Call Volume (VOL): Total number of calls originating through a call queue, including answered, abandoned, forwarded, and voicemail calls. 

Calls Handled (CH): Calls answered by an agent originating through the call queue, without being forwarded elsewhere. 

Calls Offered (CO): Total number of calls that reached the queue to be dispatched to agents, including abandoned calls but excluding forwarded and voicemail calls. 

Adjusted Calls Offered (ACO): Calls that qualified to reach the queue, excluding calls abandoned in under 10 seconds. 

Voicemail (VM): Calls handled by the voicemail system, whether transferred by an agent or directly routed. 

Forward (FWD): Calls forwarded to another queue or off-network phone number, including calls sent to voicemail. 

Average Talk Time (ATT): Average time (in minutes) an agent spends talking per answered call. 

Average Hold Time (AH): Average time a caller spends on hold with an agent, including queue wait time. 

Average Handle Time (AHT): Average time an agent spends on a call, including talk time, hold time, and after-call work. 

Average Wait Time (AWT): Average number of seconds a caller spends in the queue before being dispatched to an agent. 

Assisted Calls Handled (AST): Calls answered and cold transferred to another party. Note: Calls that are warmly transferred are considered calls handled.  

Average ACW Time (ACW): Average "After Call Work" time an agent spends between ending a call and submitting a call disposition. 

Abandoned Calls (AC): Calls that left the queue before being offered to an agent. 

Adjusted Abandoned Calls (AAC): Abandoned calls excluding those terminated in under 10 seconds. 

Abandon Rate (AR): Percentage of calls offered that were abandoned. 

Adjusted Abandon Rate (AAR): Percentage of abandoned calls, excluding those under 10 seconds. 

Service Level (SL): Ratio of calls meeting the service level agreement (SLA). SLA settings are found in the Call Center Supervisor Dashboard. 

Callbacks (CB): Calls where the caller requested a callback instead of waiting in the queue. 

Percent Dial Transfers (DT): Percentage of calls that entered the queue and were offered to an agent. 

Department: The department the agent is associated with. 

Calls Handled (CH): Calls answered by the agent originating through the queue. 

Talk Time (TT): Total time (in minutes) an agent spends on answered calls. 

Average Talk Time (ATT): Average time an agent spends talking per answered call. 

Assisted Calls Handled (AST): Calls answered and then transferred to another agent. 

Average ACW Time (ACW): Average time an agent spends between the end of a call and submitting a call disposition. 

Average Hold Time (AH): Average time a caller spends on hold with the agent (excludes queue wait time). 

Average Handle Time (AHT): Average time an agent spends on a call, including talk time, hold time, and disposition time. 

Missed Calls (MC): Calls offered to the agent but not answered. 

Outbound Calls Today (OATT): Number of outbound call attempts made by the agent (excludes extension-to-extension and conference calls). 

Outbound Answered Calls Today (OANS): Number of outbound calls answered, including voicemail (excludes extension-to-extension and conference calls). 

Inbound Attempt (IA): Number of inbound calls attempted to the agent, including call center calls but excluding on-network and conference calls. 

Inbound Answered (IANS): Number of inbound calls answered by the agent (excludes on-network and conference calls). 

Inbound Minutes (IM): Total time spent on inbound calls, including talk and hold time (excludes on-network and conference calls). 

Inbound Average (IAVG): Average length of inbound calls (excludes on-network and conference calls). 

Extension: Agent's extension number. 

Domain: Communication platform's domain. 

Department: Department associated with the agent. 

Logged In (LI): Total time an agent is online and available to receive calls. 

Available (AM): Total time an agent is available for calls while logged in (excludes break, lunch, meeting, or unavailable statuses). 

Unavailable (UM): Total time an agent is unavailable for calls, including break, lunch, meeting, and custom statuses. 

Lunch (L): Total time agent’s status is set to lunch. 

Break (B): Total time agent’s status is set to break. 

Meeting (M): Total time agent’s status is set to meeting. 

Other (O): Time when the agent is unavailable but not categorized under break, lunch, or meeting. 

Web (W): Total time agent’s status is set to web. 

Name: The name of the dialed number. 

Call Volume (VOL): Total number of calls originating through the queue, including answered, abandoned, forwarded, and voicemail calls. 

Calls Handled (CH): Number of calls answered by agents through the queue. 

Calls Offered (CO): Total number of calls that reached the queue to be dispatched to agents. 

Adjusted Calls Offered (ACO): Calls that reached the queue, excluding those abandoned in under 10 seconds. 

Voicemail (VM): Calls handled by the voicemail system. 

Forward (FWD): Calls forwarded to another queue or off-network phone number. 

Average Talk Time (ATT): Average time spent talking per answered call. 

Average Hold Time (AH): Average time a caller spends on hold with an agent (excludes queue wait time). 

Average Handle Time (AHT): Average time an agent spends on a call, including talk, hold, and after-call work. 

Average Wait Time (AWT): Average time a caller spends in the queue before being dispatched to an agent. 

Assisted Calls Handled (AST): Calls answered and transferred to another agent. 

Average ACW Time (ACW): Average time an agent spends after a call before submitting a disposition. 

Abandoned Calls (AC): Calls that left the queue before being offered to an agent. 

Adjusted Abandoned Calls (AAC): Calls abandoned, excluding those under 10 seconds. 

Abandon Rate (AR): Percentage of calls offered that were abandoned. 

Adjusted Abandon Rate (AAR): Percentage of abandoned calls, excluding those under 10 seconds. 

Service Level (SL): Ratio of calls meeting the service level agreement (SLA). 

Callbacks (CB): Number of callers who requested a callback instead of waiting. 

Percent Dial Transfers (DT): Percentage of calls that entered the queue and were offered to an agent.