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Contact Center Statistics

Statistic

ID

Average After Call Work Time

MT_INT_AVG_WRAPUP_TIME

MT_SCD_AVG_WRAPUP_TIME

Average Busy Time

MT_INT_AVG_BUSY_TIME

MT_SCD_AVG_BUSY_TIME

Average Call Abandon Time

MT_INT_AVG_ABANDON_TIME

MT_SCD_AVG_ABANDON_TIME

Average Call Duration

MT_INT_AVG_CALL_DURATION

MT_SCD_AVG_CALL_DURATION

Average Handling Time

MT_INT_AVG_HANDLING_TIME

MT_SCD_AVG_HANDLING_TIME

Average Outbound Handling Time

MTo_INT_AVG_HANDLING

MTo_SCD_AVG_HANDLING

Average Outbound Time

MTo_INT_AVG_DURATION

MTo_SCD_AVG_DURATION

Average Outbound Wrap-up Time

MTo_INT_AVG_WRAP_UP

MTo_SCD_AVG_WRAP_UP

Average Time in IVR

MT_INT_AVG_DATA_COLLECTION_TIME

MT_SCD_AVG_DATA_COLLECTION_TIME

Average Time in Queue

MT_INT_AVG_QUEUED_TIME

MT_SCD_AVG_QUEUED_TIME

Average Time on Agent

MT_INT_AVG_AGENT_CONNECTED_TIME

MT_SCD_AVG_AGENT_CONNECTED_TIME

Average Time to Answer

MT_INT_AVG_TIME_TO_ANSWER

MT_SCD_AVG_TIME_TO_ANSWER

Calls Diverted

MTi_INT_DIVERTED

MTi_SCD_DIVERTED

Calls Queued

MT_INT_CALLS_QUEUED

MT_SCD_CALLS_QUEUED

Diverted Calls Failed

MTi_INT_DIVERTED_FAIL

MTi_SCD_DIVERTED_FAIL

Maximum Call Duration

MT_INT_MAX_CALL_DURATION

MT_SCD_MAX_CALL_DURATION

Maximum Number of Logged-in Agents

MT_SCD_MAX_LOGGED_IN_AGENTS

Maximum Time in IVR

MT_INT_MAX_DATA_COLLECTION_TIME

MT_SCD_MAX_DATA_COLLECTION_TIME

Maximum Time in Queue

MT_INT_MAX_QUEUED_TIME

MT_SCD_MAX_QUEUED_TIME

Maximum Time on Agent

MT_INT_MAX_AGENT_CONNECTED_TIME

MT_SCD_MAX_AGENT_CONNECTED_TIME

Maximum Time to Answer

MTi_INT_MAX_TIME_TO_ANSWER

MTi_SCD_MAX_TIME_TO_ANSWER

Minimum Call Duration

MT_INT_MIN_CALL_DURATION

MT_SCD_MIN_CALL_DURATION

Minimum Number of Logged-in Agents

MT_SCD_MIN_LOGGED_IN_AGENTS

Minimum Time in IVR

MT_INT_MIN_DATA_COLLECTION_TIME

MT_SCD_MIN_DATA_COLLECTION_TIME

Minimum Time in Queue

MT_INT_MIN_QUEUED_TIME

MT_SCD_MIN_QUEUED_TIME

Minimum Time on Agent

MT_INT_MIN_AGENT_CONNECTED_TIME

MT_SCD_MIN_AGENT_CONNECTED_TIME

Minimum Time to Answer

MTi_INT_MIN_TIME_TO_ANSWER

MTi_SCD_MIN_TIME_TO_ANSWER

Number of Accepted Transfers

MT_INT_TRANSFERS_ACCEPTED

MT_SCD_TRANSFERS_ACCEPTED

Number of Agents in Busy State

MT_BUSY_COUNT

Number of Agents in Not Ready State

MT_NOT_READY_COUNT

Number of Agents in Ready State

MT_READY_COUNT

Number of Agents in Wrap-up State

MT_WRAP_UP_COUNT

Number of Answered Returned Interactions

MT_INT_ANSWERED_RETURNED_INTERACTIONS

MT_SCD_ANSWERED_RETURNED_INTERACTIONS

Number of Busy Lines

MT_INBOUND_CALLS

Number of Calls Abandoned

MT_INT_CALLS_ABANDONED

MT_SCD_CALLS_ABANDONED

Number of Calls Answered

MT_INT_CALLS_ANSWERED

MT_SCD_CALLS_ANSWERED

Number of Calls in Queue

MT_INTERACTIONS_IN_QUEUE

Number of Calls on Hold

MT_HELD_INTERACTIONS

Number of Calls Received

MT_INT_CALLS_RECEIVED

MT_SCD_CALLS_RECEIVED

Number of Call Short-abandoned

MT_INT_CALLS_SHORT_ABANDONED

MT_SCD_CALLS_SHORT_ABANDONED

Number of Delivery Attempts

MTi_SCD_DELIVERY_ATTEMPTS

Number of Disconnected in IVR Interactions

MT_INT_INTERACTIONS_IVR_DISCONNECTED

MT_SCD_INTERACTIONS_IVR_DISCONNECTED

Number of Inbound Lines

MT_INBOUND_LINES

Number of Interactions Abandoned on Escalation Intervals

MT_INT_EI1_ABANDONED

MT_INT_EI2_ABANDONED

MT_INT_EI3_ABANDONED

MT_INT_EI4_ABANDONED

MT_INT_EI5_ABANDONED

MT_INT_EIR_ABANDONED

MT_SCD_EI1_ABANDONED

MT_SCD_EI2_ABANDONED

MT_SCD_EI3_ABANDONED

MT_SCD_EI4_ABANDONED

MT_SCD_EI5_ABANDONED

MT_SCD_EIR_ABANDONED

Number of Interactions Answered on Escalation Intervals

MT_INT_EI1_ANSWERED

MT_INT_EI2_ANSWERED

MT_INT_EI3_ANSWERED

MT_INT_EI4_ANSWERED

MT_INT_EI5_ANSWERED

MT_INT_EIR_ANSWERED

MT_SCD_EI1_ANSWERED

MT_SCD_EI2_ANSWERED

MT_SCD_EI3_ANSWERED

MT_SCD_EI4_ANSWERED

MT_SCD_EI5_ANSWERED

MT_SCD_EIR_ANSWERED

Number of Interactions in Queue on Escalation Intervals

MT_EI1_IN_QUEUE

MT_EI2_IN_QUEUE

MT_EI3_IN_QUEUE

MT_EI4_IN_QUEUE

MT_EI5_IN_QUEUE

MT_EIR_IN_QUEUE

Number of Logged-in Agents

MT_LOGGED_IN_COUNT

Number of Originated Transfers

MT_INT_TRANSFERS_ORIGINATED

MT_SCD_TRANSFERS_ORIGINATED

Number of Rejected Transfers

MT_INT_TRANSFERS_REJECTED

MT_SCD_TRANSFERS_REJECTED

Number of Returned Interactions

MT_INT_INTERACTIONS_RETURNED

MT_SCD_INTERACTIONS_RETURNED

Number of Unqueued Calls

MTi_INT_CALLS_UNQUEUED

MTi_SCD_CALLS_UNQUEUED

Outbound Calls Made

MTo_INT_CALLS_CONNECTED

MTo_SCD_CALLS_CONNECTED

Outbound Handling Time

MTo_INT_HANDLING

MTo_SCD_HANDLING

Outbound Wrap-up Time

MTo_INT_WRAP_UP

MTo_SCD_WRAP_UP

Percent Calls Abandoned

MT_INT_PERCENT_ABANDONED

MT_SCD_PERCENT_ABANDONED

Percent Calls Answered

MT_INT_PERCENT_ANSWERED

MT_SCD_PERCENT_ANSWERED

Percent Calls Short-abandoned

MT_INT_PERCENT_SHORT_ABANDONED

MT_SCD_PERCENT_SHORT_ABANDONED

Queued Calls Diverted

MTi_INT_QUEUED_DIVERTED

MTi_SCD_QUEUED_DIVERTED

Service Factor

MT_INT_SERVICE_FACTOR

MT_SCD_SERVICE_FACTOR

Time to Answer

MT_INT_TIME_TO_ANSWER

MT_SCD_TIME_TO_ANSWER

Total Abandon Time

MT_SCD_TOTAL_ABANDON_TIME

Total After Call Work Time

MT_INT_TOTAL_WRAPUP_TIME

MT_SCD_TOTAL_WRAPUP_TIME

Total Busy Time

MT_INT_TOTAL_BUSY_TIME

MT_SCD_TOTAL_BUSY_TIME

Total Handling Time

MT_INT_TOTAL_HANDLING_TIME

MT_SCD_TOTAL_HANDLING_TIME

Total Held Time

MT_INT_TOTAL_HELD_TIME

MT_SCD_TOTAL_HELD_TIME

Total Interaction Duration

MTi_INT_TOTAL_DURATION

MTi_SCD_TOTAL_DURATION

Total Logon Time

MT_INT_LOGON_TIME

MT_SCD_LOGON_TIME

Total Not Ready Time

MT_INT_NOT_READY_TIME

MT_SCD_NOT_READY_TIME

Total Outbound Time

MTo_INT_TOTAL_DURATION

MTo_SCD_TOTAL_DURATION

Total Ready Time

MT_INT_READY_TIME

MT_SCD_READY_TIME

Total Time in Queue

MT_INT_TOTAL_QUEUED_TIME

MT_SCD_TOTAL_QUEUED_TIME

Total Working Time

MT_INT_WORK_TIME

MT_SCD_WORK_TIME


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