Technical References

Field Dictionary
June 15, 2012 45
Paid Hours Exception Amount of paid exception time scheduled for the agent
for the interval.
Paid Hours Lunch Amount of paid lunch time scheduled for the agent for
the interval.
Paid Hours Project Amount of paid project time scheduled for the agent for
the interval.
Paid Hours Total Total paid hours for the period.
Percent Abandon The percentage of calls abandoned during the period.
Percent abandoned = (A ÷B) × 100
Where:
A = Number of calls abandoned while the call was in
queue or ringing at the agent’s phone for the service
during the period, whether or not the call persisted less
than the service level seconds.
B = Number of calls offered for the service during the
period.
Percent Assignment The percentage of scheduled assignment time for the
interval.
Percent assignment = (A ÷ B) × 100
Where:
A = Scheduled assignment work time for the interval
B = Total scheduled time for the interval
Percent Break The percentage of scheduled break time for the interval.
Percent break = (A ÷ B) × 100
Where:
A = Scheduled break time for the interval
B = Total scheduled break time for the interval
Percent Closed The percentage of closed time for the interval.
Percent closed = (A ÷ B) × 100
Where:
A = Scheduled closed time for the interval
B = Total scheduled closed time for the interval
Field Definition