Below is a glossary of definitions used by the system reporting for the “Agent Stats” report type alongside a brief explanation of what it means.
A
- Assisted Calls Handled (AST)
- Number of calls answered and then transferred to another agent.
- Average ACW Time (ACW)
- Average time an agent spends between the end of a call and submitting call disposition.
- Average Handle Time (AHT)
- Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).
- Average Hold Time (AH)
- Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.
- Average Talk Time (ATT)
- Average number of minutes, per call, spent by the agent talking on calls originating through a Call Queue. Excludes hold time.
C
- Calls Handled (CH)
- The number of calls answered by the agent originating through a Call Queue.
I
- Inbound Answered (IANS)
- Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls.
- Inbound Average (IAVG)
- Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.
- Inbound Minutes (IM)
- Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls.
M
- Missed Calls (MC)
- Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls.
O
- Outbound Answered (OANS)
- Number of outbound calls by agent answered by a remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.
- Outbound Attempts (OATT)
- Number of outbound call attempts by an agent. Excludes on-net calls and conference calls.
- Outbound Average (OAvg)
- Average length of time spent by an agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.
- Outbound Minutes (OM)
- Number of minutes spent by an agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.
T
- Talk Time (TT)
- The number of minutes spent by an agent on answered calls originating through a Call Queue.