Measures
Measures are the business metrics you want to understand in a report. They are numerical fields that will have calculations performed on them, such as adding them up or averaging them.
|
Display name |
Description |
Caption |
Keys |
Tags |
|---|---|---|---|---|
| Aband Count | Count of calls that were abandoned before connecting to an agent | Aband Count | Call ID | Call Detail, RingCentral Engage |
| Aband Rate | Percentage of calls that were abandoned | Aband rate | Call ID | Call Detail, RingCentral Engage |
| Accepted | Total number of calls accepted by the agent | Accepted | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Agent Wait Duration | Total time in secs agent is available to receive the call since the previous call was completed | Agent Wait Duration | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Avail Time | Time in seconds agent spent in available state | Avail Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Average Handle Time | Average handling time of call by an agent | AHT | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Avg Hold Time | Average time agent put the calls on hold | Avg Hold Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Avg Pending Disp Time | Average time agent spent after calls without disposition | Avg Disp Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Avg Talk Time | Total number of calls presented to the agent but not answered | Avg Talk Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Avg Wait Time | Average time the caller waited to connect to an agent | Avg Wait Time | Call ID | Call Detail, RingCentral Engage |
| Away Time | Total time in seconds agent spent in away state | Away Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Break Time | Total time in seconds agent spent in break state | Break Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Call Connect Duration | Time in seconds that the call was connected to an agent | Call Connect Duration | Call ID | Call Detail, RingCentral Engage |
| Call Duration | Total duration of the call in seconds | Call Duration | Call ID | Call Detail, RingCentral Engage |
| Call Wait Duration | Time in seconds that caller waited to connect to an agent | Call Wait Duration | Call ID | Call Detail, RingCentral Engage |
| Calls Handled | Number of calls handled by agent | Calls Handled | Call ID | Call Detail, RingCentral Engage |
| Calls Offered | Total number of calls offered to the agent | Calls Offered | Call ID | Call Detail, RingCentral Engage |
| Calls Placed On Hold | Number of calls on hold | Calls Placed On Hold | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Deflected Count | Count of calls that got disconnected before connecting to an agent | Deflected Count | Call ID | Call Detail, RingCentral Engage |
| Disposition Transfer Count | Number of times agent transferred a call using disposition | Disposition transfers | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Engaged Time | Time the agent state is engaged on a call | Engaged Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| EOC Term Count | Count of calls that were disconnected with End of Call term reason | EOC Term Count | Call ID | Call Detail, RingCentral Engage |
| Login Time | Total login time of an agent | Login Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Lunch Time | Total time in seconds agent spent in lunch state | Lunch Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Manual No Connect | Number of manual outbound calls that did not connect | Manual No Connect | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Off Hook Time | Time in secs that agent spent on an off-hook session ready to receive calls | Off Hook Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Pct Login Utilization | Percentage of time that agent spent talking during the login time | Login Utilization2 | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Pct Off Hook To Login | Percentage of login time the agent spent off-hook | Off Hook To Login | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Pct Off Hook Utilization | Percentage of off-hook time the agent spent on active calls | Off Hook Utilization | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Pct Transferred Calls Accepted | Percentage of calls accepted that the agent transferred using a disposition | Transfer Calls Accepted % | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Pending Disp Time | Total time in seconds agent spent after calls without disposition | Pending Disp Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Presented | Total number of calls presented to the agent | Presented | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Queue Time | Time in seconds that the call was in queue | Queue Time | Call ID | Call Detail, RingCentral Engage |
| Ring No Ans Count | Total number of calls presented to the agent but not answered | Ring No Ans | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Ring No Ans Time | Time in seconds the call rings but not picked up by agent | Ring No Ans Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Ring Time | Time in seconds the call rings before being connected to an agent | Ring Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Rounded Off Hook Time | Time in secs that agent spent on an off-hook session ready to receive calls and it is rounded to match billing | Rounded Off Hook Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Segment Call Duration | The length of the call segment in seconds | Duration | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Segment Hold Duration | The time in seconds agent placed the segment of a call on hold | Call Segment Hold Duration | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Segment Queue Duration | The time the segment of a call was in queue | Queue Duration | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Segment Ring Time | Total time in seconds the agent waits for the segment of a call to be picked up | Dial Duration | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Segment Wrap Time | Time to disposition the segment of a call | Wrap Time | Call ID, Session ID | Agent Segment, RingCentral Engage |
| Training Time | Total time in seconds agent spent in training state | Training Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |
| Work Time | Total time in seconds agent was logged in to session minus any break, away, lunch, and training time | Work Time | Agent ID, Login DTS | Agent Session, RingCentral Engage |