact
Count
--
The number of connects per hour.
[Positive Outcomes] + [Negative Outcomes] + [Other Completes] / [Skill Time] / 36000
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts that agents placed in a conference.
Count of unique CONTACT_IDs where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of times an agent placed a contact in a conference.
Count of CONTACT_IDs where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of calls connected. It includes calls that reached and agent and calls that the contact or dialer abandoned.
[Handled] + [Abandons] + [Agent Abandons]
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts logged into the system.
Count of unique CONTACT_IDs.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of dials processed by the media server. The dialer performs call progress analysis (CPA) and it results in a system disposition, such as Ring No Answer, Busy, or Operator Intercept, or "Connect". The dialer pre-links the agent to the audio of the attempt during CPA for manual, preview, and progressive dialing strategies.
[Total Contacts] - ([Suppressed Contacts] + [Preview Rejected])
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
Flag indicating that a contact has been elevated
This metric does not support choosing a specific interval when using the True to Interval paradigm.
Count of times contact was elevated
ACD
--
Contact detail, contact summary, intraday
Contact
Count
##
Shows the number of times a new media type is opened from an individual contact interaction.
This metric does not support choosing a specific interval when using the True to Interval paradigm.
Number of times a new media interaction is elevated
ACD
--
Contact detail, contact summary, intraday
Contact
Count
##
The number of agents that entered the after call work state during the specified time period or interval. It is for interval reports.
Count of unique CONTACT_IDs where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts that entered the queue during this time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
The number of contacts that entered the queue during this time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = INQUEUE
ACD
--
Contact detail, contact summary, intraday
Agent, contact
Count
##
The number of contacts that entered the IVR or prequeue state during the specified time period or interval.
This metric is specifically for interval reports.
Count of unique CONTACT_IDs where:
- Contact State Description = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of records on a list marked as expired.
--
Personal Connection
--
PC list management
PC
Count
##
The number of dialed calls that reached a fax machine or modem.
Count of unique CONTACT_IDs where:
- Dialing Outcomes = FAX MACHINE
Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Count
##
A count of the number of records on a list that are marked as final.
--
Personal Connection
--
PC list management
PC
Count
##
A count of forced logouts.
Count of unique SESSIONS where:
- Forced Logout = True
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Count
##
Also known as Contacts Answered, the number of inbound and outbound contacts that at some point spoke with an agent.
Campaign performance report, custom reporting, direct data access, skill performance report
Count of unique CONTACT_IDs where:
- Contact State Description = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts the agents placed on hold.
Count of unique CONTACT_IDs where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts that abandoned the call while on hold.
Count of unique CONTACT_IDs where:
- Outstate = HELDPARTYABANDONED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of times agents placed a contact on hold.
Count of unique CONTACT_IDs where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts the agents handled within the defined service level threshold. You can define the SLA when you configure the skill.
Count of unique CONTACT_IDs where:
- Direction = Inbound
- Contact State Description NOT = ABANDONED, PREQUEUEABANDONED
- InQueue Time < Skill Service Level Time
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of valid contacts that entered the NICE inContact network and spent at least two seconds there.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of inbound contacts the system routed to an agent.
The count of unique CONTACT_IDs where:
- Contact State Description = Routing
- Direction = Inbound
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of inbound contacts and agent handled.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = ACTIVE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
The number of inbound contacts that entered the NICE inContact system.
Campaign performance report, custom reporting, direct data access, skill performance report
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = PREQUEUE, SPAWNED, or PLACECALL
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The total number of times a contact passed any action in the IVR during the specified time interval.
Count of script options where:
- The contact triggered an IVR action
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Count
##
The total number of times a contact selected the result of a certain action.
Count of script options where:
- The contact triggered an IVR result
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Count
##
The number of records the system loaded.
The count of unique records loaded.
Personal Connection
--
PC list management
PC
Count
##
The number of contacts that spent more time in the agent queue than you specified in the short abandon interval before hanging up.
[Abandons] - [Short Abandons]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of handled contacts that resulted in a negative outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = NEGATIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of loaded records remaining after the scrub process is complete.
Personal Connection
--
PC list management
PC
Count
##
The number of records that do not have a final outcome to date.
The count of distinct records where:
- Final Outcome = NULL
Personal Connection
--
PC list management
PC
Count
##
The number of agents logged into NICE inContact .
Count of all unique AGENT SESSION IDs.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Count
##
The number of handled contacts that resulted in neither a positive or negative outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = Other Complete
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Formerly called Checked In Other.
--
Personal Connection
--
PC list management
PC
Count
##
The number of contacts agents handled outside the specified service level threshold. The statics take abandons into account based on the skill configuration.
[SLT exceeded] + [SLA Short Abandons] + [SLA other abandons]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of outbound contacts an agent or script reached. It includes handled and non-handled contacts.
Campaign performance report, custom reporting, direct data access, skill performance report
Count of unique CONTACT_IDs where:
- Direction = Outbound
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of outbound contacts an agent handled.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- Contact State = ACTIVE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Also known as Calls Connected, the number of calls the agent handled. The agent disposition of the call has no effect on this metric. It commonly appears as a KPI metric, since you cannot alter it. In the case of preview dialer skills, this value would equate to dials, since no system disposition is involved.
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- State Description= ACTIVE
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The average number of live calls per hour that the system connected to an agent for handling.
[Handled] / ([Skill Time] / 36000)
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##.##
The number of outbound contacts that spent time in the queue.
The distinct number of contacts where:
- Contact State = INQUEUE
- Direction = OUTBOUND
ACD, Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of agents logged into an outbound skill and have an unavailable code.
The distinct number of agents where:
- Direction = OUTBOUND
- Agent Unavailable Code is not blank
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday
Agent, PC
Count
##
The number of distinct email contacts that entered a Parked contact state.
--
ACD
True to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
The number of times email contacts entered a parked contact state. The total includes each occurrence if a contact enters the state more than once.
--
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Count
##
The number of connects that resulted in a positive outcome.
Count of unique CONTACT_IDs where:
- Disposition Classification Group = POSITIVE OUTCOME
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The average number of connects per hour that resulted in a positive outcome.
[Positive Outcomes] / ([Skill Time] / 36000)
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##.##
The number of contacts that hung up in the IVR after spending more than two seconds there.
Count of unique CONTACT_IDs where:
- Contact State = PREQUEUEABANDON
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of contacts that entered through the IVR or prequeued state.
Count of unique CONTACT_IDs where:
- Contact State = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of previews delivered to the agent. It only applies to preview skills.
Distinct count of contacts where:
- Contact State = PREVIEW
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of previews the agent rejected. It only applies to preview skills.
Distinct count of contacts where:
- Contact Event = PREVIEWREJECT
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of inbound contacts the system placed in the queue, regardless of the amount of time spent there. This includes contacts that waited in the queue, contacts the system immediately routed to an agent, and contacts that an agent transferred somewhere else. It does not include transfers followed by consult.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = INQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of inbound contacts that entered the skill queue for the first time during an interval or time period.
Count of unique CONTACT_IDs where:
- First Contact State = INQUEUE, CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of times an agent refused a single contact.
Count where:
- Contact Outstate = REFUSED
Grouped by unique CONTACT_ID.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts the system offered the agent where the agent did not respond. If the system routes the contact to the same agent a second time and they answer the contact, the contact is counted as both a refused call and a handled call for that agent. For this reason, refused and handled may not add up to offered.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Count of unique CONTACT_IDs where:
- Contact Outstate = REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of records on a list marked as removed.
--
Personal Connection
--
PC list management
PC
Count
##
The number of handled calls that reached the correct party.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of handled calls that reached the correct party per hour.
([Right Party Connects] / [Outbound Skill Time]) / 360000
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of calls resulting in ringing with no answer.
Count of unique CONTACT_IDs where:
- Disposition Classification = NO ANSWER
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of times the system routed a call to an agent. It usually relates to refusals.
Count where:
- Contact State = ROUTING
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of records the dialer cannot call either because of a DNC match or the minimum fields are not correctly populated.
The count of unique records where:
- Record flagged as not callable
Personal Connection
--
PC list management
PC
Count
##
The number of contacts that spent time in the agent queue and hung up before the time specified in the short abandon interval.
Count of unique CONTACT_IDs where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of inbound contacts that abandoned the call and were outside the defined service level.
This metric does not maintain historical context; it depends on skill settings to determine whether a record counts or not. When you change the skill settings, it changes this metric on existing records.
Count of unique CONTACT_IDs where:
- Exceeds SLA Threshold = TRUE
- Has Other Abandon = TRUE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
The number of inbound contacts that abandoned the call before reaching the defined service level.
This metric does not maintain historical context; it depends on skill settings to determine whether a record counts or not. When you change the skill settings, it changes this metric on existing records.
Count of unique CONTACT_IDs where:
- Exceeds SLA Threshold = TRUE
- Has Short Abandon = TRUE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Count
##
A user set the list, or the source of the calling record, as deactivated.
--
Personal Connection
--
PC list management
PC
Count
##
The source list of the calling record is currently inactive and a user has requested its removal. A request takes 10 days to complete, and the waiting period has not yet ended.
--
Personal Connection
--
PC list management
PC
Count
##
The number of contacts an NICE inContact script spawned.
Count of unique CONTACT_IDs where:
- Contact State Description = SPAWNED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Count
##
The number of contacts that an agent suppressed.
Count of unique CONTACT_IDs where:
- Dialing Outcome = MANUAL, WEBSERVICE, IVR, SCRIPT ACTION, BULK UPLOAD SUPPRESSION
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of calls finalized by the suppression engine.
The count of unique records where:
- Finalization = SUPPRESSION
Personal Connection
--
PC list management
PC
Count
##
The number of contacts that resulted in a system outcome.
Count of unique CONTACT_IDs where:
- Disposition = SYSTEM
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
The number of contacts that a supervisor monitored and took over.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TAKEOVER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of records that received a final outcome to date.
The count of unique records where:
- Final Outcome is NOT NULL
Personal Connection
--
PC list management
PC
Count
##
Records where the system assigned the final outcome.
The count of unique records where:
- Finalization - SYSTEM
Personal Connection
--
PC list management
PC
Count
##
The number of contacts that agents transferred to an outside number, to another agent, to a skill queue, or by consult followed by transfer.
Count of unique CONTACT_IDs where:
- Contact State Description = TRANSFER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of calls an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TRANSFER TO AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts that an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = CONSULT FOLLOWED BY TRANSFER
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
The number of contacts that an agent transferred to a specific skill or agent.
Count of unique CONTACT_IDs where:
- Reskill Indicator = TRANSFER TO SKILL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Count
##
Records on the system are not currently associated with any skill.
--
Personal Connection
--
PC list management
--
Count
##
The number of calls an agent handled but did not disposition. It is either because you did not add the disposition to the skill or because you did not make the disposition required.
Count of unique CONTACT_IDs where:
- Disposition = INFERRED/UNKNOWN
Personal Connection
--
Contact detail, contact summary, intraday
PC
Count
##
Percent
The percent of all numbers dialed that connected to a contact.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percent of total contacts converted to a positive outcome.
[Positive Outcomes] / [Contacts]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The number of records finalized versus the total that loaded before the scrub process.
[Total Finalized] / [Loaded]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of times where the customer selected an action and an IVR result was selected during the specified time interval.
[Result Count] / [Action Count]
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Percent
##.##
The number of records finalized versus the total loaded after the scrub process.
[Total Finalized] / [Net Loaded]
Personal Connection
--
PC list management
PC
Percent
##.##
The percentage of total wait and handle time agents spent handling contacts.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
[Handle Time] / ([Handle Time] + [Available Time] )
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total outbound contacts handled that resulted in a positive outcome.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total calls answered by a live contact that the predictive dialer abandoned because no agent was available.
[Agent Abandons] + [Abandons (Outbound)] / [Connects]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total contacts queued that abandoned prior to reaching an agent.
Campaign performance report, custom reporting, direct data access, skill performance report
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Percent
##.##
The percentage of total handle time the agent spent actively speaking with the contact.
[Active Talk Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total contact time that the contact spent in the after call work state. You can display it by skill, campaign, or media.
[ACW Time] / ([Total Contact Time] + [ACW Time])
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total time logged in that agents spent in the after call work state. You can display it by skill, campaign, or media.
[ACW Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total outbound skill time an agent spent working on after call work.
[ACW Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total time the agent was logged in where her state was "Dialer".
[Dialer Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total login time an agent spent in an available state.
[Available Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total contacts queued that requested a callback.
[Callback Requests] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total handled contacts that the agent included in a conference.
[Conference Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total handle time an agent spent in a conference.
[Conference Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total time logged in that an agent spent in a consult state.
[Consult Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total time logged in an agent spent in a custom unavailable state.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total time logged in an agent spent in a general unavailable state.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total contacts queued that the agents handled.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total time logged in an agent spent handling a contact.
[Handle Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total handled contacts that an agent put on hold.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total held calls where the contact abandoned the call.
[Held Party Abandons] / [Held]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total unavailable time caused by a held party abandon.
[HPA Time] / [Unavailable Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total handle time the agent had the contact on hold.
[Hold Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total contacts that were inbound.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of contacts that entered the queue that were offered to an agent.
[Inbound Agent Offered] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of time logged in the agent spent actively handling inbound contacts.
[Inbound Time] / [Login Time]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Percent
##.##
The percentage of total contact time the contact spent in the queue waiting for an agent to become available.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total contacts that agents handled within the defined service level agreement threshold.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total contacts the agents or dialer called and handled.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Percent
##.##
The percentage of the total time an agent was logged in that he spent talking to a contact.
[Outbound Talk Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total time logged in that agents spent handling outbound contacts.
[Outbound Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total outbound skill time an agent spent in an unavailable state.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total contacts agents handled outside the defined service level agreement threshold.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total contact time the contact spent in a postqueue state.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total inbound contacts that exited the system from the IVR or prequeue state. Note that although every contact enters NICE inContact via the IVR on a default skill, NICE inContact does not apply the skill until the customer has exhausted her options in the IVR and decides to speak with an agent. For this reason, this metric does not link to a skill.
[Prequeue Abandons] / [Inbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total contact time the contact spent in the IVR or prequeue state.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total outbound skill time an agent spent viewing the preview message prior to accepting or rejecting the call. It only applies to preview skills.
[Preview Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
The percentage of total inbound contacts that left the IVR and entered a queue, regardless of the amount of time spent in the queue. It does not include transfers.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total contacts offered to the agent that the agent never answered.
[Refused] / [Agent Offered]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total unavailable time the agent spent in a refused state.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total contacts queued that abandoned the call within the short abandon time frame configured in the skill.
[Short Abandons] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of the total handle time that the agent spent speaking to the contact.
[Talk Time] / [Handle Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total contacts handled that the original agent re-routed.
[Transferred] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Percent
##.##
The percentage of total contacts handled that the original agent re-routed.
[Unavailable Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
The percentage of total outbound skill time an agent spent connected to the call waiting for the contact to answer or for the system to identify the call as a no answer.
[Wait Time] / [Skill Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Percent
##.##
Shows the relationship between the total contact handle time and the linear representation of the agent's handle time.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
[Handle Time] / [Agent Time]
ACD
--
Contact detail, contact summary, intraday
Agent
Percent
##.##
The percentage of total contacts that the system offered to an agent within the defined service level threshold while taking abandonment impact into account. You can configure the service level and abandonment impacts when you configure a skill.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Percent
##.##
The percentage of total time the agent was logged in that she was available or actively handling contacts.
[Working Time] / [Login Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Percent
##.##
Time
The length of time the contact spent in the queue prior to abandoning the call.
The sum of time for all contacts where:
- Contact State = INQUEUE
- Direction = INBOUND
- Contact State Description = ABANDONED
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The total length of time the contact spent in the automatic call distributor.
The sum of time for a contact where:
- Contact State Description = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The total length of time the contact spent in active conversation with the primary agent. It does not include hold time or conference time.
The sum of time for a contact where:
- Contact State Description = AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The length of time the agent spent doing after call work.
Sum of the time where:
- Outstate = ACW
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
Linear representation of agent handle time taking into consideration only the top level contact as specified by the Master Contact ID.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
[Handle Time] - [Concurrent Time]
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
The duration of the call attempt, from the time the call initiates until it disconnects.
--
Personal Connection
--
PC list management
PC
Time
##.##
The duration in seconds where the agent state was "Dialer".
Sum of the time where:
- Agent State = DIALER
Personal Connection
--
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The average length of time a contact spends in the IVR.
All of the IVR Time is assigned to the final action with the contact.
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Time
##.##
The length of time agents spent waiting for contacts to arrive.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Sum of the time where:
- Agent State = AVAILABLE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The average amount of time a caller waited in the queue before abandoning the call.
Campaign performance report, custom reporting, direct data access, skill performance report
[Abandon Time] / [Abandons]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time the contact spent in active conversation with the primary agent.
[Active Talk Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time contacts spent in the after call work state.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time contacts spent in a conference call.
[Conference Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time an agent spent handling a contact.
Campaign performance report, custom reporting, direct data access, skill performance report
[Handle Time] / [Handled]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time contacts spent on hold with agents.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time an agent spent in the held party abandon state.
[HPA Time] / [Held Party Abandons]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time an inbound contact spent with an agent.
[Inbound Time] / [Inbound Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The average amount of time contacts spent in the queue.
Campaign performance report, custom reporting, direct data access, skill performance report
[Inqueue Time] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time agents spent speaking to each live connect.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The average amount of time an agent spent connecting to outbound contacts. It includes the time the phone was ringing, even if the intended party never answered.
[Outbound Time] / [Outbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The average amount of time an agent logged into an outbound skill spent in an unavailable state. It is based on the unavailable codes selected in the report filter.
[Unavailable Time] / [Login Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The average amount of time the contact spent in the postqueue state.
[Postqueue Time] / [Queued]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time the contact spent in the IVR or prequeue state.
[Prequeue Time] / [Inbound]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time an agent spent in the preview state per contact.
[Preview Time] / [Preview Contacts]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The average amount of time it took an agent to refuse a contact.
[Refused Time] / [Refused]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The average amount of time a contact took to short abandon a call.
ACD
True to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time a contact spent in a skill.
[Skill Time] / [Handled]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The average amount of time it took an agent to answer a call after the contact chose the option to speak to an agent.
[Speed of Answer] / [Handled]
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The average amount of time a contact spent speaking with an agent, including hold time and conference time.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time an agent spent speaking on every call that he rescheduled.
([Talk Time] FILTERED ON agent retry) / [Agent Retries]
Personal Connection
--
--
Agent, contact, PC
Time
##.##
The average amount of time inbound contacts spent in the NICE inContact system. It only includes contacts who spent more than two seconds in the system.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
The amount of time the contact spent waiting for a callback after requesting one.
Sum of time where:
- Contact State Description = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
Captures the time an agent spends working concurrently on a call and other contacts at the same time.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Sum of time where an agent handles:
- A voice contact and non-voice contacts at the same time
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
The amount of time the agent spent in conference with another agent and the contact.
Sum of time where:
- Contact State Description = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent speaking with another agent or supervisor.
Sum of time where:
- Agent state = INBOUNDCONSULT or OUTBOUNDCONSULT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time the contact spent in the NICE inContact system.
Sum of time where:
- Contact State is NOT NULL
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
The amount of time the contact spent in the NICE inContact system.
Sum of time where:
- Contact State = PREQUEUE, INQUEUE, POSTQUEUE, RELEASED, or AGENT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
The amount of time the agent spent in an unavailable state. This is the general unavailable state that notifies the ACD that the agent is unavailable so that it does not route a contact to the agent.
Sum of time where:
- Agent State = UNAVAILABLE
- Outstate = NO OUTSTATE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The duration of time an agent handled an outbound dialer call.
--
Personal Connection
--
PC list management
PC
Time
##.##
The amount of time the agent actively handled the contact.
[Active Talk Time] + [Hold Time] + [Conference Time] + [ACW Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent in an unavailable state after a contact abandoned the call while on hold. When an agent puts an active contact on hold and the contact hangs up, the agent's state automatically becomes unavailable. The agent remains unavailable until she manually changes it.
Sum of time where:
- Outstate = HELDPARTYABANDONED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time that the contact spent on hold with an agent.
Sum of time where:
- Contact State Description = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time an inbound contact spent in active conversation with the primary agent. It does not include hold time or conference time.
Sum of time for a contact where:
- Contact State Description = ACTIVE
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the agent spent on after call work after handling an inbound contact. It comes from the amount of time the agent had an unavailable status related to after call work.
Count of unique CONTACT_IDs where:
- Outstate = ACW
- Direction = INBOUND
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The average amount of time the agent spent handling an inbound call.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the agent spent in conference with an inbound contact and another agent or supervisor.
Sum of time where:
- Direction = INBOUND
- Contact State = CONFERENCE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the agent spent actively handling the contact.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the agent spent with the inbound contact on hold.
Count of unique CONTACT_IDs where:
- Direction = INBOUND
- Contact State = HOLD
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the agent spend handling a call, including anything that happened between the initial greeting and hanging up. Only calls that lasted longer than two seconds count in this statistic.
Sum of time where:
- Agent State = INBOUNDCONTACT
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent
Time
##.##
The total length of time the contact spends in the IVR.
All of the IVR Time is assigned to the final action with the contact.
[Prequeue Time] + [Inqueue Time]
ACD
Contact start, true to interval
Contact detail, intraday
Contact, IVR
Time
##.##
The amount of time the contact spent waiting in the queue for an agent to take the call.
Sum of time where:
- Contact State = INQUEUE
- Contact State = ROUTING
- Contact State = CALLBACK
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, IVR
Time
##.##
The amount of time the agent was logged in to the system.
Sum of time where:
- Agent is logged in
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The longest amount of time a contact spent in queue for a particular period of time.
MAX([Inqueue Time])
ACD, Personal Connection
Contact start
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
The longest amount of time recorded for a single call in the specified time period.
MAX([Talk Time])
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The amount of time the outbound contact spent in active conversation with the primary agent. It does not include hold time or conference time.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Sum of time for a contact where:
- Contact State Description = ACTIVE
- Direction = OUTBOUND
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent doing after call work following an outbound call. It comes from the amount of time the agent has an unavailable status related to after call work.
Count of unique CONTACT_IDs where:
- Outstate = ACW
- Direction = OUTBOUND
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The average amount of time an agent took to handle an outbound call.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent speaking to an outbound contact and another agent or supervisor simultaneously.
Sum of time where:
- Direction = OUTBOUND
- Contact State = CONFERENCE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent actively handling the outbound contact.
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent had the outbound contact on hold.
You should only use this metric for outbound contacts. If you use it for inbound contacts, it returns partial results.
Count of unique CONTACT_IDs where:
- Direction = OUTBOUND
- Contact State = HOLD
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the agent spent in Preview, Waiting, Talking, ACW, and Unavailable state for the selected skills.
Only use this metric for outbound contacts. If you use it with inbound contacts, it does not return complete results.
Campaign performance, custom reporting, direct data access, skill performance
[Preview Time] + [Wait Time] + [Active Talk Time] + [Conference Time] + [ACW Time] + [Outbound Hold Time]
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The amount of time the contact was connected to an agent or virtual agent from the initial greeting until hanging up. Outbound Talk Time differs from normal Talk Time because it only counts overlap time once. For example, if an agent puts an outbound contact on hold and places a manual outbound call, the statistic only accounts for that time once; the Talk Time statistic counts that time twice.
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The amount of time the agent spent handling outbound contacts.
Sum of time where:
- Agent State = OUTBOUNDCONTACT
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time an agent logged into an outbound skill spent in an unavailable state.
Sum of time where:
- Direction = OUTBOUND
- Agent Unavailable Code is not blank
ACD, Personal Connection
True to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time that an email contact spends in the parked contact state.
--
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact
Time
##.##
The amount of time the contact remained on the line after the agent disconnected. This statistic only applies if you have an UNLINK action in your script. It can return the contact to the IVR to request another type of agent or to a post-call survey.
Sum of time where:
- Contact State = POSTQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The amount of time the contact spent in the IVR or prequeue state.
Sum of time where:
- Contact State = PREQUEUE
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, IVR
Time
##.##
The amount of time the agent spent viewing preview messages prior to accepting or rejecting calls. It only applies to preview skills.
Sum of time where:
- Contact Outstate = PREVIEWNOTIFICATION
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The amount of time the agent spent in a refused state. When the agent does not accept a new call before it times out, the system automatically places the agent in a refused state. The agent must manually change his status back to available.
Sum of time where:
- Contact Outstate = REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time the script executed in an on release event after the contact and agent disconnected.
Sum of time where:
- Contact State = RELEASE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Contact, PC
Time
##.##
The amount of time it took the system to route the contact to an agent after the contact entered the queue.
Sum of time where:
- Contact State = ROUTING
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The amount of time the contact waited in the queue prior to short abandoning the call. This time determines whether the abandon counts as a short abandon or not.
Sum of time where:
- Contact State Description = ABANDON
- Direction = INBOUND
- Contact State = INQUEUE AND < Short Abandon Threshold for the skill
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The amount of time the contact spent waiting for an agent to answer after requesting to speak with an agent. It does not include abandoned calls.
The time difference between the contact's inqueue state and active state. Contact states include routing, inqueue, callback, and refused time.
ACD
Contact start, true to interval
Contact detail, contact summary, intraday
Contact
Time
##.##
The amount of time the agent spent waiting for a system action to complete. It includes time spent logging in the agent and waiting for a contact to arrive.
Count of unique CONTACT_IDs where:
- Agent State = LOGGEDIN, LOGGEDOUT
OR
- Outstate = TRUE AND NOT = HELDPARTABANDON, REFUSED
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time the contact spent speaking to an agent between the initial greeting and hanging up. It includes anything that happens during the call, including hold time and conference time. It can include inbound time and outbound time, depending on the report filters.
[Active Talk Time] + [Hold Time] + [Conference Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, contact, PC
Time
##.##
The amount of time an agent spend in a customer-defined unavailable state.
"CALCULATE ( SUM ( 'Contact Detail'[Duration] ), NOT ISBLANK ( 'Contact Detail'[Agent State] ), NOT ISBLANK ( 'Contact Detail'[Is ACW Code] ), 'Contact Detail'[Is ACW Code] = FALSE(), NOT ISBLANK ( 'Contact Detail'[Is System Code] ), 'Contact Detail'[Is System Code] = FALSE()) / 100"
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time the agent spent in an unavailable state. It includes unavailable states initiated by the agent and unavailable states initiated by the NICE inContact system.
Agent snapshot, custom reporting, direct data access, supervisor snapshot
Sum of time where:
- Agent State = LOGGEDOUT, LOGGEDIN, or UNAVAILABLE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
The amount of time the agent spent in an unavailable state not associated with after call work.
Sum of time where:
- Outstate NOT = ACW
- Outstate NOT = SYSTEM OUTSTATE
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Also known as Outbound Pending Time. The amount of time the agent spent connected to the call waiting for the target contact to answer or for the system to identify a no answer.
Sum of time where:
- Agent Unavailable Code = OUTBOUND PENDING
Personal Connection
--
Contact detail, contact summary, intraday
PC
Time
##.##
The amount of time an agent was available or actively handling contacts.
[Available Time] + [Inbound Time] + [Outbound Time] + [ACW Time] + [Consult Time]
ACD, Personal Connection
Contact start, true to interval
Contact detail, contact summary, intraday
Agent, PC
Time
##.##
Captures the time an agent spends working concurrently on a call and other contacts at the same time.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Sum of time where an agent handles:
- A voice contact and non-voice contacts at the same time
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
Linear representation of agent handle time taking into consideration only the top level contact as specified by the Master Contact ID.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
[Handle Time] - [Concurrent Time]
ACD
--
Contact detail, contact summary, intraday
Agent
Time
##.##
Attribute Definitions
Description: The definition of what the attribute is.
Available In: The reporting tools where the attribute appears.
Source: The source products that generate data.
Paradigm: The grouping or type that classifies the attribute, such as agent or contact.
Model: The data models that use this attribute.
Perspective: The grouping or type that classifies the attribute, such as agent or contact.
Metric Definitions
Description: The definition of what the metric is.
Available In: The reporting tools where the metric appears.
Calculation: The calculation that populates the metric.
Source: The source products that generate data.
Paradigm: The grouping or type that classifies the metric, such as agent or contact.
Model: The data models that use this metric.
Perspective: The grouping or type that classifies the metric, such as agent or contact.
Metric Type: The type of data each metric reports.
Format: The structure of the metric value.
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