Metrics catalog

Every metric is defined once, in one registry, and used everywhere: standard reports, Explore, exports, email schedules, Ask AI, the MCP tools, and (for the queue and agent metrics) the wallboard and the Supervisor Console. The business rules (offered, abandoned, within service level) are decided once, when each contact is stored, so each metric is a plain count, sum or ratio.

Durations are in seconds (shown as minutes and seconds). Percentages are 0–100.

How contacts are counted

• By start time. A queue visit or agent leg counts in the period, and the time bucket, in which it started, in the report's timezone.
• Offered means a customer-initiated inbound contact entering a queue. Outbound tasks and transfer legs are not offered, so they do not count in offered, answered, abandons, service level, ASA or longest wait. Workload metrics (handled, AHT, talk, wrap-up) count every leg.
• Short abandons. A caller who hangs up before the queue's short-abandon threshold is a short abandon: not an abandon, and not part of service level.
• Service level = answered within the queue's threshold ÷ (answered + abandoned). Thresholds are per queue; see Service level settings.
• A queue visit has no agent, so queue metrics cannot be broken down by agent or team.

Queue and agent legs

Metric	Name	Meaning
offered	Offered	Customer-initiated inbound contacts that entered the queue (transfer legs and outbound excluded).
answered	Answered	Offered contacts an agent accepted.
abandoned	Abandoned	Offered contacts that hung up in the queue after the short-abandon threshold.
short_abandoned	Short abandons	Hung up before the short-abandon threshold; not counted against service level.
abandon_rate	Abandon rate	Abandoned ÷ (answered + abandoned).
service_level	Service level	Answered within the queue's threshold ÷ (answered + abandoned).
asa	Avg. speed of answer	Average wait from queue entry to answer.
avg_abandon_time	Avg. time to abandon	Average wait of abandoned contacts.
max_wait	Longest wait	Longest wait to answer or hang-up.
transfers	Transfers	Tasks created by transferring a contact.
handled	Handled	Agent legs completed (talk and wrap-up done).
aht	Avg. handle time	Talk + wrap-up per handled leg (outbound also counts ring time).
avg_talk	Avg. talk time	Accept to wrap-up, holds included.
avg_hold	Avg. hold time	Hold time per leg that had a hold. Needs hold capture.
hold_rate	Contacts put on hold	Share of handled legs with any hold.
avg_wrap	Avg. wrap-up time	Wrap-up to completion.
avg_ring	Avg. ring time	Reservation offered to accepted.
handle_time	Total handle time	Sum of handle time.
missed	Missed (RONA)	Reservations that timed out on an agent.
rejected	Rejected	Reservations an agent rejected.
not_picked_up	Not picked up	Reservations that timed out on an agent or that an agent rejected.
accept_rate	Accept rate	Accepted ÷ reservations offered to agents.

Contacts

A contact is one customer interaction end to end: the IVR, every queue and every agent leg.

Metric	Name	Meaning
contacts	Contacts	Customer contacts, including those that stayed in the IVR.
contacts_answered	Contacts answered	Contacts that reached an agent.
contacts_abandoned	Contacts abandoned	Hung up in a queue or in the IVR.
self_served	Self-served	Contacts the IVR or bot resolved without an agent.
avg_experience	Avg. customer time	IVR + queue + handle time per finished contact.
avg_ivr_time	Avg. IVR time	Time in the IVR or bot per contact that went through one.
transfer_rate	Transfer rate	Answered contacts transferred at least once.

Queue load (15-minute intervals)

Metric	Name	Meaning
peak_waiting	Peak waiting	Most contacts waiting at once.
avg_waiting	Avg. waiting	Contacts waiting, averaged over the period.
avg_available_agents	Avg. agents available	Agents free for the queue, averaged.

These come from the live TaskRouter statistics the wallboard collects, so they exist only from the time the wallboard was set up.

Agent time and workload

Metric	Name	Meaning
activity_time	Time in activity	Seconds in each TaskRouter activity (Offline excluded).
available_time	Available time	Time in available activities.
unavailable_time	Unavailable time	Logged in but in an unavailable activity (breaks, training).
logged_in_time	Logged-in time	Time in any activity but Offline.
busy_time	Busy time	Time with at least one task (talk or wrap-up).
occupancy	Occupancy	Busy time ÷ staffed time (available or busy).
utilization	Utilization	Busy time ÷ logged-in time.
concurrency	Avg. concurrent tasks	Handle time ÷ busy time (chat agents work several at once).

IVR and bots

See IVR and Studio journeys.

Metric	Name	Meaning
ivr_sessions	IVR / bot sessions	Studio executions (each IVR or bot session).
ivr_handed_off	Sent to agents	Sessions that ended in Send to Flex.
ivr_contained	Contained	Sessions the flow finished without an agent.
ivr_abandoned	Abandoned in IVR	Callers who hung up inside the flow.
containment_rate	Containment rate	Contained ÷ finished sessions.
ivr_abandon_rate	IVR abandon rate	Abandoned in the flow ÷ finished sessions.
avg_session_ivr_time	Avg. time in IVR	Until the hand-off, else until the end.
widget_visits	Widget visits	Times callers went through a widget.
avg_widget_time	Avg. time in widget	Seconds spent per visit.

AI insights

These read the AI analysis that the Agent Workspace stores per interaction (see Agent Workspace).

Metric	Name	Meaning
interactions	Analysed interactions	Calls and chats with an AI analysis.
negative_sentiment_rate	Negative sentiment	Interactions the AI rated negative.
avg_interaction_duration	Avg. interaction length	Recorded duration.
tagged_interactions	Tagged interactions	Interactions with the tag (topic, outcome, sentiment, custom fields).

Cases and quality

Metric	Name	Meaning
cases_opened	Cases opened	Cases created.
cases_resolved	Cases resolved	Of those, resolved.
avg_resolution_time	Avg. resolution time	Created to resolved.
case_sla_breach_rate	Case SLA breached	Resolved after (or still open past) the SLA deadline.
coaching_notes	Coaching notes	Notes left on recordings.
avg_qa_rating	Avg. rating	Average coaching rating.

Dimensions

Groupings and filters. Each applies to the metrics whose source has it.

Dimension	Applies to
Queue	Legs, contacts (first queue), queue load
Agent, Team	Legs, contacts (last agent), agent time and workload, AI insights, coaching (agent only). Team is the worker attribute team_name.
Channel	Legs, contacts, IVR sessions, AI insights
Direction (inbound, outbound)	Legs, contacts, AI insights
Leg type (queue, conversation, missed, rejected, revoked)	Legs
Outcome	Legs, contacts
Abandon phase (short, in queue, while ringing)	Legs
Wrap-up outcome	Contacts, legs
Transferred	Contacts, legs
Entry flow, IVR exit	Contacts, IVR sessions
Left the IVR at	IVR sessions
IVR widget, IVR transition, Caller input	IVR steps
Activity, Available activity	Agent time
Sentiment, AI outcome, AI tag field, AI tag	AI insights
Case status, priority, category, team	Cases
Coaching category, Coach	Coaching
Hour of day, Day of week	Every source, by its time column
Custom report fields	Legs and contacts, from task attributes; see Custom report fields

Outcome values

For	Outcomes
Queue visit	answered, abandoned, short_abandon, moved, transferred_away, canceled, waiting
Agent leg	handled, active, missed, rejected, revoked
Contact	handled, abandoned, short_abandon, active, waiting, canceled, failed_transfer; for contacts that never reached a queue: contained, abandoned_in_ivr, error, in_progress

The live list of metrics and dimensions, with English and Hebrew labels, is in the reporting API (GET /analytics/catalog) and in the MCP tool list_metrics.