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Table of Contents
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The eMite Index Server maps the document keywords from the elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.

More details for Amazon Connect real-time metric definitions can be found here.

More details for Amazon Connect historical metric definitions can be found here.

Amazon Connect Index Summary

Each Index contains data for a particular area of Amazon Connect. 

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Predefined Measures

There are a number of predefined measures that map directly to Amazon Connect metrics.

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titlePredefined Measures

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Overview

The eMite Index Server maps the document keywords from the Elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.pure

More details for Amazon Connect real-time metric definitions can be found here.

More details for Amazon Connect historical metric definitions can be found here.

...

Amazon Connect Index Summary

Each Index contains data for a particular area of Amazon Connect. 

Related Amazon Connect Area

eMite Index Name

Standard Polling Frequency

Index Description

Contact Trace Records (CTR)

Contacts

5 Mins

Performance aggregated metrics for agents.
CTRs capture the events associated with a contact in your contact center. Real-time and historical metrics are based on the data captured in the CTRs.

Current Metrics

QueueObservations

5 Seconds

Organizational presence and routing status aggregated metrics for queues

Historical Metrics

Queue Metrics

5 Mins

Performance metrics for queues aggregated in 30 minutes blocks.
All duration fields. Service Level x Seconds and Occupany % are the averages of the 30-minute block. (Unit: SECONDS
Statistic: AVG)

Historical Metrics

Queue Metrics Daily

5 Mins

Performance metrics for queues aggregated on a daily basis.
All duration fields. Service Level x Seconds, Occupany % is the average of the 24 hours. (Unit: SECONDS
Statistic: AVG)

'Queue Metircs_Daily' aggregation data can be polled in a different timezone if required. If you have more than one timezone configured, you need to select the relevant timezone in your report to see the correct results. 

Also, 'Queue metrics daily' aggregate data by each queue individually and as a whole called 'All'.

When building reports make sure to choose 'All' queues or specific queue whichever you prefer to report on. 

Historical Metrics

emite_awsconnectagenteventhistory

120 seconds

Agent activity, agent status events for agents. This captures login, logout, agent connects with a contact and state changes.
The index is generated from the real-time activity of the agents and is indexed for historical reporting purposes. 

Historical Metrics

emite_awsconnectagenteventobservation

5 seconds

This index shows current agent activity such as states and is indexed. The index is generated from the real-time activity of the agents and is indexed every 5 secs

...

Predefined Measures

There are a number of predefined measures that map directly to Amazon Connect metrics.

Count of contacts that were connected to an agent.

It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled
Expand
titlePredefined Measures

eMite Alias

Amazon Connect Metric Name

Amazon Connect Metric Definition

eMite Index

Agent after contact work duration

Agent.AfterContactWorkDuration

Total time that an agent spent in the After Contact Work (ACW) status after handling a contact. Agents enter the ACW status after a contact ends and leave it when they select a different agent status. Type: String (hh:mm:ss)

contacts

Agent interaction duration

Agent.AgentInteractionDuration

Total time that agents spent interacting with customers on a contact. This does not include hold time or after contact work. Type: String (hh:mm:ss)

contacts

Agent customer hold duration

Agent.CustomerHoldDuration 

Total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred, but does not include time spent in a queue. Type: String (hh:mm:ss)

contacts

Agent longest hold duration

Agent.LongestHoldDuration 

The longest time, in whole seconds, that the customer was put on hold by the agent.

contacts

Agent number of holds

Agent.NumberOfHolds 

The number of times the customer was put on hold while connected to the agent.

contacts

Agent connection attempts

AgentConnectionAttempts 

The number of times Amazon Connect attempted to connect this contact with an agent.

contacts

Queue duration

Queue.Duration 

The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp.

contacts

Contacts queued

CONTACTS_QUEUED 

Count of contacts placed in the queue.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts handled

CONTACTS_HANDLED 

Count of contacts that were connected to an agent.

It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts abandoned

CONTACTS_ABANDONED 

Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. 

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts consulted

CONTACTS_CONSULTED 

Count of contacts handled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts agent hung up first

CONTACTS_AGENT_HUNG_UP_FIRST 

Count of contacts disconnected where the agent disconnected before the customer.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts handled

CONTACTS_HANDLED 

incoming

CONTACTS_HANDLED_INCOMING 

Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

abandoned

handled outbound

CONTACTS_HANDLED_

ABANDONED 

OUTBOUND

Count of outbound contacts

disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. 

that were handled by an agent. This includes contacts that were initiated by an agent using the CCP.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts consulted

Contact hold abandons

CONTACTS_HOLD_

CONSULTED 

ABANDONS 

Count of contacts

handled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent

disconnected by the customer while on hold.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

agent hung up first

transferred in

CONTACTS_

AGENT_HUNG_UP_FIRST 

TRANSFERRED_IN 

Count of contacts

disconnected where the agent disconnected before the customer

transferred to the queue by an agent using the CCP.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

handled incoming

transferred out

CONTACTS_

HANDLED

TRANSFERRED_

INCOMING 

OUT 

Count of

incoming contacts that were handled

contacts transferred from the queue after being answered by an agent

, including inbound contacts and transferred contacts

.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

handled outbound

transferred in from queue

CONTACTS_

HANDLED_OUTBOUND

TRANSFERRED_IN_FROM_QUEUE 

Count of

outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP

contacts transferred to the queue from another in a Transfer to queue contact flow.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contact hold abandons

Contacts transferred out from queue

CONTACTS_

HOLD_ABANDONS 

TRANSFERRED_OUT_FROM_QUEUE 

Count of contacts

disconnected by the customer while on hold

transferred from the queue to another queue in a Transfer to queue contact flow.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred in

Callback contacts handled

CALLBACK_CONTACTS_

TRANSFERRED_IN 

HANDLED 

Count of contacts

transferred to the queue

that were initiated from a queued callback and handled by an agent

using the CCP

.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred out

API contacts handled

API_CONTACTS_

TRANSFERRED_OUT 

HANDLED 

Count of contacts

transferred from the queue after being answered

that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

transferred in from queueCONTACTS_TRANSFERRED_IN_FROM_QUEUE 

missed

CONTACTS_MISSED 

Count of contacts

transferred to the queue from another in a Transfer to queue contact flowCount of contacts transferred from the queue to another queue in a Transfer to queue contact flow.

routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. Contacts missed also referred as Agent non-response.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred out from queueCONTACTS_TRANSFERRED_OUT_FROM_QUEUE 

Occupancy

OCCUPANCY

Percentage of time that agents were active on contacts. This percentage is calculated as follows:

(Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Callback contacts handledCALLBACK_CONTACTS_HANDLED Count of contacts that were initiated from a queued callback and handled by an agentCount of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent

Average handle time

HANDLE_TIME Avg

The average time that agents spent on contacts, including hold time and after contact work.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

API contacts handledAPI_CONTACTS_HANDLED 

Average after contact work time

AFTER_CONTACT_WORK_TIME Avg

The average time that agents spent doing ACW for a contact.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts missedCONTACTS_MISSED Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. Contacts missed also referred as Agent non-response

Percentage of time that agents were active on contacts. This percentage is calculated as follows:

(Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100

Maximum queued time

QUEUED_TIME Avg

The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

OccupancyOCCUPANCY

Average queue abandon time

ABANDON_TIME Avg

The average time that contacts waited in the queue before being abandoned. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the CTR) for abandoned contacts.
A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average

handle

queue answer time

HANDLE

QUEUE_ANSWER_TIME Avg

The average time that

agents spent on contacts, including hold time and after contact work

contacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR).

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average

after contact work

customer hold time

AFTER

HOLD_

CONTACT_WORK_

TIME Avg

The average time that

agents spent doing ACW for a contact

customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR).

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Maximum queued

Average interaction time

QUEUED

INTERACTION_TIME Avg

The

longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned

average time that agents interacted with customers during contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average

queue abandon

interaction and hold time

ABANDON

INTERACTION_AND_HOLD_TIME Avg

The average time that contacts waited in the queue before being abandoned

Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the

difference between EnqueueTimestamp and DequeueTimestamp (

sum of the following values from the CTR

) for abandoned contacts.
A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback.The average time that contacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR).

: AgentInteractionDuration and CustomerHoldDuration.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average queue answer timeQUEUE_ANSWER_TIME AvgThe average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR).

Service level 15 seconds

SERVICE_LEVEL_15 

Percentage of contacts removed from the queue between 0 and 15 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average customer hold timeHOLD_TIME Avg

Service level 20 seconds

SERVICE_LEVEL_20

Percentage of contacts removed from the queue between 0 and 20 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average interaction timeINTERACTION_TIME AvgThe average time that agents interacted with customers during contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average interaction and hold timeINTERACTION_AND_HOLD_TIME AvgAverage of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration.

Service level 25 seconds

SERVICE_LEVEL_25

Percentage of contacts removed from the queue between 0 and 25 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

15

30 seconds

SERVICE_LEVEL_

15 

30

Percentage of contacts removed from the queue between 0 and

15

30 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

20

45 seconds

SERVICE_LEVEL_

20

45

Percentage of contacts removed from the queue between 0 and

20

45 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

25

60 seconds

SERVICE_LEVEL_

25

60

Percentage of contacts removed from the queue between 0 and

25

60 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

30

90 seconds

SERVICE_LEVEL_

30

90

Percentage of contacts removed from the queue between 0 and

30

90 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

45

120 seconds

SERVICE_LEVEL_

45

120

Percentage of contacts removed from the queue between 0 and

45

120 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

60

180 seconds

SERVICE_LEVEL_

60

180 

Percentage of contacts removed from the queue between 0 and

60

180 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

90

240 seconds

SERVICE_LEVEL_

90

240

Percentage of contacts removed from the queue between 0 and

90

240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

120

300 seconds

SERVICE_LEVEL_

120

300

Percentage of contacts removed from the queue between 0 and

120

300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level

180

600 seconds

SERVICE_LEVEL_

180 

600

Percentage of contacts removed from the queue between 0 and

180

600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level 240 secondsSERVICE_LEVEL_240Percentage of contacts removed from the queue between 0 and 240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level 300 secondsSERVICE_LEVEL_300Percentage of contacts removed from the queue between 0 and 300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level 600 secondsSERVICE_LEVEL_600Percentage of contacts removed from the queue between 0 and 600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Agents onlineAGENTS_ONLINE Count of agents who have set their status in the CCP to something other than Offline.queueobservationsAgents on callAGENTS_ON_CALL queueobservationsAgents staffedAGENTS_STAFFED Count of agents who are online in the CCP, and not in NPT (a custom status).queueobservationsAgents after contact workAGENTS_AFTER_CONTACT_WORK Count of agents who are in ACW status.queueobservationsAgents NPTAGENTS_NON_PRODUCTIVE Count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline.queueobservationsOldest contact ageOLDEST_CONTACT_AGE Length of time in the queue for the contact that has been in the queue the longest.queueobservationsContacts scheduledCONTACTS_SCHEDULED Count of customers in the queue for which there is a callback scheduled.queueobservationsAgents errorAGENTS_ERROR When this term appears in the Agent Status column, it means there's a contact in an error state.queueobservationsContacts in queueCONTACTS_IN_QUEUE Count of contacts currently in the queue.queueobservationsAgents availableAGENTS_AVAILABLE The number of agents who can take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their supervisor changes it).queueobservations

Custom Measures

...

SUM({
Expand
titleContacts
eMite Measure NameClassificationMeasure Definition
Handled CountCustom Measures

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Agents online

AGENTS_ONLINE 

Count of agents who have set their status in the CCP to something other than Offline.

queueobservations

Agents on call

AGENTS_ON_CALL 

queueobservations

Agents staffed

AGENTS_STAFFED 

Count of agents who are online in the CCP, and not in NPT (a custom status).

queueobservations

Agents after contact work

AGENTS_AFTER_CONTACT_WORK 

Count of agents who are in ACW status.

queueobservations

Agents NPT

AGENTS_NON_PRODUCTIVE 

Count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline.

queueobservations

Oldest contact age

OLDEST_CONTACT_AGE 

Length of time in the queue for the contact that has been in the queue the longest.

queueobservations

Contacts scheduled

CONTACTS_SCHEDULED 

Count of customers in the queue for which there is a callback scheduled.

queueobservations

Agents error

AGENTS_ERROR 

When this term appears in the Agent Status column, it means there's a contact in an error state.

queueobservations

Contacts in queue

CONTACTS_IN_QUEUE 

Count of contacts currently in the queue.

queueobservations

Agents available

AGENTS_AVAILABLE 

The number of agents who can take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their supervisor changes it).

queueobservations

...

Custom Measures

Some Indexes also include a number of measures which have been created by eMite as either a Custom Measure (KPI), Calculated Measure, or Virtual Member. eMite provides these measures over and above the standard measures received from Amazon Connect.

Expand
titleContacts
Custom

eMite Measure Name

Classification

Measure Definition

Handled Count

Custom Measures

SUM({} * [Measures].[NonZeroInteractions Count])

Transferred Count

Custom Measures

SUM({[InitiationMethod].[InitiationMethod].[TRANSFER]} * [Measures].[contacts Count])

Agent interaction and hold time

Custom Measures

SUM({} * [Measures].[Agent.AgentInteractionDuration Sum])+SUM({} * [Measures].[Agent.CustomerHoldDuration Sum])

Contact handle time

Custom Measures

SUM({} * [Measures].[Agent interaction and hold time])+SUM({} * [Measures].[Agent.AfterContactWorkDuration Sum])

Inbound Calls

Custom Measures

SUM({[InitiationMethod].[InitiationMethod].[INBOUND]} * [Measures].[contacts Count])

Outbound Calls

Custom Measures

SUM({[InitiationMethod].[InitiationMethod].[OUTBOUND]} * [Measures].[contacts Count])

Today Handled Count

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[NonZeroInteractions Count])

Today Interaction Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.AgentInteractionDuration Sum])

Today Hold Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.CustomerHoldDuration Sum])

Today ACW Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.AfterContactWorkDuration Sum])

This Week Handled Count

Trend Measures

SUM({[InitiationTimestamp].[Date]=@ThisWeek} * [Measures].[NonZeroInteractions Count])

Last Week Handled Count

Trend Measures

SUM({[InitiationTimestamp].[Date]=@LastWeek} * [Measures].[NonZeroInteractions Count])

Transferred Count

This Week Talk Time

Trend Measures

SUM({

[InitiationMethod].[InitiationMethod].[TRANSFER]

[InitiationTimestamp].[Date]=@ThisWeek} * [Measures].[Agent.AgentInteractionDuration Sum])

Last Week Talk Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@LastWeek} * [Measures].[

contacts Count

Agent.AgentInteractionDuration Sum])

Agent interaction and hold time

Custom Measures

SUM({} * [Measures].[Agent.AgentInteractionDuration Sum])+SUM({} * [Measures].[Agent.CustomerHoldDuration Sum])

Contact handle time

Custom Measures

SUM({} * [Measures].[Agent interaction and hold time])+SUM({} * [Measures].[Agent.AfterContactWorkDuration Sum])

Inbound CallsCustom MeasuresSUM({[InitiationMethod].[InitiationMethod].[INBOUND]} * [Measures].[contacts Count])Outbound Calls

Handled Count

Custom Measures

SUM({[

InitiationMethod

NonZeroInteractions].[

InitiationMethod

NonZeroInteractions].[

OUTBOUND

NonZeroInteractions]} * [Measures].[contacts Count])

Today Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[NonZeroInteractions Count])Today Interaction TimeTrend

Inbound AHT (Agent Handle Time)

Custom Measures

SUM({[InitiationMethod].[

InitiationTimestamp

InitiationMethod].[

Date

INBOUND]

=@Today

} * [Measures].[Agent.AgentInteractionDuration Sum])

Today Hold Time

OrgServiceLevel

Trend

Custom Measures

(SUM({

[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.CustomerHoldDuration Sum])Today ACW TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.AfterContactWorkDuration Sum])This Week Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@ThisWeek} * [Measures].[NonZeroInteractions Count])Last Week Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@LastWeek

[QueueDurationBucket].[QueueDurationBucket].[120 Seconds],[QueueDurationBucket].[QueueDurationBucket].[15 Seconds],[QueueDurationBucket].[QueueDurationBucket].[20 Seconds],[QueueDurationBucket].[QueueDurationBucket].[25 Seconds],[QueueDurationBucket].[QueueDurationBucket].[30 Seconds],[QueueDurationBucket].[QueueDurationBucket].[45 Seconds],[QueueDurationBucket].[QueueDurationBucket].[60 Seconds],[QueueDurationBucket].[QueueDurationBucket].[90 Seconds]} * {[NonZeroInteractions].[NonZeroInteractions].[NonZeroInteractions]} * [Measures].[

NonZeroInteractions

Handled Count])

This Week Talk TimeTrend Measures

/SUM({[NonZeroInteractions].[

InitiationTimestamp

NonZeroInteractions].[

Date

NonZeroInteractions]

=@ThisWeek

} * [Measures].[

Agent.AgentInteractionDuration Sum

Handled Count])

Last Week Talk TimeTrend

)*100

Outbound AHT (Agent Handle Time)

Custom Measures

SUM({[InitiationMethod].[

InitiationTimestamp

InitiationMethod].[

Date

OUTBOUND]

=@LastWeek

} * [Measures].[Agent.AgentInteractionDuration Sum])

Expand
titleQueue Metrics

eMite Measure Name

Classification

Measure Definition

% Missed

Custom Measures

(SUM({} * [Measures].[CONTACTS_MISSED Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Transferred

Custom Measures

(SUM({} * [Measures].[Transferred In and Out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Abandoned

Custom Measures

(SUM({} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

% Answered

Custom Measures

(SUM({} * [Measures].[CONTACTS_HANDLED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

Offered Calls

Custom Measures

SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum])

Answer Time per Call

Custom Measures

SUM({} * [Measures].[QUEUE_ANSWER_TIME Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum])

% Agents hung up first

Custom Measures

(SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

Transferred In and Out

Custom Measures

SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum])

Org Service Level

Custom Measures

SUM({} * [Measures].[SERVICE_LEVEL_X Avg])

Yesterday Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum])

Today Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])

Last 6 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum])

Last 7 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])

7 Days Ago Handled Count

Trend Measures

SUM({} * [Measures].[Handled 7])-SUM({} * [Measures].[Handled 6])

Today Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])

Yesterday Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum])

Last 6 Days

Abanddoned

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum])

Last 7 Days Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum])

7 Days Ago Abandoned Count

Trend Measures

SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days

Abanddoned

Abandoned Count])

Last 7 Days % Answered

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100 

Last 7 Days % Abandoned

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100 

Today GOS

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg])

Expand
titleQueueMetrics_Daily

eMite Measure Name

Classification

Measure Definition

% Agents first hung up

Custom Measures

(SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Abandoned

Custom Measures

(SUM({} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

% Answered

Custom Measures

(SUM({} * [Measures].[CONTACTS_HANDLED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

% Transferred

Custom Measures

(SUM({} * [Measures].[Transferred_In_and_out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

Transferred_In_and_out

Custom Measures

SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum])

Offered Calls

Custom Measures

SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum])

Today GOS

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg])

Yesterday GOS

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[SERVICE_LEVEL_60 Avg])

Today Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])

Yesterday Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum])

Last 6 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum])

Last 7 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])

7 Days Ago Handled Count

Trend Measures

SUM({} * [Measures].[Last 7 Days Handled Count])-SUM({} * [Measures].[Last 6 Days Handled Count])

Last 6 Days GOS

Trend Measures

SUM({[StartDate].[StartDate].[Date]=@Last6days} * [Measures].[SERVICE_LEVEL_60 Avg])

Last 7 Days GOS

Trend Measures

SUM({[StartDate].[StartDate].[Date]=@Last7days} * [Measures].[SERVICE_LEVEL_60 Avg])

7 Days Ago GOS

Trend Measures

SUM({} * [Measures].[Last 7 Days GOS])-SUM({} * [Measures].[Last 6 Days GOS])

Today ASA

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[QUEUE_ANSWER_TIME Sum])

Yesterday ASA

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[QUEUE_ANSWER_TIME Sum])

Last 6 Days ASA

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[QUEUE_ANSWER_TIME Sum])

Last 7 Days ASA

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[QUEUE_ANSWER_TIME Sum])

7 Days Ago ASA

Trend Measures

SUM({} * [Measures].[Average GOS 7])-SUM({} * [Measures].[Average GOS 6])

Today Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])

Yesterday Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum])

Last 6 Days

Abanddoned

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum])

Last 7 Days Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum])

7 Days Ago Abandoned Count

Trend Measures

SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days

Abanddoned

Abandoned Count])

Last 7 Days % Abandoned

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100 

Last 7 Days % Answered

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100 

Today Avg Handle Time

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[HANDLE_TIME Sum])

Today Avg Hold Time

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[HOLD_TIME Sum])

Yesterday Avg Hold Time

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[HOLD_TIME Sum])

Last 6 Days Avg Hold Time

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[HOLD_TIME Sum])

Last 7 Days Hold Time

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[HOLD_TIME Sum])

7 Days Ago Avg Hold Time

Trend Measures

SUM({} * [Measures].[Last 7 Days Hold Time])-SUM({} * [Measures].[Last 6 Days Avg Hold Time])

Last 7 Days Avg Handle Time

Trend Measures

SUM({[StartDate].[Date]=@Last7Days} * [Measures].[HANDLE_TIME Sum])

Today % Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[OCCUPANCY Sum])

Yesterday % Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[OCCUPANCY Sum])

Last 6 Days % Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Last6Days} * [Measures].[OCCUPANCY Sum])

Last 7 Days % Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Last7Days} * [Measures].[OCCUPANCY Sum])

7 Days Ago % Occupancy

Trend Measures

SUM({} * [Measures].[Last 7 Days % Occupancy])-SUM({} * [Measures].[Last 6 Days % Occupancy])

Today Offered Calls

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])

Today Callback Handled

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CALLBACK_CONTACTS_HANDLED Sum])

Expand
titleQueue Observations

eMite Measure Name

Classification

Measure Definition

% Agents Interacting

Custom Measures

(SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_ON_CALL Sum])/SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_STAFFED Sum]))*100 

Today Calls Waiting

Trend Measures

SUM({[LastUpdate].[Date]=@Today} * [Measures].[CONTACTS_IN_QUEUE Sum])

Today Longest Wait Time

Trend Measures

SUM({[LastUpdate].[Date]=@Today} * [Measures].[OLDEST_CONTACT_AGE Sum])