Measures

Display name	Description	Caption	Keys	Tags
Abandon Time - CCD	Time between the start time of the call or the leg and the end time of the call or the leg for calls abandoned	ccd_calls_abandoned_connecttime	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Abandon Time - CQD	Wait time of abandoned calls while queued for this contact service queue	cqd_time_abandoned	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Abandoned Calls Met Service Level	Number of abandoned calls met service level for this contact service queue	cqd_metservicelevel_calls_abandoned	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
AHT	The average handle time for all calls that the agent handled. Handle time is talk time plus hold time plus work time.	AHT	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Avg Abandon Time	The average number of seconds callers wait in this contact service queue before they abandon a call. (wait time before abandoned)/(number of calls abandoned)	Avg Delay to Abandon	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Avg Speed of Answer	For each CSQ, the average speed of answer for calls handled.	Average Speed of Answer	acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex	Calabrio, Contact Queue Detail
Call Count - ACD	Total number of calls for the agent	aqd_callcount	sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid	Agent Connection Detail, Calabrio
Call Count - CCD	Number of all calls from contact call detail	callcount	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Call Time	Time between the call started ringing at the device of an agent and the call was transferred or disconnected	aqd_calltime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Calls Abandoned - CCD	Number of calls abandoned	ccd_Abandoned	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Calls Abandoned - CQD	Number of abandoned calls while queued for this contact service queue	cqd_Abandoned	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls Abandoned %	Percentage of calls routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented)	Abandon %	acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex	Calabrio, Contact Queue Detail
Calls Dequeued	Number of dequeued calls from this contact service queue	cqd_calls_dequeued	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls Dequeued %	Percentage of calls dequeued. A call is dequeued from a CSQ in the following cases: • The call is dequeued by a Dequeue step in a workflow. • The call is marked as handled by a workflow. • The call is queued for more than one CSQ and is handled by an agent in another CSQ. The percentage is calculated as follows: (Number of calls dequeued / Number of calls presented)	Calls Dequeued %	acd_src, sessionid, sessionseqnum, nodeid, profileid, targetid, targettype, qindex	Calabrio, Contact Queue Detail
Calls Flow Out	Number of calls sent to another application or destination outside the system	flowout	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Calls Handled - CCD	Number of calls handled	ccd_Handled	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Calls Handled - CQD	Number of handled calls by this contact service queue	cqd_Handled	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls Handled %	Percentage of calls handled by the CSQ. A call is handled when an agent picks up the call. The percentage is calculated as follows: (number of calls handled) / (number of calls presented)	Calls Handled %	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls Handled Connect Time	Time between the start time of the call or the leg and the end time of the call or the leg for calls handled	ccd_calls_handled_connecttime	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Calls Handled Time	Time the agent spent to handle the call	aqd_handle_time	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Calls Met Service Level	Call answered within the configured number of seconds of queue time for this CSQ.	metservicelevel	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls On Hold	Number of calls on hold	acd_hold_count	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Calls Presented	Number of offered calls for this contact service queue	queuecount	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Calls Redirected	Number of calls redirected	redirect	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Calls Transfered	Number of calls transfered	transfer	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Conference Calls	Number of conference calls	conference	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Connect Time	Time between the start time of the call or the leg and the end time of the call or the leg	connecttime	acd_src, sessionid, sessionseqnum, nodeid, profileid	Calabrio, Contact Call Detail
Event Count	Number of times agent in each state	eventcount	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Event Duration	Time agent spent in each state	event_duration	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Handle Ratio	Number of calls that the agent handled divided by the number of calls routed to the agent.	Handle Ratio	sessionid, sessionseqnum, profileid, nodeid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Handled Call Wait Time	Wait time for handled calls for this contact service queue	cqd_time_before_handled	acd_src, sessionid, sessionseqnum, nodeid, profileid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Handled Calls Met Service Level	Number of handled calls met service level for this contact service queue	cqd_metservicelevel_calls_handled	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Hold Time	Time the call spent on hold	aqd_holdtime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Hold Time Avg	The average hold time for calls that the agent put on hold. The average is calculated as total hold time divided by number of calls on hold.	Hold Time Avg	sessionid, sessionseqnum, profileid, nodeid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Idle Time Avg	The average amount of time that an agent spent in Not Ready state.	Idle Time Avg	sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid	Agent Connection Detail, Calabrio
Log In Count	Number of logged-in sessions of the agent	asd_login_count	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Log In Duration	Time agent was logged in	asd_login_duration	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Not Ready Count	Number of not ready sessions of the agent	asd_notready_count	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Not Ready Duration	Time agent spent in Not Ready state	asd_notready_duration	acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid	Agent State Detail, Calabrio
Queue Count - ACD	Number of calls in queue	aqd_queuecount	sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid	Agent Connection Detail, Calabrio
Queue Count - CQD	Total number of calls for this Contact Service Queue (CSQ).	queuecount	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Queue Time - ACD	Time the caller spent in queue	aqd_queuetime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Queue Time - CQD	Time the caller spent in queue for this contact service queue	queuetime	acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype	Calabrio, Contact Queue Detail
Ring No Answer	Number of calls the agent lets the call go ring-no-answer	acd_rna	sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid	Agent Connection Detail, Calabrio
Ring Time	Time between the time the call first rang at the extension of an agent and the agent answered the call or the caller hung up before the call or the system retrieved the call before the call was answered	aqd_ringtime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
SL Met % - Only Handled	Percentage of handled calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. (Number of calls handled within service level / Number of calls handled)	SL Met % - Only Handled	acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex	Calabrio, Contact Queue Detail
Talk Time	Time passed from the time an agent answered the call to the time the call was disconnected or transferred, not including hold time	aqd_talktime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Talk Time Avg	The average talk time for all calls that the agent handled for this CSQ. The average is calculated as total talk time divided by the number of calls handled.	Talk Time Avg	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Work Time	Time an agent spent in Work State after the call	aqd_worktime	sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex	Agent Connection Detail, Calabrio
Work Time Avg	The average amount of time that an agent spent in Work state after calls. The average is calculated as total work time divided by the number of calls handled.	Work Time Avg	sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid	Agent Connection Detail, Calabrio

Abandon Time - CCD

Time between the start time of the call or the leg and the end time of the call or the leg for calls abandoned

ccd_calls_abandoned_connecttime

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Abandon Time - CQD

Wait time of abandoned calls while queued for this contact service queue

cqd_time_abandoned

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Abandoned Calls Met Service Level

Number of abandoned calls met service level for this contact service queue

cqd_metservicelevel_calls_abandoned

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

AHT

The average handle time for all calls that the agent handled. Handle time is talk time plus hold time plus work time.

AHT

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Avg Abandon Time

The average number of seconds callers wait in this contact service queue before they abandon a call. (wait time before abandoned)/(number of calls abandoned)

Avg Delay to Abandon

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Avg Speed of Answer

For each CSQ, the average speed of answer for calls handled.

Average Speed of Answer

acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex

Calabrio, Contact Queue Detail

Call Count - ACD

Total number of calls for the agent

aqd_callcount

sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid

Agent Connection Detail, Calabrio

Call Count - CCD

Number of all calls from contact call detail

callcount

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Call Time

Time between the call started ringing at the device of an agent and the call was transferred or disconnected

aqd_calltime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Calls Abandoned - CCD

Number of calls abandoned

ccd_Abandoned

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Calls Abandoned - CQD

Number of abandoned calls while queued for this contact service queue

cqd_Abandoned

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls Abandoned %

Percentage of calls routed to the CSQ that were not answered by an agent because the caller hung up or was disconnected. The percentage is calculated as follows: (Number of calls abandoned / Number of calls presented)

Abandon %

acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex

Calabrio, Contact Queue Detail

Calls Dequeued

Number of dequeued calls from this contact service queue

cqd_calls_dequeued

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls Dequeued %

Percentage of calls dequeued. A call is dequeued from a CSQ in the following cases: • The call is dequeued by a Dequeue step in a workflow. • The call is marked as handled by a workflow. • The call is queued for more than one CSQ and is handled by an agent in another CSQ. The percentage is calculated as follows: (Number of calls dequeued / Number of calls presented)

Calls Dequeued %

acd_src, sessionid, sessionseqnum, nodeid, profileid, targetid, targettype, qindex

Calabrio, Contact Queue Detail

Calls Flow Out

Number of calls sent to another application or destination outside the system

flowout

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Calls Handled - CCD

Number of calls handled

ccd_Handled

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Calls Handled - CQD

Number of handled calls by this contact service queue

cqd_Handled

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls Handled %

Percentage of calls handled by the CSQ. A call is handled when an agent picks up the call. The percentage is calculated as follows: (number of calls handled) / (number of calls presented)

Calls Handled %

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls Handled Connect Time

Time between the start time of the call or the leg and the end time of the call or the leg for calls handled

ccd_calls_handled_connecttime

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Calls Handled Time

Time the agent spent to handle the call

aqd_handle_time

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Calls Met Service Level

Call answered within the configured number of seconds of queue time for this CSQ.

metservicelevel

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls On Hold

Number of calls on hold

acd_hold_count

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Calls Presented

Number of offered calls for this contact service queue

queuecount

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Calls Redirected

Number of calls redirected

redirect

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Calls Transfered

Number of calls transfered

transfer

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Conference Calls

Number of conference calls

conference

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Connect Time

Time between the start time of the call or the leg and the end time of the call or the leg

connecttime

acd_src, sessionid, sessionseqnum, nodeid, profileid

Calabrio, Contact Call Detail

Event Count

Number of times agent in each state

eventcount

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Event Duration

Time agent spent in each state

event_duration

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Handle Ratio

Number of calls that the agent handled divided by the number of calls routed to the agent.

Handle Ratio

sessionid, sessionseqnum, profileid, nodeid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Handled Call Wait Time

Wait time for handled calls for this contact service queue

cqd_time_before_handled

acd_src, sessionid, sessionseqnum, nodeid, profileid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Handled Calls Met Service Level

Number of handled calls met service level for this contact service queue

cqd_metservicelevel_calls_handled

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Hold Time

Time the call spent on hold

aqd_holdtime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Hold Time Avg

The average hold time for calls that the agent put on hold. The average is calculated as total hold time divided by number of calls on hold.

Hold Time Avg

sessionid, sessionseqnum, profileid, nodeid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Idle Time Avg

The average amount of time that an agent spent in Not Ready state.

Idle Time Avg

sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid

Agent Connection Detail, Calabrio

Log In Count

Number of logged-in sessions of the agent

asd_login_count

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Log In Duration

Time agent was logged in

asd_login_duration

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Not Ready Count

Number of not ready sessions of the agent

asd_notready_count

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Not Ready Duration

Time agent spent in Not Ready state

asd_notready_duration

acd_src, resourceloginid, eventtype, asd_eventdatetime, reasoncode, profileid

Agent State Detail, Calabrio

Queue Count - ACD

Number of calls in queue

aqd_queuecount

sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid

Agent Connection Detail, Calabrio

Queue Count - CQD

Total number of calls for this Contact Service Queue (CSQ).

queuecount

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Queue Time - ACD

Time the caller spent in queue

aqd_queuetime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Queue Time - CQD

Time the caller spent in queue for this contact service queue

queuetime

acd_src, sessionid, sessionseqnum, profileid, nodeid, qindex, targetid, targettype

Calabrio, Contact Queue Detail

Ring No Answer

Number of calls the agent lets the call go ring-no-answer

acd_rna

sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid

Agent Connection Detail, Calabrio

Ring Time

Time between the time the call first rang at the extension of an agent and the agent answered the call or the caller hung up before the call or the system retrieved the call before the call was answered

aqd_ringtime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

SL Met % - Only Handled

Percentage of handled calls handled within the time shown in the Service Level field. A call is handled when an agent picks up the call. (Number of calls handled within service level / Number of calls handled)

SL Met % - Only Handled

acd_src, sessionid, sessionseqnum, profileid, nodeid, targetid, targettype, qindex

Calabrio, Contact Queue Detail

Talk Time

Time passed from the time an agent answered the call to the time the call was disconnected or transferred, not including hold time

aqd_talktime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Talk Time Avg

The average talk time for all calls that the agent handled for this CSQ. The average is calculated as total talk time divided by the number of calls handled.

Talk Time Avg

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Work Time

Time an agent spent in Work State after the call

aqd_worktime

sessionid, sessionseqnum, nodeid, profileid, acd_src, resourceloginid, aqd_acd_startdatetime, qindex

Agent Connection Detail, Calabrio

Work Time Avg

The average amount of time that an agent spent in Work state after calls. The average is calculated as total work time divided by the number of calls handled.

Work Time Avg

sessionid, sessionseqnum, nodeid, profileid, acd_src, aqd_acd_startdatetime, qindex, resourceloginid

Agent Connection Detail, Calabrio