Metrics for the call channel

Metrics

iagent_accepted_calls_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_accepted_calls_today{}
Description Calls accepted by agents based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Category Category Calls Number Call Sum
Metric iagent_accepted_calls_today_per_category{}
Description Calls accepted by agents based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_accepted_calls_today_per_group{}
Description Calls accepted by agents based the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_accepted_calls_today_per_tenant{}
Description Calls accepted by agents based the current day from 12:00 a.m. Based on tenants.

iagent_average_call_ringing_duration_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Ringing time Milliseconds Call Average
Metric iagent_average_call_ringing_duration_today{}
Description Average length of time that a call spent ringing before an agent answers the call – based on the current day from 12:00 a.m.
Calculation: quotient of the total ringing time of all calls in the queue and the sum of all calls with ringing time in the queue.
  Instance, Job, Tenant, Category Category Ringing time Milliseconds Call Average
Metric iagent_average_call_ringing_duration_today_per_category{}
Description Average length of time that a call spent ringing before an agent answers the call – based on the current day from 12:00 a.m. Based on categories.
Calculation: quotient of the total ringing time of all calls in the queue and the sum of all calls with ringing time in the queue.
  Instance, Job, Tenant, Agent Group Agent group Ringing time Milliseconds Call Average
Metric iagent_average_call_ringing_duration_today_per_group{}
Description Average length of time that a call spent ringing before an agent answers the call – based on the current day from 12:00 a.m. Based on agent group.
Calculation: quotient of the total ringing time of all calls in the queue and the sum of all calls with ringing time in the queue.
  Instance, Job, Tenant Tenant Ringing time Milliseconds Call Average
Metric iagent_average_call_ringing_duration_today_per_tenant{}
Description Average length of time that a call spent ringing before an agent answers the call – based on the current day from 12:00 a.m. Based on tenants.
Calculation: quotient of the total ringing time of all calls in the queue and the sum of all calls with ringing time in the queue.

iagent_average_call_talking_duration_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Talking time Milliseconds Call Average
Metric iagent_average_call_talking_duration_today{}
Description Average length of talking time of all calls answered by agents (withou after call work time) – based on the current day from 12:00 a.m.
Calculation: quotient of the total talking time of all calls in the queue and the sum of all calls with talking time in the queue.
  Instance, Job, Tenant, Category Category Talking time Milliseconds Call Average
Metric iagent_average_call_talking_duration_today_per_category{}
Description Average length of talking time of all calls answered by agents (withou after call work time) – based on the current day from 12:00 a.m. Based on categories.
Calculation: quotient of the total talking time of all calls in the queue and the sum of all calls with talking time in the queue.
  Instance, Job, Tenant, Agent Group Agent group Talking time Milliseconds Call Average
Metric iagent_average_call_talking_duration_today_per_group{}
Description Average length of talking time of all calls answered by agents (withou after call work time)- based on the current day from 12:00 a.m. Based on agent groups.
Calculation: quotient of the total talking time of all calls in the queue and the sum of all calls with talking time in the queue.
  Instance, Job, Tenant Tenant Talking time Milliseconds Call Average
Metric iagent_average_call_talking_duration_today_per_tenant{}
Description Average length of talking time of all calls answered by agents (withou after call work time) – based on the current day from 12:00 a.m. Based on tenants.
Calculation: quotient of the total talking time of all calls in the queue and the sum of all calls with talking time in the queue.

iagent_average_call_waiting_time_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_today{}
Description Average length of time a call has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m.
Calculation: quotient of the total waiting time of all calls in the queue and the sum of all calls answered by agents.
  Instance, Job, Tenant, Category Category Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_today_per category{}
Description Average length of time a call has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on categories.
Calculation: quotient of the total waiting time of all calls in the queue and the sum of all calls answered by agents.
  Instance, Job, Tenant, Agent Group Agent group Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_today_per_group{}
Description Average length of time a call has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on agent groups.
Calculation: quotient of the total waiting time of all calls in the queue and the sum of all calls answered by agents.
  Instance, Job, Tenant Tenant Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_today_per_tenant{}
Description Average length of time a call has spent in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on tenants.
Calculation: quotient of the total waiting time of all calls in the queue and the sum of all calls answered by agents.

iagent_average_call_waiting_time_until_abortion_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_until_abortion_today{}
Description Average length of time a call has spent in the queue before hung up by the caller- based on the current day from 12:00 a.m.
Calculation: quotient of the total waiting time of all calls in the queue before abandonment and the sum of abandoned calls.
  Instance, Job, Tenant, Category Category Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_until_abortion_today_per_category{}
Description Average length of time a call has spent in the queue before hung up by the caller- based on the current day from 12:00 a.m. Based on categories.
Calculation: quotient of the total waiting time of all calls in the queue before abandonment and the sum of abandoned calls.
  Instance, Job, Tenant, Agent Group Agent group Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_until_abortion_today_per_group{}
Description Average length of time a call has spent in the queue before hung up by the caller- based on the current day from 12:00 a.m. Based on agent groups.
Calculation: quotient of the total waiting time of all calls in the queue before abandonment and the sum of abandoned calls.
  Instance, Job, Tenant Tenant Waiting time Milliseconds Call Average
Metric iagent_average_call_waiting_time_until_abortion_today_per_tenant{}
Description Average length of time a call has spent in the queue before hung up by the caller- based on the current day from 12:00 a.m. Based on tenants.
Calculation: quotient of the total waiting time of all calls in the queue before abandonment and the sum of abandoned calls.

iagent_backlog_calls{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_backlog_calls{}
Description Number of calls currently in the backlog. The backlog contains all calls that have entered the system and have not yet been completed. This also includes the calls that are already with an agent.
  Instance, Job, Tenant, Category Category Calls Number Call Sum
Metric iagent_backlog_calls_per_category{}
Description Number of calls currently in the backlog. The backlog contains all calls that have entered the system and have not yet been completed. This also includes the calls that are already with an agent. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_backlog_calls_per_group{}
Description Number of calls currently in the backlog. The backlog contains all calls that have entered the system and have not yet been completed.This also includes the calls that are already with an agent. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_backlog_calls_per_tenant{}
Description Number of calls currently in the backlog. The backlog contains all calls that have entered the system and have not yet been completed. This also includes the calls that are already with an agent. Based on tenants.

iagent_backlog_calls_per_state{}
  Parameter Level Value Return Channel Calc.
  Instance, Job, State System Calls Number Call Sum
Metric iagent_backlog_calls_per_state{}
Description Number of calls currently in the backlog, broken down by call status.
(“QUEUED” = Number of calls in the queue).
(“RECEIVED” = Number of calls in the IVR dialog).
  Instance, Job, Tenant, Category, State Category Calls Number Call Sum
Metric iagent_backlog_calls_per_state_per_category{}
Description Number of calls currently in the backlog, broken down by call status. Based on categories.
(“QUEUED” = Number of calls in the queue).
(“RECEIVED” = Number of calls in the IVR dialog).
  Instance, Job, Tenant, Agent Group, State Agent group Calls Number Call Sum
Metric iagent_backlog_calls_per_state_per_group{}
Description Number of calls currently in the backlog, broken down by call status. Based on agent groups.
(“QUEUED” = Number of calls in the queue).
(“RECEIVED” = Number of calls in the IVR dialog).
  Instance, Job, Tenant, State Tenant Calls Number Call Sum
Metric iagent_backlog_calls_per_state_per_tenant{}
Description Number of calls currently in the backlog, broken down by call status. Based on tenants.
(“QUEUED” = Number of calls in the queue).
(“RECEIVED” = Number of calls in the IVR dialog).

iagent_call_agents_in_call{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_in_call{}
Description Number of agents currently in a call (device busy).
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_in_call_per_category{}
Description Number of agents currently in a call (device busy). Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_in_call_per_group{}
Description Number of agents currently in a call (device busy). Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_in_call_per_tenant{}
Description Number of agents currently in a call (device busy). Based on tenants.

iagent_call_agents_in_pause{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_in_pause{}
Description Number of call agents who are currently in the “Pause” status (device is paused).
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_online_in_pause_per_category{}
Description Number of call agents who are currently in the “Pause” status (device is paused). Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_online_in_pause_per_group{}
Description Number of call agents who are currently in the “Pause” status (device is paused). Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_in_pause_per_tenant{}
Description Number of call agents who are currently in the “Pause” status (device is paused). Based on tenants.

iagent_call_agents_in_post_process{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_in_post_process{}
Description Number of agents currently in the after call work status.
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_in_post_process_per_category{}
Description Number of agents currently in the after call work status. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_in_post_process_per_group{}
Description Number of agents currently in the after call work status. Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_in_post_process_per_tenant{}
Description Number of agents currently in the after call work status. Based on tenants.

iagent_call_agents_in_productive_pause{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_in_productive_pause{}
Description Number of agents currently on a break marked as productive (subset of agents on pause).
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_in_productive_pause_per_category{}
Description Number of agents currently on a break marked as productive (subset of agents on pause). Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_in_productive_pause_per_group{}
Description Number of agents currently on a break marked as productive (subset of agents on pause). Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_in_productive_pause_per_tenant{}
Description Number of agents currently on a break marked as productive (subset of agents on pause). Based on tenants.

iagent_call_agents_in_unproductive_pause{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_in_unproductive_pause{}
Description Number of agents currently on a break marked as unproductive (subset of agents on pause).
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_in_unproductive_pause_per_category{}
Description Number of agents currently on a break marked as unproductive (subset of agents on pause). Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_in_unproductive_pause_per_group{}
Description Number of agents currently on a break marked as unproductive (subset of agents on pause). Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_in_unproductive_pause_per_tenant{}
Description Number of agents currently on a break marked as unproductive (subset of agents on pause). Based on tenants.

iagent_call_agents_online{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_online{}
Description Number of agents who are logged on and can operate the call channel, regardless of whether they are available or busy. (Availability for call)
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_online_per_category{}
Description Number of agents who are logged on and can operate the call channel, regardless of whether they are available or busy. (Availability for call). Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_online_per_group{}
Description Number of agents who are logged on and can operate the call channel, regardless of whether they are available or busy. (Availability for call). Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_online_per_tenant{}
Description Number of agents who are logged on and can operate the call channel, regardless of whether they are available or busy. (Availability for call). Based on tenants.

iagent_call_agents_ready{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Agents Number Call Sum
Metric iagent_call_agents_ready{}
Description Number of agents currently available for incoming calls.
  Instance, Job, Tenant, Category Category Agents Number Call Sum
Metric iagent_call_agents_ready_per_category{}
Description Number of agents currently available for incoming calls. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Agents Number Call Sum
Metric iagent_call_agents_ready_per_group{}
Description Number of agents currently available for incoming calls. Based on agent groups.
  Instance, Job, Tenant Tenant Agents Number Call Sum
Metric iagent_call_agents_ready_per_tenant{}
 Description Number of agents currently available for incoming calls Based on tenants.

iagent_calls_aborted_while_in_ivr_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_calls_aborted_while_in_ivr_today{}
Description Number of calls that were canceled during the IVR dialog – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Category Category Calls Number Call Sum
Metric iagent_calls_aborted_while_in_ivr_today_per_category{}
Description Number of calls that were canceled during the IVR dialog – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_calls_aborted_while_in_ivr_today_per_group{}
Description Number of calls that were canceled during the IVR dialog – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_calls_aborted_while_in_ivr_today_per_tenant{}
Description Number of calls that were canceled during the IVR dialog – based on the current day from 12:00 a.m. Based on tenants.

iagent_calls_aborted_while_in_queue_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_calls_aborted_while_in_queue_today{}
Description Number of calls abandoned in the queue before being connected to an agent – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Category Category Calls Number Call Sum
Metric iagent_calls_aborted_while_in_queue_today_per_category{}
Description Number of calls abandoned in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_calls_aborted_while_in_queue_today_per_group{}
Description Number of calls abandoned in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_calls_aborted_while_in_queue_today_per_tenant{}
Description Number of calls abandoned in the queue before being connected to an agent – based on the current day from 12:00 a.m. Based on tenants.

iagent_longest_call_waiting_time_now{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_now{}
Description The current longest waiting time measured for a call.
  Instance, Job, Tenant, Category Category Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_now_per_category{}
Description The current longest waiting time measured for a call. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_now_per_group{}
Description The current longest waiting time measured for a call. Based on agent groups.
  Instance, Job, Tenant Tenant Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_now_per_tenant{}
Description The current longest waiting time measured for a call. Based on tenants.

iagent_longest_call_waiting_time_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_today{}
Description The longest waiting time measured for a call – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Category Category Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_today_per_category{}
Description The longest waiting time measured for a call – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_today_per_group{}
Description The longest waiting time measured for a call – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Waiting time Milliseconds Call Longest
Metric iagent_longest_call_waiting_time_today_per_tenant{}
Description The longest waiting time measured for a call – based on the current day from 12:00 a.m. Based on tenants.

iagent_offered_calls_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_offered_calls_today{}
Description Number of calls that were queued so they could have been connected to an available agent – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Category Category Calls Number Call Sum
Metric iagent_offered_calls_today_per_category{}
Description Number of calls that were queued so they could have been connected to an available agent – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_offered_calls_today_per_group{}
Description Number of calls that were queued so they could have been connected to an available agent – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_offered_calls_today_tenant{}
Description Number of calls that were queued so they could have been connected to an available agent – based on the current day from 12:00 a.m. Based on tenants.

iagent_processed_calls_in_servicelevel_percentage_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Percentage Call Sum
Metric iagent_processed_calls_in_servicelevel_percentage_today{}
Description Percentage of calls, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Categorie Category Calls Percentage Call Sum
Metric iagent_processed_calls_in_servicelevel_percentage_today_per_category{}
Description Percentage of calls, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Percentage Call Sum
Metric iagent_processed_calls_in_servicelevel_percentage_today_per_group{}
Description Percentage of calls, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Percentage Call Sum
Metric iagent_processed_calls_in_servicelevel_percentage_today_per_tenant{}
Description Percentage of calls, that were answered by an agent within the defined service level – based on the current day from 12:00 a.m. Based on tenants.

iagent_processed_calls_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_processed_calls_today{}
Description Number of calls completed by agents – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Categorie Category Calls Number Call Sum
Metric iagent_processed_calls_today_per_category{}
Description Number of calls completed by agents – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_processed_calls_today_per_group{}
Description Number of calls completed by agents – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_processed_calls_today_per_tenant{}
Description Number of calls completed by agents – based on the current day from 12:00 a.m. Based on tenants.

iagent_received_calls_today{}
  Parameter Level Value Return Channel Calc.
  Instance, Job System Calls Number Call Sum
Metric iagent_received_calls_today{}
Description Number of received calls – based on the current day from 12:00 a.m.
  Instance, Job, Tenant, Categorie Category Calls Number Call Sum
Metric iagent_received_calls_today_per_category{}
Description Number of received calls – based on the current day from 12:00 a.m. Based on categories.
  Instance, Job, Tenant, Agent Group Agent group Calls Number Call Sum
Metric iagent_received_calls_today_per_group{}
Description Number of received calls – based on the current day from 12:00 a.m. Based on agent groups.
  Instance, Job, Tenant Tenant Calls Number Call Sum
Metric iagent_received_calls_today_per_tenant{}
Description Number of received calls – based on the current day from 12:00 a.m. Based on tenants.

iagent_post_call_processing_total{}
  Parameter Level Value Return Channel Calc.
  Instance, Job, Tenant, Category, Agent Group System Duration Milliseconds Call Sum
Metric iagent_post_call_processing_total{}
Description Total call wrap-up time – based on the current day from 12:00 a.m
  Instance, Job, Tenant, Category, Agent Group Category Duration Milliseconds Call Sum
Metric iagent_post_call_processing_total{}
Description Total call wrap-up time – based on the current day from 12:00 a.m
  Instance, Job, Tenant, Category, Agent Group Agent group Duration Milliseconds Call Sum
Metric iagent_post_call_processing_total{}
Description Total call wrap-up time – based on the current day from 12:00 a.m
  Instance, Job, Tenant, Category, Agent Group Tenant Duration Milliseconds Call Sum
Metric iagent_post_call_processing_total{}
Description Total call wrap-up time – based on the current day from 12:00 a.m