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Fields | Description | Mode | Cisco UCCE | Cisco UCCX | Five9 VCC | Nice CXone | Avaya POM | Genesys PureCloud | Amazon Connect | SCV | UJET | Twilio Flex |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Attempt Duration (sec) | It is the total duration of the attempt in seconds. | Voice, SMS, Email | ||||||||||
Ring Duration (sec) | It is the total duration of the ringing event in seconds. | Voice | ||||||||||
CPA Duration (ms) | It is the total duration of the Call Progress Analysis (CPA), in milliseconds. | Voice | ||||||||||
Customer Talk Duration (sec) | It is the total duration of the customer connected time in seconds. | Voice | ||||||||||
Agent Talk Duration (sec) | It is the total duration of the agent Talk Time in seconds. | Voice | ||||||||||
ACW Duration (sec) | It is the total duration of the After Call Work (ACW) activity in seconds. | Voice | ||||||||||
Preview Duration (sec) | It is the total duration of agent previewing the customer details in seconds for preview calls. | Voice | ||||||||||
Abandon Duration (sec) | It is the total duration in which the customer call gets abandoned in seconds. | Voice |
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