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Fields | Description | Not Applicable | Mode | Cisco UCCE | Cisco UCCX | Webex Contact Center | Amazon Connect | Service Cloud Voice | Twilio Flex | UJET | Genesys PureCloud | Five9 VCC | Nice CXone | Avaya POM | Twilio SMS | Twilio SendGrid | SMTP |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Agent | It is the number of agents logging into the system once for the day. | - | Voice | ||||||||||||||
Agent Connect Rate | It is the ratio of connected calls to the total count of agents. | - | Voice | ||||||||||||||
Ring Duration | It is the time period a phone rings before being answered | Agent | Voice | ||||||||||||||
Average Ring Duration | It is the ratio of ring duration to the total number of calls connected. | Agent | Voice | ||||||||||||||
Talk Duration | It is the time span of an actual talk time. | - | Voice | ||||||||||||||
IVR Duration | The total time a caller spends interacting with the IVR system. | Agent | Voice | ||||||||||||||
2-ways SMS Duration | The total time span between the initiation of a 2-way SMS attempt. | Agent | SMS | ||||||||||||||
ACW Duration | It is the period during which After Call Work (ACW) activities are carried out. | - | Voice | ||||||||||||||
Handle Duration | It displays the duration of actual talk time and the time spent on ACW activities. Formula = Talk Duration + ACW Duration | - | Voice | ||||||||||||||
Preview Duration | It displays the duration during which an agent views a preview call. | - | Voice | ||||||||||||||
AHT | It is the ratio of total call handling time to total calls connected. Formula = Handle Duration / Total Connect | - | Voice | ||||||||||||||
AHT IVR | The Average Handle Time for IVR calls. This is calculated as the total IVR duration divided by the number of IVR calls connected. Formula: AHT IVR = IVR Duration / IVR Connect | - | Voice | ||||||||||||||
AHT 2-way SMS | The Average Handle Time for 2-Way SMS interactions. This is calculated as the total duration of 2-Way SMS attempts divided by the total number of 2-Way SMS attempts. Formula: AHT 2-Way SMS = 2-Way SMS Duration / 2-Way SMS Attempt | Agent | SMS | ||||||||||||||
Avg First Response 2-way SMS | The average response time for the first message in a 2-Way SMS interaction. It is calculated by summing up the durations between the first message sent and the first message received in all 2-Way SMS attempts and dividing it by the total number of 2-Way messages received. Excludes 2-Way SMS attempts that timeout on the first message but includes those that timeout in subsequent messages. Formula: Avg First Response 2-Way SMS = (Summation of all first message response durations) / 2-Way Messages Received | Agent | SMS | ||||||||||||||
Avg Response 2-way SMS | The average response time for all messages in 2-Way SMS interactions. It is calculated by summing up the durations between every message sent and received in 2-Way SMS attempts and dividing it by the total number of 2-Way messages received. Excludes the duration of messages that timeout. Formula: Avg Response 2-Way SMS = (Summation of all message response durations) / 2-Way Messages Received | Agent | SMS | ||||||||||||||
AHT RPC | It is the ratio of total call handling time for RPC calls to total calls connected. Formula = Total Handle Time for RPC Calls / Total Connect | Agent | Voice | ||||||||||||||
AHT Non RPC | It is the ratio of total call handling time for non-RPC calls to total calls connected. Formula = Total Handle Time for Non-RPC Calls / Total Connect | - | Voice | ||||||||||||||
AHT Consent | The Average Handling Time for Consent attempts. | - | Voice | ||||||||||||||
AHT Non Consent | The Average Handle Time for calls connected that are of type Non-Consent. If PEWC is deactivated, this value should be 0. | - | Voice | ||||||||||||||
AHT Manual | It is the ratio of total call handling time to total calls connected for manual calls. Formula = Total Handle Time for Manual Calls / Total Connect | - | Voice | ||||||||||||||
ACW RPC Duration | It is the period during which ACW activities are carried out for RPC type. | - | Voice | ||||||||||||||
ACW Non RPC Duration | It is the period during which ACW activities are carried out for non-RPC type. | - | Voice | ||||||||||||||
Talk RPC Duration | It is the talk time of RPC calls. | - | Voice | ||||||||||||||
Talk Non RPC Duration | It is the talk time of Non-RPC calls. | - | Voice |
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