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The following are call handling and call center metrics in Akixi that strongly align with fields from Broadworks.
This list is quite long and CTRL-F / CMD-F may be useful to find what you are looking for.
| Broadwork Metric (see comment for definition) |
Metric Value Type |
Supported | Akixi Report Style | Akixi Field/Metric Location (see comment for definition) |
NOTES |
| % Answered Calls Answered in Service Level | Percentage | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Answer Performance / % Service Level | * Closest Alternative = Filter by "Answered Type = Answered" |
| % Calls Abandoned | Percentage | Yes | * Group / Queue Report and * Call Center Agent Report | Call Percentages / % Inbound Abandoned | |
| % Calls Abandoned after Entrance Message Completes | Percentage | On Roadmap | * see notes | Call Percentages / Inbound Answer Performance / * % Calls Abandoned after Entrance Message Completes | Release is post poned and expected to be included in 3.x (Q1 26') |
| % Calls Abandoned before Entrance Message Completes | Percentage | On Roadmap | * see notes | Call Percentages / Inbound Answer Performance / * % Calls Abandoned before Entrance Message Completes | Release is post poned and expected to be included in 3.x (Q1 26') |
| % Calls Answered in service Level | Percentage | Yes | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Answer Performance / % Service Level | |
| % Calls Abandoned in % x% secs | Percentage | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Abandoned Performance / % Calls Abnd <= Xs | This value can be customized under the SLA/KPI menu of the report modification menu |
| % Calls Answered in % x% secs | Percentage | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Answer Performance / % Calls Ans <= Xs | This is pulled from "SLA/KPI" settings, and can be customized - ANS is 15,30... |
| ACD Calls | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Inbound ACD Calls | |
| ACD Calls | Total Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Inbound ACD Calls | |
| Activity Detail | Value | Yes | Agent / DND Activity Log | Status Related > Status Change (Description) (Closest Alternative) | For activity detail report, currently no "breakdown by time period" in the visual; multi-axies reporting address this (expected in 2026, but no firm date) |
| Activity Time | Date/Time | Yes | Agent / DND Activity Log | ACD Times / Change Time | |
| Activity Type | Value | Yes - Alternative | Agent / DND Activity Log | Status Related > Summary ACD State (Closest Alternative) | |
| Agent Name | Value | Yes | Agent / DND Activity Log | Fields / Properties / ACD Agent Name | |
| Agent Extension | Value | Yes | Agent / DND Activity Log | Fields / Properties / ACD Agent Extension | |
| Agent Number | Value | Yes | Agent / DND Activity Log | Fields / Properties / ACD Agent ID | |
| Agent Transfer Number | Value | On Roadmap | * see notes | N/A | Release is expected to be included in 3.x (Q1 26') |
| Available | Total Duration | Yes | * Group / Queue Report and * Call Center Agent Report | ACD Times / Tot Available Time | |
| Average Abandonment Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Avg Abandoned Time | |
| Average ACD Duration | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Inbound ACD Calls | |
| Average Handle Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | ACD Times / Avg Handling Time | |
| Average Hold Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Avg Held Time | |
| Average Inbound Duration | Average Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Inbound ACD Calls / Avg ACD Talk Time In | * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) |
| Average Internal Duration | Average Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Internal Inbound Calls / Avg Internal Talk Time | * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) |
| Average Outbound ACD Duration | Average Duration | No | N/A | N/A | No equivolent metric, could use the Avg Outbound Duration as an alternative. But not specific to ACD |
| Average Outbound Duration | Average Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Outbound Only / Avg Call Time (Out) | * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time + Ring Time (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) |
| Average Outbound Route Point Duration | Average Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Average Route Point Duration | Average Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Average Speed of Answer | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Avg Answer Time | |
| Average Staff | Average Duration | No | N/A | N/A | Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report |
| Average Staff Time | Average Duration | No | N/A | N/A | Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report |
| Average Talk Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Avg Talk Time | |
| Average Unavailable Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | ACD Times / Avg Not-Available Time | |
| Average Wait Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Inbound Only / Avg Waiting Time | |
| Average Wrap-Up Time | Average Duration | Yes | * Group / Queue Report and * Call Center Agent Report | ACD Times / Avg Wrap-Up Time | |
| Bounced | Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Advanced Calls | |
| Bounced Transfer Number | Value | Yes - Alternative | Historic Call Log | Call Properties/ * Telephone No Moved To (Closest Alternative) | * Nothing on roadmap for the Bounced Transfer Number at this time. However, the "Agent" and "Transfer" number will be released and we've submitted a feature request to tack this onto the update |
| Call Answer Time | Date/Time | Yes | Historic Call Log | Call Times / Time Answered At | |
| Call Center Name | Value | Yes | * Group / Queue Report and * Call Center Agent Report | Fields / Properties / Device Name | |
| Call Center Overflowed From | Value | Yes - Alternative | Historic Call Log | Device Properties/* Device ID Moved From (Closest Alternative) | Can be added to Call Detail reports - will list CC name overflowed from |
| Call End Time | Date/Time | Yes | Historic Call Log | Call Times / Time Ended At | |
| Calls Received | Total Count | Yes | * see notes | * see notes | |
| Call Result | Value | Yes | Historic Call Log | Status Relate / Status (Description) | |
| Call Start Time | Date/Time | Yes | Historic Call Log | Call Times / Call Start Time | |
| Call type | Value | Yes | Historic Call Log | Call Properties / Call Type | |
| Caller/Called Number | Value | Yes | Historic Call Log | Call Properties/ Telephone No Called | |
| Caller's Number | Value | Yes | Historic Call Log | Call Properties/ Telephone No Calling | |
| Calls Abandoned | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Inbound Abandoned | |
| Calls Abandoned after Entrance Message Completes | Count | On Roadmap | * see notes | * To be Released Calls Abandoned after Entrance Message Completes |
Release is expected to be included in 3.x (Q1 26') |
| Calls Abandoned before Entrance Message Completes | Count | On Roadmap | * see notes | * To be Released Calls Abandoned before Entrance Message Completes |
Release is expected to be included in 3.x (Q1 26') |
| Calls Abandoned in % X secs | Percentage | Yes | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Abandoned Performance / % Abandoned <= X | This value can be customized under the SLA/KPI menu of the report modification menu |
| Calls Answered | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Inbound Answered | |
| Calls Answered in % X secs | Percentage | Yes | * Group / Queue Report and * Call Center Agent Report | Call Percentages / Inbound Answer Performance / % Answered <= X | This value can be customized under the SLA/KPI menu of the report modification menu |
| Calls Bounced | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Advanced Calls | |
| Calls Bounced Transferred | Total Count | No | N/A | N/A | * Some visibility is possible via a Queue's "Overlfowed In" counter * Doesn't Track the "Bounced Transfer" policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric. Release TBD |
| Calls Completed in Service Level | Count | Yes - Alternative | * see notes | Under investigation for feasibility with Akixi product mgmt; refers to the NUMBER of calls that were HANDLED in X time below the desired threshold for "speed of handling"; Akixi service level metrics refer to speed of answer | * Worked with Akixi, can't find a good alternative. Will engage engineering team to identify better alternative * BWKS refers to "Completed" while Akixi refers to "ring to answer" time. I.e Speed of handling vs Speed of Answer |
| Calls Escaped | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Escaped | |
| Calls Overflowed - Size | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Calls Overflowed - Time | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Calls Presented | Total Count | No | N/A | N/A | * Current Akixi value more represents "Total Calls", not "Presented" * Changes needed | "Presented calls" should be known as "Total calls" different from BWKS |
| Calls Queued | Total Count | Yes | * see notes | * see notes | * No Current representation in Akixi. Akixi's "Calls In Queue" is only available in Real-Time. "Total Calls" metric would represent BWKS "Calls Queued" better * Changes that are needed | Change "Queued Calls" label to "Calls Waiting" * Current in Akixi | Queued Calls = Calls Waiting (real time only) |
| Calls Stranded | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Calls Stranded - Unavailable | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Calls Transferred | Total Count | No | N/A | N/A | * Alternative "Overflowed off" will show all "transferred calls" , but not specific to if it was done by a Supervisor * The "Agent" and "Transfer" number will be released TBD |
| Date & Time | Date/Time | Yes | Historic Call Log | Call Times / Time Started At (Distribution) | |
| Date & Time (Contiguous Metric in Y Axis) | Value | No (roadmap Alternative) | * see notes | Dual-Axis (coming soon) | Pending "Dual Axis" feature 3.x est 2026. Exact release date TBD, pushing to release ASAP. |
| Disposition Codes | Value | Yes | *Historic Call Log * Call Center Agent Report (Real-Time) |
Call Properties / Account Code / Account Code Description | Active Call Properties / Call's Account Code / Calls' Account Code Description | * Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code" * Agent Report - Will only show in real-time, and only the most recent code used |
| Disposition Codes | Counts | Yes - Alternative | Calls By Account Code | Fields / Properties / Calls By Account Code | * Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code" |
| DNIS Name | Value | Yes | Historic Call Log | Call Properties / DNIS Description | |
| DNIS Number | Value | Yes - Alternative | Historic Call Log | Call Properties / DID DIgits | The DID digits field should show the dialed DNIS # - so if a call center has say 3 different DNIS's, then if the report scope includes calls to all 3 DNIS's the column should contain the DNIS in the case any of the dNIS's were dialed but it will probably also show the "main number" of the queue if the call was -not- routed to a DNIS whereas I think the BroadWorks field only shows if you run the legacy report against multiple DNISs |
| Emergency Calls | Count | No | N/A | N/A | No equivolent Option in Akixi (Counts transfers to superivsors) |
| Escalated Calls | Count | No | N/A | N/A | No equivolent Option in Akixi (Counts transfers to superivsors) |
| Forced Forwarding Applied | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Hold Time | Total Duration | Yes | * Group / Queue Report and * Call Center Agent Report | Call Times / Total Held Time | |
| Holiday Service Applied | Total Count | No (roadmap Alternative) | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Idle | Total Duration | No | N/A | N/A | * BWKS "Idle" tracks any time in Available where the user is NOT on a call * Akixi "Tot Avail Time" includes all "Available Time" whether they were on a call or not (which matches BWKS "Available" stat) * Akixi shows "Idle" status, but only available in live monitoring, not historical tracking |
| Inbound Calls | Total Count | Yes | * Group / Queue Report and * Call Center Agent Report | Call Counts / Inbound Calls | |
| Inbound Calls | Total Duration | Yes - Alternative | Call Center Agent Report | Call Times / Inbound Only / Inbound Non-ACD Calls /Total NON-ACD Call Time (In) | * Closest alternative because BWKS only captures data against answered calls, where Akixi captures the data against all calls whether answered or not. * Will need to filter by "Answered Type" = Answered to be more comparable metric with Broadworks |
| Internal Calls | Total Count | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Counts / Internal Inbound Calls / Inbound Internal Calls | |
| Internal Calls | Total Duration | Yes - Alternative | * Call Center Agent Report * Group/Queue Report * Time Interval Reports | * Alternative = Filter by "Internal Only" | |
| Long Hold Bounced Calls | Count | No | Group/Queue Report | Closest Alternative = Call Counts > Overflowed off (Closest Alternative) | * Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative |
| Longest ACD Call | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Max Call Time | |
| Longest Answer Time | Duration | Yes | * see notes | * see notes | I do not see any "Longest" or "Max" option in Akixi for "Answer Time" (wait time + ring time). I only see "Average" options. |
| Longest Inbound Call | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Max Call Time | * Best Alternative is using Filtering by Call Type / Direction = "Inbound" |
| Longest Internal Call | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Max Call Time | * Best Alternative is using Filtering by Call Type / Direction = "Internal" |
| Longest Outbound ACD Call | Duration | No | N/A | N/A | Akixi does not track whether outbound calls are ACD or not |
| Longest Outbound Call | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Call Times / Max Call Time | * Best Alternative is using Filtering by Call Type / Direction = "Outbound" |
| Longest Outbound Route Point Call | Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Longest Route Point Call | Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Longest Wait Abandoned | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Max External ACD Wait Time / Max External Non-ACD Wait Time | * Best Alternative is using Filtering by Answer Type = "Abandoned" |
| Longest Wait Time | Duration | Yes - Alternative | * Group / Queue Report and * Call Center Agent Report | Max External ACD Wait Time / Max External Non-ACD Wait Time | |
| Night Service Applied | Total Count | On Roadmap | Group/Queue Report | TBD | |
| No Skill | Total Count | On Roadmap | * Group / Queue Report and * Call Center Agent Report | TBD | Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity). Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues |
| No Skill | Total Duration | On Roadmap | * Group / Queue Report and * Call Center Agent Report | TBD | Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity). Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues |
| Not Available Codes | Total Count | Yes - Alternative | Agent N/A Code Usage | ACD Counts | * Will need to filter by agent to see individual Agent's stats * Upcoming "Dual Axis" feature may allow us to see all agents on one report (Mark will check on this to ensure this report type may be included) * Will show all codes configured in Broadworks (not customerized in Akixi) |
| Not Available Codes | Total Duration | Yes | * Group / Queue Report and * Call Center Agent Report | ACD Times / Not Available Code Times / Select Custom Not Available Code | * First need to customize the ACD Codes (max 10 slots) 1. ACD Codes / Create custom codes 2. Fields / ACD Times / Not Available Code Times / Will see custom unavailable codes here |
| Number Called | Value | Yes - Alternative | Historic Call Log | Call Properties / DID Digits Call Properties / DNIS Description |
* Alternative: DID Digits + DNIS Description shows the actual original number dialed + the name of the Group * Called Number will be the queue |
| Number of Bounces | Total Count | Yes | Historic Call Log | Call Properties / Bounced | |
| Outbound ACD Calls | Total Count | No | N/A | N/A | * Akixi does not track whether outbound calls are ACD or not |
| Outbound ACD Calls | Total Duration | No | N/A | N/A | * Akixi does not track whether outbound calls are ACD or not |
| Outbound Calls | Total Count | Yes | Call Center Agent Report | Call Counts / Outbound Calls | |
| Outbound Calls | Total Duration | Yes | Call Center Agent Report | Call Times / Outbound Only / Total Call Time (Out) | |
| Outbound Route Point Calls | Total Count | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Outbound Route Point Calls | Total Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Policy Applied | Value | On Roadmap | * see notes | * see notes | Slotted for Q1 of 2026 (may get pushed out) |
| Promo Code (Disposition Code) 1 | Value | Yes | * see notes | * see notes | Unable to locate definition in the Broadworks CC Report Guide |
| Promo Code (Disposition Code) 2 | Value | Yes | * see notes | * see notes | Unable to locate definition in the Broadworks CC Report Guide |
| Promo Code (Disposition Code) 3 | Value | Yes | * see notes | * see notes | Unable to locate definition in the Broadworks CC Report Guide |
| Received via Overflow | Total Count | Yes - Alternative | Group/Queue Report | Call Counts / Overflowed In | * Akixi's version may differ slightly from BWKS - BWKS is specific to the "Overflow" policy, where Akixi's includes all "diverted/overflowed/forwarded/escaped" calls into the Queue |
| Route Point Calls | Total Count | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Route Point Calls | Total Duration | No | N/A | N/A | * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) |
| Short Duration Calls | Count | Yes - Alternative | * see notes | * see notes | |
| Sign In Date/Time | Date/Time | Yes - Alternative | 1.Agent / DND Activity Log | 2. Call Center Agent Report | 1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At |
* There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date) |
| Sign Out Date/Time | Date/Time | Yes - Alternative | 1.Agent / DND Activity Log | 2. Call Center Agent Report | 1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At |
* There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date) |
| Skill Level | Value | On Roadmap | Historic Call Log | * see notes | New metric for Agent Skill Level will be added to historic call log |
| Skill Nos | Total Count | On Roadmap | * Call Center Agent Report * Group/Queue Report * Time Interval Reports |
* see notes | Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill |
| Skill Nos | Total Duration | On Roadmap | * Call Center Agent Report * Group/Queue Report * Time Interval Reports |
* see notes | Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill |
| Staffed | Total Duration | Yes | Call Center Agent Report | ACD Times / Time On Duty (Total) | * Using the ECCR template, Akixi will map it with custom label "Staffed" * Time On duty is also available in Queue reports, but not mapped added by default or configured with a custom label |
| Talk Time | Total Duration | Yes | Call Center Agent Report | ACD Times / Total Talk Time | |
| Transfer Location | Value | No | N/A | N/A | |
| Transfer Number | Value | On Roadmap | * see notes | * see notes | * On the roadmap for Q1 2026 |
| Transferred Calls | Count | Yes | Call Center Agent Report | Call Counts / Transferred Out Calls | |
| Transfer Number | Value | Yes - Alternative | * see notes | * see notes | Will show WHO did the transfer? "Agent Transferred" or "Supervisor "Xfered" | Release Target is 3.x Q1 26' |
| Unavailable | Total Duration | Yes | Call Center Agent Report | Call Counts / Tot Not-Available Time | |
| Wait Time | Duration | Yes | Historic Call Log | Call Times / Call Ring Time (Distribution) and Call Ring Time (Segment) | |
| Wait time in Queue | Total Duration | Yes - Alternative | Historic Call Log | Call Times / Call Ring Time (Distribution) | |
| Wrap Up Time | Total Duration | Yes | Historic Call Log | Call Times / Wrap-Up Time | |
| Wrap Up Time | Total Duration | Yes | Historic Call Log | * see notes | v2.8 added "Wrap Up Time" metric to historic call log; previously only tracked in agent/queue report styles |
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