Data Dictionary
The data dictionary provides details about every data attribute and metric available in the CXone Mpower custom reporting. With this topic, you can determine the definition of a particular attribute or metric, its calculation if applicable, and details about where to find it and how to use it.
If you are looking for metrics for prebuilt reports or data download reports, they are listed within the individual report.
All time-based reporting data is presented in the time zone of the business unit, which is determined in the BU settings in CXone Mpower.
To find a specific attribute or metric on this page, select the View All filter on the top right. Then press CTRL + F on your keyboard. In the box that appears, enter the name of the attribute or metric.
Attributes
Agent
Agent Detail
Campaign
Contact Attempt
Contact Delivery Type
Contact Start Date
Contact Start Time
Date
Disposition
Disposition Classification
IVR Detail
Location
Point of Contact
Prospective Contact
Prospective Contact Source
Session
Skill
Station
Team
Time
Unavailable Codes
Metrics
Amount
Count
Agent Abandons
The number of outbound calls that were answered but not assigned to an agent. This may be because there were no agents available or because the system experienced a problem assigning the call to an agent. The call is typically still ringing.
If the agent hangs up after the customer has answered, the call goes through the normal disposition process and is not considered an agent abandon. It is no different from a disposition point of view than if the customer had hung up.
Dials
The number of dials processed by the media server. The dialer performs call progress analysis (CPA) and it results in a system disposition, such as Ring No Answer, Busy, or Operator Intercept, or "Connect". The dialer pre-links the agent to the audio of the attempt during CPA for manual, preview, and progressive dialing strategies.
Entered ACW
The number of agents that entered the after contact work (ACW) state during the specified time period or interval. It is for interval reports.
Queued (QUE)
The number of inbound contacts the system placed in the queue, regardless of the amount of time spent there. This includes contacts that waited in the queue, contacts the system immediately routed to an agent, and contacts that an agent transferred somewhere else. It does not include a consult followed by a transfer.
Refused (REF)
The number of contacts the system offered the agent where the agent did not respond. If the system routes the contact to the same agent a second time and they answer the contact, the contact is counted as both a refused call and a handled call for that agent. For this reason, refused and handled may not add up to offered.
Percent
Percent ACW Contact
The percentage of total contact time that the contact spent in the after contact work (ACW) state. You can display it by skill, campaign, or media.
Percent ACW Login (%ACWTC)
The percentage of total time logged in that agents spent in the after contact work (ACW) state. You can display it by skill, campaign, or media.
Percent PreQueue Abandons (%PQA)
The percentage of total inbound contacts that exited the system from the IVR or prequeue state. Note that although every contact enters CXone Mpower via the IVR on a default skill, CXone Mpower does not apply the skill until the customer has exhausted their options in the IVR and decides to speak with an agent. For this reason, this metric does not link to a skill.
Productivity Rate
Shows the relationship between the total contact handle time and the linear representation of the agent's handle time.
This metric only applies for users with dynamic delivery enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Time
Agent Time
Linear representation of agent handle time taking into consideration only the top level contact as specified by the Master Contact ID.
This metric only applies for users with dynamic delivery enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Held Party Abandon Time (HPAT)
The amount of time the agent spent in an unavailable state after a contact abandoned the call while on hold. When an agent puts an active contact on hold and the contact hangs up, the agent's state automatically becomes unavailable. The agent remains unavailable until she manually changes it.
Inbound Time
The total time the agent spent handling an inbound contact. It includes anything that happened in the conversation between the initial greeting and ending the interaction. To avoid wrong numbers and other premature disconnections, only interactions lasting longer than 2 seconds are counted. This metric is also called Talk Time for Inbound Contacts.
Postqueue Time (PQT)
The amount of time the contact remained on the line after the agent disconnected. This statistic counts the time a caller stayed on the phone for events like talking to an agent after a transfer, or after an UNLINK action in a script disconnected the agent and passed the caller to a post-call survey.