Contact Center AI Metrics

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This page lists the metrics available in Contact Center AI, including their sources, calculation methods, definitions, and API references.

AI Agent Metrics

Metric	Source	Method/Formula	Definition	API Link and Parameter
Client Call Volume	Interaction logs or session analytics	Export session data via the Session Logs API or Analytics Dashboard	NA	NA
Intent ID Rate	NLU performance metrics in AI Agents analytics	Use the Intent Recognition API or export Intent Analytics	NA	NA
Fallout Disconnect Volume and Rate	Interaction events in the platform	Query disconnection events using Session Events API, filter based on event reasons like “CX error”	NA	NA
Successful Disconnect Volume and Disconnect Rate	Analytics Dashboard or Custom Reports	Filter sessions where tasks were completed, but no agent escalation occurred	NA	NA
Total Disconnect Volume and Disconnect Rate	Analytics on session drop-offs	Analyze logs for session disconnections pre-queue assignment	NA	NA
Agent Handoff Volume and Rate	Escalation data from the AI Agent’s configuration	Extract handoff events via Agent Escalation API	NA	NA
Calls Saved and Containment Rate	Containment metrics in analytics	Use session IDs and timestamps to track sessions without subsequent escalations or callbacks	NA	NA
Transfer Rate	Agent interaction logs	Analyze events for warm/cold transfers	NA	NA
Misroute Rate	Wrap-up codes or agent feedback in analytics	Query session tags or agent logs via API	NA	NA
Re-prompt Rate	AI Agent’s error handling logs	Count re-prompt events in session logs	NA	NA
AI Agents AHT	Analytics Dashboard (Handle Time section)	Export handle time data via analytics API	NA	NA
Client Experience Score	CSAT feedback module	Fetch CSAT survey responses	NA	NA
Task Completion Rate	Task Analytics	Query successful task completions via Task Execution Metrics API	NA	NA
Average Handle Time (AHT)*	Agent analytics or reports	Aggregate Talk Time, Hold Time, and After Call Work from session logs	Total handle time of the conversation in seconds	Contact Volume API — Parameter: CallVolumeUpdate.conversationHandleTime
Talk Time	Interaction logs	Extract agent-client conversation durations	Total talk time during the conversation in seconds	Contact Volume API — Parameter: CallVolumeUpdate.conversationTalkTime
Hold Time	Interaction logs	Query session logs for hold events	Total hold duration in seconds during the call	Contact Volume API — Parameter: CallVolumeUpdate.holdDuration
After Call Work (ACW)	Agent interaction reports	Extract ACW time from agent session logs	After-call work duration in seconds	Contact Volume API — Parameter: CallVolumeUpdate.acwDuration
Net Calls Handled (NCH)*	Analytics Dashboard or custom agent reports	Export total handled calls per agent	NA	NA
Sample Size	Control/test group assignment in the analytics	Export agent metadata and session data	NA	NA
Same Day Callback (SDCB) + 1	Interaction logs with timestamps	Identify callbacks using client IDs and timestamps	NA	NA
Client Availability*	Agent activity logs	Divide actual productive time by expected productive time	NA	NA
FCR	Session interaction logs	Analyze client interactions within 7-day windows	NA	NA
Agent Satisfaction	Feedback from agent assist logs	Extract agent feedback via Agent Assist Feedback API	NA	NA
CSAT	Post-interaction surveys	Fetch CSAT ratings via the survey response export feature	NA	NA
Uptime	System health logs or monitoring tools	Use AI Agents monitoring APIs or analytics for uptime tracking	NA	NA
Latency	Session analytics or logs	Extract latency data from interaction response times	NA	NA
Usage Adoption	Agent activity logs	Calculate percentage usage from augment feature access logs	NA	NA
Model Accuracy Score	NLU Model Performance Dashboard	Export intent and entity accuracy metrics from analytics	NA	NA

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Contact Center Dashboard Metrics

Metric	Source	Formula	Definition	API Link and Parameter
Total Conversations	Dashboard → Automations / Queues & Agents / Interactions Report / Total Volumes report / Queue Metrics Interval Report / Queue Metrics Summary Report / Call Details API / Call Volume API	NA	All conversations entering the Contact Center AI routing system fulfilling filters	NA
Waiting	Dashboard → Queues & Agents	NA	All calls/chats currently waiting in queue	NA
Ongoing	Dashboard → Queues & Agents	NA	All calls/chats currently interacting with agents	NA
Idle	Dashboard → Queues & Agents	NA	All calls/chats where the customer has been silent for some time	NA
Expired	Dashboard → Queues & Agents	NA	All calls/chats ended but disposition not yet set	NA
Completed	Dashboard → Automations / Queues & Agents / Queue and Agent performance tables / Dashboard-Interactions / Interactions Report / Total Volumes Report / Queue Metrics Interval Report / Queue Metrics Summary Report / Agent Metrics Daily Report	NA	All calls/chats in completed state (closed by agent, abandoned, or terminated)	NA
Abandon Rate	Dashboard → Queues & Agents / Monitor tab-SLA / Queue Metrics Summary Report	(Number of conversations abandoned / Number of conversations closed) × 100	All calls/chats that entered the queue but dropped prematurely	NA
Queue Load	Dashboard → Queues & Agents	(Voice + Chat/3 + Messaging/8 + Email/10) × 100 / Available Agents	NA	NA
Resolved Rate	Dashboard → Queues & Agents	(Number of conversations closed with dispositions as Resolved / Number of conversations closed) × 100	Calls/chats resolved successfully	NA
Average Pick-up Time	Dashboard → Queues & Agents / My Dashboard	Sum(Time from ringing start to pickup) / Number of conversations answered	Average pickup time	NA
Average Engagement Time	Dashboard → Queues & Agents / My Dashboard	Sum(Time from agent starts talking to call end) / Number of conversations answered	Average engagement time	NA
Average Talk Time	Dashboard → Queues & Agents / My Dashboard / Queue Metrics Reports / Agent Metrics Reports / Call Volume API / Monitor tab	Average Engagement time – mute/hold time	Average talk time	NA
Average Mute/Hold Time	Dashboard → Queues & Agents / My Dashboard	NA	Average mute/hold duration of agent	NA
Average Speed to Answer (ASA)	Dashboard → Queues & Agents / My Dashboard / Queue performance tables / Queue Metrics Reports / Call Volume API / Monitor tab / Service levels	NA	Average time from queue entry to agent acceptance for answered conversations	NA
Average First Response Time	Dashboard → Queues & Agents / My Dashboard / Agent Chat Metrics Report / Monitor tab	Sum(Time from acceptance to first greeting) / Number of answered conversations	Average first response time	NA
Average Agent Response Time	Dashboard → Queues & Agents / My Dashboard / Monitor tab / Agent Chat Metrics Report	Sum(time taken by agent to respond to messages) / Number of responses (excluding first)	Average time taken by agent to respond to customer	NA
Average Customer Response Time	Dashboard → Queues & Agents / My Dashboard	Sum(time taken by customer to respond to agent messages) / Number of responses (excluding first)	Average customer response time	NA
Total Transfers	Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API	NA	Number of all calls/chats transferred	NA
Call Transfers	Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API	NA	Number of voice calls transferred out	NA
Chat Transfers	Dashboard → Queues & Agents / My Dashboard / Service levels / Monitor tab / Agent Metrics Reports / Call Volume API	NA	Number of chats transferred out	NA
Skills in Queue (Live)	Dashboard → Queues & Agents	NA	Top 5 skills required by conversations in queue	NA
Top Skills	Dashboard → Queues & Agents	NA	WordCloud of top 10 skills in use	NA
Conversations by Disposition	Dashboard → Queues & Agents / Queue Disposition Report	NA	Shows conversations with dispositions	NA
Average Satisfaction Rating	Dashboard → Queues & Agents / Agent performance tables / Reports	Sum(CSAT) / Number of CSAT responses	Average CSAT	NA
Customer Satisfaction by Channel	Dashboard → Queues & Agents	NA	Displays CSAT by channel	NA
Offered	Dashboard → Queues & Agents / Reports / APIs	NA	Conversations assigned to agent	NA
Answered	Dashboard → Queues & Agents / Reports / APIs	NA	Conversations accepted by agent	NA
Average Response Time	NA	Sum(time taken by agent to respond to customer) / Responses (excluding first)	Average agent response time	NA
Unanswered	Agent chat metrics report / Dashboard → Queues & Agents	NA	Conversations assigned but not answered	NA
Abandoned (with Agent)	Dashboard → Queues & Agents / Agent performance tables	Chat: user idle scenario / Voice: user ended conversation while agent on hold	Conversations abandoned while with agent	NA
Transferred	Dashboard → Queues & Agents / Reports	NA	Conversations transferred to another agent/queue	NA
Logged In	Dashboard → Queues & Agents / Agent performance tables	NA	Agent logged-in time within chosen interval	NA
Closed / Hour	Dashboard → Queues & Agents / Reports	Number of conversations closed / Logged-in time	Conversations closed per hour	NA
Incoming	Dashboard → Queues & Agents / Reports / APIs	NA	Number of conversations reaching queue	NA
Voicemails	Dashboard → Queues & Agents / Reports	NA	Number of conversations going into voicemail	NA
Terminated	Dashboard → Queues & Agents / Reports	NA	Number of conversations terminated by system	NA
Start Time	NA	NA	Timestamp when conversation started	NA
Duration	NA	NA	Time between start and end of conversation	NA
Accepted	Agent chat metrics report / Reports	NA	Chats accepted by agent	NA
Not Accepted	Agent chat metrics / Reports	NA	Chats not answered/rejected by agent	NA