Call Center - Report Abbreviations and Definitions

Call Volume (VOL)	Total number of calls per queue, including calls that never made it all the way through the Auto Attendant.
Calls Handled (CH)	Total number of calls per queue that were answered.
Calls Offered (CO)	Total number of calls that entered the queue.
Adjusted Calls Offered (ACO)	(Calls Offered) / (Calls abandoned in < 10 seconds)
Voicemail (VM)	Total number of calls handled by the automated voicemail system.
Forward (FWD)	Total number of calls forwarded to another queue or off-net phone number for handling.
Avg Talk Time (ATT)	Average time an agent spent talking to customers (not including hold time).
Avg Hold Time (AH)	Average time a customer was on hold (doesn’t include time in the queue).
Service Level (SL)	Percentage of calls answered from the queue within 60 seconds (other time windows may be available).
Percent Dial Transfers (DT)	Percentage of calls that landed in the queue and were eventually transferred to an agent.
Abandoned Calls (AC)	Number of calls that hung up while in queue (before being transferred to an agent).
Adjusted Abandoned Calls (AAC)	Number of calls abandoned in under 10 seconds.
Abandon Rate (AR)	Ratio of (Abandoned Calls) / (Calls Offered).
Adjusted Abandon Rate (AAR)	Ratio of (Adjusted Abandoned Calls) / (Adjusted Calls Offered).
Avg Handle Time (AHT)	Average of: Talk Time + Hold Time + Disposition Time.
Avg Answer Speed (AAS)	Average time in queue for calls that were eventually dispatched to an agent.

Logged In (LI)	Number of hours the agent was logged in over the selected time span.
Available (AM)	Total minutes spent in the Available state.
Unavailable (UM)	Total minutes spent in the Unavailable state.
Lunch (L)	Total minutes spent in the Lunch state.
Break (B)	Total minutes spent in the Break state.
Meeting (M)	Total minutes spent in the Meeting state.
Other (O)	Total minutes spent in the Other state.
Web (W)	Total minutes spent in the Web state.

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