Abandoned
An abandoned call is one where the client hangs up before the call is answered. An abandoned chat is one where the client ends the chat before an agent opens the session. Abandoned statistics are not applicable to email and SMS.

Abandoned (long)
Abandoned (long) calls/chats are calls/chats that end with an abandon time > Short Abandon. You define the Short Abandon you want in YourSite Explorer under YourSite =>Queues. The Short Abandon default is 6 seconds. If a caller hangs up after waiting 7 seconds, the call is considered a long abandon. These long abandoned calls/chats are included in call/chat statistics.

Abandoned (short)
Abandoned (short) calls/chats are calls/chats that end with an abandon time <= Short Abandon. You define the Short Abandon you want in YourSite Explorer under YourSite =>Queues. The Short Abandon default is 6 seconds. For example, if a caller hangs up after waiting just 6 seconds or less, the call is considered a Short Abandon. Short Abandon calls are not included in call statistics.

ACD (ACD routing system)
An Automatic Call Distributor (ACD) is a specialized application for distributing incoming contacts. ACD routing systems are programmed to process contacts in a pre-defined order, queue contacts, and report on real-time and historical activities.

ACD calls offered
See Offered.

ACD handling time
See Handling time.

ACD path
An ACD path is a predefined route that a call follows before reaching an agent. ACD paths direct callers to the agents or agent groups best suited to handle the calls. For example, a contact center can have an ACD path for sales, which routes callers to the agents taking sales orders.

ACD true-talk time
The ACD true-talk time is the duration of an ACD call, fromwhen an agent answers the call to when it is disconnected. The ACD true-talk time
excludes hold time.

ANI
Automatic Number Identification (ANI) is a technology that identifies numbers of callers to your contact center. Connecting a database to your ACD routing system allows the caller information and call to be sent simultaneously.

Average speed of answer
The average speed of answer (ASA) is a statistic measuring how long the average caller waits on hold before the call is picked up by a queue member (including time in queue and ringing time).

Calls answered
See Handled.

Call load
Call load refers to the aggregate effect of the number of calls received by the ACD queue and their duration, or the calls offered x (average handling time + average wrap-up time).

Calls waiting
Calls waiting is the number of callers in queue waiting for a member to become available, including those listening to silence, music, or a recorded announcement.

Delayed contact
A delayed contact is a contact placed in the ACD queue because it cannot be immediately answered by a queue member. The ACD queue allows the client to wait for an available member rather than blocking the client from entering the system.

DNIS
Dialed Number Identification Service (DNIS) is a feature of toll-free lines that provides the number the caller dials. This assists queue members who handle calls for more than one business or product line. Each business or product line has its own toll-free number. When a caller dials a tollfree number, the ACD routing system forwards information to the queue member, so the member can identify whom the caller dialed.

DND
Do Not Disturb (DND) is a state that prevents queue members from receiving inbound contacts and transfers. For agents, Do Not Disturb is an employee-level configuration. When an employee is in Do Not Disturb, they enter Do Not Disturb across all agent capabilities.

Enterprise
The enterprise is all of the contact center sites that comprise your company. The enterprise consists of the single site where the Enterprise Server is installed and all branch offices.

Erlang
An Erlang measures telephone traffic, or the flow of calls and call attempts to your contact center during a given period of time. One Erlang equals one hour or 60 x 60 = 3,600 seconds of telephone conversation. This could be one call lasting 1 hour, six calls lasting 10 minutes, or any combination of calls and call durations which equal 60 minutes. The Erlang series of formulae provide a mathematical basis for making predictions about randomly arriving workloads.

Erlang C
The Erlang C equation is commonly used for queue member and delay calculations where ACD queuing is involved. It predicts the resources required to keep wait (delay) times within your Service Level objective. The Erlang C formula uses your historical Call Load data and the Service Level Percentage, Service Level Time, and Wrap-Up Time you specify and predicts the member requirement for the time interval and date range in the forecast.

Extension
An extension is an endpoint for answering calls. Extensions can be either assigned to Ring Groups or logged into by agents.

Handled
A handled contact is a contact opened by a queue member. Calls that listen to in-queue RAD messages are not considered to be handled until a queue member connects.

Handling time
The handling time parameter is the total duration of the contact. For calls, the handling time is fromwhen a queue member answers the call to when it is disconnected (including hold time and transfer/conference time). If the member handling the call contacts the supervisor for information (while the caller is on hold) and/or transfers or conferences the call, these times are added to the ACD Handling Time value. For example, a queue member speaks to a caller for two minutes and then puts the caller on hold for three minutes and tries to solve the problem. This might include a call to the supervisor. The member then initiates a conference call with the caller and a third party and they speak for three minutes and resolve the issue. Therefore, the ACD handling time for the member is 2 + 3 + 3 = 8 minutes. For email and SMS, the handling time is fromwhen the member opens the contact to when they send the reply, transfer the contact, or classify the contact as Junk or requiring No Reply, from the Inbox. For chats, the handling time starts when the queue member opens the chat and ends when either the member or the client ends the chat.

Inbound
The term inbound refers to incoming contacts to your contact center.

Interflowed
Interflow is a mechanism that redirects contacts from queues to alternate answering points (for example, to another queue or to voicemail). Interflow statistics include contacts manually transferred from one queue to another. Contacts routed from queues to other answering points after the Short Abandon threshold are included in Interflow statistics. Contacts routed from queues to alternate answering points before the Short Abandon time are not included in Interflow statistics.

Logged on
An agent is logged on when the agent signs in to the ACD routing system. The agent might or might not be ready to receive contacts.

Logged off
An agent is logged off when the agent signs out of the ACD routing system.

Longest waiting
The longest waiting is the duration, in minutes and seconds, of the contact that has been waiting the longest in queue.

Make Busy
Make Busy is an agent state in which an agent is unavailable to the ACD path. Voice Agents in Make Busy are able to receive non-ACD calls. Make Busy is an employee-level configuration. When an employee is in Make Busy, they enter Make Busy across all agent capabilities. The Make Busy statistic displays differently in Trace reports compared to Performance and Event reports. In Trace reports, the Make Busy statistic represents the time the agent entered the Make Busy state to the time they left the Make Busy state. In Performance and Event reports, this statistic does not include time spent in an overriding state. For example, if an agent in Make Busy receives a transferred ACD contact, she can be simultaneously in Make Busy and in an ACD state. Her Make Busy statistic in the Performance and Event report will not include the time she was simultaneously in an ACD state.

Media server
The media servers are the means by which the client communicates with you. The Media server field defines the media server against which you are running the report.

Non-ACD
A queue member is on non-ACD when the member is involved in an incoming personal contact, a member-originated call, or a call dialed directly to their phone.

Non-ACD true talk-time
The non-ACD true talk time is the duration of a non-ACD call, fromwhen an agent answers the call to when it is disconnected. The true talk time excludes hold time.

Offered
All contacts received by the queue, regardless of how they are handled or routed, are referred to as offered contacts. Offered contacts include ACD handled contacts, abandoned (long) contacts, and interflowed contacts. ACD requeued contacts, Queue unavailable contacts, and abandoned (short) contacts are not considered. ACD routing system data on the offered contacts and Average Talk Time is used by the Erlang C equation in calculating the queue members required.

Overflow
The term overflow refers to a mechanism that limits the delay faced by clients by queuing ACD contacts against two or more agent groups. An ACD contact that cannot be answered immediately is placed in an ACD path. If the contact is not answered after a set amount of time (the overflow time), it is placed in the ACD path of another agent group, in addition to keeping its place in the first queue. The first available agent in either group handles the contact.

Quality of service
The quality of service reflects an agent’s ability to provide excellent assistance to each client.

Queue member
A queue member is an individual answering for the queue. For ACD paths, ‘members’ refers to agents in the queue’s answering agent groups. For Ring Groups, ‘members’ refers to the extensions assigned to the Ring Groups.

Queue unavailable
Queue unavailable is a routing option that reroutes calls to an unavailable answer point/overflow point. Queues are unavailable when the call enters the system outside business hours, when all queue members have removed their presence, when all queue members are in DND, or when the queue has been placed in DND. Calls interflowed before the Short Abandon time are included in Queue Unavailable statistics. Queue unavailable statistics are applicable to voice only.

Schedule adherence
The term schedule adherence describes whether or not agents are performing activities they are scheduled to be doing. Workforce management tools keep supervisors informed of discrepancies between agents’ work schedules and the actual activities they perform.

Recorded announcement device
A Recorded Announcement Device (RAD) is a system that provides prerecorded messages to callers waiting in the ACD queue.

Reporting number
The term reporting number refers to the number assigned to devices for reporting purposes.

Requeued
When an agent receives an ACD contact and fails to accept the contact within a certain period of time, the system places the agent in Make Busy and requeues the contact (places the call back in the same ACD path) and offers it to the next available agent. For multimedia, requeued contacts are contacts that the agent declined or did not open before the requeue timer expired, or contacts that were requeued after being on hold past the permitted time. Contacts can also requeue if the agent logs out while the contact is in the Inbox

Ring Group
A Ring Group is a collection of extensions, or a single dialing point for a collection of extensions, in a business. Ring Groups are typically used to reach back office extensions. For example, a business with agents taking sales orders may also have several phone extensions in the warehouse. These warehouse phone extensions are compiled into a Ring Group, which can be reached via a single dialing point.

Service Level Percent
Your Queue Service Objective might require queue members to handle 80% (Service Level Percent) of contacts within 120 seconds (Service Level Time). You specify the Queue Service Objective under YourSite Explorer under YourSite=>Queues. The Service Level Percent is the total number of contacts which are handled, abandoned, and interflowed before a defined threshold time (Service Level Time), compared to the total number of contacts handled, abandoned, and interflowed. The Service Level Percent = (contacts answered + contacts abandoned (long)+ contacts interflowed (long))within the specified Service Level Time ÷(contacts answered + contacts abandoned (long)+ contacts interflowed (long)). The default Service Level Percent is 80% for all contacts.

Service Level Time
The Service Level Time is the threshold time used in calculating the Queue Service Objective. Your Queue Service Objective might be for your queue members to handle 80% (Service Level Percent) of contacts within 120 seconds (Service Level Time). You specify the Queue Service Objective under in YourSite Explorer under YourSite=>Queues. The default Service Level Time for contacts is 120 seconds.

SQL
Structured Query Language (SQL) is the language used to talk to popular Relational Database Management Systems (RDBMSs). SQL is a standard query language that can be used to enter, query, and change data in a database. SQL is also used to create and administer databases. Administration of YourSite is done using Microsoft’s SQL Server, a database management system.

Talk time
See ACD true-talk time

Time to answer
Time to answer is the number of seconds from the time an incoming external request enters the queue until the request is answered. This does not include the duration the request waits in queue outside of regular business hours for the queue.

Trunk load
The trunk load includes the time fromwhen a trunk picks up a call until the queue member finishes speaking to the caller and disconnects. The trunk load does not include Wrap-up time.

Unavailable
See Queue unavailable

Workforce management
Workforce management is the forecasting and scheduling of agents. Some workforce management systems use ACD routing system data to monitor the real-time adherence of agents to scheduled activities, so you to know how many agents are currently logged in and available to handle calls.

Wrap-up time
Wrap-up time is a real-time and reporting statistic detailing the total time an agent spends in the Work Timer state.


About reports
You can create on-demand or scheduled reports. Your licensing of MiContact Center determines the report types available to you.

On-demand reports
Using the Reporter application, you can generate on-demand reports immediately.

Scheduled reports
Using the Scheduled reports application, you can set up timetables for generating future reports at specific times and on specific days.

MiContact Center Reporter service
At an interval you can configure, MiContact Center Reporter service seeks print and email jobs and attempts to process them. Clicking the report in your Report Inbox displays the status of your printing and emailing jobs. Reporter Service must be running at all times in order to print and email reports automatically.

All of your reports
All of your reports displays all of the reports generated under your user name over the last 30 days.

Today’s reports
Today’s reports displays all of the reports generated today under your user name.

Yesterday’s reports
Yesterday’s reports displays all of the reports generated yesterday under your user name.

Voice reports
Voice reports provide detailed information about call performance. Voice statistics are collected when the client calls the contact center and communicates via telephone. Voice reports can be run on the following devices: Agent and Agent Group, Queue and Queue group, Employee and Employee group, Team, Extension, Trunk, Forecast, and DNIS.

Conversation Detail reports
Conversation Detail reports provide detailed information on events generated during the life of a contact. Conversation Detail reports can be run on the following devices: Agent group, Queue and Queue group, Employee and Employee group, Site, Media server, and Account Code and Account Code group. You can run these reports if you are licensed for Multimedia Contact Center. You cannot run Conversation Detail reports against Voice devices.

Email reports
Email reports provide detailed information about email performance. Email statistics are collected when the client contacts the agent and communicates via email. Email reports have the following report types: Agent, Agent Group, Queue, and Queue Group.

Chat reports
Chat reports provide detailed information about chat performance. Chat statistics are collected when the client contacts the agent and communicates via a real-time conversation online. Chat reports have the following report types: Agent, Agent Group, Queue, and Queue Group.

SMS reports
SMS reports provide detailed information about SMS performance. SMS statistics are collected when the client contacts the agent and communications via SMS conversations. SMS reports have the following report types: Agent, Agent Group, Queue, and Queue Group.

Multimedia reports
Multimedia reports provide detailed information across media types: voice, email, chat, and SMS. Multimedia reports enable you to compare performance across media types. Multimedia reports have the following report types: Agent Group, Queue, Queue Group, Unified Queue Group, and Employee Group.

Workflow reports
Workflow reports summarize data on IVR Routing and Multimedia workflows. These reports are available to customers licensed for IVR Routing and Multimedia Contact Center.