Time Report Value Definitions
This article is a comprehensive list of available values and their definitions that you may choose from when creating a Time report.
% Calls Answered w/in SLA
This value shows the percent of inbound calls that were answered within the set service level agreement (SLA). This is accomplished by dividing calls answered within the SLA by answered calls.
This value is a custom formula which means that as a formula, it can be edited to reflect your specific needs and definitions. It is recommended that you adjust the SLA to fit your needs. You can do so by adjusting the "Speed of Answer" filter in the report filters.
Service Level Agreement (SLA)
While the definition of service level agreement may vary, by default, the definition in Xima CCaaS refers to calls that were answered within a specific time frame. (i.e., calls answered within less than ten seconds. The SLA can be adjusted while configuring the formula.
For a list of filter definitions for % Calls Answered w/in SLA, see the Report Filter Criteria article.
Abandoned Call Count
This value shows the number of inbound calls that did not end in a talking or voicemail event during given time interval. This could be any call ending in a queue event, ringing event, etc.
For a list of filter definitions for Abandoned Call Count, see the Report Filter Criteria article.
Abandoned Calls in Queue Percent
This value shows the total percent of calls that were abandoned while in the queue during the given time interval. 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 during the given time interval. 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.
Abandoned Chat Count
This value displays the total count of external chats that were abandoned during the given time interval. A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".
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.
Note: This value requires the Contact Center Web Chat license. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.
For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria article.
Abandoned Wait Duration
This value shows the total, maximum, minimum, or average duration that a caller waited before abandoning the call during the given time interval. An abandoned call is a call that did not end in a talking or voicemail event.
For a list of filter definitions for Abandoned Wait Duration, see the Report Filter Criteria article.
Accepted Callback Count
This value shows the total number of scheduled queue callbacks accepted during the given time interval.
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 during the given time interval.
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 Percent, see the Report Filter Criteria article.
ACW Count
This value shows the total number of times agents were in a state of After Call Work during the given time interval.
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 until the ACW duration ends. By default, the agent will automatically be in an ACW state for 30 seconds when a call ends. 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. The "snooze" duration
For a list of filter definitions for ACW Count, see the Report Filter Criteria article.
ACW Duration
This value shows the total, maximum, average, or minimum duration agents spent in the After Call Work state during the given time interval.
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 came in during the given time interval.
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.
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 calls that included at least one Talking event with an agent, meaning that agent answered the call during the given time interval.
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 calls that included at least one Talking event with an agent, meaning that agent answered the call during the given time interval.
For a list of filter definitions for Answered Call Percent, see the Report Filter Criteria article.
Call Count
This value shows the total number of calls associated with the given time interval.
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 calls associated within the given time interval.
For a list of filter definitions for Call Duration, see the Report Filter Criteria article.
Calls Answered after Service Level
This value shows the total number of inbound calls that were answered after the set service level agreement (SLA). This is accomplished by dividing calls answered within the SLA by answered calls.
This value is a custom formula which means that as a formula, it can be edited to reflect your specific needs and definitions. It is recommended that you adjust the SLA to fit your needs. You can do so by adjusting the "Speed of Answer" filter in the report filters.
Service Level Agreement
While the definition of service level agreement may vary, by default, the definition in Xima CCaaS refers to calls that were answered within a specific time frame. (i.e., calls answered within less than ten seconds. The SLA can be adjusted while configuring the formula.
For a list of filter definitions for Calls Answered after Service Level, see the Report Filter Criteria article.
CC Login Duration
This value shows the total, maximum, minimum, or average amount of time that agent(s) spent logged into their Contact Center skill(s) during the given time interval.
For a list of filter definitions for CC Login Duration, see the Report Filter Criteria article.
Chat Count
This value shows the total number of inbound chats associated with the selected agent(s) during the given time interval.
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.
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 Chat Count, see the Report Filter Criteria article.
Chat Duration
This value shows the total, maximum, minimum, or average duration of all external web chats associated with the given time interval. (The desired duration can be selected while configuring this value.)
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 enabled in the skill.
Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the Web Chat 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 Chat Duration, see the Report Filter Criteria article.
Chats including Phrase Percent
This value shows the percent of instances in which a specific key word or key phrase is used or said in the chat sessions during the given time interval. (The key word/phrase can be established when configuring the value.)
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.
Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the Web Chat 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 Chat including Phrase Count, see the Report Filter Criteria article.
Day of Week
This value shows the day of the week that the calls on the report took place during the given time interval.
Note: This value will only display the day of week when using the following time intervals:
- Minutes per row
- Hours per row
- Days per row
- Weeks per row
- Months per row
- Years per row
For a list of filter definitions for Day of Week, see the Report Filter Criteria article.
Discretionary Not Ready Duration
"Discretionary Not Ready" is when an agent is not ready to take a call and they place their phone in a state of "Not Ready," which prevents calls from being sent to them. This value shows the total length of time that an agent, by their own doing, placed themselves in a state of "Not Ready" for the given time interval.
For a list of filter definitions for Discretionary Not Ready Duration, see the Report Filter Criteria article.
DND Duration
This value shows the total, maximum, minimum, or average length of time that agents spent in a state of Do Not Disturb during the given time interval.
For a list of filter definitions for DND 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 time interval. The desired event(s) to report on will be selected when configuring the value.
For a list of filter definitions for Event Duration, see the Report Filter Criteria article.
Extension Login Duration
This value shows the total, maximum, minimum, or average amount of time the agent(s) spent logged in to their extension during the given time interval.
For a list of filter definitions for Extension Login Duration, see the Report Filter Criteria article.
Feature Count
This shows the total number of features that this agent was associated with that fit the selected criteria.
Note: Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.
For a list of filter definitions for Feature Count, see the Report Filter Criteria article.
Feature Duration
This shows the total, maximum, minimum, or average amount of time the agent(s) spent with the specified feature (DND, Group Login, Idle, etc.) enabled during the given time interval.
Example: So, 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 onto Do Not Disturb within the given time interval.
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 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 associated with the selected agent/skill during the given time interval.
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 (max) number of agents simultaneously logged in to the specified Contact Center skill(s) during the given time interval.
For a list of filter definitions for Max Agents Logged into CC, see the Report Filter Criteria article.
Max Agents Logged into Extension
This value shows the largest number of agents simultaneously logged in to their extension during the given time interval.
For a list of filter definitions for Max Agents Logged into Extension, see the Report Filter Criteria article.
Max Agents Logged Into Skill
This value shows the largest number of agents simultaneously logged in to the selected skill(s) during the given time interval.
For a list of filter definitions for Max Agents Logged into Skill, see the Report Filter Criteria article.
Max Agents Ready
This value shows the largest (max) number agents that were logged in to the assigned skill(s) and ready to take a call during the given time interval.
For a list of filter definitions for Max Agents Ready, see the Report Filter Criteria article.
Max Agents with Feature Enabled
This value shows the largest (max) number of agents with the selected feature enabled. Features consist of phone activities such as Extension/Skill login, Do Not Disturb/Not Ready, ACW, etc.
Features are enabled when the feature becomes active (e.g. the agent logs into a skill). Features become disabled when that feature becomes inactive (e.g. the agent logs out of that skill).
For a list of filter definitions for Max Agents with Feature Enabled, see the Report Filter Criteria article.
Max Calls in Queue
This value shows the largest (max) number of calls associated with the given skill that were simultaneously waiting in queue during the given time interval.
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 (max) number of scheduled callbacks associated with the given skill that were simultaneously waiting (pending) to receive a callback during the given time interval.
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 Max Calls Pending Callback, see the Report Filter Criteria article.
MCW Duration
This value shows the total, maximum, average, or minimum duration that agent(s) spent in a state of MCW (Missed Call Work) during the given time interval.
MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.
For a list of filter definitions for MCW Duration, see the Report Filter Criteria article.
Percent of Calls Lost in Queue
This value shows the percentage of inbound calls where the caller reached a queue and hung up before being answered by an agent, meaning the call was lost (abandoned) while in the queue during the given time interval.
For a list of filter definitions for Percent of Calls Lost in Queue, see the Report Filter Criteria article.
Presented Call Count
This value shows the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call during the given time interval.
Note:
- This column does not look for Talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
- An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.
For a list of filter definitions for Presented Call Count, see the Report Filter Criteria article.
Queue Duration
This value shows the total, maximum, minimum, or average duration of all queue events during the given time interval.
For a list of filter definitions for Queue Duration, see the Report Filter Criteria article.
Queued Chat Duration
This value shows the total, maximum, minimum, or average duration that all external web chats spent waiting in the chat queue during the given time interval.
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 enabled in the skill.
Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the Web Chat 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 Queued Chat Duration, see the Report Filter Criteria article.
Ready Duration
This value shows the total, maximum, minimum, or average block of time agent(s) spent in a Ready state for their skill(s) during the given time interval.
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 the given skill.
For a list of filter definitions for Ready Duration, see the Report Filter Criteria article.
Reason Code Count
This value shows the number of times a reason code was used by agents during the given time interval.
Reason codes are customized codes that your agents can apply to the features of Do Not Disturb/Not Ready, Group Login, and Extension Login via the Contact Center Agent Client (CCAC).
For a list of filter definitions for Reason Code Count, see the Report Filter Criteria article.
Reason Code Duration
This value shows the total, maximum, minimum, or average duration that agents spent in a specific reason code during the given time interval.
Reason codes are customized codes that your agents can apply to the features of Do Not Disturb/Not Ready, Group Login, and Extension Login via the Contact Center Agent Client (CCAC).
For a list of filter definitions for Reason Code Duration, see the Report Filter Criteria article.
Ringing Duration
This shows the total, maximum, minimum, or average duration of all ringing events associated for the selected skill(s) during the given time interval.
For a list of filter definitions for Ringing Duration, 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 interval.
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 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 interval.
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 Scheduled Callback Percent, 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 time interval.
For a list of filter definitions for Skill Login Duration, see the Report Filter Criteria article.
Skill Speed of Answer
This value shows the total, maximum, minimum, or average time it took for the agents in the selected skill(s) to answer their phones when a call came to their skill during the given time interval.
Speed of answer is defined as the total duration of the ringing and queue events associated with the skill or the agents in the skill before the call's first talking event.
For a list of filter definitions for Speed of Answer, 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 time interval.
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 during the given time interval.
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 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 during the given time interval.
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 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 during the given time interval.
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 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 during the given time interval.
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 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.
Updated about 1 year ago