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Consolidated view of available columns in performance views

View the consolidated list of available columns in the performance views. To view the list of available columns by category, see .

Notes:
  • To retrieve precise search results from the table:
    • Use double quotation marks around the search term without any space. For example, to view all the columns in the Workitem Performance view, in the Search box, type “Workitem Performance view.”
    • To view the definition of a specific column in a view, use the view name within double quotation marks (“) followed by a single space and the column name. For example, to view the definition of the Avg Duration column in the Workitem Performance view, in the Search box, type “Workitem Performance view” Avg Duration.
    • To sort the respective columns, click the column header. 
  • Avoid extra spaces before and after the double quotation marks.
  • The search displays the desired result from all three columns.
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entries
ColumnViews Column Appears InColumn Description
Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Answer %

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

Answered (in Answered % column)

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Answered (in Answered % column)

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

ASA

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Note: Raw values are provided in milliseconds.
ASA

The average amount of time an interaction waits in the campaign before an agent answers it. This metric excludes the interactions that the agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

Avg Abandon

Average time to abandon.

Avg Abandon
    The average amount of time before a customer disconnects in an ACD campaign before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
    Max Abandon
    The maximum time of an abandoned interaction for the selected interval.
    Min Abandon
    The minimum time of an abandoned interaction for the selected interval.
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    For an overview of routing methods, see .

    For real-time examples and more advanced Workitems metric definitions, see .

    To know the real time columns, see the respective view in .