The following are definitions that we use within the reports, PBX's and technical documentation.

Inbound Definitions

Field	Definition	New Definition
Abandoned	The number of calls where the caller hung up a call before it is answered.
Abandoned After	The number of calls that where abandoned after the queues defined service level.
Adherence %	The amount of time the agent spent logged in during their allocated 'shift' expressed as a percentage of the time their were logged in and not paused (excluding scheduled breaks and non-scheduled work breaks). (Actual time spent logged in - nonwork breaks) / (scheduled logged in time). Note: only the period of time logged 'during' the scheduled login time is considered. If an agent logs in early or logs out late this is excluided (as its non-scheduled). If an agent is leaves for a break early or arrives back late then these periods are also excluded as they were unscheduled.
Agent Wait Time	The total time that an agent has spent waiting for calls. To be 'waiting' for a call an agent must be logged in to the syste, not paused and not on a call nor in wrap nor extended wrap.
Answered Calls %	The number of calls successfully answered as a percentage of the total calls received.
Available	The duration the agent was available to take calls which is calculated as Agent Wait Time + Talk Time + Wrap time + Extended Wrap Time
Available %	The time an agent is 'Available' expressed as a percentage of their 'logged in' time.
Call Duration	The total duration of the call from when the call entered the queue until the call was hungup.
Call Entry Time	The date/time at which the call entered the queue.
Call End Time	The date/time at which the call was hungup.
Calls in queue	The current number of calls in a queue
Call Time	identical to Talk Time	Will be relabeled 'Talk Time'.
Exit With Key	The number of calls that exited the queue by selecting special queue option such as 'Press 0 to exit and leave a message' The Exit with Key option is controled from the Queue Advanced section.
Extended Wrap	Noojee differentiates between Wrap and Extended Wrap. Wrap is a fixed (minimum) period of time that an agent is given after any inbound call before the next inbound call will be delivered. Extended Wrap (if enabled) allows the Agent to control when the wrap period ends rather than the wrap period being fixed. In many call centres the amount of work done after each call is extremely variable so a fixed wrap period is not viable.
Handling time	Talk Time + Wrap Time + Extended Wrap Time
Hangup Cause	The reason the call was hangup. Possible values are Agent, Caller, Abandoned or Transfer.
Logged In Time	The total time the agent spent logged into a queue even if the agent is paused.
Occupancy	Total handling time / logged in time
Open Time	The total time an agent was logged into the queue and not in a paused state.
Outbound call count	The number of outbound calls made by the agent.
Outbound call time	The total time the agent spent on outbound calls
Oldest Call	The duration that the oldest call currently in the queue has been waiting.
Pause time	The total time the agent spent in the 'pause' state. A paused agent is an agent that is logged into a queue but has marked themselves as 'pause'. A queue will not attempt to deliver any calls to a paused agent. This is sometimes referred to as 'unavailable' time.
Queue position at disconnection	The callers postion in queue at the point they abandoned the call.
Ring Duration	The total time the call rang on one or more agent's extension before being answered. This does not include the time the caller spent waiting in the queue.
Service Level or Service Level Agreement (SLA)	The desired amount of time within which every call should be answered.
Service Level Performance (Grade of Service)	The percentage of calls that where answered or abandoned within the defined service level for the queue. e.g. if all calls are answered or abandoned within the service level then the SLA Performance would be 100%.
System Time	The time between the first call the agent makes or takes and the last call the agent makes or takes for the period.	This field will be dropped and replaced with 'Logged In Time' as Logged In Time provides a more useful definition.
Talk Time	The time the agent spent talking.
Timeout	The number of calls that left the queue as the call exceeded the queues timeout period.
Total Time	The time between the first call the agent makes or takes and the last call the agent makes or takes for the period.	As this field is identical to 'Logged In Time' it will be removed or replaced with 'Logged In Time'.
Transfer Count	The number of queue calls that where transfered by the agent to a third party. Note: handset side transfers are not visible to the system.
Wait Time	The total time from when the call entered the queue until the call was answered.
Wait time before disconnection	The amount of time the caller waited in the queue before abandoning the call.
Work time	The total time the agent was available to take a call which is defined as the period between the first call of the day and the last call of the day (that they take), less any time they spent on the phone.	This will be renamed to 'Idle'. The definition will also be change to be: The total time the agent was available to take calls. This is defined as the period between when they first login to the queue system and the last logout of the queue system, less any pause times, logout times, time spent on the phone and wrap time.
Wrap Time	The amount of time an agent gets to finalize details about the last call before the queue will send another call to an agent. Wrap time is honoured across queues.

Outbound Definitions

Field	Definition	Comment
Connected Calls	The number of calls an agent was connected to.
Dial Attempts	The number of dial attempts made during the campaign.	This includes connected calls, disconnected, enaged etc. For a pooled dial this number is not available on a per agent basis.
Dial Time	Time spent waiting for a call to be dialed and answered.	Excludes Preview and Wrap times.
Dialer Time	Time agent spent in the dialer screen.
Extended Wrap Time	Time system spent waiting for the agent to complete wrap beyound the allowed wrap time.	This does not include the time spent on the allocation selection screen or the Stop Code screen.
Penetration	% of allocated leads that been penetrated.
Preview Time	Time spent previewing leads	This is not available for multi, pooled or predictive dialers.
RPC	The number of Right Persons Contacted
Spin	Average number of calls taken to contact the RPC (Right Person Contact)
Talk Time	Time spent on a call from when it was connected until the agent hangs up the call.	This does not include the Dial Time.
Wrap Time	Time agent spent in wrap	includes Extended Wrap Time

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