The most common metrics available include:
Application Statistics
- Application ID
- Calls Abandoned
- Calls Abandoned after threshold
- Calls Abandoned Delay
- Calls Answered
- Calls Answered after threshold
- Calls Answered Delay
- Calls Waiting
- Max Waiting Time
- Waiting Time
- Calls Answered Delay at Skillset
- Calls Offered
Skillset Statistics
- Skillset ID
- Agents Available
- Agents in Service
- Agents Not Ready
- Calls Waiting
- Longest Waiting Time Since Last Call
- Max Waiting Time
- Waiting Time
- Expected Wait Time
- Calls Answered After Threshold
- Longest Waiting Time Since Login
- Agents on DN Calls
- Skillset State
- Agents Unavailable
- Total Calls Answered
- Calls Offered
- Skillset Abandon
- Queued Call Answered
Agent Statistics
- Agent ID
- State
- Supervisor ID
- Time in State
- Answering Skillset
- Supervisor or User ID
- Position ID
- Not Ready Reason Code High and Low
- Skillset Calls
- Answered
Please check out the PDF below for the full list which includes Networks and DN Calls also.