GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Queues & Agents

The Queues & Agents dashboard displays the Overview, Efficiency, Agent Performance, and Queue Performance metrics for the selected period.

Access Queues & Agents Tab

To access the Queues & Agents tab, go to Dashboard > Queues & Agents.

Queues & Agents Tab Refresh

The Queues & Agents tab is refreshed when a supervisor clicks the Refresh button.

Time Selection

You can filter Queues & Agents data for a specific time range. You can choose a particular time range and click Apply.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Queues & Agents tab.

Create Filter

  1. Click the Filter button.
  2. Click New Filter.
  3. Select the Queues, Channels, Direction, Agents, and Skills.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.
  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.
  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.
  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.

Overview of Incoming Conversations

This section displays the metrics for all conversations (phone, chat, and email):

  • Total Conversations – Total conversation count for the selected time range.
  • In Queue – Count conversations in a queue.
  • Ongoing – Count of ongoing conversations.
  • Idle – Count of Idle conversations.
  • Expired – Count of expired conversations.
  • Closed – Count of closed conversations.

COMPARE: The COMPARE switch compares all historical metrics over a previous equal-sized time range. For example, if the Average Handle Time is 12m 2s for the last 30 days the previous Average Handle Time was 6m 1s. If you click Compare, an increase of 50% over the last 30 days will be displayed.

Transfer Rate – Percentage of transferred conversations.

Abandon Rate – Percentage of abandoned conversations.

Clicking the percentage value on the Abandon Rate widget shows the following information:

  • Abandoned while in Queue” – Count of conversations (NNNN) that were abandoned while waiting in the queue.
  • Abandoned while with Agent” – Count of conversations (NNNN) that where abandoned while being attended by an Agent.

The formula for measuring the Abandon Count:

  • For Digital Channels:
    Abandon Count = User Abandons While Waiting in Queue + Conversations With Agent that went through the Idle-Expired Sequence.
  • For Voice Channels:
    Abandon Count = User Abandons While Waiting in Queue + Conversations With Agent where User Disconnects While Agent has put the call on hold.

Overdue – This live metric shows the number of conversations currently in the overdue state. It displays the number based on all the conversations currently associated with the selected queues and agents.

System Terminations: Count of conversations that were terminated by the System. This metric is shown based on selected queues only. Clicking on the number displays the details of the system terminations.

Average Speed to Answer – The average time it takes an agent to respond to a conversation assigned to them.

Average Handling Time – The average handling time of the conversations.

Queue Load – Displays the current load on the system as a percentage of its capacity. This is a live metric.

Resolved Rate – Percentage of resolved conversations.

Note: Bot conversations shown on the Automations Dashboard are filtered by the session start date and time. The conversations on the Queues & Agents dashboard are based on the conversation start date. The conversation start date is counted when the conversation enters any SmartAssist queue. So, there will be a difference in the “Agent Transfer” number on the Automations dashboard and the “Total Conversations” on the Queues & Agents dashboard.

Efficiency

This section displays individual metrics for all conversations (call, chat, email):

Voice Metrics: The following voice conversation metrics are displayed in this section:

  1. Average Speed to Answer
  2. Avg Handle Time
  3. Avg Pick-up Time
  4. Avg Engagement time
  5. Avg Talk Time
  6. Avg. Mute/Hold Time

Chat Metrics: The following chat conversation metrics are displayed in this section: 

  1. Average Speed to Answer
  2. Avg Handle Time
  3. Avg First Response Time
  4. Avg. Agent Response Time
  5. Avg Customer Response Time

Transfers: The following transfer metrics are displayed in this section: 

  1. Transfer Rate
  2. Transfer Rate
  3. Call Transfers
  4. Chat Transfers

Skills In Queue: Displays counts per skill of all conversations currently in the queue (active or waiting).

Top Skills: Displays the number of conversations per skill for the selected time range.

Conversations by < List-of-all-Disposition Sets>: Displays the Conversations by <List-of-all-Disposition-Sets> to allow users to select a Disposition Set from the list.

  • The Resolution Disposition Set is marked as default and appears as the default option in Disposition & Notes on the Live Interactions pane of the Agent Console. For additional information on Disposition Sets, refer to Disposition Sets.
  • The multi-colored progress bar appears only for the codes in the selected Disposition Set.
  • Separate progress bars appear below each Disposition Code.

Average Satisfaction Rating: Displays the customer satisfaction rating based on the count of survey responses.

Customer Satisfaction by Channel: This section displays channel-wise customer satisfaction metrics based on survey responses.

Agent Performance

This section displays agent performance metrics for all conversations (call, chat, e-mail).

Queue Performance

This section displays queue performance metrics for all conversations (call, chat, e-mail).

 

About Queues and Agents Fields

Metric Filtered by Queues Filtered by Agents
Total Conversations The number of conversations that have entered a queue. The number of interactions that an agent accepts.
In Queue (live) The number of conversations currently waiting in a queue. NA
Ongoing (live) Conversations that are in progress with agents from this queue. Conversations that are in progress with selected agents.
Idle (live) Conversations where the customer is silent for a configured period (for example, 5 minutes). Conversations where the customer is silent for a configured period (for example, 5 minutes).
Expired (live) Conversations where the customer is silent for a configured period (for example, 10 minutes). Conversations where the customer is silent for a configured period (for example, 10 minutes).
Closed The number of interactions that entered the queue and were ended by an agent in the queue, or closed by the system while in the queue. The number of interactions ended by a selected agent.
Transfer Rate Formula = Transfers / (Total Conversations) x 100 Transfers = Number of interactions where an Agent in this queue transferred the call (to another Agent, or to a queue). Formula = Transfers / (Total Conversations) x 100 Transfers = Number of interactions where a selected Agent transferred the call (to another Agent, or to a queue).
Abandon Rate Formula = Abandonments / Closed x 100 Abandonments = Number of Interactions where the end-user prematurely terminates the call. All interactions that were abandoned while in the selected queue, or while being handled by an agent in the queue. Formula = Abandonments / Closed x 100 Abandonments = Number of Interactions where the end-user prematurely terminates the call. All interactions that had been abandoned while being handled by the selected agent.
Average Speed to Answer Formula = Sum of (Queue Wait time) / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) / Closed Queue Wait time For each interaction = Accepted (by Agent) time  Queue Entry Time.
Average Handle Time Formula = For All Calls (Talk time + Hold Time + ACW time)
For Chats, Hold Time = 0.0
ACW time = Time spent in post-call work by the Agent.
Formula = For All Calls (Talk time + Hold Time + ACW time) For Chats, Hold Time = 0.0
ACW time = Time spent in post-call work by the Agent.
Queue Load Formula: 100 x (Number of interactions in Active or Waiting states divided by Handling Capacity of All Agents in Queue). NA
Resolved Rate The number of calls resolved in the queue / the number of Closed calls. This number is misleading if you are using non-default disposition sets. The number of calls resolved by this agent / the number of Closed calls. This number is misleading if you are using non-default disposition sets.
Idle (live) Conversations where the customer has been silent for a configured period (for example, 5 minutes). Conversations where the customer has been silent for a configured period (for example, 5 minutes).
Voice Metrics
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Handle Time Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + Hold Time + ACW time.
Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + Hold Time + ACW time
Average Pick-up Time Formula: Pick-up time of each Interaction / Number of Closed Interactions. For interaction in a queue, Pick Up Time = Time when Agent Accepted – Time when Agent was Assigned the interaction. Formula: Pick-up time of each Interaction / Number of Closed Interactions. For interaction in a queue, Pick Up Time = Time when Agent Accepted – Time when Agent was Assigned the interaction.
Average Engagement Time Engagement Time = Talk Time + Hold Time. Engagement Time = Talk Time + Hold Time.
Average Talk Time Average talk time across all voice calls.
Talk time = Time for which the agent and caller were in active conversation.
Average talk time across all voice calls.
Talk time = Time for which the agent and caller were in active conversation.
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Mute/Hold Time Average hold time across all voice calls. Average hold time across all voice calls.
Chat Metrics
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Handle Time Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + ACW time.
Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + ACW time.
Average First Response Time Formula: First Response Time of Each Interaction / Number of Closed Interactions.
First Response Time = From the time the Agent accepted the Interaction to the time the Agent responded with their first message.
Formula: First Response Time of Each Interaction / Number of Closed Interactions.
First Response Time = From the time the Agent accepted the Interaction to the time the Agent responded with their first message.
Average Agent Response Time Average of all durations between a Customer’s message on a chat, to the corresponding response from the Agent.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average of all durations between a Customer’s message on a chat, to the corresponding response from the Agent.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average Customer Response Time Average of all durations between an Agent’s message on a chat, to the next message from the end user.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average of all durations between an Agent’s message on a chat, to the next message from the end user.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Transfer Rate The number of conversations transferred from the queue (even if it is to the same queue) / Total Conversations. The number of conversations transferred from the Agent / Total Conversations.
Total Transfers The number of conversations transferred from the queue (even if it is to the same queue). The number of conversations transferred from the Agent.
Call Transfers Fraction of Total Transfers (above) from voice calls. Fraction of Total Transfers (above) from voice calls.
Chat Transfers Fraction of Total Transfers (above) from digital channels. Fraction of Total Transfers (above) from digital channels.
Skills in Queue (live) The number of conversations in a selected queue (active or waiting) associated with each skill. Top 5 skills shown. NA
Top Skills The number of closed conversations entering selected queues associated with each skill. The number of closed conversations accepted by selected agents associated with each skill.
Conversations by <Disposition Set> The number of closed conversations that were assigned a particular disposition code. Given that a conversation may be assigned to multiple disposition codes (one from each Set), changing the Disposition Set will show a different set of codes and the number of conversations associated with them. The number of closed conversations that were assigned a particular disposition code. Given that a conversation may be assigned to multiple disposition codes (one from each Set), changing the Disposition Set will show a different set of codes and the number of conversations associated with them.
Average Satisfaction Rating Formula: Sum of all CSAT ratings given / Number of conversations where a CSAT rating was given. Formula: Sum of all CSAT ratings given / Number of conversations where a CSAT rating was given.
Customer Satisfaction by Channel Average CSAT rating by Channel. Average CSAT rating by Channel.
Agent Performance
Offered No.of conversations that were assigned to the agent. NA
Answered No.of conversations answered by the agent. NA
Unanswered No.of conversations that are assigned but not answered by the agent. NA
Abandoned No.of conversations where the user dropped off while conversing with the agent. NA
Transferred No.of conversations that got transferred by the agent. NA
Logged In Agent Login time between start and end filters. NA
Closed/Hour No.of conversations closed per hour. NA
AHT Average Handle Time of the conversation by the agent. NA
CSAT Average CSAT score the of agent. NA
Queue Performance
Incoming NA No.of conversations that entered the queue.
Answered NA No.of conversations answered by the agent in the queue.
Abandoned NA No.of conversations where the user dropped off while conversing with the agent in the queue.
Transferred NA No.of conversations that got transferred from the queue.
Voicemails NA  No.of voicemails in the queue.
Terminated NA No.of conversations that were terminated in the queue.
Closed NA No.of conversations closed in the queue.
ASA NA Average Speed to Answer by the agent in the queue.
AHT NA Average Handle Time of conversation by the agent in the queue.
CSAT NA Average CSAT score in the queue.

Queues & Agents

The Queues & Agents dashboard displays the Overview, Efficiency, Agent Performance, and Queue Performance metrics for the selected period.

Access Queues & Agents Tab

To access the Queues & Agents tab, go to Dashboard > Queues & Agents.

Queues & Agents Tab Refresh

The Queues & Agents tab is refreshed when a supervisor clicks the Refresh button.

Time Selection

You can filter Queues & Agents data for a specific time range. You can choose a particular time range and click Apply.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Queues & Agents tab.

Create Filter

  1. Click the Filter button.
  2. Click New Filter.
  3. Select the Queues, Channels, Direction, Agents, and Skills.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.
  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.
  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.
  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.

Overview of Incoming Conversations

This section displays the metrics for all conversations (phone, chat, and email):

  • Total Conversations – Total conversation count for the selected time range.
  • In Queue – Count conversations in a queue.
  • Ongoing – Count of ongoing conversations.
  • Idle – Count of Idle conversations.
  • Expired – Count of expired conversations.
  • Closed – Count of closed conversations.

COMPARE: The COMPARE switch compares all historical metrics over a previous equal-sized time range. For example, if the Average Handle Time is 12m 2s for the last 30 days the previous Average Handle Time was 6m 1s. If you click Compare, an increase of 50% over the last 30 days will be displayed.

Transfer Rate – Percentage of transferred conversations.

Abandon Rate – Percentage of abandoned conversations.

Clicking the percentage value on the Abandon Rate widget shows the following information:

  • Abandoned while in Queue” – Count of conversations (NNNN) that were abandoned while waiting in the queue.
  • Abandoned while with Agent” – Count of conversations (NNNN) that where abandoned while being attended by an Agent.

The formula for measuring the Abandon Count:

  • For Digital Channels:
    Abandon Count = User Abandons While Waiting in Queue + Conversations With Agent that went through the Idle-Expired Sequence.
  • For Voice Channels:
    Abandon Count = User Abandons While Waiting in Queue + Conversations With Agent where User Disconnects While Agent has put the call on hold.

Overdue – This live metric shows the number of conversations currently in the overdue state. It displays the number based on all the conversations currently associated with the selected queues and agents.

System Terminations: Count of conversations that were terminated by the System. This metric is shown based on selected queues only. Clicking on the number displays the details of the system terminations.

Average Speed to Answer – The average time it takes an agent to respond to a conversation assigned to them.

Average Handling Time – The average handling time of the conversations.

Queue Load – Displays the current load on the system as a percentage of its capacity. This is a live metric.

Resolved Rate – Percentage of resolved conversations.

Note: Bot conversations shown on the Automations Dashboard are filtered by the session start date and time. The conversations on the Queues & Agents dashboard are based on the conversation start date. The conversation start date is counted when the conversation enters any SmartAssist queue. So, there will be a difference in the “Agent Transfer” number on the Automations dashboard and the “Total Conversations” on the Queues & Agents dashboard.

Efficiency

This section displays individual metrics for all conversations (call, chat, email):

Voice Metrics: The following voice conversation metrics are displayed in this section:

  1. Average Speed to Answer
  2. Avg Handle Time
  3. Avg Pick-up Time
  4. Avg Engagement time
  5. Avg Talk Time
  6. Avg. Mute/Hold Time

Chat Metrics: The following chat conversation metrics are displayed in this section: 

  1. Average Speed to Answer
  2. Avg Handle Time
  3. Avg First Response Time
  4. Avg. Agent Response Time
  5. Avg Customer Response Time

Transfers: The following transfer metrics are displayed in this section: 

  1. Transfer Rate
  2. Transfer Rate
  3. Call Transfers
  4. Chat Transfers

Skills In Queue: Displays counts per skill of all conversations currently in the queue (active or waiting).

Top Skills: Displays the number of conversations per skill for the selected time range.

Conversations by < List-of-all-Disposition Sets>: Displays the Conversations by <List-of-all-Disposition-Sets> to allow users to select a Disposition Set from the list.

  • The Resolution Disposition Set is marked as default and appears as the default option in Disposition & Notes on the Live Interactions pane of the Agent Console. For additional information on Disposition Sets, refer to Disposition Sets.
  • The multi-colored progress bar appears only for the codes in the selected Disposition Set.
  • Separate progress bars appear below each Disposition Code.

Average Satisfaction Rating: Displays the customer satisfaction rating based on the count of survey responses.

Customer Satisfaction by Channel: This section displays channel-wise customer satisfaction metrics based on survey responses.

Agent Performance

This section displays agent performance metrics for all conversations (call, chat, e-mail).

Queue Performance

This section displays queue performance metrics for all conversations (call, chat, e-mail).

 

About Queues and Agents Fields

Metric Filtered by Queues Filtered by Agents
Total Conversations The number of conversations that have entered a queue. The number of interactions that an agent accepts.
In Queue (live) The number of conversations currently waiting in a queue. NA
Ongoing (live) Conversations that are in progress with agents from this queue. Conversations that are in progress with selected agents.
Idle (live) Conversations where the customer is silent for a configured period (for example, 5 minutes). Conversations where the customer is silent for a configured period (for example, 5 minutes).
Expired (live) Conversations where the customer is silent for a configured period (for example, 10 minutes). Conversations where the customer is silent for a configured period (for example, 10 minutes).
Closed The number of interactions that entered the queue and were ended by an agent in the queue, or closed by the system while in the queue. The number of interactions ended by a selected agent.
Transfer Rate Formula = Transfers / (Total Conversations) x 100 Transfers = Number of interactions where an Agent in this queue transferred the call (to another Agent, or to a queue). Formula = Transfers / (Total Conversations) x 100 Transfers = Number of interactions where a selected Agent transferred the call (to another Agent, or to a queue).
Abandon Rate Formula = Abandonments / Closed x 100 Abandonments = Number of Interactions where the end-user prematurely terminates the call. All interactions that were abandoned while in the selected queue, or while being handled by an agent in the queue. Formula = Abandonments / Closed x 100 Abandonments = Number of Interactions where the end-user prematurely terminates the call. All interactions that had been abandoned while being handled by the selected agent.
Average Speed to Answer Formula = Sum of (Queue Wait time) / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) / Closed Queue Wait time For each interaction = Accepted (by Agent) time  Queue Entry Time.
Average Handle Time Formula = For All Calls (Talk time + Hold Time + ACW time)
For Chats, Hold Time = 0.0
ACW time = Time spent in post-call work by the Agent.
Formula = For All Calls (Talk time + Hold Time + ACW time) For Chats, Hold Time = 0.0
ACW time = Time spent in post-call work by the Agent.
Queue Load Formula: 100 x (Number of interactions in Active or Waiting states divided by Handling Capacity of All Agents in Queue). NA
Resolved Rate The number of calls resolved in the queue / the number of Closed calls. This number is misleading if you are using non-default disposition sets. The number of calls resolved by this agent / the number of Closed calls. This number is misleading if you are using non-default disposition sets.
Idle (live) Conversations where the customer has been silent for a configured period (for example, 5 minutes). Conversations where the customer has been silent for a configured period (for example, 5 minutes).
Voice Metrics
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Handle Time Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + Hold Time + ACW time.
Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + Hold Time + ACW time
Average Pick-up Time Formula: Pick-up time of each Interaction / Number of Closed Interactions. For interaction in a queue, Pick Up Time = Time when Agent Accepted – Time when Agent was Assigned the interaction. Formula: Pick-up time of each Interaction / Number of Closed Interactions. For interaction in a queue, Pick Up Time = Time when Agent Accepted – Time when Agent was Assigned the interaction.
Average Engagement Time Engagement Time = Talk Time + Hold Time. Engagement Time = Talk Time + Hold Time.
Average Talk Time Average talk time across all voice calls.
Talk time = Time for which the agent and caller were in active conversation.
Average talk time across all voice calls.
Talk time = Time for which the agent and caller were in active conversation.
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Mute/Hold Time Average hold time across all voice calls. Average hold time across all voice calls.
Chat Metrics
Average Speed to Answer Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time. Formula = Sum of (Queue Wait time) across all conversations / Closed Queue Wait time For each interaction = Accepted (by Agent) time – Queue Entry Time.
Average Handle Time Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + ACW time.
Formula: Handle Time of Each Interaction / Number of Closed Interactions.
Handle Time = Talk Time + ACW time.
Average First Response Time Formula: First Response Time of Each Interaction / Number of Closed Interactions.
First Response Time = From the time the Agent accepted the Interaction to the time the Agent responded with their first message.
Formula: First Response Time of Each Interaction / Number of Closed Interactions.
First Response Time = From the time the Agent accepted the Interaction to the time the Agent responded with their first message.
Average Agent Response Time Average of all durations between a Customer’s message on a chat, to the corresponding response from the Agent.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average of all durations between a Customer’s message on a chat, to the corresponding response from the Agent.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average Customer Response Time Average of all durations between an Agent’s message on a chat, to the next message from the end user.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Average of all durations between an Agent’s message on a chat, to the next message from the end user.
When there is a continuous stream of messages from either party, the earliest message is taken into account for calculation.
Transfer Rate The number of conversations transferred from the queue (even if it is to the same queue) / Total Conversations. The number of conversations transferred from the Agent / Total Conversations.
Total Transfers The number of conversations transferred from the queue (even if it is to the same queue). The number of conversations transferred from the Agent.
Call Transfers Fraction of Total Transfers (above) from voice calls. Fraction of Total Transfers (above) from voice calls.
Chat Transfers Fraction of Total Transfers (above) from digital channels. Fraction of Total Transfers (above) from digital channels.
Skills in Queue (live) The number of conversations in a selected queue (active or waiting) associated with each skill. Top 5 skills shown. NA
Top Skills The number of closed conversations entering selected queues associated with each skill. The number of closed conversations accepted by selected agents associated with each skill.
Conversations by <Disposition Set> The number of closed conversations that were assigned a particular disposition code. Given that a conversation may be assigned to multiple disposition codes (one from each Set), changing the Disposition Set will show a different set of codes and the number of conversations associated with them. The number of closed conversations that were assigned a particular disposition code. Given that a conversation may be assigned to multiple disposition codes (one from each Set), changing the Disposition Set will show a different set of codes and the number of conversations associated with them.
Average Satisfaction Rating Formula: Sum of all CSAT ratings given / Number of conversations where a CSAT rating was given. Formula: Sum of all CSAT ratings given / Number of conversations where a CSAT rating was given.
Customer Satisfaction by Channel Average CSAT rating by Channel. Average CSAT rating by Channel.
Agent Performance
Offered No.of conversations that were assigned to the agent. NA
Answered No.of conversations answered by the agent. NA
Unanswered No.of conversations that are assigned but not answered by the agent. NA
Abandoned No.of conversations where the user dropped off while conversing with the agent. NA
Transferred No.of conversations that got transferred by the agent. NA
Logged In Agent Login time between start and end filters. NA
Closed/Hour No.of conversations closed per hour. NA
AHT Average Handle Time of the conversation by the agent. NA
CSAT Average CSAT score the of agent. NA
Queue Performance
Incoming NA No.of conversations that entered the queue.
Answered NA No.of conversations answered by the agent in the queue.
Abandoned NA No.of conversations where the user dropped off while conversing with the agent in the queue.
Transferred NA No.of conversations that got transferred from the queue.
Voicemails NA  No.of voicemails in the queue.
Terminated NA No.of conversations that were terminated in the queue.
Closed NA No.of conversations closed in the queue.
ASA NA Average Speed to Answer by the agent in the queue.
AHT NA Average Handle Time of conversation by the agent in the queue.
CSAT NA Average CSAT score in the queue.