Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 96)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Contact Back Counts
Blocked Count of the number of contacts contacting back after being blocked
(denied entry)
Abandoned Count of the number of contacts contacting back after abandoning the
center
Disconnected Count of the number of contacts contacting back after being
disconnected
Leaving Message Count of the number of contacts contacting back after leaving messages
Served Count of the number of contacts contacting back after being served by
an agent
Contact Times
Speed of Answer Average time between contact-center entry and connection with an
agent
Handle Time Average time the primary agents spends serving the contact, including
both talk and after-contact time
Time in Contact
Center Average amount of time the contact spends in the contact center
Percentages
Blocking Percentage of attempted contacts that are blocked
Abandonment Percentage of offered contacts that abandon the center
Serviced in X minutes Percentage of served contacts that are handled within the specified
service cutoff
Contact Statistic Definition