| Metric | Source | Method/Formula | Definition |
|---|---|---|---|
| Client Call Volume | Interaction logs or session analytics | Export session data via the Session Logs API or Analytics Dashboard | NA |
| Intent ID Rate | NLU performance metrics in AI Agents analytics | Use the Intent Recognition API or export Intent Analytics | NA |
| Fallout Disconnect Volume and Rate | Interaction events in the platform | Query disconnection events using Session Events API and filter events with reasons such as CX error | NA |
| Successful Disconnect Volume and Disconnect Rate | Analytics Dashboard or Custom Reports | Filter sessions where tasks completed successfully and no agent escalation occurred | NA |
| Total Disconnect Volume and Disconnect Rate | Analytics on session drop-offs | Analyze logs for session disconnections before queue assignment | NA |
| Agent Handoff Volume and Rate | Escalation data from the AI Agent configuration | Extract handoff events using the Agent Escalation API | NA |
| Calls Saved and Containment Rate | Containment metrics in analytics | Track sessions without escalations or callbacks using session IDs and timestamps | NA |
| Transfer Rate | Agent interaction logs | Analyze warm and cold transfer events | NA |
| Misroute Rate | Wrap-up codes or agent feedback in analytics | Query session tags or agent logs using APIs | NA |
| Re-prompt Rate | AI Agent error-handling logs | Count re-prompt events in session logs | NA |
| AI Agents AHT | Analytics Dashboard (Handle Time section) | Export handle-time data using the analytics API | NA |
| Client Experience Score | CSAT feedback module | Fetch CSAT survey responses | NA |
| Task Completion Rate | Task Analytics | Query successful task completions using the Task Execution Metrics API | NA |
| Average Handle Time (AHT)* | Agent analytics or reports | Aggregate Talk Time, Hold Time, and After Call Work from session logs | Total handle time of the conversation in seconds API: Contact Volume API Parameter: CallVolumeUpdate.conversationHandleTime |
| Talk Time | Interaction logs | Extract agent-client conversation durations | Total talk time during the conversation in seconds API: Contact Volume API Parameter: CallVolumeUpdate.conversationTalkTime |
| Hold Time | Interaction logs | Query session logs for hold events | Total hold duration in seconds during the call API: Contact Volume API Parameter: CallVolumeUpdate.holdDuration |
| After Call Work (ACW) | Agent interaction reports | Extract ACW duration from agent session logs | After-call work duration in seconds API: Contact Volume API Parameter: CallVolumeUpdate.acwDuration |
| Net Calls Handled (NCH)* | Analytics Dashboard or custom agent reports | Export total handled calls for each agent | NA |
| Sample Size | Control or test-group assignment in analytics | Export agent metadata and session data | NA |
| Same Day Callback (SDCB) + 1 | Interaction logs with timestamps | Identify callbacks using client IDs and timestamps | NA |
| Client Availability* | Agent activity logs | Actual productive time / Expected productive time | NA |
| FCR | Session interaction logs | Analyze client interactions within a 7-day window | NA |
| Agent Satisfaction | Feedback from agent assist logs | Extract agent feedback using the Agent Assist Feedback API | NA |
| CSAT | Post-interaction surveys | Fetch CSAT ratings using the survey response export feature | NA |
| Uptime | System health logs or monitoring tools | Use AI Agent monitoring APIs or analytics to track uptime | NA |
| Latency | Session analytics or logs | Extract latency values from interaction response times | NA |
| Usage Adoption | Agent activity logs | Calculate usage percentage from augment feature access logs | NA |
| Model Accuracy Score | NLU Model Performance Dashboard | Export intent and entity accuracy metrics from analytics | NA |
| Total Conversations | Dashboard → Automation / Queues & Agents / Interactions Report / Total Volumes Report / Queue Metrics Interval Report / Queue Metrics Summary Report / Call Details API / Call Volume API | NA | All conversations entering the Contact Center AI routing system that match the selected filters |
| Waiting | Dashboard → Queues & Agents | NA | All calls or chats currently waiting in queue |
| Ongoing | Dashboard → Queues & Agents | NA | All calls or chats currently interacting with agents |
| Idle | Dashboard → Queues & Agents | NA | All calls or chats where the customer remains inactive for a period of time |
| Expired | Dashboard → Queues & Agents | NA | All calls or chats that ended without a disposition |
| Completed | Dashboard → Automation / Queues & Agents / Queue and Agent performance tables / Dashboard-Interactions / Interactions Report / Total Volumes Report / Queue Metrics Interval Report / Queue Metrics Summary Report / Agent Metrics Daily Report | NA | All calls or chats in completed state, including closed, abandoned, or terminated conversations |
| Abandon Rate | Dashboard → Queues & Agents / Monitor tab-SLA / Queue Metrics Summary Report | (Number of conversations abandoned / Number of conversations closed) * 100 | All calls or chats that entered the queue but disconnected before completion |
| Queue Load | Dashboard → Queues & Agents | ((Voice + (Chat / 3) + (Messaging / 8) + (Email / 10)) * 100) / Available Agents | NA |
| Resolved Rate | Dashboard → Queues & Agents | (Number of conversations closed with disposition = Resolved / Number of conversations closed) * 100 | Calls or chats resolved successfully |
| Average Pick-up Time | Dashboard → Queues & Agents / My Dashboard | Sum of the time from ringing start to pickup / Number of conversations answered | Average time taken to answer conversations |
| Average Engagement Time | Dashboard → Queues & Agents / My Dashboard | Sum of the time from agent conversation start to conversation end / Number of conversations answered | Average engagement duration |
| Average Talk Time | Dashboard → Queues & Agents / My Dashboard / Queue Metrics Reports / Agent Metrics Reports / Call Volume API / Monitor tab | Average Engagement Time - Mute/Hold Time | Average talk duration |
| Average Mute/Hold Time | Dashboard → Queues & Agents / My Dashboard | NA | Average mute or hold duration for agents |
| Average Speed to Answer (ASA) | Dashboard → Queues & Agents / My Dashboard / Queue performance tables / Queue Metrics Reports / Call Volume API / Monitor tab / Service levels | NA | Average time between queue entry and agent acceptance for answered conversations |
| Average First Response Time | Dashboard → Queues & Agents / My Dashboard / Agent Chat Metrics Report / Monitor tab | Sum of the time from acceptance to first greeting / Number of answered conversations | Average first response time |
| Average Agent Response Time | Dashboard → Queues & Agents / My Dashboard / Monitor tab / Agent Chat Metrics Report | Sum of the time taken by agent to respond to messages / Number of responses excluding first response | Average time taken by agents to respond |
| Average Customer Response Time | Dashboard → Queues & Agents / My Dashboard | Sum of the time taken by customer to respond to agent messages / Number of responses excluding first response | Average time taken by customers to respond |
| Total Transfers | Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API | NA | Total number of transferred calls or chats |
| Call Transfers | Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API | NA | Total number of transferred voice calls |
| Chat Transfers | Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API | NA | Total number of transferred chats |
| Skills in Queue (Live) | Dashboard → Queues & Agents | NA | Top five skills required by conversations currently in queue |
| Top Skills | Dashboard → Queues & Agents | NA | Word cloud showing the top ten skills in use |
| Conversations by Disposition | Dashboard → Queues & Agents / Queue Disposition Report | NA | Displays conversations grouped by disposition |
| Average Satisfaction Rating | Dashboard → Queues & Agents / Agent performance tables / Reports | Sum of all CSAT scores / Number of CSAT responses | Average CSAT score |
| Customer Satisfaction by Channel | Dashboard → Queues & Agents | NA | Displays CSAT grouped by channel |
| Offered | Dashboard → Queues & Agents / Reports / APIs | NA | Conversations assigned to agents |
| Answered | Dashboard → Queues & Agents / Reports / APIs | NA | Conversations accepted by agents |
| Average Response Time | NA | Sum of the time taken by agent to respond to customer / Number of responses excluding first response | Average agent response time |
| Unanswered | Agent Chat Metrics Report / Dashboard → Queues & Agents | NA | Conversations assigned but not answered |
| Abandoned (with Agent) | Dashboard → Queues & Agents / Agent performance tables | Chat: customer idle scenario Voice: customer disconnected while the agent placed the call on hold | Conversations abandoned while interacting with an agent |
| Transferred | Dashboard → Queues & Agents / Reports | NA | Conversations transferred to another agent or queue |
| Logged In | Dashboard → Queues & Agents / Agent performance tables | NA | Agent logged-in duration within the selected interval |
| Closed / Hour | Dashboard → Queues & Agents / Reports | Number of conversations closed / Logged-in time | Average conversations closed per hour |
| Incoming | Dashboard → Queues & Agents / Reports / APIs | NA | Total number of conversations entering the queue |
| Voicemails | Dashboard → Queues & Agents / Reports | NA | Total number of conversations routed to voicemail |
| Terminated | Dashboard → Queues & Agents / Reports | NA | Total number of conversations terminated by the system |
| Start Time | NA | NA | Timestamp when the conversation started |
| Duration | NA | NA | Total time between conversation start and end |
| Accepted | Agent Chat Metrics Report / Reports | NA | Chats accepted by agents |
| Not Accepted | Agent Chat Metrics Report / Reports | NA | Chats rejected or not answered by agents |
Contact Center AI Metrics
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This page lists the metrics available in Contact Center AI, including their sources, calculation methods, definitions, and API references.