Data Dictionary

Most Frequently Viewed Attributes and Metrics

Working Rate
Description

The percentage of total time the agent was logged in that she was available or actively handling contacts.

Calculation

[Working Time] / [Login Time]

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, PC

Metric Type

Percent

Format

##.##

Occupancy (OCC)
Description

The percentage of total wait and handle time agents spent handling contacts.

Calculation

[Handle Time] / ([Handle Time] + [Available Time] )

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, PC

Metric Type

Percent

Format

##.##

Short Abandon Time
Description

The amount of time the contact waited in the queue prior to short abandoning the call. This time determines whether the abandon counts as a short abandon or not.

Calculation

Sum of time where:

  • Contact State Description = ABANDON
  • Direction = INBOUND
  • Contact State = INQUEUE AND < Short Abandon Threshold for the skill
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Time

Format

##.##

Service Level
Description

The percentage of total contacts that the system offered to an agent within the defined service level threshold while taking abandonment impact into account. You can configure the service level and abandonment impacts when you configure a skill.

Calculation

[In SLA] / ([In SLA] + [Out SLA])

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Percent

Format

##.##

Refused (REF)
Description

The number of contacts the system offered the agent where the agent did not respond. If the system routes the contact to the same agent a second time and they answer the contact, the contact is counted as both a refused call and a handled call for that agent. For this reason, refused and handled may not add up to offered.

Calculation

Count of unique CONTACT_IDs where:

  • Contact Outstate = REFUSED
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Out SLA (OSLA)
Description

The number of contacts agents handled outside the specified service level threshold. The statics take abandons into account based on the skill configuration.

Calculation

[SLT exceeded] + [SLA Short Abandons] + [SLA other abandons]

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Avg Handle Time (AHT)
Description

The average amount of time an agent spent handling a contact.

Calculation
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Time

Format

##.##

Station Timeout
Description

The session timeout for the station.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Avg Speed of Answer (ASA)
Description

The average amount of time it took an agent to answer a cal after the contact chose the option to speak to an agent.

Calculation
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Time

Format

##.##

ACD Time (ACDT)
Description

The total length of time the contact spent in the automatic call distributor.

Calculation

The sum of time for a contact where:

  • Contact State Description = AGENT
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Time

Format

##.##

Short Abandons (SABN)
Description

The number of contacts that spent time in the agent queue and hung up before the time specified in the short abandon interval.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = ABANDON
  • Direction = INBOUND
  • Contact State = INQUEUE AND < Short Abandon Threshold for the skill
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Service Level Threshold
Description

The threshold configured for the skill.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, PC, IVR

Attributes

Agent

Active (Agent)
Description

A flag indicating whether a corresponding agent is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Agent ID
Description

The unique ID assigned to an agent.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Agent Name
Description

The name of the agent as specified in her inContact user profile.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

At Home Worker
Description

The at home worker status of the user as defined in the Central user profile.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Current Team Name
Description

The agent's current team assignment.

Available In

--

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Email
Description

The email address of the agent as defined in the Central user profile.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Employment Type
Description

The employment type of the agent as defined in the Central user profile.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Hourly Cost
Description

The hourly cost of the agent as defined in the Central user profile.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Location Name
Description

The location of the agent as defined in the Central user profile.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Supervisor Name
Description

The name of the agent's supervisor as specified in the agent inContact user profile.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Time Zone
Description

The agent's configured time zone.

Available In

--

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Agent Detail

Forced Logout by Agent ID
Description

The ID of the user that forced the logout.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent

Forced Logout by Agent Name
Description

The name of the user that forced the logout.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent

Forced Logout Date
Description

The date on which the forced logout occurred.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent

Forced Logout Time
Description

The time at which the forced logout occurred.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent

Agent Unavailable Codes

Unavailable Code
Description

The list of possible unavailable codes that an agent can use.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, PC

Unavailable Code Type
Description

The type or categorization assigned to the unavailable code.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, PC

Campaign

Active (Campaign)
Description

A flag indicating whether a corresponding campaign is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Campaign ID
Description

The unique ID assigned to the campaign.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Campaign Name
Description

The name of the campaign as specified in inContact.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Contact Attempt

Agentless
Description

Whether or not the attempted call to the contact was done with an agentless skill.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

ANI
Description

The ANI associated with an individual contact attempt.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Answered
Description

Specifies whether or not the contact answered.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Callback Cancelled
Description

Specifies whether or not a callback was cancelled.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Commitment Amount
Description

Commitment amount associated with a contact.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Completed
Description

Specifies whether or not a contact was completed.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Compliance Record
Description

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Confirmation Required
Description

Specifies whether or not the record requires confirmation.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Contact ID
Description

The contact ID of a specific contact attempt.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Counted As Attempt
Description

Specifies whether or not the system counts a contact against the prospective contacts attempt count.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Final Disposition Overridden
Description

Specifies that the system marked a record final and overrode the disposition

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized Check In
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized DNC
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized Exhausted
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized Expired
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized Removed
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Finalized Removed at Source
Description

A type of prospect contact record finalization status.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Last Known Attempt
Description

The date of the last known attempt on a prospective contact.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Phone Number
Description

The phone number associated with a contact attempt.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Priority
Description

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Prospect Final by Disposition
Description

Specifies whether or not a prospect was set to final via disposition.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Prospective Contact ID
Description

The contact ID associated with a prospective contact.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Connected
Description

The time at which the agent connected to the call.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Dialed
Description

Time that a list record is actually dialed.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Disconnected
Description

The time at which the agent disconnects from the call.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Disposed
Description

Time that a disposition was assigned to the list record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Initiated
Description

The time at which the dialer selects the list record for dialing.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time UTC Scheduled for Callback
Description

The time, in UTC, that the list record is scheduled to receive another callback attempt.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Contact Delivery Type

Contact Delivery Type Name
Description

The delivery type of the contact.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Contact Detail

ANI/From
Description

The phone number from which the call originated.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Commitment Broken Date
Description

The date on which the broken commitment was scheduled to be fulfilled.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment Broken Time
Description

The time at which the broken commitment was scheduled to be fulfilled.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment First Name
Description

The first name of the contact to whom the commitment was made.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment ID
Description

The unique ID of a commitment.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment Kept Date
Description

The date on which the kept commitment was fulfilled.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment Kept Time
Description

The time at which the kept commitment was fulfilled.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment Last Name
Description

The last name of the contact to whom the commitment was made.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Commitment Phone Number
Description

The phone number at which the contact wants to be called for the commitment.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Agent, contact

Contact End Reason
Description

The reason the contact ended.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Contact ID
Description

The unique ID of the contact.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, PC

Contact Media Type Name
Description

The type of media or delivery method associated with the contact.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

DNIS/To
Description

The phone number the call reached.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Master Contact ID
Description

The master or parent ID of one or more related contacts.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Parent Contact ID
Description

Contains the Contact ID of the contact from which the contact was created. Parent Contact ID is only available for elevated contact situations. Transfers do not retain the Parent Contact ID.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, IVR

Commitment Made Date
Description

The date someone made a commitment.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Commitment Made Time
Description

The time someone made a commitment.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Contact Agent Name
Description

The name of the agent associated with the contact.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Contact End Date and Time
Description

The date and time on which the contact ended.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Contact Skill Name
Description

The name of the skill that handled the contact.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Contact Start Date and Time
Description

The start date and time of the contact interaction.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Contact Team Name
Description

The name of the team that handled the contact.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Takeover Agent Name
Description

The name of the user that took over a conversation.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Takeover Contact ID
Description

The ID of the contact whose conversation a second agent took over.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Takeover Date
Description

The date on which an agent took over another agent's call.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Takeover Time
Description

The time at which an agent took over another agent's call.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Contact Start Date

Date (Contact Start)
Description

The actual date, usually in reference to the date of the contact. inContact aggregates all summary-level data based on when the contact starts when using this date dimension.

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact

Date Hierarchy
Description

A drill-down hierarchy of the date elements. inContact aggregates the summary-level data based on when the contact starts when using this date dimension.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Day Name
Description

The named calendar day; for example, Sunday. inContact aggregates all summary-level data based on when the contact starts when using this date dimension.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Day of Week Number
Description

The numerical calendar day; for example, 1 is Sunday.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Month Name
Description

The named calendar month; for example, October.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Month Number
Description

The numerical calendar month; for example 10 is October.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Quarter
Description

The standard calendar quarter; for example, Q1 is January - March.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Week
Description

The numerical calendar week; for example, week 39. inContact aggregates all summary-level data when the contact starts when using this date dimension.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Year
Description

The calendar year; for example, 2015. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Contact Start Time

12-Hour Hierarchy
Description

A time hierarchy drill-down using the 12-hour time scale.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday

Perspective

Agent, contact, PC

24-Hour Hierarchy
Description

A time hierarchy drill-down using the 24-hour time scale.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday

Perspective

Agent, contact, PC

Hour
Description

Displays hours as numerical values, 1-24. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Time 12 Hour Time
Description

Displays 15-minute time buckets on a 12-hour AM/PM time clock. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Hour-Military Time
Description

Displays hours on a 24-hour military time clock. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Minute
Description

Displays 15-minute blocks as numerical values; for example, 15, 30, or 45. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

15 Minute Interval
Description

A 15-minute interval range on the quarter hour. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

30 Minute Interval
Description

A 30-minute time interval range on the half hour. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

60 Minute Interval
Description

A 60-minute interval range on the whole hour. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Time 12 Hour Time
Description

Displays 15-minute time buckets on a 12-hour AM/PM time clock. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Time Military Time
Description

Displays 15-minute time buckets on a 24-hour military time clock. When using this time dimension, inContact aggregates all summary-level data based on when the contact starts.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Contact Type

Contact Type
Description

The classification description for contacts within the system.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Date

Date
Description

The actual date, usually in reference to the date of the contact. For example, 10/23/2014.

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Date Hierarchy
Description

A drill-down tree hierarchy or the date elements.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Day Name
Description

The name of the weekday. For example, Sunday.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Day of Week Number
Description

The numerical week day. For example, a value of 1 means Sunday.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Month Name
Description

The name of the calendar month. For example, January.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Month Number
Description

The numerical calendar month. For example, a value of 1 means January.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Quarter
Description

The number of the standard calendar quarter. For example, a value of Q1 means January through March.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Week
Description

The numerical calendar week. For example, Week 39.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Year
Description

The calendar year. For example, 2015.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Direction

Direction
Description

Whether the contact was inbound or outbound.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC, IVR

Disposition

Active (Disposition)
Description

A flag indicating whether a disposition is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list summary

Perspective

Agent, contact, PC, IVR

Classification
Description

The category of dispositions of a contact.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC, IVR

Dialing Outcome
Description

The possible outcomes of an outbound dialer contact.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Disposition Name
Description

The disposition text description. It includes the name for a particular disposition.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Reporting Group
Description

A grouping of related dispositions.

Available In

Direct data access

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC, IVR

Disposition Classification

Disposition Classification ID
Description

The unique ID assigned to the disposition classification.

Source

Personal Connection

Paradigm

True to interval

Model

PC List Management

Perspective

Agent, contact

Disposition Classification Name
Description

The name given to the disposition classification.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Disposition Classification Type Name
Description

The type of the disposition classification.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Disposition Classification Type Name
Description

The type of the disposition classification.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

IVR Detail

Active Script
Description

A flag indicating whether a corresponding script is active or inactive.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script Action
Description

The type of action used in the IVR script.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script Action ID
Description

The ID of the action used in the IVR script.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script Action Label
Description

The custom label given to an action in the IVR script.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script ID
Description

The unique ID assigned to the script. The ID changes with each version of the script.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script Name
Description

The name of the script as specified in Studio.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Script Result
Description

The result of a particular script action.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

IVR Action Sequence
Description

Numbers listed in sequence that show the order of actions a contact takes in the IVR. Requires the use of the Contact ID.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

See Also

Contact ID

IVR Capture Date
Description

The date the result was captured.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact, IVR

Location

Active (Location)
Description

A flag indicating whether a the location associated with the user forced logout is an active location or not.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact star, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC

Location Name
Description

The name of the location with which the agent login session was associated.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC

Location ID
Description

The ID of the location with which the agent login session was associated.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Media Type

Media Type Name
Description

The media type or channel of a contact.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management

Perspective

Agent, contact, PC, IVR

Point of contact

Active Point of Contact (POC)
Description

A flag indicating whether a point of contact is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Point of Contact (POC)
Description

The point of contact value or description. It displays the action point of contact phone number.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Point of Contact (POC) Name
Description

The name of the point of contact within the skill configuration.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Point of Contact (POC) Skill ID
Description

The ID of the default skill associated with the point of contact.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Point of Contact (POC) Skill Name
Description

The name of the default skill associated with the point of contact.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC, IVR

Prospective Contact

Address
Description

The address associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Caller ID
Description

The caller ID associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

City
Description

The city associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Customer Lead Identifier
Description

The unique ID associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

First Name
Description

The first name associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Last Name
Description

The last name associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Prospective Contact Expiration Date
Description

The date that a prospective contact record is set to expire.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Prospective Contact ID
Description

The contact ID associated with a contact or attempted contact associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Removed
Description

Whether or not a contact source has been marked as removed.

Available In

Direct data access

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

State
Description

The state associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Time Zone List
Description

The time zones associated with a prospective contact.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Zip Code
Description

The zip code associated with a prospective contact ID record.

Available In

Direct data access

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Prospective Contact Source

Active (Prospective Contact Source)
Description

Whether or not a prospective contact source is active.

Available In

Direct data access

Source

Personal Connection

Paradigm

True to interval

Model

PC list management

Perspective

PC

Prospective Contact Source Name
Description

The name of a prospective contact source.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Prospective Contact Source Description
Description

Description of a prospective contact source.

Available In

Direct data access

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Removed
Description

Whether or not a contact source was marked as removed.

Available In

Direct data access

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Session

Duration
Description

The total amount of time between when the agent logged in and when the agent logged out.

Source

ACD

Paradigm

Contact start, true to interval

Model

--

Perspective

--

Login Date
Description

The date and time that the agent logged in to Agent.

Source

ACD

Paradigm

Contact start, true to interval

Model

--

Perspective

--

Logout Date
Description

The date and time that the agent logged out of Agent.

Source

ACD

Paradigm

Contact start, true to interval

Model

--

Perspective

--

Session ID
Description

The unique ID assigned to the agent's login session within the inContact system.

Source

ACD

Paradigm

Contact start, true to interval

Model

--

Perspective

--

Skill

Active (Skill)
Description

A flag indicating whether a skill is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC, IVR

Agentless
Description

Whether or not the skill is marked agentless.

Available In

Direct data access

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

PC list management

Perspective

PC

Contact Method
Description

Whether a contact was created from a Personal Connection (auto) or alternative (manual) source. It is available for contacts reached via any media type.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC, IVR

Service Level Goal
Description

The service level goal configured for the skill.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, PC, IVR

Service Level Threshold
Description

The threshold configured for the skill.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, PC, IVR

Skill Direction
Description

Whether the skill is inbound or outbound.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact, PC, IVR

Skill ID
Description

The unique ID assigned to the skill.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC, IVR

Skill Name
Description

The text description of the skill. It displays the name assigned to the skill.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, PC list management, intraday

Perspective

Agent, contact, PC, IVR

Station

Active (Station)
Description

Whether or not a station profile is active.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Caller ID
Description

The caller ID configured to display for the station.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Last Login
Description

The date and time of the last login to the station.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Phone Number
Description

The phone number associated with the station.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Station ID
Description

The unique ID assigned to the station.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Station Name
Description

The name of the station.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Station Timeout
Description

The session timeout for the station.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

PC

Tag

Tag Name
Description

The tag text description. It includes the name for a particular tag.

Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, intraday

Perspective

Contact

Team

Active (Team)
Description

A flag indicating whether a team is active or inactive.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC

Team ID
Description

The unique ID assigned to the team.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC

Team Name
Description

The description of the team. It displays the name assigned to the team.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC

Time

Hour
Description

The numerical values of hours (1-24).

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Hour - Military Time
Description

Hours on a 24-hour or military time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Hour - 12 Hour Time
Description

Hours on a 12-hour AM/PM time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Minute
Description

Numerical values of minutes. For example, 15, 30, or 45.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

12 - Hour Hierarchy
Description

A time hierarchy drill-down using the 12-hour time scale.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

24 - Hour Hierarchy
Description

A time hierarchy drill-down using the 24-hour time scale.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

15 Minute Interval
Description

A 15-minute time interval range on the quarter hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

30 Minute Interval
Description

A 30-minute time interval range on the half hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

60 Minute Interval
Description

A 60-minute time interval range on the whole hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Time - Military Time
Description

15-minute time buckets on a 24-hour or military time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Time - 12 Hour Time
Description

15-minute time buckets on a 12-hour AM/PM clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact detail, intraday, PC list management

Perspective

Agent, contact, PC, IVR

Hours
Description

The numerical values of hours (1-24).

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Hour - 24
Description

Hours on a 24-hour or military time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Hours AM/PM
Description

Hours on a 12-hour AM/PM time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Minutes
Description

Numerical values of minutes. For example, 15, 30, or 45.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Range 15 Minutes
Description

A 15-minute time interval range on the quarter hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Range 30 Minutes
Description

A 30-minute time interval range on the half hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Range 60 Minutes
Description

A 60-minute time interval range on the whole hour.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Time AM/PM
Description

15-minute time buckets on a 12-hour AM/PM clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Time
Description

15-minute time buckets on a 24-hour or military time clock.

Available In

Direct data access

Source

ACD, Personal Connection

Paradigm

True to interval

Model

Contact summary

Perspective

Agent, contact, PC

Metrics

Amount

Amount
Description

The amount related to a positive outcome.

Calculation

Sum of COMMITMENT AMOUNT where:

  • Disposition Reporting Group = POSITIVE OUTCOME
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Amount

Format

$$$.$$

Amount per Positive
Description

The average amount of money a contact commits to pay per positive outcome.

Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Amount

Format

$$$.$$

Amount per Right Party
Description

The average amount of money a contact commits to pay when an agent contacts the right party.

Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Amount

Format

$$$.$$

Commitment Amount
Description

The amount of money the contact committed to paying.

Calculation

Sum of COMMITMENT AMOUNT where:

  • Disposition Group = POSITIVE OUTCOME
Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday, PC list management

Perspective

PC

Metric Type

Amount

Format

$$$.$$

Count

# of Logins (LOG)
Description

The number of agents logged into inContact.

Calculation

Count of all unique AGENT SESSION IDs.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, PC

Metric Type

Count

Format

##

Abandons
Description

The number of contacts that spent time waiting to speak to an agent and hung up before the ACD transferred them to an agent. These are not calls that the IVR resolved.

Calculation

The count of unique CONTACT_IDs where:

  • Direction = INBOUND
  • Contact State Description = ABANDONED
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Abandons (Outbound)
Description

The number of times the predictive dialer connected to a live agent but had to abandon the call because no agent was available to take it.

Calculation

Count of unique CONTACT_IDs where:

  • Disposition Classification = ABANDON, AGENT ABANDON
Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

ACD Contacts (ACDC)
Description

The number of contacts that passed through the ACD contact state category.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Category = AGENT
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

ACW Contacts (ACWC)
Description

The number of contacts that resulted in after call work.

Calculation

Count of unique CONTACT_IDs where:

  • Outstate = ACW
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Agent Abandons
Description

The number of calls the system pre-linked to an agent, but had not yet released to the agent, where the agent hung up. The call is typically still ringing. If the agent hands up after the customer has answered, the call goes through the normal disposition process and is not considered an agent abandon. It is no different from a disposition point of view than if the customer had hung up.

Calculation

Count of unique CONTACT_IDs where:

  • Disposition Classification = AGENT ABANDON
Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Agent Contacts
Description

The number of contacts that interacted with an agent.

Calculation

Count of unique CONTACT_IDs where:

  • Agent State is NOT NULL
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Agent Final
Description

The number of inbound and outbound contacts the system routed to an agent.

Available In

Direct data access

Calculation

The count of unique records where:

  • Finalization = AGENT
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Agent Offered
Description

The number of inbound and outbound contacts that the system routed to an agent.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = ROUTING
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC

Metric Type

Count

Format

##

Agent Retries
Description

The number of contacts agents rescheduled for completion at a later date.

Calculation

Count of unique CONTACT_IDs where:

  • Reporting Group = AGENT RETRY
Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Answer Machine
Description

The number of outbound calls that reached an answering machine.

Calculation

Count of unique CONTACT_IDs where:

  • Disposition Classification = RETRY - ANSWERING MACHINE, FINAL - ANSWERING MACHINE, ANSWERING MACHINE LEFT MESSAGE, ANSWERING MACHINE
Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday, PC list management

Perspective

PC

Metric Type

Count

Format

##

Answered
Description

The number of outbound calls a contact answered.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = ACTIVE
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday, PC list management

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Attempts
Description

The number of attempts made on the record.

Calculation

The count of attempts made.

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (01)
Description

The count of contacts where the dialer has made one attempt.

Calculation

The count of unique records where:

  • Attempts = 1
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (02)
Description

The count of contacts where the dialer has made two attempts.

Calculation

The count of unique records where:

  • Attempts = 2
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (03)
Description

The count of contacts where the dialer has made three attempts.

Calculation

The count of unique records where:

  • Attempts = 3
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (04)
Description

The count of contacts where the dialer has made four attempts.

Calculation

The count of unique records where:

  • Attempts = 4
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (05)
Description

The count of contacts where the dialer has made five attempts.

Calculation

The count of unique records where:

  • Attempts = 5
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (06-12)
Description

The count of contacts where the dialer has made six to twelve attempts.

Calculation

The count of unique records where:

  • Attempts >=6 AND <=12
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts (13 Plus)
Description

The count of contacts where the dialer has made thirteen or more attempts.

Calculation

The count of unique records where:

  • Attempts >=13
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Attempts Toward Exhaustion
Description

The count of attempts that count toward the exhaustion of a contact on a dialing list

Calculation

--

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Available
Description

The total number of records available for dialing.

Calculation

The count of unique records where:

  • Status = AVAILABLE
Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Busy
Description

The number of calls that reached a busy signal.

Calculation

Count of unique CONTACT_IDs where:

  • Disposition Classification = BUSY, NETWORK BUSY
Source

Personal Connection

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Callback Requests (CBR)
Description

The number of contacts that entered the queue and requested a callback instead of waiting for an agent to become available.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = CALLBACK
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Commitments
Description

The number of commitments that agents made.

Calculation

Count of unique promise keeper IDs.

Source

ACD

Paradigm

--

Model

Contact detail, intraday

Perspective

Contact

Metric Type

Count

Format

--

Completes per Hour
Description

The number of connects per hour.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Conferenced (CNFD)
Description

The number of contacts that agents placed in a conference.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = CONFERENCE
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Conferences (CNF)
Description

The number of times an agent placed a contact in a conference.

Calculation

Count of CONTACT_IDs where:

  • Contact State Description = CONFERENCE
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Connects
Description

The number of calls connected. It includes calls that reached and agent and calls that the contact or dialer abandoned.

Calculation

[Handled] + [Abandons] + [Agent Abandons]

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Contacts
Description

The number of contacts logged into the system.

Calculation

Count of unique CONTACT_IDs.

Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact, PC

Metric Type

Count

Format

##

Dials
Description

The number of dials processed by the media server. The dialer performs call progress analysis (CPA) and it results in a system disposition, such as Ring No Answer, Busy, or Operator Intercept, or "Connect". The dialer pre-links the agent to the audio of the attempt during CPA for manual, preview, and progressive dialing strategies.

Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Elevated
Description

Flag indicating that a contact has been elevated

This metric does not support choosing a specific interval when using the True to Interval paradigm.

Calculation

Count of times contact was elevated

Source

ACD

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Elevations
Description

Shows the number of times a new media type is opened from an individual contact interaction.

This metric does not support choosing a specific interval when using the True to Interval paradigm.

Calculation

Number of times a new media interaction is elevated

Source

ACD

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Entered ACW
Description

The number of agents that entered the after call work state during the specified time period or interval. It is for interval reports.

Calculation

Count of unique CONTACT_IDs where:

  • Outstate = ACW
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Entered Callback
Description

The number of contacts that entered the queue during this time period or interval.

This metric is specifically for interval reports.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = CALLBACK
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact

Metric Type

Count

Format

##

Entered Inqueue
Description

The number of contacts that entered the queue during this time period or interval.

This metric is specifically for interval reports.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = INQUEUE
Source

ACD

Paradigm

--

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact

Metric Type

Count

Format

##

Entered Prequeue
Description

The number of contacts that entered the IVR or prequeue state during the specified time period or interval.

This metric is specifically for interval reports.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = PREQUEUE
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Contact

Metric Type

Count

Format

##

Expired
Description

The number of records on a list marked as expired.

Calculation

--

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Fax/Modem
Description

The number of dialed calls that reached a fax machine or modem.

Calculation

Count of unique CONTACT_IDs where:

  • Dialing Outcomes = FAX MACHINE
Source

Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

PC

Metric Type

Count

Format

##

Final
Description

A count of the number of records on a list that are marked as final.

Calculation

--

Source

Personal Connection

Paradigm

--

Model

PC list management

Perspective

PC

Metric Type

Count

Format

##

Forced Logouts
Description

A count of forced logouts.

Calculation

Count of unique SESSIONS where:

  • Forced Logout = True
Source

ACD

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent

Metric Type

Count

Format

##

Handled (ANS)
Description

Also known as Contacts Answered, the number of inbound and outbound contacts that at some point spoke with an agent.

Calculation

Count of unique CONTACT_IDs where:

  • Contact State Description = ACTIVE
Source

ACD, Personal Connection

Paradigm

Contact start, true to interval

Model

Contact detail, contact summary, intraday

Perspective

Agent, contact, PC

Metric Type

Count

Format

##

Held (HLD)
Description

The number of contacts the agents placed on hold.