> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/contact-center/en/kpi-glossar.md).

# KPI glossary

<table><thead><tr><th width="210">CC Analysis KPI</th><th width="117">Call direction</th><th width="101">Target value</th><th width="244">Definition</th><th width="278">Calculation</th><th width="145">Service hours</th></tr></thead><tbody><tr><td>Reachability rate (total)</td><td>incoming</td><td>Target value</td><td>Percentage of answered calls relative to all incoming calls, excluding short calls.</td><td>(Answered calls / total incoming calls) × 100</td><td>within</td></tr><tr><td>Calls answered under X seconds</td><td>incoming</td><td>Target value</td><td>Number or percentage of calls that were answered within a defined time (e.g. 20 seconds). (Greeting, menu, IVR, AI agent, etc. are not counted.)</td><td>(Calls answered in &#x3C; X seconds / total answered calls) × 100</td><td>within</td></tr><tr><td>Avg. answer time (ASA)</td><td>incoming</td><td>no target value</td><td>Average time from the start of a call (greeting, menu, IVR, AI agent are not counted) until it is answered by an agent.</td><td>Total of all answer times / total answered calls</td><td>within</td></tr><tr><td>Avg. waiting time (AWT)</td><td>incoming</td><td>no target value</td><td>Average time callers spend in the queue (greeting, menu, IVR, AI agent are not counted) until they hang up or the call is answered.</td><td>Total of all waiting times / total incoming calls</td><td>within</td></tr><tr><td>max. waiting time</td><td>incoming</td><td>no target value</td><td>Longest waiting time of an individual call in the period considered.</td><td>Maximum of all waiting times</td><td>within</td></tr><tr><td>Avg. talk time (total)</td><td>incoming</td><td>no target value</td><td>Average duration of all completed phone calls.</td><td>Total talk time / total answered calls</td><td>within</td></tr><tr><td>Waiting time exceeded</td><td>incoming</td><td>no target value</td><td>Number of calls where the maximum acceptable waiting time was exceeded.</td><td>Number of calls with waiting time > defined value</td><td>within</td></tr><tr><td>Voicemail</td><td>incoming</td><td>no target value</td><td>Number of calls that ended up in voicemail/mailbox.</td><td>Number of calls with result "Voicemail"</td><td>within</td></tr><tr><td>waiting calls</td><td>incoming</td><td>no target value</td><td>Current number of calls in the queue at the time of measurement.</td><td>Current number of calls in the queue (real-time metric)</td><td>within</td></tr><tr><td>Team AHT</td><td>incoming</td><td>Target value</td><td>Average total handling time per contact</td><td>(Talk time + after-call work time) / total answered calls</td><td>within</td></tr><tr><td>Logged-in agents</td><td>incoming</td><td>no target value</td><td>Number of all agents currently logged into the queue</td><td>Number of agents with status "logged in"</td><td>within</td></tr><tr><td>Agent status in the channel</td><td>incoming</td><td>no target value</td><td>Available<br>In a call<br>In after-call work<br>active in another channel = In a call + In after-call work in another channel<br>Do not disturb = global<br>Offline = logged in + device not connected<br>logged out = logged out</td><td>Status per agent (real-time metric)</td><td>within</td></tr><tr><td>in status since (agent)</td><td>incoming</td><td>no target value</td><td>Amount of time an agent has already spent in the current status.</td><td>Current time - timestamp of the last status change</td><td>within</td></tr><tr><td>Call volume</td><td>incoming</td><td>no target value</td><td>Total number of all calls in a given period.</td><td>Total incoming calls + total outgoing calls</td><td>within</td></tr><tr><td>Total incoming calls</td><td>incoming</td><td>no target value</td><td>Number of calls received in a queue (both answered and missed). Missed short calls are excluded.</td><td>Total incoming calls</td><td>within</td></tr><tr><td>Total answered calls</td><td>incoming</td><td>no target value</td><td>Number of calls answered by the team.</td><td>Total answered calls</td><td>within</td></tr><tr><td>missed calls (total)</td><td>incoming</td><td>no target value</td><td>Number of calls where the caller hung up before the call was answered or an automatic forwarding was triggered (e.g. timeout, no agent available). Missed short calls are excluded.</td><td>Total incoming calls - total answered calls</td><td>within</td></tr><tr><td>Outgoing calls</td><td>outgoing</td><td>no target value</td><td>Number of outgoing calls</td><td>Total outgoing calls</td><td>24/7</td></tr><tr><td>Total outgoing calls</td><td>outgoing</td><td>no target value</td><td>Number of all outgoing calls from the queue</td><td>total outgoing calls</td><td>24/7</td></tr><tr><td>Outgoing calls (agent)</td><td>outgoing</td><td>no target value</td><td>Number of calls made by an agent</td><td>Outgoing calls agent</td><td>24/7</td></tr><tr><td>online since</td><td>incoming, outgoing</td><td>no target value</td><td>The time of the last login to the queue today</td><td>Current time - login time</td><td>24/7</td></tr><tr><td>Missed calls due to hanging up / waiting time exceeded / voicemail</td><td>incoming</td><td>no target value</td><td>Breakdown of missed calls by specific cause</td><td>Hanging up: Number of calls the customer ended before being answered<br>Timeout: Number of calls that exceeded the maximum waiting time<br>Voicemail: Number of calls sent directly to voicemail</td><td>within</td></tr><tr><td>Missed calls due to hanging up / timeout / no agents available</td><td>incoming</td><td>no target value</td><td>Breakdown of missed calls by specific cause</td><td>Hanging up: Number of calls the customer ended before being answered<br>Timeout: Number of calls that exceeded the maximum waiting time<br>No agents: Number of calls with 0 available agents</td><td>within</td></tr><tr><td>Logged-in time</td><td>incoming, outgoing</td><td>no target value</td><td>Aggregated time an agent was logged into the channel today in hours</td><td>Sum of (logout time - next status change)</td><td>within</td></tr><tr><td>Answered calls (agent)</td><td>incoming</td><td>no target value</td><td>Number of calls answered by an agent.</td><td>Answered calls agent</td><td>within</td></tr><tr><td>Avg. talk time (agent)</td><td>incoming</td><td>no target value</td><td>Average talk time of a specific agent</td><td>Total talk time agent / answered calls agent</td><td>within</td></tr><tr><td>active in another channel (agent)</td><td>incoming</td><td>no target value</td><td>Indicator of whether an agent is simultaneously active in other channels (chat, email, etc.).</td><td>Total time the agent (in a call + in after-call work) is in another queue</td><td>within</td></tr><tr><td>Distribution of missed calls (heatmap)</td><td>incoming</td><td>no target value</td><td>Breakdown of missed calls by time periods</td><td>Missed calls per time unit</td><td>within</td></tr><tr><td>Distribution of incoming calls (heatmap)</td><td>incoming</td><td>no target value</td><td>Breakdown of incoming calls by time periods.</td><td>incoming calls per time unit</td><td>within</td></tr><tr><td>Avg. time until hang-up</td><td>incoming</td><td>no target value</td><td>Average waiting time after which callers hang up.</td><td>Total waiting times upon abandonment / number of missed calls by hanging up</td><td>within</td></tr><tr><td>missed calls outside opening hours</td><td>incoming</td><td>no target value</td><td>Number of calls received outside the defined service hours.</td><td>total incoming calls outside opening hours</td><td>outside</td></tr><tr><td>distribution of missed calls outside opening hours (heatmap)</td><td>incoming</td><td>no target value</td><td>Time-based distribution of calls outside service hours.</td><td>missed calls outside opening hours per time unit</td><td>outside</td></tr><tr><td>Contact rate</td><td>outgoing</td><td>no target value</td><td>Percentage of successful contacts for outgoing calls.</td><td>(connected calls total / outgoing calls total) * 100%.</td><td>24/7</td></tr><tr><td>Reached contacts</td><td>outgoing</td><td>no target value</td><td>Total number of connected calls</td><td></td><td>24/7</td></tr><tr><td>Unreached contacts</td><td>outgoing</td><td>no target value</td><td>Total number of outgoing calls that were not connected</td><td></td><td>24/7</td></tr><tr><td>Distribution of outgoing calls</td><td>outgoing</td><td>no target value</td><td>Time-based distribution of outgoing calls</td><td>outgoing calls per time unit</td><td>24/7</td></tr><tr><td>Avg. handling time (AHT)</td><td>incoming</td><td>no target value</td><td>Average total time required to fully handle a contact.</td><td>(Talk time + after-call work time of all answered calls) / total answered calls</td><td>24/7</td></tr><tr><td>Avg. after-call work time</td><td>incoming, outgoing</td><td>no target value</td><td>Average time agents need for documentation and follow-up after a call ends.</td><td>Total of all after-call work times / total answered calls</td><td>24/7</td></tr><tr><td>Avg. talk time</td><td>incoming, outgoing</td><td>no target value</td><td>Average duration of the actual conversations (excluding after-call work).</td><td>Total of all talk times / total answered calls</td><td>24/7</td></tr><tr><td>Availability rate (Agent Availability)</td><td>incoming, outgoing</td><td>no target value</td><td><br><br>Percentage of time agents are available to take calls.</td><td>Time in status Available / (Logged-in time = available + ringing + in a call + in after-call work + active in another channel + do not disturb + offline) *100</td><td>24/7</td></tr><tr><td>Agent activities</td><td>incoming, outgoing</td><td>no target value</td><td>average daily time distribution of all agent statuses</td><td>(total time per status / 24h) × 100</td><td>24/7</td></tr><tr><td>Productive time rate</td><td>incoming, outgoing</td><td>no target value</td><td>Percentage of logged-in time during which agents are "productive" to receive, make, or follow up on calls. Productive time includes talk time and after-call work time. Ringing time is explicitly not counted as productive time.</td><td>(Talk time + after-call work time) / (Logged-in time = available + ringing + in a call + in after-call work + active in another channel + do not disturb + offline) in min *100</td><td>24/7</td></tr><tr><td>Avg. handling time</td><td>incoming</td><td>no target value</td><td>refers to the average total time an agent needs to fully handle an incoming call - from the moment the call is placed until all after-call work tasks are completed</td><td>(Total talk time + total hold time + total after-call work time) / number of outgoing calls</td><td>within</td></tr></tbody></table>


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