Technical References

Field Dictionary
June 15, 2012 41
Break Paid Amount of paid break time scheduled for the agent for
the interval.
Break Unpaid Amount of unpaid break time scheduled for the agent
for the interval.
Busy Other State Time The amount of time the agent is logged in but not able to
take an ACD call during the interval.
Calls Abandoned The number of ACD calls routed to the CSQ during the
interval that were abandoned (the caller hung up while
in queue or while ringing at the agent’s phone. Calls are
counted for the interval when the caller hangs up.
Calls Answered The number of ACD calls answered during the interval
for the service. Calls are counted in the interval in which
the agent answered.
Calls Blocked The number of ACD calls blocked during the interval by
the network because all trunk circuits to the ACD were
occupied.
Calls Handled The number of ACD calls the agent completed during the
interval.
Calls Per Hour The number of ACD calls received per hour.
Calls per hour = (A × 3600) ÷ B
Where:
A = Number of calls handled during the hour
B = Total in service time
Closed Amount of closed time scheduled for the agent for the
interval. Closed time is time scheduled for the agent
during contact center closed hours, when the it is not
accepting calls for the service.
Closed Paid Amount of paid closed time scheduled for the agent for
the interval.
Closed Unpaid Amount of unpaid closed time scheduled for the agent
for the interval.
Field Definition