The table below outlines all of the data metrics available when using our Data APIs. These represent the different types of information and attributes which are retrievable via both our Historical and Real Time Data APIs.

Metric Description API - Method Channel Analysis Type Filtered By Formula (Optional)
currentStatusDuration The duration of the current status (in Milliseconds). Agent Metrics - Agent Status Messaging Agent Status Agent, Group,Skill
currentStatusReasonDuration The duration of the reason for the "AWAY" status (in Milliseconds). Agent Metrics - Agent Status Messaging Agent Status Agent, Group,Skill
load Indication for the agent’s efficiency (i.e. the amount of work the agent needs to handle, relative to the maximum capacity). It is the total weight of the assigned conversations divided by the agent’s maximum capacity. This is represented in percentage value. Agent Metrics - Agent Status Messaging Agent Utilization Agent, Group,Skill
ringingSlots Number of ringing slots. Agent Metrics - Agent Status Messaging Agent Utilization Agent, Group,Skill
busySlots Number of busy slots. Agent Metrics - Agent Status Messaging Agent Utilization Agent, Group,Skill
openAssignedConversations The agent’s number of open assigned conversations. Agent Metrics - Agent Status,Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
intenseConversations The agent’s number of intense conversations. Agent Metrics - Agent Status Messaging Agent Utilization Agent, Group,Skill
configuredMaxSlots The agent’s number of configured maximum slots. Agent Metrics - Agent Status Messaging Agent Utilization Agent, Group,Skill
weightedAvgLoad Weighted average load of logged in agents, this is represented in percentage value. Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
minLoad Agent’s minimum load. Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
maxLoad Agent’s maximum load. Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
minConfiguredMaxSlots The minimum number of configured maximum slots among agents. Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
maxConfiguredMaxSlots The maximum number of configured maximum slots among agents. Agent Metrics - Summary Messaging Agent Utilization Agent, Group,Skill
numAwayAgents Number of agents in AWAY status. Agent Metrics - Summary Messaging Agent Status Agent, Group,Skill
numBackSoonAgents Number of agents in BACK SOON status. Agent Metrics - Summary Messaging Agent Status Agent, Group,Skill
numOnlineAgents Number of agents in ONLINE status. Agent Metrics - Summary Messaging Agent Status Agent, Group,Skill
resolvedConversations_byCCP The number of conversations that were marked as resolved by the CCP in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
resolvedConversations_byConsumer The number of conversations that were marked as resolved by the consumer in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
resolvedConversations_bySystem The number of conversations that were marked as resolved by the system (that is, by timeout) in the current interval/timeframe. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
totalResolvedConversations The total number of conversations that were marked as resolved in the current interval/timeframe. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
totalHandlingTime_resolvedConversationsThetotalbyCCP Handling time of conversations that were marked as resolved by the CCP in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
totalHandlingTime_resolvedConversationsThetotalbyConsumer Handling time of conversations that were marked as resolved by the consumer in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
totalHandlingTime_resolvedConversationsThetotalbySystem Handling time of conversations that were marked as resolved by the system (that is, by timeout) in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
totalHandlingTime_resolvedConversations The total handling time of conversations that were marked as resolved in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Agent Productivity Agent, Skill
avgTime_resolvedConversations_byCCP The average handling time of conversations that were marked as resolved by the CCP in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Consumer Experience Agent, Skill
avgTime_resolvedConversations_byConsumer The average handling time of conversations that were marked as resolved by the consumer in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Consumer Experience Agent, Skill
avgTime_resolvedConversations_bySystem The average handling time of conversations that were marked as resolved by the system (that is, by timeout) in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Consumer Experience Agent, Skill
avgTime_resolvedConversations The average handling time of conversations that were marked as resolved in the current interval/time frame. Messaging Operations - Messaging Conversation Messaging Consumer Experience Agent, Skill
unassignedConversations The number of unassigned conversations. Equal to the number of actionable conversation + not actionable conversation. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
actionableConversations The number of actionable conversations. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
notActionableConversations The number of not actionable conversations. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
actionableAndManualSla The number of actionable conversations that have a manual SLA on them. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
actionableAndDuringTransfer The number of actionable conversations that were transferred. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
actionableAndConsumerLastMessage The number of actionable conversations in which the consumer wrote the last message. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
notActionableDuringTransfer The number of not actionable conversations that were transferred. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
notActionableAndManualSla The number of not actionable conversations that have a manual SLA on them. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
unassignedConversationsAndFirstTimeConsumer The number of unassigned conversations where the consumer has started for the first time. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
avgWaitTimeForAgentAssignment_NewConversation The time on average a new conversation remains in queue until assigned to an agent. Measured in two separate ways:For current Queue state: for all conversations currently in queue, from the time the conversation was opened until the time of analysis (“now”). For aggregated past 24 hours analysis: for all conversations that left the queue, from the time the conversation was opened until the time is was assigned to an agent. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
avgWaitTimeForAgentAssignment_AfterTransfer The time on average a conversation remains in queue after being transferred until assigned to an agent. Measured in two separate ways:For current Queue state: for all conversations currently in queue, from the time the conversation was opened until the time of analysis (“now”). For aggregated past 24 hours analysis: for all conversations that left the queue, from the time the conversation was opened until the time is was assigned to an agent. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
waitTimeForAgentAssignment_50thPercentile The median time a conversation remains in queue until assigned to an agent. Measured in two separate ways:For current Queue state: for all conversations currently in queue, from the time the conversation entered the queue until the time of analysis (“now”). For aggregated past 24 hours analysis: for all conversations that left the queue, from the time the conversation entered the queue until the time is was assigned to an agent. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
maxWaitTimeForAgentAssignment The maximum time a conversation remains in queue until assigned to an agent. Measured in two separate ways:For current Queue state: for all conversations currently in queue, from the time the conversation entered the queue until the time of analysis (“now”). For aggregated past 24 hours analysis: for all conversations that left the queue, from the time the conversation entered the queue until the time is was assigned to an agent. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
waitTimeForAgentAssignment_90thPercentile The maximum time a conversation remains in queue until assigned to an agent. Measured in two separate ways on the 90th percentile of conversation wait times:For current Queue state: for all conversations currently in queue, from the time the conversation entered the queue until the time of analysis (“now”). For aggregated past 24 hours analysis: for all conversations that left the queue, from the time the conversation entered the queue until the time is was assigned to an agent. Messaging Operations - Messaging Queue Health,Messaging Operations - Messaging Current Queue Health Messaging Queue Health Skill
estimatedWaitTime The time from a consumer's first message until an agent is assigned to the conversation, averaged on the conversations in queue (in seconds). Messaging Operations - Messaging Estimated Wait Time Messaging Queue Health Skill
csat_score1_answers The number of times CSAT answer 1 was submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
csat_score2_answers The number of times CSAT answer 2 was submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
csat_score3_answers The number of times CSAT answer 3 was submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
csat_score4_answers The number of times CSAT answer 4 was submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
csat_score5_answers The number of times CSAT answer 5 was submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
total_answers The total number of answers which were submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
positive_answers The total number of CSAT 4 and 5 answers which were submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
csat_score The percentage of the total answers which were positive (scores 4 and 5) which were submitted in the current time frame. Messaging Operations - Messaging CSAT Distribution Messaging Surveys Agent, Skill
totalSkillConversationSegments The number of times conversations were completed by a skill. Measured for conversations that were closed or transferred to another skill. A conversation may be assigned more than once to a given skill. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
skillSegmentsAbandonedByConsumers The number of conversations closed by a consumer which included no agent message. Measured during the last skill-segment of the conversation, and is unaffected by the agent activity from previous skill-segments.For example:Start Consumer: Hi Skill-A-Agent: Hello Transfer to Skill B Conversation Closed by Consumer while in Skill BSkill B has an abandoned segment while Skill A does not. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
skillSegmentsAbandonedByConsumersInQueue The number of conversations closed by a consumer which included no agent message since no agent was assigned. Measured during the last skill-segment of the conversation, and is unaffected by the agent activity from previous skill-segments.For example:Start Consumer: Hi Skill-A-Agent: Hello Transfer to Skill B Conversation Closed by Consumer while in Skill B before an Agent is assigned to itSkill B has an abandoned segment while Skill A does not. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
skillSegmentsWithNonresponsiveConsumers The number of skill-segments which ended in a transfer to another skill or closed with no response from the consumer to an agent’s message. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
skillSegmentsWithNonresponsiveAgents The number of skill-segments which ended in a transfer to another skill or closed by agent/system with no message from an agent. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
interactiveSkillSegments The number of skill-segments which ended in a transfer to another skill or closed with at least one response from a consumer to a skilled-agent’s message. Measured from the first message sent by an agent in a new skill-segment. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
avgTimetoFirstAgentMessageFromAgentAssignment The time on average taken by an agent to respond to a consumer from the time the agent is assigned to the conversation. Calculated only for the first agent message sent after a skill-segment starts. Messaging Operations - Messaging Skill Segments Messaging Skill Performance Skill
totalTimeToAnswer The total time, in seconds, that the visitors spent in the queue before being connected to an agent. Operational Realtime - Queue Health Chat Queue Health Skill
enteredQEng The number of visitors that entered the queue. Operational Realtime - Queue Health Chat Queue Health Skill
avgTimeToAnswer The average time, in seconds, that a visitor spent in the queue before being connected to an agent. Operational Realtime - Queue Health Chat Queue Health Skill totalTimeToAnswer / connectedEng
abandonmentRate The number of visitors that abandoned the queue out of the total visitors that started an engagement. Operational Realtime - Queue Health Chat Queue Health Skill abandonedEng / (abandonedEng + connectedEng)
abandonedEng The number of visitors that abandoned the queue before being connected to an agent. Operational Realtime - Queue Health Chat Queue Health Skill
connectedEng The number of visitors that were connected to an agent. Operational Realtime - Queue Health Chat Queue Health Skill
totalTimeToAbandon Total time visitors spend in queue before abandon. Operational Realtime - Queue Health Chat Queue Health Skill
avgTimeToAbandon The average time visitors spend in queue before abandon. Operational Realtime - Queue Health Chat Queue Health Skill totalTimeToAbandon / abandonedEng
maxQueueSize The maximum queue size within the given time frame. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
minQueueSize The minimum queue size within the given time frame. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
averageQueueSize The average queue size within the given time frame (rounded). Default value if no such data exists is -1. Calculated as queueSizeSum / queueSizeCount Operational Realtime - Queue Health Chat Queue Health Skill
maxAvailableSlots The maximum available slots within the given time frame. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
maxAvailableSlots The maximum available slots within the given time frame. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
minAvailableSlots The minimum available slots within the given time frame. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
averageAvailableSlots The average available slots within the given time frame (rounded). Default value if no such data exists is -1. Calculated as availableSlotsSum / availableSlotsCount Operational Realtime - Queue Health Chat Queue Health Skill
currentQueueState The current queue size. Default value if no such data exists is -1. Operational Realtime - Queue Health Chat Queue Health Skill
currentAvailableSlots The current available slots. Default value if no such data exists is -1. Note: If the agent concurrency set to 'Unlimited', the number of current available slots for the associated skill will always be 1. Operational Realtime - Queue Health Chat Queue Health Skill
queueSizeSum Sum of all queue sizes received (queue size sum is calculated as sum of all [queue size] * [counter column value]) Operational Realtime - Queue Health Chat Queue Health Skill
queueSizeCount Total number of queue size measures made Operational Realtime - Queue Health Chat Queue Health Skill
availableSlotsSum Sum of all available slots received (queue size sum is calculated as sum of all [queue size] * [counter column value]) Operational Realtime - Queue Health Chat Queue Health Skill
availableSlotsCount Total number of available slots measures made Operational Realtime - Queue Health Chat Queue Health Skill
totalInteractiveChats The number of interactive chats that were closed in the current interval/time frame. Operational Realtime - Engagement Activity Chat Agent Productivity Agent, Skill
totalNonInteractiveChats The number of non-interactive chats were closed in the current interval/time frame (this also includes chats that were abandoned by the visitor). Operational Realtime - Engagement Activity Chat Agent Productivity Agent, Skill
totalHandlingTime The total time in seconds that was spent handing the interactive chats in the current interval/time frame. Operational Realtime - Engagement Activity Chat Agent Productivity Agent, Skill
nonInteractiveTotalHandlingTime The total time in seconds that was spent handing the non-interactive chats in the current interval/time frame. Operational Realtime - Engagement Activity Chat Agent Productivity Agent, Skill
connectedEngagements The number of chats connected to an agent in the current interval/time frame. Operational Realtime - Engagement Activity Chat Agent Productivity Agent, Skill
total The total time the agent was in this state (seconds). Note the filters available for this metric. Operational Realtime - Agent Activity Chat Agent Status Agent,Status,Reason (Away Reason)
chatting The total time the agent was chatting in this state (seconds). Note the filters available for this metric. Operational Realtime - Agent Activity Chat Agent Utilization Agent,Status,Reason (Away Reason)
notChatting The total time the agent was not chatting in this state (seconds). Note the filters available for this metric. Operational Realtime - Agent Activity Chat Agent Utilization Agent,Status,Reason (Away Reason)
chattingInMaxConcurrency The amount of time the agent was chatting concurrently with the maximum allowed chats in this state (seconds). Note the filters available for this metric. Operational Realtime - Agent Activity Chat Agent Utilization Agent,Status,Reason (Away Reason)
currentAvailableSlots The current queue number of available slots. Note: If the agent concurrency set to 'Unlimited', the number of current available slots for the associated skill will always be 1. Operational Realtime - Current Queue State Chat Queue Health Skill
currentQueueSize The current queue size Operational Realtime - Current Queue State Chat Queue Health Skill
accumulated The percentage of chats that fall in this bucket or in earlier buckets (buckets for shorter queue wait periods). Note the histogram filter available for this metric. Operational Realtime - SLA Histogram Chat Service Level Group,Skill,Histogram (bucket range in sec.)
percentageFromTotal The percentage of chats that fall in this bucket. Note the histogram filter available for this metric. Operational Realtime - SLA Histogram Chat Service Level Group,Skill,Histogram (bucket range in sec.)
chats The number of chats with wait time that falls in this bucket. Note the histogram filter available for this metric. Operational Realtime - SLA Histogram Chat Service Level Group,Skill,Histogram (bucket range in sec.)