"None" Report Value Definitions

Abandoned Calls in Queue Percent

This value shows the total percent of calls that were abandoned while in the queue. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Calls in Queue Percent, see the Report Filter Criteria article.

Abandoned Calls Percent

This value shows the total percent of calls that were abandoned. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Calls Percent, see the Report Filter Criteria article.

Accepted Callback Count

This value shows the total number of scheduled queue callbacks accepted.

Note: This value requires that the Queue Callback feature be configure in the skill. If this value is added to a report, the queue callback has not been configured, then the column will appear empty as a result upon running the report. To learn how to configure the queue callback feature see this article

For a list of filter definitions for Accepted Callback Count, see the Report Filter Criteria article.

Accepted Callback Percent

This value shows the percent of scheduled queue callbacks accepted.

Note: This value requires that the Queue Callback feature be configured in the skill. If this value is added to a report, the queue callback has not been configured, then the column will appear empty as a result upon running the report. To learn how to configure the queue callback feature see this article

For a list of filter definitions for Accepted Callback percent, see the Report Filter Criteria article.

ACW Duration

This value shows the total, maximum, average, or minimum duration that agents spent in the After Call Work state.

The Agent After Call Work feature is a feature of the Voice Agent license. It provides a screen pop for the voice agent upon completion of a call. In the ACW state, the agent will not receive calls for their skill(s) until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds. This, of course, can be adjusted in the Xima CCaaS system settings.

In addition to being provided the default 30 seconds, the agent will have the option to "snooze" the ACW state, which provides the agent additional time in the ACW state. This number of times that an agent can snooze the ACW feature can also be configured in the Xima CCaaS system settings.

For a list of filter definitions for ACW Duration, see the Report Filter Criteria article.

Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents to answer their phones when an Inbound call with the given external number came to them.

Speed of answer is defined as the total duration of Ringing events associated with an agent before a call's first Talking event. Specify one or more agents to only include Ringing events associated with those agents.

Note: *This value only concerns events associated with an agent. It does not include events that have no particular agent association, such as queue events.

For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria article.

Answered Call Count

This value shows the total number of inbound phone calls that contained at least one talking event. These are inbound calls that were handled by a live agent.

For a list of filter definitions for Answered Call Count, see the Report Filter Criteria article.

Answered Calls Percent

This value shows the percent of inbound phone calls that contained at least one talking event. These are inbound calls that were handled by a live agent.

For a list of filter definitions for Answered Calls Percent, see the Report Filter Criteria article.

Answered Chat Count

This value shows the total number of external web chats that were answered by agents or skills.

Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat. After said certain amount of time, if the agent doesn't accept the chat, then it will be presented to another agent. This value will show how many of the presented chats the agent accepted (answered).

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Answered Chat Count, see the Report Filter Criteria article.

Call Count

This value shows the total number of inbound calls for the selected timeframe.

For a list of filter definitions for Call Count, see the Report Filter Criteria article.

Call Duration

This value shows the total, maximum, minimum, or average duration of all inbound calls for the selected timeframe.

For a list of filter definitions for Call Duration, see the Report Filter Criteria article.

CC Login Duration

This value shows the total, maximum, minimum, or average amount of time the agent(s)/skill(s) spent logged in to the specified Contact Center skill(s).

For a list of filter definitions for CC Login Duration, see the Report Filter Criteria article.

Days in Timeframe

This value shows the total number of days in the selected timeframe.

For a list of filter definitions for Days in Timeframe, see the Report Filter Criteria article.

Discretionary Not Ready Duration

This value shows the total length of time that agents, by their own doing, placed themselves in a state of "Not Ready."

Note: "Not Ready" is a feature of the Contact Center Voice license and is similar to a "Do Not Disturb" state. "Discretionary Not Ready" is when an agent is not ready to take a call and they place themselves in a state of "Not Ready," which prevents calls for their enabled skills from being sent to them.

For a list of filter definitions for Discretionary Not Ready Duration, see the Report Filter Criteria article.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type during the given timeframe.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Feature Count

This value shows the total number of features that were associated with the given agent(s). Features consist of phone activities such as Extension/Skill login, Do Not Disturb, After Call Work, etc.

Example: If we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the number of times that Steve went on Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Count, see the Report Filter Criteria article.

Feature Duration

This value shows the total, maximum, minimum, or average amount of time the given agent(s) spent with the specified feature enabled. Features consist of phone activities such as Extension/Skill login, Do Not Disturb/Not Ready, After Call Work, etc.

Example: If we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went on Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Duration, see the Report Filter Criteria article.

Hours in Timeframe

This value shows the total number of hours in the selected timeframe.

For a list of filter definitions for Hours in Timeframe, see the Report Filter Criteria article.

Idle Duration

This value shows the total, maximum, minimum, or average amount of time agents spent in an idle state.

Note: An agent is considered to be idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND/NR status and Skill Login are not factored into the result.

For a list of filter definitions for Idle Duration, see the Report Filter Criteria article.

Inbound Call Count

This value shows the total number of inbound calls that entered the phone system during the specified time frame.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria article.

Max Agents Logged into CC

This value shows the largest number of agents simultaneously logged in to the given Contact Center skill(s).

For a list of filter definitions for Max Agents Logged into CC, see the Report Filter Criteria article.

Max Agents with Skill Enabled

This value shows the largest number of agents simultaneously logged in to the given Contact Center skill(s), and has the skill(s) enabled.

For a list of filter definitions for Max Agents with Skill Enabled, see the Report Filter Criteria article.

Max Calls in Queue

This value shows the largest (maximum) number of calls in queue during selected time frame.

For a list of filter definitions for Max Calls in Queue, see the Report Filter Criteria article.

Max Calls Pending Callback

This value shows the largest (maximum) number of pending callbacks during the selected timeframe. In other words, this the highest number of callers waiting to receive a scheduled callback during the selected time frame.

A pending callback is when a caller selects to receive a callback and the caller is awaiting the callback. They will receive a callback when either they are first position in queue, or when an agent becomes available. This is dependent on how the callback feature is configured within the skill. Because the caller is awaiting a callback, they are considered a "pending callback".

For a list of filter definitions for Max Calls Pending Callback, see the Report Filter Criteria article.

MCW Duration

This value shows the total, maximum, average, or minimum duration that the selected agent(s) spent in a state of MCW (Missed Call Work).

MCW (Missed Call Work) is the state that your agents will be put in when they are presented a call within a skill and do not answer. It will keep the agent in a state of MCW for a total of 30 seconds. This is to prevent a call coming to the agent more than once, if the agent happens to miss the call upon it's initial offer.

For a list of filter definitions for MCW Duration Callback, see the Report Filter Criteria article.

Minutes in Timeframe

This value shows the total number of minutes in the selected timeframe.

For a list of filter definitions for Minutes in Timeframe, see the Report Filter Criteria article.

Missed Call Count

This value shows the total number of calls where the given agent(s)/skill(s) was involved in a ringing or queue event, but not a talking event, meaning they missed the call.

Note:

A single call that rang two different times for the same skill but was answered once will count as an answered call, not a missed call.
Calls that were answered by a second skill after being missed by the first skill will still count as missed for the first skill, even though the call itself was eventually answered.
In order for a skill to miss or answer a call, the call must first be presented to the skill. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

For a list of filter definitions for Missed Call Count, see the Report Filter Criteria article.

Percent of All Queue Calls that Schedule Callback

This value shows the total percent of calls that enter into the queue, then schedule a callback using the Queue Callback feature.

For a list of filter definitions for Percent of All Queue Calls that Schedule Callback, see the Report Filter Criteria article.

Ready Duration

This value shows the total, maximum, minimum, or average amount of time agents spent in a ready state for a skill.

An agent is considered to be ready for a skill when he/she is able to receive the skill's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into (enabled in) the skill.

For a list of filter definitions for Ready Duration, see the Report Filter Criteria article.

Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria article.

Row Count

This value shows the total number of rows found on the report.

For a list of filter definitions for Row Count, see the Report Filter Criteria article.

Scheduled Callback Count

This value shows the total number of calls that went into the queue and requested a scheduled callback during the given time frame.

For a list of filter definitions for Scheduled Callback Count, see the Report Filter Criteria article.

Scheduled Callback Percent

This value shows the percent of calls that went into the queue and requested a scheduled callback during the given time frame.

For a list of filter definitions for Scheduled Callback Percent, see the Report Filter Criteria article.

Seconds in Timeframe

This value shows the total number of seconds in the selected timeframe.

For a list of filter definitions for Seconds in Timeframe, see the Report Filter Criteria article.

Skill Login Duration

This value shows the total, maximum, minimum, or average block of time agents spent logged into their skill(s) during the given timeframe.

For a list of filter definitions for Skill Login Duration, see the Report Filter Criteria article.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events during the given timeframe.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria article.

Time to Accepted Callback

This value shows the total, maximum, minimum, or average time that it took for scheduled callbacks to accept the callback.

For a list of filter definitions for Time to Accepted Callback, see the Report Filter Criteria article.

Time to First Callback

This value shows the Total, Maximum, Minimum, or Average time that it took for Xima CCaaS to make the first attempt to call the scheduled callbacks.

For a list of filter definitions for Time to First Callback, see the Report Filter Criteria article.

Unaccepted Callback Count

This values shows the total number of scheduled callbacks that went unaccepted by the client when Xima CCaaS made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Count, see the Report Filter Criteria article.

Unaccepted Callback Percent

This values shows the percent of scheduled callbacks that went unaccepted by the client when Xima CCaaS made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Percent, see the Report Filter Criteria article.

Unanswered Call Count

This value shows the total number of inbound calls that entered the phone system but did not contain at least one talking event during the specified time frame. These are inbound calls that were never handled by a live agent.

For a list of filter definitions for Unanswered Call Count, see the Report Filter Criteria article.