What statistics can you report on in Insights?

This is a list of every statistic available within Insights along with an explanation of how it works

Queue Stats

These are the stats that you can pull from each queue.

• Call Volume (VOL) - Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.
• Calls Handled (CH) - Total number of calls into a call queue that have been answered by an agent.
• Calls Offered (CO) - Total number of calls offered to agents. Includes Answered and Abandoned calls, but not overflowed calls or calls gone to voicemail.
• Adjusted Calls Offered (ACO) - Same as calls offered but excludes abandoned calls that were abandoned in less than 10 seconds.
• Voicemail (VM) - Number of calls that went to voicemail.
• Forward (FWD) - Number of calls that have overflowed out of the queue due to timeout settings.
• Average Talk Time (ATT) - Average amount of time spent on the phone to inbound calls by agents in this queue.
• Assisted Calls Handled (AST) - Number of calls that once answered were transferred to another agent.
• Average ACW Time (ACW) - Average time taken for an agent to submit a call disposition after a call has ended.
• Callbacks (CB) - Number of calls where the caller requested a callback.
• Average Hold Time (AH) - Average time spent on hold during the call. NOTE: This is how long the caller is spending not on hold by being placed on hold by the agent, this is NOT how long the caller is waiting on hold to get through to an agent.
• Service Level (SL) - Percentage of calls that meet the configured service level.
• Abandoned Calls (AC) - Number of calls abandoned by the caller.
• Adjusted Abandoned Calls (AAC) - Number of abandoned calls ignoring any calls that were abandoned in less than 10 seconds.
• Abandon Rate (AR) - Percentage of calls that were abandoned.
• Adjusted Abandon Rate (AAR) - Percentage of calls that were abandoned, ignoring calls abandoned in less than 10 seconds.
• Average Handle Time (AHT) - Average amount of time spent on the call by an agent. Includes total talk time, hold time, and ACW time.
• Average Wait Time (AWT) - Average amount of time callers were waiting in the queue before being dispatched to an agent.
• SMS Volume (SMS_VOL) - Total number of SMS messages submitted to the queue.
• SMS Average Handle Time (SMS_AHT) - Average time taken for agents to handle SMS conversations through the call queue.
  
  

Agent Stats

These are stats you can report on per agent.

• Calls Handled (CH) - Total calls answered from a call queue.
• Talk Time (TT) - Total time spent spent on calls from a call queue.
• Average Talk Time (ATT) - Average time spent on calls from a call queue.
• Assisted Calls Handled (AST) - Number of calls from a call queue that were then transferred to another agent.
• Average ACW Time (ACW) - Average time taken to submit a call disposition after a call.
• Average Hold Time (AH) - Average time spent putting callers on hold.
• Average Handle Time (AHT) - Average time taken to handle a call (Talk Time + Hold Time + Average ACW Time)
• Missed Calls (MC) - Number of calls offered to this agent but not answered.
• Outbound Attempts (OATT) - Total number of outbound call attempts by the agent (excludes On Net and Conference calls).
• Outbound Answered (OANS) - Total number of outbound calls that were answered.
• Outbound Minutes (OM) - Total time spent on outbound calls.
• Outbound Average (OAvg) - Average time spent on outbound calls.
• Inbound Attempt (IA) - All inbound calls to this agent including calls not from a queue (excludes On Net and Conference calls).
• Inbound Answered (IANS) - All answered inbound calls including calls not from a queue.
• Inbound Minutes (IM) - Time spent on inbound calls including calls not from a queue.
• Inbound Average (IAVG) - Average time spent on all inbound calls including calls not from a queue.