Chat and SMS metrics glossary

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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:

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.

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