| Client Call Volume |
Interaction logs or session analytics. |
Export session data via the Session Logs API or Analytics Dashboard. |
NA |
NA |
| Intent ID rate |
NLU performance metrics in AI Agents analytics. |
Use the Intent Recognition API or export Intent Analytics. |
NA |
NA |
| Fallout Disconnect Volume and Rate |
Interaction events in the platform. |
Query disconnection events using Session Events API, filter based on event reasons like “CX error.” |
NA |
NA |
| Successful Disconnect Volume and Disconnect Rate |
Analytics Dashboard or Custom Reports. |
Filter sessions where tasks were completed, but no agent escalation occurred. |
NA |
NA |
| Total Disconnect Volume and Disconnect Rate |
Analytics on session drop-offs. |
Analyze logs for session disconnections pre-queue assignment. |
NA |
NA |
| Agent Handoff Volume and Rate |
Escalation data from the AI Agent’s configuration. |
Extract handoff events via Agent Escalation API. |
NA |
NA |
| Calls Saved and Containment Rate |
Containment metrics in analytics. |
Use session IDs and timestamps to track sessions without subsequent escalations or callbacks. |
NA |
NA |
| Transfer Rate |
Agent interaction logs. |
Analyze events for warm/cold transfers. |
NA |
NA |
| Misroute Rate |
Wrap-up codes or agent feedback in analytics. |
Query session tags or agent logs via API. |
NA |
NA |
| Re-prompt Rate |
AI Agent’s error handling logs |
Count re-prompt events in session logs. |
NA |
NA |
| AI Agents AHT |
Analytics Dashboard (Handle Time section). |
Export handle time data via analytics API. |
NA |
NA |
| Client Experience Score |
CSAT feedback module. |
Fetch CSAT survey responses. |
NA |
NA |
| Task Completion Rate |
Task Analytics |
Query successful task completions via Task Execution Metrics API. |
NA |
NA |
| Average Handle Time (AHT)* |
Agent analytics or reports. |
Aggregate Talk Time, Hold Time, and After Call Work from session logs. |
Total handle time of the conversation in seconds. |
Contact Volume API — Parameter: CallVolumeUpdate.conversationHandleTime |
| Talk Time |
Interaction logs. |
Extract agent-client conversation durations. |
Total talk time during the conversation in seconds. |
Contact Volume API — Parameter: CallVolumeUpdate.conversationTalkTime |
| Hold Time |
Interaction logs. |
Query session logs for hold events. |
Total hold duration in seconds during the call. |
Contact Volume API — Parameter: CallVolumeUpdate.holdDuration |
| After Call Work (ACW) |
Agent interaction reports. |
Extract ACW time from agent session logs. |
After-call work duration in seconds. |
Contact Volume API — Parameter: CallVolumeUpdate.acwDuration |
| Net Calls Handled (NCH)* |
Analytics Dashboard or custom agent reports. |
Export total handled calls per agent. |
NA |
NA |
| Sample size |
Control/test group assignment in the analytics. |
Export agent metadata and session data. |
NA |
NA |
| Same Day Callback + 1 (SDCB) |
Interaction logs with timestamps. |
Identify callbacks using client IDs and timestamps. |
NA |
NA |
| Client Availability* |
Agent activity logs. |
Divide actual productive time by expected productive time. |
NA |
NA |
| FCR |
Session interaction logs. |
Analyze client interactions within 7-day windows. |
NA |
NA |
| Agent Satisfaction |
Feedback from agent assist logs. |
Extract agent feedback via Agent Assist Feedback API. |
NA |
NA |
| CSAT |
Post-interaction surveys. |
Fetch CSAT ratings via the survey response export feature. |
NA |
NA |
| Uptime |
System health logs or monitoring tools. |
Use AI Agents monitoring APIs or analytics for uptime tracking. |
NA |
NA |
| Latency |
Session analytics or logs. |
Extract latency data from interaction response times. |
NA |
NA |
| Usage Adoption |
Agent activity logs. |
Calculate percentage usage from augment feature access logs. |
NA |
NA |
| Model accuracy Score |
NLU Model Performance Dashboard. |
Export intent and entity accuracy metrics from analytics. |
NA |
NA |
| Total Conversations |
Dashboard → Automations / Queues & Agents / Interactions Report / Total Volumes report / Queue Metrics Interval Report / Queue Metrics Summary Report / Call Details API / Call Volume API |
NA |
All conversations entering the Contact Center AI routing system fulfilling filters. |
NA |
| Waiting |
Dashboard → Queues & Agents |
NA |
All calls/chats currently waiting in queue. |
NA |
| Ongoing |
Dashboard → Queues & Agents |
NA |
All calls/chats currently interacting with agents. |
NA |
| Idle |
Dashboard → Queues & Agents |
NA |
All calls/chats where the customer has been silent for some time. |
NA |
| Expired |
Dashboard → Queues & Agents |
NA |
All calls/chats ended but disposition not yet set. |
NA |
| Completed |
Dashboard → Automations / Queues & Agents / Queue and Agent performance tables / Dashboard – Interactions / Interactions Report / Total Volumes Report / Queue Metrics Interval Report / Queue Metrics Summary Report / Agent Metrics Daily Report |
NA |
All calls/chats in completed state (closed by agent, abandoned, or terminated). |
NA |
| Abandon Rate |
Dashboard → Queues & Agents / Monitor tab – SLA / Queue Metrics Summary Report |
(Number of conversations abandoned / Number of conversations closed) × 100 |
All calls/chats entered queue but dropped prematurely. |
NA |
| Queue Load |
Dashboard → Queues & Agents |
(Voice + Chat/3 + Messaging/8 + Email/10) × 100 / Available Agents |
NA |
NA |
| Resolved Rate |
Dashboard → Queues & Agents |
(Number of conversations closed with dispositions as Resolved / Number of conversations closed) × 100 |
Calls/chats resolved successfully. |
NA |
| Average Pick-up Time |
Dashboard → Queues & Agents / My Dashboard |
Sum(Time from ringing start to pickup) / Number of conversations answered |
Average pickup time. |
NA |
| Average Engagement Time |
Dashboard → Queues & Agents / My Dashboard |
Sum(Time from agent starts talking to call end) / Number of conversations answered |
Average engagement time. |
NA |
| Average Talk Time |
Dashboard → Queues & Agents / My Dashboard / Queue Metrics Reports / Agent Metrics Reports / Call Volume API / Monitor tab |
Average Engagement time – mute/hold time |
Average talk time. |
NA |
| Average Mute/Hold Time |
Dashboard → Queues & Agents / My Dashboard |
NA |
Average mute/hold duration of agent. |
NA |
| Average Speed to Answer (ASA) |
Dashboard → Queues & Agents / My Dashboard / Queue performance tables / Queue Metrics Reports / Call Volume API / Monitor tab / Service levels |
NA |
Average time from queue entry to agent acceptance for answered conversations. |
NA |
| Average First Response Time |
Dashboard → Queues & Agents / My Dashboard / Agent Chat Metrics Report / Monitor tab |
Sum(Time from acceptance to first greeting) / Number of answered conversations |
Average first response time. |
NA |
| Average Agent Response Time |
Dashboard → Queues & Agents / My Dashboard / Monitor tab / Agent Chat Metrics Report |
Sum(time taken by agent to respond to messages) / Number of responses (excluding first) |
Average time taken by agent to respond to customer. |
NA |
| Average Customer Response Time |
Dashboard → Queues & Agents / My Dashboard |
Sum(time taken by customer to respond to agent messages) / Number of responses (excluding first) |
Average customer response time. |
NA |
| Total Transfers |
Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API |
NA |
Number of all calls/chats transferred. |
NA |
| Call Transfers |
Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API |
NA |
Number of voice calls transferred out. |
NA |
| Chat Transfers |
Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API |
NA |
Number of chats transferred out. |
NA |
| Skills in Queue (Live) |
Dashboard → Queues & Agents |
NA |
Top 5 skills required by conversations in queue. |
NA |
| Top Skills |
Dashboard → Queues & Agents |
NA |
WordCloud of top 10 skills in use. |
NA |
| Conversations by Disposition |
Dashboard → Queues & Agents / Queue Disposition Report |
NA |
Shows conversations with dispositions. |
NA |
| Average Satisfaction Rating |
Dashboard → Queues & Agents / Agent performance tables / Reports |
Sum(CSAT) / Number of CSAT responses |
Average CSAT. |
NA |
| Customer Satisfaction by Channel |
Dashboard → Queues & Agents |
NA |
Displays CSAT by channel. |
NA |
| Offered |
Dashboard → Queues & Agents / Reports / APIs |
NA |
Conversations assigned to agent. |
NA |
| Answered |
Dashboard → Queues & Agents / Reports / APIs |
NA |
Conversations accepted by agent. |
NA |
| Average Response Time |
NA |
Sum(time taken by agent to respond to customer) / Responses (excluding first) |
Average agent response time. |
NA |
| Unanswered |
Agent chat metrics report / Dashboard → Queues & Agents |
NA |
Conversations assigned but not answered. |
NA |
| Abandoned (with Agent) |
Dashboard → Queues & Agents / Agent performance tables |
Chat – user idle scenario / Voice – user ended conversation while agent on hold |
Conversations abandoned while with agent. |
NA |
| Transferred |
Dashboard → Queues & Agents / Reports |
NA |
Conversations transferred to another agent/queue. |
NA |
| Logged in |
Dashboard → Queues & Agents / Agent performance tables |
NA |
Agent logged-in time within chosen interval. |
NA |
| Closed / Hour |
Dashboard → Queues & Agents / Reports |
Number of conversations closed / Logged-in time |
Conversations closed per hour. |
NA |
| Incoming |
Dashboard → Queues & Agents / Reports / APIs |
NA |
Number of conversations reaching queue. |
NA |
| Voicemails |
Dashboard → Queues & Agents / Reports |
NA |
Number of conversations going into voicemail. |
NA |
| Terminated |
Dashboard → Queues & Agents / Reports |
NA |
Number of conversations terminated by system. |
NA |
| Start time |
NA |
NA |
Timestamp when conversation started. |
NA |
| Duration |
NA |
NA |
Time between start and end of conversation. |
NA |
| Accepted |
Agent chat metrics report / Reports |
NA |
Chats accepted by agent. |
NA |
| Not Accepted |
Agent chat metrics / Reports |
NA |
Chats not answered/rejected by agent. |
NA |
| Abandoned |
|
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