Computed

Calls per hour

It displays the total number of calls an agent handled within one hour.

All Platforms

Idle Percentage

It displays the percentage of the login duration that an agent spent in the idle state.

Formula = Idle Duration / Tethered Duration

All Platforms

Tethered Percentage

It displays the percentage of tethered calls duration.

Formula = Tethered Duration / Login Duration.

All Platforms

ACW Percentage RPC

It displays the percentage of time an agent spent in the after-call work (ACW) state for Right Party Connect (RPC) Calls.

Formula = ACW Duration / Login Duration for RPC Calls

All Platforms

ACW Percentage Non-RPC

It displays the percentage of time an agent spent in the after-call work (ACW) state for Non-Right Party Connect (Non-RPC) outcome.

Formula = ACW Duration / Login Duration for Non-RPC Calls

All Platforms

Productive Duration

Total Productive Time (in seconds) spent on calls, including talk time and after-call work (ACW).

All Platforms

ACW Percentage

The ratio of after-call work time to total handle time, expressed as a percentage.

Formula = ( Total After-Call Work (ACW) Time / Total Handle Time ) × 100

All Platforms

Talk Percentage

The ratio of talk time to total handle time, expressed as a percentage.

Formula = (Total Handle Time / Total Talk Time​) × 100

All Platforms

Hold Percentage

The ratio of hold time to total handle time, expressed as a percentage.

Formula = (Total Handle Time / Total Hold Time) ×100

All Platforms

Productive Percentage

The ratio of productive time (talk time plus ACW time) to total handle time, expressed as a percentage.

Formula = (Total Productive Time (Talk Time + ACW Time)​/ Total Handle Time ) × 100

All Platforms