Understanding Metrics in Skyview and Insights

Skyview and Insights have over 400 metrics so we have created this guide to help you understand what the different metrics mean.

In Skyview and Insights you can see the following symbols for each metric:

	Inbound metrics
	Outbound metrics
	Inbound + Outbound metrics

Example:

Messages Outbound (Inbound + Outbound) (Email)
In this example we are showing the amount of outbound messages on an interaction started by agents and customers (Inbound + Outbound) in the Email channel.

Metrics explained:

Inbound Voice metricsNo answer on ring (timeout)

Description: Agent does not answer inbound call within specific timeout.

No answer on ring (rejected)

Description: Agent rejects inbound call.

No answer on ring (total)

Description: Agent does not answer inbound call within specific timeout (timeout) +  Agent rejects inbound call (rejected).

Abandon at Agent

Description: Agent device ringing, customer hangs up before the inbound call is answered. 

Agent offered (Answered + Timeout + Rejected) 

Description: Sum of offered inbound calls to agent. Includes Answered, Rejected, Timeout, Abandon at agent, No answer on ring.

Agent answer rate (Answered of Agent offered) 

Description: Answered inbound calls divided by Agent offered (Answered + Timeout + Rejected) in %.

Unmanaged calls

Description: The total number of unmanaged inbound queue calls for all the existing queues. Include calls abandoned with Joinempty, Leavewhenempty and exitwithkey. 
Callbacks are often showed under this metric depending on how your callback is configured.

Timeout

Description: Customer exits queue for the following reason, timeout.

ACW

Description: Total ACW on answered inbound calls.

ACW avg.

Description: Average ACW on answered inbound calls.

Handling time

Description: Total handling time for answered inbound calls (Talk time + ACW).

Handling time avg.

Description: Handling time divided by total answered inbound calls.

Abandoned (with threshold)

Description: Number of abandoned inbound calls with hold time over the threshold.

Abandoned rate (with threshold) (of total abandoned)

Description: Total abandoned inbound calls with a wait time greater than selected number of seconds in metric settings, divided by total number of abandoned calls.

Abandoned rate (with threshold) (of offered)

Description: Total abandoned inbound calls with a wait time greater than selected number of seconds in metric settings, divided by total number of offered calls.

SLA (total)

Description: Total amount of inbound calls answered or abandoned within specified time.

SLA (abandoned)

Description: Total amount of inbound calls abandoned within specified time.

SLA (answered)

Description: Total amount of inbound calls answered within specified time.

SLA rate (answered)

Description: % of inbound calls answered within specified time.

SLA rate (abandoned)

Description: % of inbound calls abandoned within specified time.

SLA rate (total)

Description: % of inbound calls answered or abandoned within specified time.

Answered calls

Description: Number of answered inbound calls (ongoing calls included).

Finished answered inbound calls

Description: Number of answered inbound ended calls.

Abandoned (none answered)

Description: Inbound calls not answered.

Offered calls (answered + abandoned + unmanaged + timeout)

Description: All inbound calls with following outcome: Answered + Abandoned + unmanaged + timeout.

Answer rate (of offered)

Description: % of answered inbound calls.

Abandoned rate (of offered)

Description: % of abandoned inbound calls.

Answer rate (of total answered)

Description: % of answered inbound calls for all queues in widget.

Abandoned/No answer (of total abandoned)

Description: % of abandoned inbound calls for all queues in widget.

Total offered rate (of total offered)

Description: % of offered inbound calls for all queues in widget.

Talking (Max)

Description: Maximum number of ongoing inbound calls during selected/grouped interval.

Waiting (Max)

Description: Maximum number of waiting inbound calls during selected/grouped interval.

Talk time

Description: Total inbound talk time.

Talk time avg.

Description: Total inbound talk time divided by total answered inbound calls.

Wait time

Description: Total wait time for inbound calls.

Wait time (answered)

Description: Total wait time for answered inbound calls.

Wait time (abandoned)

Description: Total wait time for abandoned inbound calls.

Wait time avg.

Description: Wait time (Inbound) divided by total inbound calls.

Wait time avg. (answered)

Description: Wait time of answered inbound calls divided by total answered inbound calls.

Wait time avg. (abandoned)

Description: Wait time of abandoned inbound calls divided by total abandoned inbound calls.

Longest wait time

Description: Longest time an inbound call has been waiting.

Shortest wait time

Description: Shortest time an inbound call has been waiting.

Outbound Voice metrics

 Handling time (answered)

Description: Total handling time for answered outbound calls (Wait time + talk time).

Handling time avg. (answered)

Description: Handling time (answered) divided by Answered outbound calls (outbound).

Handling time avg.

Description: Handling time divided by Offered outbound offered calls.

Dialer dropped

Description: Contact picks up dialer outbound call, hangs up before being connected to agent.

Dialer closed

Description: Contact closed for following reasons: Answered or closed by retry setting threshold.

Outbound answered + dropped

Description: Dialer outbound answered calls + dropped calls.

Answered calls

Description: Number of answered outbound calls (ongoing calls included).

Finished answered outbound calls

Description: Number of answered outbound ended calls.

Abandoned

Description: Outbound calls not answered by recipient.

Offered calls (answered + abandoned + unmanaged + timeout)

Description: All outbound calls with following outcome: Answered + Abandoned + unmanaged + timeout.

Answer rate (of offered)

Description: % of answered outbound calls.

Abandoned rate (of offered)

Description: % of abandoned outbound calls.

Answer rate (of total answered)

Description: % of answered outbound calls for all queues in widget.

Abandoned/No answer (of total abandoned)

Description: % of abandoned outbound calls for all queues in widget.

Total offered rate (of total offered)

Description: % of offered outbound calls for all queues in widget.

Talking (Max)

Description: Maximum number of ongoing outbound calls during selected/grouped interval.

Waiting (Max)

Description: Maximum number of waiting outbound calls during selected/grouped interval.

Talk time

Description: Total outbound talk time.

Talk time avg.

Description: Total outbound talk time divided by total answered calls.

Wait time

Description: Total outbound wait time.

Wait time (answered)

Description: Total wait time for answered outbound calls.

Wait time (abandoned)

Description: Total wait time for abandoned outbound calls.

Wait time avg.

Description: Wait time (outbound) divided by total outbound calls.

Wait time avg. (answered)

Description: Wait time of answered outbound calls divided by total answered outbound calls.

Wait time avg. (abandoned)

Description: Wait time of abandoned outbound calls divided by total abandoned calls.

Longest wait time

Description: Longest time an outbound call has been waiting.

Shortest wait time

Description: Shortest time an outbound call has been waiting.

Inbound + Outbound Voice metrics

 Dialer fresh contacts (MAX)

Description: Maximum number of fresh contacts in the Campaign.

Dialer fresh contacts (MIN)

Description: Minimum amount of fresh contacts in the Campaign.

Dialer open contacts (MAX)

Description: Maximum amount of open contacts in the Campaign.

Dialer open contacts (MIN)

Description: Minimum amount of open contacts in the Campaign.

Dialer originated (MAX)

Description: Maximum number of calls made by the dialer for the selected campaigns.

Answered calls

Description: Number of answered inbound + outbound calls (ongoing calls included).

Finished answered calls

Description: Number of finished answered inbound + outbound ended calls.

 
Abandoned (none answered)

Description: Inbound and Outbound calls not answered.

Offered calls (answered + abandoned + unmanaged + timeout)

Description: All calls with following outcome: Answered + Abandoned + unmanaged + timeout.

 
Answer rate (of offered)

Description: % of answered calls.

 
Abandoned rate (of offered)

Description: % of abandoned calls.

Answer rate (of total answered)

Description: % of answered calls for all queues in widget.

Abandoned/No answer (of total abandoned)

Description: % of abandoned calls for all queues in widget.

Total offered rate (of total offered)

Description: % of offered calls for all queues in widget.

Talking (Max)

Description: Maximum number of ongoing calls during selected/grouped interval.

Waiting (Max)

Description: Maximum number of waiting calls during selected/grouped interval.

Talk time

Description: Total talk time.

 
Talk time avg.

Description: Total talk time divided by total answered calls.

Wait time

Description: Total wait time.

Wait time (answered)

Description: Total wait time for answered calls.

Wait time (abandoned)

Description: Total wait time for abandoned calls.

Wait time avg.

Description: Wait time divided by total inbound and outbound calls.

Wait time avg. (answered)

Description: Wait time of answered calls divided by total answered calls.

Wait time avg. (abandoned)

Description: Wait time of abandoned calls divided by total abandoned calls.

Longest wait time

Description: Longest time a call has been waiting.

Shortest wait time

Description: Shortest time a call has been waiting.

Ready time
Description: Amount of time agents have been Idle, in a call or in ACW (not in other pause status).

Total idle time + Handling time Voice (inbound + outbound)

Ready rate

Description: The percentage of (total) logged in time that agents have been Idle, in a call or in ACW (not in other pause status).
Ready time/Total login time * 100

Utilization rate

Description: The percentage of time agents spend handling customer inquiries vs. other idle time.
Handling time Voice (inbound + outbound)/Ready time * 100

Full utilization rate

Description: The percentage of time agents spend handling customer inquiries during logged in time.
Handling time Voice (inbound + outbound)/Total login time * 100

No specific channel Inbound metrics
Messages inbound

Description: Total Inbound messages on all interactions started by customer.

Messages inbound avg.

Description: Average inbound messages on interactions started by customer.

Messages outbound

Description: Total outbound messages on all interactions started by customer.

Messages outbound avg.

Description: Average outbound messages on interactions started by customer.

Messages total

Description: Total number of messages on all interactions started by customer.

Messages total avg.

Description: Average number of messages on interactions started by customer.

Total inbound answered

Description: Total number of answered interactions started by customer.

Total ended/closed answered inbound interactions

Description: Total number of closed answered interactions started by customer.

Abandoned (none answered)

Description: Total number of abandoned interactions started by customer.

Total offered

Description: Total number of offered inbound interactions (Answered + Abandoned) started by customer.

Answer rate (of offered)

Description: % of answered interactions started by customer.

Abandoned rate (of offered)

Description: % of abandoned interactions started by customer.

Ongoing (Max)

Description: Maximum number of ongoing interactions during selected/grouped interval on interactions started by customer.

Waiting (Max)

Description: Maximum number of waiting interactions during selected/grouped interval on interactions started by customer.

Interaction time

Description: Total time a chat or e-mail tab has been open where interaction was started by customer

Interaction time avg.

Description: Time chat or e-mail tab has been open divided by number of answered chats/e-mails on interactions started by the customer.

Answer rate (of total answered)

Description: % of messages of all answered interactions in widget started by customer.
Example: agent answer rate of total answered on queues in widget.

Ended/Closed (of total closed)

Description: % of closed of all closed interactions in widget started by customer.
Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: % of offered of all offered interactions in widget started by customer.
Example: agent offered rate of total offered on queues in widget.

No specific channel Outbound metrics

Messages inbound

Description: Total Inbound messages on all interactions started by agent.

Messages inbound avg.

Description: Average inbound messages on interactions started by agent.

Messages outbound

Description: Total outbound messages on all interactions started by agent.

Messages outbound avg.

Description: Average outbound messages on interactions started by agent.

Messages total

Description: Total number of messages on all interactions started by agent.

Messages total avg.

Description: Average number of messages on interactions started by agent.

Total outbound answered

Description: Total number of answered interactions started by agent.

Total ended/closed answered outbound interactions

Description: Total number of closed answered interactions started by agent.

Abandoned (none answered)

Description: Total number of abandoned interactions started by agent.

Total offered

Description: Total number of offered inbound interactions (Answered + Abandoned) started by agent.

Answer rate (of offered)

Description: % of answered interactions started by agent.

Abandoned rate (of offered)

Description: % of abandoned interactions that where started by agent.

Ongoing (Max)

Description: Maximum number of ongoing during selected/grouped interval on interactions started by agent.

Waiting (Max)

Description: Maximum number of waiting interactions during selected/grouped interval on interactions started by agent.

Interaction time

Description: Total time a chat or e-mail tab has been open where interaction was started by agent.

Interaction time avg.

Description: Time chat or e-mail tab has been open divided by number of answered chats/e-mails on interactions started by the agent.

Answer rate (of total answered)

Description: % of messages of all answered interactions in widget started by agents.
Example: agent answer rate of total answered on queues in widget.

Abandoned/No answer (of total abandoned)

Description: % of answered of all abandoned interactions in widget started by agents.
Example: agent abandoned of total abandoned on queues in widget.

Ended/Closed (of total closed)

Description: % of closed of all closed interactions in widget started by agents.
Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: % of offered of all offered interactions in widget started by agents.
Example: agent offered rate of total offered on queues in widget.

No specific channel Inbound + Outbound metrics

First login

Description: First time agent logged in to system in specified period.

Last logout

Description: Last time agent logged out of the system in the specified period.

Total pause time

Description: Total time the agent was paused during the selected period.

Total login time

Description: Total time the agent was logged in during the selected period.

Total idle time

Description: Total time the agent was idle during the selected period.

Messages inbound

Description: Total Inbound messages on all interaction.

Messages inbound avg.

Description: Average inbound messages on all interactions.

 
Messages outbound

Description: Total outbound messages on all interaction.

Messages outbound avg.

Description: Average outbound messages on all interactions.

Messages total

Description: Total number of messages on all interaction.

Messages total avg.

Description: Average number of messages on all interactions.

Total answered

Description: Total number of answered interactions.

Total ended/closed answered interactions

Description: Total number of closed answered interactions.

Abandoned (none answered)

Description: Total number of abandoned interactions.

Total offered

Description: Total number of offered interactions (Answered + Abandoned).

Answer rate (of offered)

Description: % of answered interactions.

Abandoned rate (of offered)

Description: % of abandoned interactions.

Answer rate (of total answered)

Description: % of answered for all interactions in widget.
Example: agent answer rate of total answered on queues in widget.

Abandoned/No answer (of total abandoned)

Description: % of abandoned of all abandoned interactions in widget.
Example: agent abandoned of total abandoned on queues in widget.

Ended/Closed (of total closed)

Description: % of closed of all closed interactions in widget.

Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: % of offered of all offered interactions in widget.
Example: agent offered rate of total offered on queues in widget.

Ongoing (Max)

Description: Maximum number of ongoing interactions during selected/grouped interval.

Waiting (Max)

Description: Maximum number of waiting interactions during selected/grouped interval.

Interaction time

Description: Total time a chat or e-mail tab has been open.

Interaction time avg.

Description: Time chat or e-mail tab has been open divided by number of answered chats/e-mails.

Inbound E-mail metrics

Waiting (live)

Description: Waiting e-mail interactions (live).

Ongoing (live)

Description: Ongoing e-mail interactions (live).

Messages inbound

Description: Total amount of incoming messages on interactions started by customer.

Messages inbound avg.

Description: Average incoming messages per interaction on interactions started by customer.

Messages outbound

Description: Total amount of outgoing messages on interactions started by customer.

Messages outbound avg.

Description: Average outgoing messages per interaction on interactions started by customer.

Messages total

Description: Total messages in both directions on interactions started by customer.

Messages total avg.

Description: Average total messages in both directions per interaction on interactions started by customer.

Answered inbound e-mail interactions

Description: Answered open + closed e-mail interactions on interactions started by customer.

Closed answered inbound e-mail interactions

Description: Closed answered e-mail interactions on interactions started by customer.

Abandoned (none answered) e-mail interactions

Description: Abandoned (none answered) closed e-mail interactions (not answered by the receiving party) on interactions started by customer.

Total e-mail interactions

Description: Answered + Abandoned (no answer), open + closed e-mail interactions started by customer.

Answer rate (of offered)

Description: Answer rate (of offered) on open + closed e-mail interactions started by customer.

Abandoned rate (of offered)

Description: Abandoned rate (of offered), closed e-mail interactions started by customer.

Answer rate (of total answered)

Description: Answer rate (of total answered), open + closed e-mail interactions started by customer.
Example: agent answered of total answered on queues in widget.

Abandoned/No answer (of total abandoned)

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions started by customer.
Example: agent abandoned/no answer of total abandoned/no answer on queues in widget.

Ended/Closed (of total closed)

Description: Ended/Closed (of total closed) e-mail interactions started by customer.
Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: Total offered rate (of total offered) on e-mail interactions started by customer.
Example: agent offered rate of total offered on queues in widget.

Ongoing (Max)

Description: Maximum number of ongoing e-mail interactions during selected/grouped interval on e-mail interactions started by customer. Interaction needs to be answered by the receiving party.

Waiting (Max)

Description: Maximum number of waiting e-mail interactions during selected/grouped interval on e-mail interactions started by customer.

Interaction time

Description: Time e-mail tab has been open (time only counts  while e-mail interactions have been open - not closed) on interactions started by customer.

Interaction time avg.

Description: Time e-mail tab has been open divided by number of answered e-mails on interactions started by customer.

Outbound E-mail metrics

Messages inbound

Description: Total amount of incoming messages on interactions started by agent.

Messages inbound avg.

Description: Average incoming messages per interaction on interactions started by agent.

Messages outbound

Description: Total amount of outgoing messages on interactions started by agent.

Messages outbound avg.

Description: Average outgoing messages per interaction on interactions started by agent.

Messages total

Description: Total messages in both directions on interactions started by agent.

Messages total avg.

Description: Average total messages in both directions per interaction on interactions started by agent.

Answered outbound e-mail interactions

Description: Answered open + closed e-mail interactions on interactions started by agent.

Closed answered outbound e-mail interactions

Description: Closed answered e-mail interactions on interactions started by agent.

Abandoned (none answered) e-mail interactions

Description: Abandoned (none answered) closed e-mail interactions (not answered by the receiving party) on interactions started by agent.

Total e-mail interactions

Description: Answered + Abandoned (no answer), open + closed e-mail interactions started by agent.

Answer rate (of offered)

Description: Answer rate (of offered) on open + closed e-mail interactions started by agent.

Abandoned rate (of offered)

Description: Abandoned rate (of offered), closed e-mail interactions started by agent.

Answer rate (of total answered)

Description: Answer rate (of total answered), open + closed e-mail interactions started by agent.
Example: agent answered of total answered on queues in widget.

Abandoned/No answer (of total abandoned)

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions started by agent.
Example: agent abandoned/no answer of total abandoned/no answer on queues in widget.

Ended/Closed (of total closed)

Description: Ended/Closed (of total closed) e-mail interactions started by agent.
Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: Total offered rate (of total offered) on e-mail interactions started by agent.
Example: agent offered rate of total offered on queues in widget.

Ongoing (Max)

Description: Maximum number of ongoing e-mail interactions during selected/grouped interval on e-mail interactions started by agent. Interaction needs to be answered by the receiving party.

Waiting (Max)

Description: Maximum number of waiting e-mail interactions during selected/grouped interval on e-mail interactions started by agent.

Interaction time

Description: Time e-mail tab has been open (time only counts  while e-mail interactions have been open - not closed) on interactions started by agent or agent.

Interaction time avg.

Description: Time e-mail tab has been open divided by number of answered e-mails on interactions started by agent.

Inbound + Outbound E-mail metrics
Messages inbound

Description: Total amount of incoming messages on interactions started by agent or customer.

Messages inbound avg.

Description: Average incoming messages per interaction on interactions started by agent or customer.

Messages outbound

Description: Total amount of outgoing messages on interactions started by agent or customer.

Messages outbound avg.

Description: Average outgoing messages per interaction on interactions started by agent or customer.

Messages total

Description: Total messages in both directions on interactions started by agent or customer.

Messages total avg.

Description: Average total messages in both directions per interaction on interactions started by agent or customer.

Answered e-mail interactions

Description: Answered open + closed e-mail interactions on interactions started by agent or customer.

Closed answered e-mail interactions

Description: Closed answered e-mail interactions on interactions started by agent or customer.

Abandoned (none answered) e-mail interactions

Description: Abandoned (none answered) closed e-mail interactions (not answered by the receiving party) on interactions started by agent or customer.

Total e-mail interactions
Description: Answered + Abandoned (no answer), open + closed e-mail interactions started by agent or customer.

Answer rate (of offered)

Description: Answer rate (of offered) on open + closed e-mail interactions started by agent or customer.

 
Abandoned rate (of offered)
Description: Abandoned rate (of offered), closed e-mail interactions started by agent or customer.

Answer rate (of total answered)

Description: Answer rate (of total answered), open + closed e-mail interactions started by agent or customer.
Example: agent answered of total answered on queues in widget.

 
Abandoned/No answer (of total abandoned)

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions started by agent or customer.
Example: agent abandoned/no answer of total abandoned/no answer on queues in widget.

Ended/Closed (of total closed)

Description: Ended/Closed (of total closed) e-mail interactions started by agent or customer.
Example: agent ended/closed of total ended/closed on queues in widget.

Total offered rate (of total offered)

Description: Total offered rate (of total offered) on e-mail interactions started by agent or customer.
Example: agent offered rate of total offered on queues in widget.

Ongoing (Max)

Description: Maximum number of ongoing e-mail interactions during selected/grouped interval on e-mail interactions started by agent or customer. Interaction needs to be answered by the receiving party.

Waiting (Max)

Description: Maximum number of waiting e-mail interactions during selected/grouped interval on e-mail interactions started by agent or customer.

Interaction time

Description: Time e-mail tab has been open (time only counts  while e-mail interactions have been open - not closed) on interactions started by agent or customer.

Interaction time avg.

Description: Time e-mail tab has been open divided by number of answered e-mails on interactions started by agent or customer.

Inbound + Outbound Chat metrics
Messages inbound

Description: Incoming chat messages on chat interactions started by agent or customer.

Messages inbound avg.

Description: Average incoming chat messages per interaction on chat interactions started by agent or customer.

Messages outbound

Description: Outgoing chat messages on chat interactions started by agent or customer.

Messages outbound avg.

Description: Average outgoing chat messages per interaction on chat interactions started by agent or customer.

Messages total

Description: Total chat messages in both directions on chat interactions started by agent or customer.

Messages total avg.

Description: Average total chat messages in both directions per interaction on chat interactions started by agent or customer.

Answered chat

Description: Answered chat interactions (ongoing chats included) on chat interactions started by agent or customer.

Ongoing (Max)

Description: Maximum number of ongoing chat interactions during selected/grouped interval on chat interactions started by agent or customer.

Waiting (Max)

Description: Maximum number of waiting chat interactions during selected/grouped interval on chat interactions started by agent or customer.

Interaction time

Description: Time chat tab has been open on chat interactions started by agent or customer.

Interaction time avg.

Description: Time chat tab has been open divided by number of answered chat interactions on chat interactions started by agent or customer.

Inbound SMS metrics
Messages inbound

Description: Incoming SMS messages on SMS interactions started by customer.

Messages inbound avg.

Description: Average incoming SMS messages per interaction on SMS interactions started by customer.

Messages outbound
Description: Outgoing SMS messages on SMS interactions started by customer.

Messages outbound avg.

Description: Average outgoing SMS messages per interaction on SMS interactions started by customer.

Messages total

Description: Total SMS messages in both directions on SMS interactions started by customer.

Messages total avg.

Description: Average total SMS messages in both directions per interaction on SMS interactions started by customer.

Answered sms

Description: Answered text message interactions in both directions on SMS interactions started by customer.

Total text message interactions

Description: All offered (answered + abandoned) SMS interactions started by customer.

Ongoing (Max)

Description: Maximum number of ongoing SMS interactions during selected/grouped interval on interactions started by customer.

Waiting (Max)

Description: Maximum number of waiting SMS interactions during selected/grouped interval on interactions started by customer.

Interaction time

Description: Time SMS tab has been open on SMS interactions started by customer.

Interaction time avg.

Description: Time SMS tab has been open divided by number of answered SMS interactions on interactions started by customer.

Outbound SMS metrics
Messages inbound

Description: Incoming SMS messages on SMS interactions started by agent.

Messages inbound avg.

Description: Average incoming SMS messages per interaction on SMS interactions started by agent.

Messages outbound

Description: Outgoing SMS messages on SMS interactions started by agent.

Messages outbound avg.

Description: Average outgoing SMS messages per interaction on SMS interactions started by agent.

Messages total

Description: Total SMS messages in both directions on SMS interactions started by agent.

Messages total avg.

Description: Average total SMS messages in both directions per interaction on SMS interactions started by agent.

Answered outbound sms

Description: Answered text message interactions in both directions on SMS interactions started by agent.

Total text message interactions

Description: All offered (answered + abandoned) SMS interactions started by agent or agent.

Ongoing (Max)

Description: Maximum number of ongoing SMS interactions during selected/grouped interval on interactions started by agent.

Waiting (Max)

Description: Maximum number of waiting SMS interactions during selected/grouped interval on interactions started by agent.

Interaction time

Description: Time SMS tab has been open on SMS interactions started by agent.

Interaction time avg.

Description: Time SMS tab has been open divided by number of answered SMS interactions on interactions started by agent.

Inbound + Outbound SMS metrics

Messages inbound

Description: Incoming SMS messages on SMS interactions started by agent or customer.

Messages inbound avg.

Description: Average incoming SMS messages per interaction on SMS interactions started by agent or customer.

Messages outbound

Description: Outgoing SMS messages on SMS interactions started by agent or customer.

Messages outbound avg.

Description: Average outgoing SMS messages per interaction on SMS interactions started by agent or customer.

Messages total

Description: Total SMS messages in both directions on SMS interactions started by agent or customer.

Messages total avg.

Description: Average total SMS messages in both directions per interaction on SMS interactions started by agent or customer.

Answered sms

Description: Answered text message interactions in both directions on SMS interactions started by agent or customer.

Total text message interactions

Description: All offered (answered + abandoned) SMS interactions started by agent or customer.

Ongoing (Max)

Description: Maximum number of ongoing SMS interactions during selected/grouped interval on interactions started by agent or customer.

Waiting (Max)

Description: Maximum number of waiting SMS interactions during selected/grouped interval on interactions started by agent or customer.

Interaction time

Description: Time SMS tab has been open on SMS interactions started by agent or customer.

Interaction time avg.

Description: Time SMS tab has been open divided by number of answered SMS interactions on interactions started by agent or customer.