Calculation of Displayed Values

Note:

To include or exclude the contacts that have arrived outside scheduled service hours in Online Monitoring, set the option in System Configurator Reporting > Statistics Settings > Monitoring Settings > Include in Monitoring Contacts Arrived When Service Is Closed accordingly. In reporting, these contacts are always included.


Value	Description
Abandoned	The contacts that have not been answered Only the contacts that have exceeded the false attempt limit are included.
Arrived	The sum of all inbound contacts that have arrived into the system
Calls: Average Hang-up Time	The average duration of abandoned contacts False attempts are not included.
Calls Out	The outbound calls connected to internal or external numbers The calls that have not been connected are not included.
Contacts answered-on-time	The handled inbound contacts with waiting times less than or equal to the Answered-on-Time limit The limit can be set either for each channel in System Configurator System Management > Channels > Voice/E-Mail/Chat Channel > Reporting and Monitoring, or for each queue in System Configurator Queue Management > Queues > Reporting and Monitoring. The default values for the limit are: For phone queues: 20 seconds For e-mail queues: 3600 seconds (1 hour) For chat queues: 60 seconds.
During Prompt	The caller hangs up during the prewelcome message, that is, the calls are not located in the queues yet
False Attempts	The contacts have not been answered and the caller has disconnected the call before exceeding the False Attempt limit For example, when a person calls to a wrong number and realizes that before nobody answers. The limit can be set either for each channel in System Configurator System Management > Channels > Voice/E-Mail/Chat Channel > Reporting and Monitoring, or for each queue in System Configurator Queue Management > Queues > Reporting and Monitoring. The default values for the limit are: For phone queues: 5 seconds For e-mail queues: Not in use For chat queues: 30 seconds.
Handled	The served inbound contacts, and contacts successfully forwarded to another application or external number.
Service level (SL)	Service level (for 30 minutes, 2 hours, or 1 day) of a contact center or a specific queue is calculated as percentage of contacts answered-on-time of arrived contacts. False attempts are not included: SL = 100% x contacts answered on time / (arrived contacts − false attempts)
Talking Time	The time between the connection and disconnection points for all answered and served inbound contacts that were not forwarded. For forwarded contacts, it is the time between forwarding (reconnection) and disconnection.
Waiting Time	Waiting time is calculated in the following ways: Contacts in a queue: arrival to queue – current time Handled contacts: arrival to queue – connection time Abandoned calls: arrival to queue – disconnection time.