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 |