Metric Definitions

Performance - ‘Right Now’ Metrics

Metric name	Definition
Offered	The number of conversations that are currently connected with an agent or waiting in the queue.
Assigned to Agent	The number of conversations where a customer is currently talking to a live agent.
Timed out by Agent	Only available as a current period metric for the day.
Queued	The number of customers who are waiting in the queue to be connected to an agent.
Queued - Eligible for Assignment	The number of customers who are waiting in the queue, received a check-in message, and replied to it.
Max Queue Time	The actual wait time of the customer who is positioned last in the given queue.
Average Wait Time	The average queue time for all customers who are currently assigned to an agent or waiting in the queue, including ‘zero-time’ for customers directly assigned to an agent when there were available slots.
Average Time in Queue	The average queue time for all customers who are currently waiting in the queue.
Average Time to Assign	The average queue time for all customers who are currently assigned to an agent, including ‘zero-time’ for customers directly assigned to an agent when there were available slots.
Queue Abandons	Only available as a current period metric for the day.
Average Abandon Queue Time	Only available as a current period metric for the day.
Queue Abandonment Rate	Only available as a current period metric for the day.
Average Agent Response Time	The average amount of time to respond to a customer message across the assignment for agents who are currently handling chats.
Average Agent First Response Time	The average amount of time to send the first line to a customer after the chat was assigned for agents who are currently handling chats.
Average Handle Time	The time spent across all current chats by an agent per assignment starting from when the chat was assigned to when it is dispositioned.
Active Slots	A ratio of the number of currently active conversations to number of concurrent slots for agents who are in an Active status or actively handling chats.
Occupancy	The percentage of currently assigned chats to the number of agents with slots set to active.
Concurrency	The percentage of currently assigned chats to the number of agents with currently assigned chats.
Logged In Agents	The number of agents currently logged in to Agent Desk.
Active and Away Agents	The number of agents with an active-type and away-type label respectively.
Agent Status	The number of agents with each status label.

Agent Metrics

Metric name	Definition
Agent Name	Name of the agent currently logged in to Agent Desk. Agents currently handling assignments have their names underlined. When you click, the system displays the agent’s current assignments in the ‘Conversations’ tab.
Agent Status	Name of the status selected by the agent in Agent Desk. Green labels represent Available statuses, while orange labels represent Away statuses.
Time in Status	The time an agent has spent in the currently displayed status.
Average Handle time	The time spent across all current assignments, starting from when the chat was assigned to when it is dispositioned, for a given agent.
Average Response Time	The average amount of time to respond to a customer message across all current assignments for a given agent.
Assignments	The number of assignments an agent is currently handling.

Conversation Metrics

Metric name	Definition
Issue ID	Unique conversation identifier that the system assigns to a customer intent.
Agent Name	Name of the agent handling the conversation.
Channel	Channel the customer is engaging with.
Intent	Last detected intent before the system assigns the user to the queue.
Queue Membership	Queue where the system assigned the issue based on intent classification and queue routing rules.
Time Assigned	Time when the system assigned the conversation to an agent.
Handle Time	Current handle time of the conversation.
Average Response Time	Average time it takes an agent to reply to customer utterances.
Time Waiting	Time since the last message sender awaits a response.
Alerts	Event-based signals that the system records throughout the conversation.

Performance - ‘Current Period’ Metrics (since 12 am)

Metric name	Definition
Offered - Total	The total instances where the conversation was either placed in queue or assigned directly to an agent attributed to the time interval the Queue or direct Assignment event (without being placed in queue) occurs.
Assigned to Agent - Total	The total instances where the customer was assigned to an agent.
Timed Out by Agent - Total	The total instances assigned to an agent where they “Timed Out” the customer.
Queued - Total	The total instances where a customer was placed in or is currently waiting in the queue to be connected to an agent.
Queued - Eligible for Assignment	Only available as a right now metric.
Max Queue Time	Only available as a right now metric.
Average Wait Time	The average time a customer waited to abandon or be assigned to an agent, including ‘zero-time’ for customers directly assigned to an agent when there were available slots.
Average Time in Queue	The average time a customer waited in queue for those who either abandoned the queue or were assigned to an agent.
Average Time to Assign	The average queue time for all customers who were assigned to an agent, including ‘zero-time’ for customers directly assigned to an agent when there were available slots.
Queue Abandons	The total count of customers who abandoned the queue.
Average Abandon Queue Time	The average time a customer waited in queue prior to abandoning, either by being dequeued on the web or ending the chat before being assigned to an agent.
Queue Abandonment Rate	The percent of customers who required a visit to the queue and abandoned before being assigned to an agent.
Average Agent Response Time	The average amount of time it takes an agent to respond to a customer message across all assignments.
Average Agent First Response Time	The average amount of time it takes an agent to send the first line to a customer after the chat was assigned across all assignments.
Average Handle Time	The average amount of time spent by an agent per assignment, from when the chat was assigned to when the agent finishes dispositioning the assignment.
Active Slots	Only available as a right now metric.
Occupancy	The percentage of cumulative utilization time to cumulative available time for all agents who handled chats.
Concurrency	The weighted average number of concurrent chats that agents are handling at once, given an agent is utilized by handling at least one chat.
Logged In Agents	Only available as a right now metric.
Active and Away Agents	Only available as a right now metric.
Agent Status	Only available as a right now metric.

Teams and Locations

You can track the live behaviors of agents by overseeing outages and staff levels at different geographic locations. Furthermore, each team provides hourly updates as to who is active/lunch etc and they want to be able to get this information easily. Admins see a list of agents when they click into a particular queue and select Performance from the left-hand panel and clicked into the Agents icon on the right-hand panel. Admins can further oversee results by performance metrics of the current day and filter both the agent list and metrics by any of the following attributes:

Agent Name
Location
Team
Status

Team Table

Admins can filter teams by type of role and review each company assigned to the team. Also, each result shows the size and the occupancy of each team. Each administrator can provide an hourly update of how many agents are active, on lunch, or in a different state as well as view corresponding metrics.

Location Table

Admins can filter locations by region and review the occupancy and size of each location. Each location provides updates of performance and agent names.

Digital Agent Desk

Insights Manager

Virtual Agent

Integrate Channels

AI Productivity

Performance - ‘Right Now’ Metrics

Agent Metrics

Conversation Metrics

Performance - ‘Current Period’ Metrics (since 12 am)

Teams and Locations

Team Table

Location Table

​Performance - ‘Right Now’ Metrics

​Agent Metrics

​Conversation Metrics

​Performance - ‘Current Period’ Metrics (since 12 am)

​Teams and Locations

​Team Table

​Location Table

Performance - ‘Right Now’ Metrics

Agent Metrics

Conversation Metrics

Performance - ‘Current Period’ Metrics (since 12 am)

Teams and Locations

Team Table

Location Table