Chat and SMS metrics glossary

The following list defines chat and SMS metrics available in contact center real-time dashboard and historical reports. You can also view definitions for voice/video or agent availability metrics.

Note: The real-time analytics dashboard only includes statistics for the current day.

This article covers:

• Chat metrics
• SMS metrics

Prerequisites for viewing contact center metrics

• Account owner, admin, supervisor, or agent role; or relevant privilege
• Pro, Business, or Education account
• Zoom Contact Center license

Chat metrics

• Active chat: The number of chat sessions that were routed by the queue and are currently active with a queue member.
• Abandoned: Inbound chat sessions that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage.
• Agent Completed / Total completed chats : Inbound chat sessions that were answered by a queue member and have ended. Only the real-time dashboard displays the number and percentage.
• Avg. Agent First Message Speed: The average amount of time it takes an agent to respond to a consumer’s initial message in a messaging channel engagement.
• Avg. chat Wrap-up duration: The average time queue members spend in the wrap-up period. Displayed in hours, minutes, and seconds.
• Closed Inbound Engagements / Closed Outbound Engagements: The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is closed once the wrap-up duration has ended.
• Chat messaging time - Average / Avg. chat messaging duration : The sum of the chat session time divided by the total number of chat sessions. Displayed in minutes and seconds. This does not include wait and wrap-up times.
• Chat messaging time - Shortest / Shortest chat messaging duration : The shortest time that a consumer spent in a chat session with a queue member. Displayed in hours, minutes, and seconds.
• Chat messaging time - Longest / Longest chat messaging duration : The longest time that a consumer spent in a chat session with a queue member. Displayed in hours, minutes, and seconds.
• Chat waiting time - Average: The sum of the chat session waiting time divided by the total number of chat sessions. Displayed in minutes and seconds. 
• Chat waiting time - Shortest: The shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
• Chat waiting time - Longest: The shortest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
• Live inbound chat engagements: The total number of inbound chat sessions currently in the queue, including active chats or chats waiting in queue.
• Longest Agent First Message Speed: The longest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement.
• Longest chat Wrap-up duration: The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
• Opt-out duration: The total duration that an agent was opted out of their queues.
• Shortest Agent First Message Speed: The shortest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement.
• Shortest chat Wrap-up duration: The shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
• Total Inbound Chats: The total number of inbound chat sessions to the queue(s) in the current day.
• Total missed: Inbound chat sessions that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage.
• Total transferred in: The number of inbound chat sessions that were transferred to another queue or agent.
• Total released: The number of inbound chat sessions that were released to another queue or agent.
• Upgraded to video call: The number of inbound chat sessions that were upgraded to a video call.
• Upgraded to voice call: The number of inbound chat sessions that were upgraded to a voice call.
• Waiting chat: The number of inbound chat sessions that haven’t been answered and are waiting in the queue.

SMS metrics

• Abandoned: Inbound SMS sessions that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage.
• Avg. Agent First Message Speed: The average amount of time it takes an agent to respond to a consumer’s initial message in a messaging channel engagement.
• Active SMS: The number of SMS sessions that were routed by the queue and are currently active with a queue member.
• Completed: Inbound SMS sessions that were answered by a call queue member. Only the real-time dashboard displays the number and percentage.
• Live SMS: The total number of inbound SMS sessions currently in the queue, including active chats or chats waiting in queue.
• Long-abandoned SMS: The number of SMS sessions that were hung up by the customer while waiting in the queue. This only includes calls where the wait time exceeded the short-abandon threshold set in queue settings.
• Longest Agent First Message Speed: The longest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement.
• Opt-out duration: The total duration that an agent was opted out of their queues.
• Outbound SMS - Total SMS engagements / Total SMS Engagements: The total number of outbound SMS engagements in the selected queues.
• Outbound SMS - Total SMS sent / Outbound SMS Sent: The total number of outbound SMS messages sent by members in the selected queues.
• Overflowed / Total overflowed: Inbound SMS sessions that overflowed to another destination based on the queue's settings.
• Shortest Agent First Message Speed: The shortest amount of time that an agent took to respond to a consumer’s initial message in a messaging channel engagement.
• Short-abandoned SMS: The number of SMS sessions that were hung up by the customer while waiting in the queue. This only includes SMS sessions where the wait time exceeded the short-abandon threshold set in queue settings.
• SMS Messaging Duration - Average / Avg. SMS messaging duration : The sum of the SMS session time divided by the number of active SMS sessions. Displayed in minutes and seconds. This does not include waiting and wrap-up times.
• SMS Messaging Duration - Shortest / Shortest SMS messaging duration : The shortest time that a consumer spent in an SMS session with a queue member. Displayed in hours, minutes, and seconds.
• SMS Messaging Duration - Longest / Longest SMS messaging duration : The longest time that a consumer spent waiting in the queue for a chat session. Displayed in minutes and seconds.
• SMS Waiting Duration - Average / Avg. SMS waiting duration :  The sum of the SMS session waiting time divided by the number of total SMS sessions. Displayed in minutes and seconds. 
• SMS Waiting Duration - Shortest / Shortest SMS waiting duration : The shortest time that a consumer spent waiting in the queue for an SMS session. Displayed in minutes and seconds.
• SMS Waiting Duration - Longest / Longest SMS waiting duration : The longest time that a consumer spent waiting in the queue for an SMS session. Displayed in minutes and seconds.
• Wrap-Up Duration - Average / Avg. SMS Wrap-up duration : The sum of time queue members spend in the wrap-up period divided by the number of total SMS sessions. Displayed in hours, minutes, and seconds.
• Wrap-Up Duration - Shortest / Shortest SMS Wrap-up duration : The shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
• Wrap-Up Duration - Longest / Longest SMS Wrap-up duration : The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
• Total SMS engagements / Total inbound SMS: The total number of inbound SMS sessions to the queue(s) in the current day.
• Total completed SMS: Inbound SMS sessions that were answered by a queue member and have ended. Only the real-time dashboard displays the number and percentage.
• Total transferred: The number of inbound SMS sessions that were transferred to another queue or agent.
• Total released: The number of inbound SMS sessions that were released to another queue or agent.
• Total transferred in: The number of inbound SMS sessions that were transferred to another queue or agent.
• Upgraded to video call: The number of inbound chat sessions that were upgraded to a video call.
• Upgraded to voice call: The number of inbound chat sessions that were upgraded to a voice call.
• Waiting SMS: The number of inbound SMS sessions that haven’t been answered and are waiting in the queue.