This page contains a list of metrics available in the CXone Dashboard application, click on a metric to learn more.
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ACD Metrics
- % Abandoned
- % Active Talk Time
- % ACW Time
- % Available Time
- % Hold Time
- % Handle Time
- % Handled
- % Held
- % InQueue Time
- % Long Abandons
- % Pre-Queue Abandons
- % Pre-Queue Time
- % Queued
- % Refused Time
- % Short Abandons
- % Talk Time
- % Unavailable Time
- ACW Time
- Abandon Time
- Abandons
- Active Talk Time
- Agent Offered
- Available Time
- Avg ACW Time
- Avg Abandon Time
- Avg Active Talk Time
- Avg Handle Time
- Avg Hold Time
- Avg InQueue Time
- Avg Speed of Answer
- Avg Talk Time
- Callbacks
- Callbacks Failed
- Callbacks - Success
- Conference Time
- Conferences
- Contact Duration
- Contacts
- Held Contacts
- Handled CPH
- Handle Time
- Handled
- Hold Count
- Hold Time
- In SLA
- InQueue Time
- Inbound Contacts
- Inbound Handled
- Login Count
- Login Time
- Long Abandons
- Longest Answer Time
- Longest Delay
- Max ACW Time
- Max Abandon Time
- Max Hold Time
- Occupancy
- Out SLA
- Outbound
- Outbound Handled
- Pre-Queue Abandons
- Pre-Queue Time
- Queued
- Refusals
- Refused Time
- Routing Time
- Service Level
- Short Abandons
- Speed of Answer
- Talk Time
- Unavailable Time
- Working Time
- ACD - Near Real Time Metrics
Digital Experience Metrics
CXone QM Metrics