TIP Quick Label Definitions
STATISTICS GLOSSARY LABEL Description
nn:00 The nnth hour of the day. Not to be confused with duration data
displayed in this format. If this is a label, such as 07:00, or 23:00 it refers to that hour during a 24 hour day in military time format. So 23:300 is 11pm and 07:00 is 7 AM.
System name: UNDEF
AAA Average Active Agents. The average number of unique agents that
had that were in TALK or READY mode in the split(s) in the specified reporting interval. Even if a given agent logs in and out of the same split several times, they are counted only once in that split for this statistic. By convention, this is calculated by sampling and adding together the number active agents in each 15 minute block within the reporting period, then normalizing by the number of 15 minute blocks within the reporting period.
System name: UNDEF
AApost Number of calls handled by an agent after using auto attendant.
System name: PAA
AApost% Percentage of calls handled by an agent after using auto attendant.
System name: PAAR
AApre Number of calls handled by an agent before using auto attendant.
System name: AAA
AApre% Percentage of calls handled by an agent before using auto attendant.
System name: AAAR
AACWT Average After-Call Work Time. The average duration agents spent in
after-call work mode, for the split(s)/queue(s) and date range specified. Some reports in the Library may display this statistics at AAWT. Formula
(Total After-call work time/Total after-call work instances) System name: AAWT
ABall Average break mode duration for all break modes, for the
split(s)/queue(s) and date range specified. System name: UNDEF
AB(n) Average break mode duration for break mode n, for the
split(s)/queue(s) and date range specified. System name: UNDEF
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STATISTICS GLOSSARY (cont’d)
ABN (ABA)
Abandoned. This is the total number of abandoned ACD calls for the
reporting interval specified. Calls in this category disconnected while assigned to an ACD queue, or while ringing on an ACD line
(Abandoned at Agent), or in a between where it was not assigned to any queue or agent (stranded). This typically means that the caller simply hung up while waiting in one of those situations. Note that ABA is used in some older reports in the Library.
Types of abandons…
o In Queue (assigned to a split)
Indicates any call abandoned in queue (in a split), exclusive of other subtypes. This is the default.
o In IVR and Queue (assigned to a split AND on an IVR port) Indicates any call abandoned in queue while also connected to an IVR port. Queued calls remain queued when they are sent to an IVR port. So, queued callers who hang up while using any IVR port for custom IVR, Automated Attendant, and so on, will be counted in abandoned statistics (ABN, ABR) shown in Split reports.
o At Agent (transferring from a split to an agent)
Indicates any call abandoned while transferred by the ACD from a queue to an agent. This indicates that the caller hung up while the agent phone was ringing with the call, or just prior. By definition, there is a queue associated with an abandoned-At Agent call, so this type of abandon does contribute to the abandon statistics (ABN, ABR) shown in Split reports. o Stranded
Indicates any call abandoned while not on an IVR port, not in queue, and not at an agent. By definition, there is no queue associated with an abandoned-stranded call, so this type of abandon does NOT contribute to the abandon statistics (ABN, ABR) shown in Split reports. The only place this type appears is in the Daily Summary report.
What this is telling you…
For a call to be in any abandon category, it is typically an indication that the call was disconnected by the caller before reaching their intended destination, ie an agent, or an IVR application, extension, etc.
STATISTICS GLOSSARY (cont’d)
ABN1 Abandons Handled in Service Grade Level 1. The Report Generator
allows you to specify 3 separate service grade levels in seconds.
System name: GA1
ABN2 Abandons Handled in Service Grade Level 2. The Report Generator
allows you to specify 3 separate service grade levels in seconds.
System name: GA2
ABN3 Abandons Handled in Service Grade Level 3. The Report Generator
allows you to specify 3 separate service grade levels in seconds.
System name: GA3
ABR Abandon Rate. The percentage of calls abandoned in queue, or at an
agent, for the split(s)/queue(s) and date range specified. In Split reports, this includes the three abandon types associated with queues,
o Abandoned in Queue
o Abandoned in Queue and IVR o Abandoned at Agent
Abandon statistics (ABN, ABR) in Split reports do not include Abandoned-Stranded calls because by definition, there is no split associated with such calls.
Formula
(ABN/calls) X 100%, where calls is the number of unique calls queued to that split for the given reporting constraints.
System name: UNDEF
ACCT Account number. This is the account number field associated with a
given call. The TFB system allows each call to be tagged with, or attached to, 3 standard fields of data – account, name, and
miscellaneous. The call could be tagged by a custom IVR program, by
the Call Center Routing ANI Matcher function, or other custom code. What data actually goes into each of the 3 fields varies from site to site.
System name: TA
ACD ACD Number. This For sites with multi-acd enterprise reporting, this is
the ACD number assigned to each site.
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STATISTICS GLOSSARY (cont’d)
ACT Average communication time (talk + hold). This is the total time all
callers in the reporting interval spent connected to agent phones, including both in talk and on hold, normalized by the total number of calls in the reporting interval.
Formula
(ABN/calls) X 100%, where calls is the number of unique calls queued to that split for the given reporting constraints.
System name: UNDEF
ADA Average Delay to Abandon. This is the average duration calls were in
the queue in which they were abandoned for the reporting interval specified. Time a call spent in other queues, prior to abandoning, is not counted in this statistic. NOTE: For calls that are abandoned while queued to multiple splits, the ACD selects which of those splits the abandon is assigned to, and that is the split ACD reports uses as the abandoned split.
System name: ADA
ADQ Average Delay in Queue. This is the average duration calls were in
the queue in which they were answered, for the reporting interval specified. The time a call spent in other queues, prior to being answered in the current queue, is not counted in this statistic. Calls abandoned are not used to calculate this stat.
System name: adq
ADS Average Duration in System. This is the average duration calls were
in the ACD for the reporting interval specified. It includes the time calls in the ACD were also connected to an IVR port, talking to an agent on an ACD line, queued, or routed within the ACD.
System name: ADS
AGTavg Average Agents in System. The average number of unique agents
that had that were in TALK or READY mode in the split(s) in the specified reporting interval. Even if a given agent logs in and out of the same split several times, they are counted only once in that split for this statistic. By convention, this is calculated by sampling the number active agents in each 15 minute block within the reporting period.
Formula
AIS = (Sum Agts)in all 15min blocks /(number of 15 min. block in interval) System name: AAIS
AGTS Agents in System. The number of unique agents that had that were in
TALK or READY mode in the split(s) in the specified reporting interval. Even if a given agent logs in and out of the same split several times, they are counted only once in that split for this statistic. By convention, this is calculated by sampling the number active agents in each 15 minute block within the reporting period.
STATISTICS GLOSSARY (cont’d)
AHLT Average Hold Time. This is the total time ACD calls were on hold,
normalized by number of calls answered for the reporting interval specified.
Formula
AHLT = (total hold time/answered call instances), where answered call instances may include the same call answered more than once.
System name: UNDEF
AHT Average Handle Time. This is the average time it took an agent to
handle a call for the reporting interval specified. The Handle Time for a call is calculated from the time the agent answered, to the time the agent or caller hung up, plus the duration of After Call Work mode.
Formula
AHT = (Total Handle Time)/(answered call instances),
Where… answered call instances may include the same call answered more than once. Total Handle Time is the sum of talk time + hold time +
after-call work time for all calls queued to that split for the given
reporting constraints. System name: UNDEF
AID Agents ID. The ACD agent ID.
System name: UNDEF
ANI Automatic Number Identification. The 10-digit phone number of the
calling party. (See CLID) System name: UNDEF
ANS Answered calls. (ANS or ANSi) In reports that show unique CALLS,
ANS indicates the number of unique calls answered by agents for the reporting interval specified. In reports that show call presentations, ANS indicates the number of ANS events including those for calls that have been queued to the same split more than once. System name: UNDEF
APT Average PBX call Time. The average call time on call center agent
PBX lines, including inbound and outbound calls, as reported by the SMDR feed in the switch. System name: UNDEF
ART Average Ready Time. This is the average time agents spent in
READY mode for the reporting interval. It is calculated from the sum of all ready durations divided by the total number of instances agent phones went from another mode into READY mode.
Formula
ART = (total Ready time)/(number of changes into READY mode)
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STATISTICS GLOSSARY (cont’d)
ASA Average Speed to Answer. This is the total time to answer for all calls
in the reporting interval, divided by the number of calls answered in the reporting interval.
Formula
ASA = (tanswer 1 + tanswer 2 …+ tanswer N ) / Number of answers
Where tanswer 1 is the answer time in seconds of the first call,
tanswer 2 is the answer time in seconds of the second call, and
so on. This is normalized by the total number of calls answered for the interval.
The time to answer for each call is measured from the time the call was queued to the time it was answered by an agent. The time to answer is measured from the time it was queued in the split it was actually answered in. This is true also for any call queued to multiple splits, where the speed to answer is calculated from the time queued to the split in which it was eventually answered. The time the call was queued to othere splits, in which the call was not answered, is irrelevant to this calculation.
Any calls queued but not answered are not used in this calculation in any way.
System name: ASA
ASB Average Speed to Abandon. The average time from the queuing
event to abandon for abandoned calls in the specified split.
System name: ASAB
ATT Average Talk Time. Talk time is measured from the time the agent
answers the ACD line, to the time the call is disconnected or transferred, including hold time
Formula
ATT = (ttalk 1 + ttalk 2 …+ ttalk N ) / N
Where ttalk1 is the talk time in seconds of the first call, ttalk 2 is the talk
time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s)
specified in the report. System name: UNDEF
Avg Average. Used along with the specific statistic to indicate that the value
is an average. System name: UNDEF
AW(n) Average Work Duration in Mode. The average time spent in work
mode n for the reporting interval specified. Displayed as AW0, AW1, AW3… System name: UNDEF
STATISTICS GLOSSARY (cont’d)
AWall Average Work Duration in all Modes. The average time spent in all
Work modes for the reporting interval specified. This includes after-call work.
System name: AWA
AWT Average Work Time. The average time spent in non-modal* Work
mode for the reporting interval specified. This includes after-call work. *This is for systems that don’t support numbered work modes.
System name: AWT
CALLS ACD call total. The number unique ACD calls for the given reporting
interval. Although call counts are gathered in various ways, depending on the report, total calls for a given DNIS should be the sum of calls in all disposition categories for the same time period.
Calls By DNIS = ABN + ANS + ALL OTHER DISPOSITIONS
Note that total calls by split typically do not equal the sum of all dispositions, because calls can be queued to more than one split, increasing the per split call total, but a call has only one disposition.
Calls By Split ≠ ABN + ANS + ALL OTHER DISPOSITIONS
System name: CCC
CALLSpbx PBX call total.
System name: PBX
CALLT ACD call duration.
System name: CD
CDP Contact Disposition. The number of unique calls handled by an agent.
System name: CDP
CF Callbacks Failed. Number of callbacks that fail to reach the original
caller. Callbacks can fail because of a busy signal, tri-tone, or no answer. This statistics is incremented only once per unique callback in the system, not each instance of a given callback failing on retry. Presentations. System name: cf
CHp Calls Handled. The number of call presentations handled by an agent.
System name: PH
CHc Calls Handled. The number of call presentations handled by an agent.
System name: CH
CH% Call Handle Rate. The percentage of calls actually handled.
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STATISTICS GLOSSARY (cont’d)
CHgos Calls Handled within Grade. The number of calls handled by agents
where the call was answered within the grade threshold.
System name: GC
CHivr IVR Calls Handled. The number of call presentations handled by the
IVR. In newer versions, this is labeled CPivr.
System name: IHP
CH(n) Calls Handled. The number of call presentations handled by an agent
in service level n, where n is 1, 2, or 3, corresponding to the thresholds set in the Report Generator for GOS 1, 2, and 3.
System name: GC(n)
CLID Calling Line ID. The 10-digit phone number of the calling party. (See
ANI) System name: UNDEF
CO Calls Offered. Unique calls offered. Used in Report Library only. Same
as Calls in the RG. System name: CO
CP Call Presentations. Number of ACD call presentations for the reporting
interval in question. Presentations are not necessarily unique calls as the same call can be presented multiple times to a given pilot, split or agent. In the Report Generator, Contact type report,
CP = CPacd + CPpbx + CPivr Presentations. System name: PRE
CPacd Call Presentations managed by the ACD. ACD Managed
Presentations. System name: UNDEF
CPivr Call Presentations made to the IVR. Total number of call
presentations, including repeat presentations of the same call, to the the TFB IVR system in the reporting interval specified. In prior versions this was labeled CHivr.
System name: IHP
CPpbx Call Presentations made to the PBX. Total number of call
presentations, including repeat presentations of the same call, to the the TFB IVR system in the reporting interval specified.
System name: UNDEF
CPque Call Presentations made to an ACD queue or split. Total number of
call presentations, including repeat presentations of the same call, to the ACD queues or splits in the reporting interval specified. In the Report Generator Contact type report, CPque = CH + XFR + ABN.
System name: PO
CR Calls Recovered. The number of calls sent to an agent that were
returned to queue by the ACD because the agent didn’t answer.
System name: CR
CTT Contact Talk Time. The total talk time for the entire call.
STATISTICS GLOSSARY (cont’d)
CUS Client / Unit / Subunit. The client, business unit, and business subunit
assigned to a pilot or call by the TFB system. TFB allows you to filter reporting by these business units.
System name: CUS
DN Agent Station Number. This is used interchangeably with STN. DPD Call Disposition Detail. System name: DPD
DQ Delay in Queue.
System name: DQ
DUR Duration. System name: DUR
DVA Standard Deviation of Answer Speed. System name: DVA EI External Inbound PBX calls. This is the total number of trunk calls
made to PBX lines from an external number for the reporting interval specified. This statistic does NOT include internal, station to station calls. System name: UNDEF
EDNIS Enterprise DNIS. Designed for use in multi-ACD systems. This is the
local DNIS and the ACD number. System name: UNDEF
EO External Outbound PBX calls. This is the total number of trunk calls
made from PBX lines to an external number for the reporting interval specified. This statistic does NOT include internal, station to station calls. System name: UNDEF
EOD End of Day. System name: UNDEF
EPILOT Enterprise Pilot. Designed for use in multi-ACD systems. This is the
local Pilot and the ACD number. System name: UNDEF
ext_in_dur Inbound External PBX Calls Duration in seconds or HH:MM:SS.
Duration includes only inbound trunk calls on a PBX line. System name:
UNDEF
ext_in_cnt Inbound External PBX Calls Count. Includes only inbound trunk calls
on a PBX line. System name: UNDEF
ext_out_dur Outbound External PBX Calls Duration in seconds or HH:MM:SS.
Duration includes only outbound trunk calls on a PBX line. System
name: UNDEF
ext_out_cnt Outbound External PBX Calls Count. Includes only outbound trunk
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STATISTICS GLOSSARY (cont’d)
GOS Grade of Service. The % of calls answered within service level
specified for that split*, for the reporting interval specified. Service level is defined by the maximum time allowed between the call being queued to the split in which it was answered and that call being answered by an agent. Calls answered within that maximum time are said to be ‘in grade’ and are used in this calculation.
Formula
100% X (total calls answered in grade/total number of calls answered) For the specified reporting interval.
For DNIS reports, this statistic reflects the last queue each call was answered in. For split reports, this stat reflects all instances of calls queued and answered in every split specified in the reporting interval. *-The CTI Server Configuration Manager allows users to specify the service level threshold for calculating GOS, per split. By default, this is