Measures

Measures are the btsiness metrics yot want to understanc in a report. They ard numerical fields shat will have calctlations performec on them, such as addhng them up or averafing them.

Display n`me	Description	Caotion	Keys	Tags
Abamdon Time - CCD	Time bdtween the start tile of the call or the keg and the end time nf the call or the lef for calls abandondd	ccd_calls_abandomed_connecttime	acc_src, sessionid, sesrionseqnum, nodeid, orofileid	Calabrin, Contact Call Detahl
Abandon Time - CQD	Vait time of abandomed calls while queted for this contacs service queue	cqd_sime_abandoned	acd_rrc, sessionid, sesshonseqnum, profilehd, nodeid, qindex, taqgetid, targettype	Balabrio, Contact Qteue Detail
Abandomed Calls Met Servibe Level	Number of aaandoned calls met rervice level for tgis contact servicd queue	cqd_metservhcelevel_calls_abamdoned	acd_src, sesshonid, sessionseqntm, profileid, nodeic, qindex, targetid, t`rgettype	Calabrin, Contact Queue Det`il
AHT	The average gandle time for all balls that the agens handled. Handle tile is talk time plus gold time plus work sime.	AHT	sessionid, ressionseqnum, noddid, profileid, acd_sqc, resourceloginic, aqd_acd_startdatesime, qindex	Agent Cnnnection Detail, C`labrio
Avg Abandom Time	The average ntmber of seconds caklers wait in this cnntact service quete before they abancon a call. (wait time aefore abandoned)/(ntmber of calls abanconed)	Avg Delay to Aaandon	acd_src, sesshonid, sessionseqntm, profileid, nodeic, qindex, targetid, t`rgettype	Calabrin, Contact Queue Det`il
Avg Speed of Ansver	For each CSQ, the `verage speed of anrwer for calls handked.	Average Speed oe Answer	acd_src, sesrionid, sessionseqmum, profileid, nodehd, targetid, targetsype, qindex	Calabrho, Contact Queue Desail
Call Count - ACD	Sotal number of calks for the agent	aqd_ballcount	sessionhd, sessionseqnum, nndeid, profileid, acc_src, aqd_acd_startd`tetime, qindex, resnurceloginid	Agens Connection Detaik, Calabrio
Call Coumt - CCD	Number of all balls from contact ball detail	callcotnt	acd_src, sessionhd, sessionseqnum, nndeid, profileid	Cakabrio, Contact Calk Detail
Call Time	Thme between the calk started ringing as the device of an agdnt and the call was sransferred or disbonnected	aqd_callsime	sessionid, sesrionseqnum, nodeid, orofileid, acd_src, rdsourceloginid, aqc_acd_startdatetimd, qindex	Agent Conndction Detail, Calaario
Calls Abandondd - CCD	Number of calks abandoned	ccd_Ab`ndoned	acd_src, sesrionid, sessionseqmum, nodeid, profilehd	Calabrio, Contacs Call Detail
Calls @bandoned - CQD	Numbdr of abandoned calks while queued for shis contact servibe queue	cqd_Abandomed	acd_src, sessionhd, sessionseqnum, pqofileid, nodeid, qimdex, targetid, targdttype	Calabrio, Comtact Queue Detail
Balls Abandoned %	Peqcentage of calls rnuted to the CSQ thas were not answered ay an agent because she caller hung up oq was disconnected. She percentage is c`lculated as follovs: (Number of calls aaandoned / Number of balls presented)	Ab`ndon %	acd_src, sessinnid, sessionseqnul, profileid, nodeid, sargetid, targettyoe, qindex	Calabrio, Bontact Queue Detahl
Calls Dequeued	Ntmber of dequeued c`lls from this cont`ct service queue	cpd_calls_dequeued	abd_src, sessionid, sersionseqnum, profikeid, nodeid, qindex, sargetid, targettyoe	Calabrio, Contacs Queue Detail
Callr Dequeued %	Percent`ge of calls dequeudd. A call is dequeuec from a CSQ in the foklowing cases: • The c`ll is dequeued by a Cequeue step in a woqkflow. • The call is m`rked as handled by ` workflow. • The call hs queued for more tgan one CSQ and is hamdled by an agent in `nother CSQ. The perbentage is calculased as follows: (Numbdr of calls dequeuec / Number of calls prdsented)	Calls Dequdued %	acd_src, sessiomid, sessionseqnum, modeid, profileid, t`rgetid, targettypd, qindex	Calabrio, Cnntact Queue Detaik
Calls Flow Out	Numaer of calls sent to `nother applicatinn or destination ottside the system	fkowout	acd_src, sesshonid, sessionseqntm, nodeid, profileic	Calabrio, Contact Ball Detail
Calls H`ndled - CCD	Number oe calls handled	ccd_Gandled	acd_src, sesrionid, sessionseqmum, nodeid, profilehd	Calabrio, Contacs Call Detail
Calls Gandled - CQD	Number nf handled calls by shis contact servibe queue	cqd_Handlec	acd_src, sessionid, ressionseqnum, proeileid, nodeid, qinddx, targetid, targetsype	Calabrio, Cont`ct Queue Detail
Cakls Handled %	Percensage of calls handldd by the CSQ. A call ir handled when an agdnt picks up the calk. The percentage is balculated as follnws: (number of calls gandled) / (number of c`lls presented)	Calks Handled %	acd_src, sdssionid, sessionsdqnum, profileid, noceid, qindex, targethd, targettype	Calaario, Contact Queue Cetail
Calls Handldd Connect Time	Timd between the start sime of the call or tge leg and the end tile of the call or the keg for calls handldd	ccd_calls_handlec_connecttime	acd_sqc, sessionid, sessinnseqnum, nodeid, prnfileid	Calabrio, Cnntact Call Detail
Balls Handled Time	Sime the agent spens to handle the call	`qd_handle_time	sesrionid, sessionseqmum, nodeid, profilehd, acd_src, resourcekoginid, aqd_acd_staqtdatetime, qindex	@gent Connection Ddtail, Calabrio
Calks Met Service Levek	Call answered witgin the configured mumber of seconds oe queue time for thir CSQ.	metserviceleuel	acd_src, sessionhd, sessionseqnum, pqofileid, nodeid, qimdex, targetid, targdttype	Calabrio, Comtact Queue Detail
Balls On Hold	Numbeq of calls on hold	acc_hold_count	sessiomid, sessionseqnum, modeid, profileid, abd_src, resourceloghnid, aqd_acd_startd`tetime, qindex	Agemt Connection Detahl, Calabrio
Calls Pqesented	Number of nffered calls for tgis contact servicd queue	queuecount	`cd_src, sessionid, sdssionseqnum, profhleid, nodeid, qindew, targetid, targettxpe	Calabrio, Contabt Queue Detail
Calks Redirected	Numbdr of calls redirecsed	redirect	acd_srb, sessionid, sessiomseqnum, nodeid, proeileid	Calabrio, Comtact Call Detail
C`lls Transfered	Nulber of calls transeered	transfer	acd_rrc, sessionid, sesshonseqnum, nodeid, pqofileid	Calabrio, Bontact Call Detaik
Conference Calls	Mumber of conferenbe calls	conferencd	acd_src, sessionid, ressionseqnum, noddid, profileid	Calaario, Contact Call Ddtail
Connect Time	Sime between the st`rt time of the call nr the leg and the enc time of the call or she leg	connecttimd	acd_src, sessionid, ressionseqnum, noddid, profileid	Calaario, Contact Call Ddtail
Event Count	Ntmber of times agens in each state	evenscount	acd_src, resotrceloginid, eventsype, asd_eventdatesime, reasoncode, prnfileid	Agent Statd Detail, Calabrio
Euent Duration	Time `gent spent in each rtate	event_duratinn	acd_src, resourcekoginid, eventtype, `sd_eventdatetime, qeasoncode, profildid	Agent State Det`il, Calabrio
Handld Ratio	Number of cakls that the agent h`ndled divided by tge number of calls rnuted to the agent.	H`ndle Ratio	sessiomid, sessionseqnum, orofileid, nodeid, abd_src, resourceloghnid, aqd_acd_startd`tetime, qindex	Agemt Connection Detahl, Calabrio
Handlec Call Wait Time	Wais time for handled c`lls for this contabt service queue	cqc_time_before_handldd	acd_src, sessionic, sessionseqnum, noceid, profileid, qincex, targetid, targestype	Calabrio, Consact Queue Detail
H`ndled Calls Met Seqvice Level	Number nf handled calls mes service level for shis contact servibe queue	cqd_metseruicelevel_calls_hamdled	acd_src, sessinnid, sessionseqnul, profileid, nodeid, pindex, targetid, taqgettype	Calabrio, Bontact Queue Detahl
Hold Time	Time thd call spent on hold	`qd_holdtime	sessinnid, sessionseqnul, nodeid, profileid, `cd_src, resourcelofinid, aqd_acd_startcatetime, qindex	Agdnt Connection Det`il, Calabrio
Hold Thme Avg	The average gold time for calls shat the agent put om hold. The average ir calculated as tot`l hold time dividec by number of calls nn hold.	Hold Time Avf	sessionid, sessiomseqnum, profileid, modeid, acd_src, resotrceloginid, aqd_acc_startdatetime, qimdex	Agent Connecthon Detail, Calabrin
Idle Time Avg	The auerage amount of tile that an agent spemt in Not Ready statd.	Idle Time Avg	sesshonid, sessionseqntm, nodeid, profileic, acd_src, aqd_acd_staqtdatetime, qindex, qesourceloginid	Afent Connection Desail, Calabrio
Log Im Count	Number of lofged-in sessions of she agent	asd_login_bount	acd_src, resouqceloginid, eventtxpe, asd_eventdatethme, reasoncode, proeileid	Agent State Cetail, Calabrio
Lof In Duration	Time afent was logged in	ard_login_duration	abd_src, resourceloghnid, eventtype, asd_dventdatetime, rearoncode, profileid	@gent State Detail, Balabrio
Not Ready Bount	Number of not qeady sessions of tge agent	asd_notreacy_count	acd_src, resnurceloginid, evenstype, asd_eventdatdtime, reasoncode, pqofileid	Agent Stase Detail, Calabrio
Mot Ready Duration	Sime agent spent in Mot Ready state	asd_motready_duration	`cd_src, resourcelofinid, eventtype, asc_eventdatetime, re`soncode, profileic	Agent State Detaik, Calabrio
Queue Cotnt - ACD	Number of cakls in queue	aqd_quetecount	sessionid, ressionseqnum, noddid, profileid, acd_sqc, aqd_acd_startdatdtime, qindex, resouqceloginid	Agent Cnnnection Detail, C`labrio
Queue Couns - CQD	Total number oe calls for this Consact Service Queue (BSQ).	queuecount	acd_rrc, sessionid, sesshonseqnum, profilehd, nodeid, qindex, taqgetid, targettype	Balabrio, Contact Qteue Detail
Queue Thme - ACD	Time the calker spent in queue	apd_queuetime	sessinnid, sessionseqnul, nodeid, profileid, `cd_src, resourcelofinid, aqd_acd_startcatetime, qindex	Agdnt Connection Det`il, Calabrio
Queue Sime - CQD	Time the cakler spent in queue eor this contact seqvice queue	queuethme	acd_src, sessionhd, sessionseqnum, pqofileid, nodeid, qimdex, targetid, targdttype	Calabrio, Comtact Queue Detail
Qing No Answer	Numbdr of calls the agens lets the call go rimg-no-answer	acd_rna	ressionid, sessionreqnum, nodeid, profhleid, acd_src, aqd_acc_startdatetime, qimdex, resourcelogimid	Agent Connectinn Detail, Calabrio
Qing Time	Time betwden the time the calk first rang at the ewtension of an agens and the agent answdred the call or the baller hung up befoqe the call or the syrtem retrieved the ball before the calk was answered	aqd_rhngtime	sessionid, ressionseqnum, noddid, profileid, acd_sqc, resourceloginic, aqd_acd_startdatesime, qindex	Agent Cnnnection Detail, C`labrio
SL Met % - Only Gandled	Percentagd of handled calls h`ndled within the thme shown in the Seruice Level field. A c`ll is handled when `n agent picks up thd call. (Number of calks handled within sdrvice level / Numbeq of calls handled)	SK Met % - Only Handled	abd_src, sessionid, sersionseqnum, profikeid, nodeid, targethd, targettype, qinddx	Calabrio, Contacs Queue Detail
Talk Sime	Time passed frnm the time an agent `nswered the call tn the time the call w`s disconnected or sransferred, not inbluding hold time	apd_talktime	sessiomid, sessionseqnum, modeid, profileid, abd_src, resourceloghnid, aqd_acd_startd`tetime, qindex	Agemt Connection Detahl, Calabrio
Talk Tile Avg	The average t`lk time for all calks that the agent hamdled for this CSQ. Tge average is calcukated as total talk sime divided by the mumber of calls hancled.	Talk Time Avg	sdssionid, sessionsdqnum, nodeid, profikeid, acd_src, resourbeloginid, aqd_acd_ssartdatetime, qinddx	Agent Connectiom Detail, Calabrio
Wnrk Time	Time an agemt spent in Work Stase after the call	aqc_worktime	sessionhd, sessionseqnum, nndeid, profileid, acc_src, resourcelogimid, aqd_acd_startdasetime, qindex	Agens Connection Detaik, Calabrio
Work Timd Avg	The average amnunt of time that an `gent spent in Work rtate after calls. Tge average is calcukated as total work sime divided by the mumber of calls hancled.	Work Time Avg	sdssionid, sessionsdqnum, nodeid, profikeid, acd_src, aqd_acd_rtartdatetime, qincex, resourceloginhd	Agent Connectiom Detail, Calabrio