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40 ZIWO Live View KPIs
(updated as of 01/2019)

Description		Formula
	Service Level Agreement (SLA) SLA specifies a contact center committed to answering a set percentage of calls within a certain number of seconds	% of calls answered within user defined seconds
INBOUND	21
Description		Formula
	Current active Queue Calls Shows the total current value of ongoing Queue calls	Σ Calls of all Queues
	Current Customers Waiting in Queue Shows the total current value of customers currently waiting in a Queue	Σ Callers waiting in all Queues
	Total ACD Calls Measures the number of calls received in queues	Σ Queued calls
	Total calls landed in IVR Shows the total value of Calls landed in any IVR	Σ Calls that landed in any IVR
	Total Calls Lost in IVR Measures the number of calls hanged up while in IVR	Σ Calls hung up in IVR
	Total Clean Calls Inbound Measures the number of actual inbound calls received in the system which did not hangup before the specified duration.	Σ inbound calls with duration > user defined duration
	Total Phantom Calls Inbound Measures prematurely hanged up inbound calls, according to user specified duration.	Σ inbound calls with duration < user defined duration
	Total Transferred Calls Measures calls forwarded to internal extensions	Σ Internal call transfers
	Total Abandoned Calls Measures the number of callers who hang up before they can be connected to an agent (often because the caller is frustrated with the time on hold).	Σ queue calls hung up before answering
	Percentage Abandoned Calls Ratio, in percentage, between prematurely hanged up calls and the overall call count handled by the system	Total Abandoned Calls/Total ACD Calls
	Total Voicemails Shows the total number of Voicemails received	Σ Calls that ended in Voicemail recording
	Total Answered Queue Calls Shows the total value of answered Queue calls	Σ queue calls which were answered.
	Answer-seizure ratio-ASR (inbound) Percentage of answered calls with respect to the total call volume.	Σ Answered inbound calls/Σ inbound calls
	Average Answered Calls per Agent Measures the average number of calls received by agents over a specified period of time.	Σ Answered call/Active agents
	Average Queue Waiting Time Measures the average time for a call to be handled by an agent	Σ Waiting time on ACD calls/Total ACD calls
	Avg. Abandoned Time Average duration, in seconds, of abandoned calls.	Σ Abandoned call waiting time /Total Abandoned Calls
	Average Inbound Handling Time Average duration, in seconds, of inbound answered calls	Σ Answered inbound calls duration/Σ Answered inbound calls
	Average Inbound Talk Time Measures the average duration of agents conversations	Σ Inbound calls talk time /Total inbound calls
	Average Speed of Answer-ASA (inbound) Measures the average time for an ACD inbound call to be handled by an agent.	Σ inbound calls ring time/Σ Answered inbound calls
	Average Talk Time for Queue Calls Shows the average talk time for all Queue calls	Σ Queue Calls Talk Time/Total Queue calls
	Total Inbound Talk Time Shows the total inbound talk time	Σ Talk Time of all Inbound Calls
OUTBOUND	7
Description		Formula
	Total Outbound calls Number of calls placed over a specified period of time	Σ Initiated outbound calls
	Total Clean Calls Outbound Measures the number of outbound calls placed in the system which did not hangup before the specified duration	Σ Inbound calls (call duration > user defined duration)
	Total Phantom Calls Outbound Measures prematurely hanged up outbound calls, according to user specified duration.	Σ outbound calls (call duration < user defined duration)
	Average Outbound Handling Time Average duration, in seconds, of outbound answered calls	Σ Answered outbound calls duration/Σ Answered outbound calls
	Average outbound Talk Time Shows the total outbound talk time	Σ Outbound calls talk time/Total Outbound calls
	Total outbound Talk Time Shows the total outbound talk time	Σ Talk Time of all Outbound Calls
PERFORMANCE	11
Description		Formula
	Current Agents on Call Sum of all agents currently in "Call" status	Σ agents in "Call" status
	Total Agents Logged In Number of agents displaying an active status	Σ agents in the following status (Available, On Break, Meeting or Outgoing)
	Current Agents Available Sum of all agents currently in "Available" status	Σ agents in "Available" status
	Current Agents on Break Sum of all agents currently in "On Break" status	Σ agents in "On Break" status
	Current Agents in a Meeting Sum of all agents currently in "Meeting" status	Σ agents in "Meeting" status
	Current Agents set to Outbound Sum of all agents currently in "Outgoing" status	Σ agents in "Outgoing" status
	Total On Hold Time Measures the global time, in seconds, spent by callers on hold	Σ hold time of all inbound and outbound calls.
	Total Agents Number of agents registered in the system, does not included deleted accounts.	Σ Agents registered
	Occupancy Percentage of total time agents spent on call over total agents logged in time.	Percentage of (total calls handling time / total logged in time).
	Maximum concurrent agents online Maximum number of agents online within the given time range.	Maximum number of overlapping online agents within the given time range.
	FCR Number of calls/incidents resolved with customer having to re call within specified time.	Percentage of (total calls handling time / total logged in time).