Jive Contact Center Glossary
Abandoned After Threshold (AAT)
The average time a contact waits for an agent in the queue before hanging up. A threshold can be used to set performance expectation targets for agents and/or measure the impact to customer satisfaction due to long wait times in the queue.
A contact that left the queue (hung up) before being attended by an agent.
A user who is logged in to a queue(s) and handles incoming calls from contacts.
A contact that is currently speaking with an agent.
Average Handle Time (AHT)
The average time used to attend to a contact (time in queue + talk time + wrap time).
Average Speed of Answer (ASA)
The average time a contact waits for an agent in the queue.
Average Talk Time (ATT)
The average time an attended contact speaks with an agent.
A person that has called in to the queue.
Describes how a contact was ultimately resolved — including:
- Timed Out
The current state of each contact in the queue — including:
- Timed Out
- Wrap Time
A contact that was removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.
A contact that was removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.
Time used to attend to a contact (time in queue + talk time + wrap time).
A contact that has been attended to by an agent.
Key Performance Indicator (KPI)
Metrics used to evaluate your contact center’s performance and its impact on customer experience and satisfaction.
Longest Talk Time
The longest time an attended contact has been speaking with an agent in the queue.
Longest Time in Queue
The longest time an unattended contact has waited in the queue.
The current place of the contact in the queue (order in which calls will be answered). All unattended contacts have a queue position.
Time an attended contact has been speaking with an agent.
Time in Queue
Time an unattended contact waited to speak with an agent.
Timed Out Contact
The number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.
The number of contacts waiting to speak with an agent.
Time used by the agent after speaking to a contact to file tickets, update customer information, etc.
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