Every predefined report metric builds on a small set of baseline terms. Metric Definitions establishes that vocabulary, then indexes where every predefined metric is documented — first by row type, then by the type of value each metric returns.

Baseline Definitions

Term	Definition
Presented	A call, chat, or email that reached a report row's scope and had a chance to be handled, whether or not it was.
Answered	A call that included at least one Talking event with a live agent.
Handled	A call, chat, or email picked up or worked by a specific agent, skill, or other scope.
Missed	A call that rang or entered queue but was never answered by that scope.
Unanswered	A call that never included a Talking event.
Abandoned	An inbound call that ended in something other than a Talking, Callback Scheduled, or Voicemail event. Every missed call counts as abandoned, but not every abandoned call counts as missed.
Accepted	A callback or chat taken up by an agent, rather than aborted, canceled, unaccepted, or missed.
Queued	Waiting in a skill's queue for an agent, before being offered or answered.
Ready	Logged in, not in a Do Not Disturb state, and not currently on a call, chat, or email.
Talking	The call event marking an agent actively connected to a caller.
Ringing	The call event marking a call alerting an agent or extension before being answered.
Overflow	The outcome when a call goes unanswered in one skill and is routed to another skill to be offered again.

📘
Abandoned vs. Missed
See Abandoned Calls vs. Missed Calls for a closer look at how those two outcomes overlap and differ, and Cradle to Grave Terminology for the full list of call events referenced above.

Reference by Row Type

Every row type draws its available metrics from its own Report Definition, which lists every metric for that row type along with its full definition. The Predefined column options in Column Types come from these same definitions. The table below indexes each Report Definition by row type.

Row Type	Metric Definitions Reference
Account Code	Account Code Report Definition
Agent	Agent Report Definition
Audit Event	Audit Event Report Definition
Call	Call Report Definition
Call Direction	Call Direction Report Definition
Call Event	Call Event Report Definition
Caller ID	Caller ID Report Definition
Email	Email Report Definition
External Number	External Number Report Definition
Feature	Feature Report Definition
Group	Group Report Definition
Local Number	Local Number Report Definition
Messaging	Messaging Report Definition
None	"None" Report Definition
Reason Code	Reason Code Report Definition
Role	Role Report Definition
Skill	Skill Report Definition
Tag	Tag Report Definition
Time	Time Report Definition

📘
Comparing Metrics Across Row Types
See Metrics Matrix for a spreadsheet cross-referencing every metric across all nineteen row types, including a row-type-agnostic definition and category tagging for each.

Reference by Metric Type

Every predefined metric also falls into one of ten value types, independent of row type. The sections below group every metric by that type; see the row type table above, or the Metrics Matrix, for a metric's full definition.

Count

The number of times a specific occurrence happened within a report row's scope.

Abandoned Call Count
Abandoned Chat Count
Aborted Callback Count
Accepted Callback Count
ACW Count
Answered Call Count
Answered Chat Count
Average Calls per Hour
Average Chats per Hour
Average Daily Call Count
Call Count
Call Count with Event Sequence
Call Event Count
Caller Count
Caller ID Count
Canceled Callback Count
CC Call Ready Count
CC Chat Ready Count
Chat Count
Chat Event Count
Chats including Phrase Count
Completed Email Count
Days in Timeframe
Email Count
Email Event Count
Email Response Count
Email Thread Count
External Number Count
Feature Count
Final Agent Call Count
Final Skill Call Count
Final Skill Chat Count
Handled Call Count
Hours in Timeframe
Inbound Call Count
Initial Agent Call Count
Initial Skill Call Count
Initial Skill Chat Count
Internal Call Count
MCW Count
Minutes in Timeframe
Missed Call Count
Missed Call Offer Count
Missed Chat Count
Outbound Call Count
Outbound Connected Call Count
Overflowed Call Count from Skill
Overflowed Call Count to Skill
Presented Call Count
Presented Chat Count
Presented Email Count
Queued Call Count
Queued Email Count
Reason Code Count
Reason Code Use by Unique Agent
Row Count
Scheduled Callback Count
Seconds in Timeframe
Snoozed Callback Count
Spam Email Count
Transferred Calls from Agent
Transferred Calls to Agent
Transferred Chats from Agent
Transferred Chats to Agent
Unaccepted Callback Count
Unanswered Call Count

Percent

The share of a specific occurrence within a report row's scope, expressed as a percentage.

Abandoned Calls in Queue Percent
Abandoned Calls Percent
Abandoned Chats Percent
Aborted Callback Percent
Accepted Callback Percent
Answered Calls Percent
Answered Chats Percent
Canceled Callback Percent
Chats including Phrase Percent
Missed Calls Percent
Missed Chats Percent
Negative Sentiment Percent
Positive Sentiment Percent
Scheduled Callback Percent
Snoozed Callback Percent
Unaccepted Callback Percent

Duration

The total, maximum, minimum, or average length of time associated with a report row's scope.

Abandoned Wait Duration
ACW Duration
Agent Speed of Answer
Call Duration
Call Duration with Event Sequence
Call Event Duration
CC Call Ready Duration
CC Chat Ready Duration
CC DND Duration
CC Login Duration
Chat Duration
Chat Offer Duration
Chat Speed of Answer
Dialing Duration
Email Duration
Email Event Duration
Email Focused Duration
Email On Hold Duration
Email Pending Agent Review Duration
Feature Duration
Group Speed of Answer
Handled Call Duration
Hold Duration
Idle Duration
Inbound Call Duration
Inbound Talking Duration
MCW Duration
Outbound Call Duration
Outbound Talking Duration
Park Duration
Queue Duration
Queue Offer Duration
Queued Chat Duration
Queued Email Duration
Ready Duration
Reason Code Duration
Ringing Duration
Skill Login Duration
Skill Speed of Answer
Speed of Answer
Talking Duration
Time to Accepted Callback
Time to First Callback
Transfer Hold Duration

Peak

The largest number of a specific occurrence happening simultaneously, at any point during the selected time frame.

Max Agents Logged into CC
Max Agents Logged into Extension
Max Agents Logged Into Group
Max Agents Logged Into Skill
Max Agents Ready
Max Agents with Call Channel Ready
Max Agents with Chat Channel Ready
Max Agents with Feature Enabled
Max Calls in Queue
Max Calls Pending Callback
Max Chats in Queue

Identifier

A system-generated unique ID for a call, email, feature instance, or QA evaluation.

Call ID
Call Key
Conversation ID
Email ID
Feature ID
QA Evaluation Result IDs
QA Evaluation Template IDs

Boolean

Whether a specific condition was true for a report row's scope. Shown as a check mark when true.

Includes Call Event Sequence
Is Abandoned
Is Answered
Is Email Completed
Is Email Sent
Is Email Spam
Is Recorded
Is Scored
Is Unanswered

Timestamp

The date and time a call, event, or feature instance started, ended, or was created.

End Time
Note Creation Time
Start Time

Value

A Session Parameter value captured mid-call by an IVR action, typed to match how it was captured.

Session Parameter Boolean
Session Parameter Decimal
Session Parameter Duration
Session Parameter Percent
Session Parameter Text

List

Every distinct value of a kind associated with a report row's scope, comma-separated when there is more than one.

Caller ID List
External Number List

Attribute

A single descriptive value tied to a call, email, agent, or other entity, without aggregation.

Access Level
Account Code
Action Description
Agent
AI Insight Topics
Audit Event Type
Call Direction
Call Event Type
Caller ID
Calling Agent
Calling Party
Calling Party Number
Chat Media Type
Day of Week
Dialed Party Number
Email Bcc
Email Cc
Email Direction
Email From
Email To
External Number
Feature Enabled
Feature Type
Final Agent
Final Call Event
Final Group
Final Sentiment
Final Skill
Final Tag
Group
Initial Agent
Initial Skill
Initial Tag
Internal Party
Latest Caller ID
Latest External Number
Note Author
Note Text
Reason Code
Receiving Agent
Receiving Party
Recording Details
Recording Hash Value
Recording Integrity
Reply Email Bcc
Reply Email Cc
Reply Email From
Reply Email To
Skill
Tag
Topics
Transcript Summary
U.S. City
U.S. City, State
U.S. State
User Account