> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Metric definitions

> How every Get2Dial metric is calculated, including time windows, denominators, and what each one excludes.

Every metric Get2Dial calculates, its exact formula, and where it appears. If a number on
the wallboard doesn't match a number in a report, the answer is usually here — the two most
commonly compared metrics, service level and abandonment rate, use different denominators
by design (see the note below the table).

## Queue metrics

| Name                | Definition                                                                    | Calculation                                                | Excludes                                                  | Where it appears       |
| ------------------- | ----------------------------------------------------------------------------- | ---------------------------------------------------------- | --------------------------------------------------------- | ---------------------- |
| **Service level**   | The share of answered calls that were answered within your target time        | `Calls answered within target time ÷ Calls answered` × 100 | Abandoned calls entirely — they're not in the denominator | Wallboard, queue tiles |
| **Met target**      | Whether service level is at or above the queue's configured target percentage | `Service level ≥ Target %`                                 | —                                                         | Wallboard              |
| **Abandoned count** | Calls that reached the queue but were never answered                          | Raw count                                                  | —                                                         | Wallboard              |

<Note>
  **Service level only looks at answered calls.** It answers "of the calls we answered, how
  many did we answer fast enough?" — not "of all calls offered, how many did we answer in
  time?" A queue with a lot of abandonment can still show a high service level, because
  abandoned calls never enter the calculation.
</Note>

## Campaign report metrics

| Name                 | Definition                                   | Calculation                                                                                              | Where it appears |
| -------------------- | -------------------------------------------- | -------------------------------------------------------------------------------------------------------- | ---------------- |
| **Contact rate**     | Share of dial attempts that reached a human  | `Human answers ÷ Attempts`                                                                               | Campaign report  |
| **Conversion rate**  | Share of human-answered calls that converted | `Sales ÷ Human answers` — "sale" means a disposition marked as a conversion, or the built-in `sale` code | Campaign report  |
| **Abandonment rate** | Share of dial attempts abandoned             | `Abandoned ÷ Attempts`                                                                                   | Campaign report  |

<Note>
  **This abandonment rate is not the same measurement as queue service level's abandoned
  count.** They're related — both come from calls that connected with no agent — but this one
  is scoped to a campaign's total attempts, while the queue metric is scoped to that queue's
  answered calls. If a campaign spans more than one queue, or a call abandons before it
  reaches a queue at all, the two numbers can genuinely disagree without either being wrong.
  This is also distinct from a campaign's **abandonment rate cap**, which is a pacing limit
  the dialer enforces going forward, not a report of what already happened — see
  [How the dialer paces calls](/outbound/how-pacing-works).
</Note>

## Agent report metrics

| Name                  | Definition                                           | Calculation                                                            | Excludes                                                              | Where it appears |
| --------------------- | ---------------------------------------------------- | ---------------------------------------------------------------------- | --------------------------------------------------------------------- | ---------------- |
| **Average talk time** | Average time spent actually talking on a call        | `Total talk time ÷ Calls handled`                                      | Wrap-up time — this is talk time only, not full handle time           | Agent report     |
| **Occupancy**         | Share of working time spent on or wrapping up calls  | `(Busy time + Wrap-up time) ÷ (Available + Busy + Wrap-up time)` × 100 | Break time — excluded from both the top and bottom of the calculation | Agent report     |
| **QA average score**  | Average quality score across an agent's scored calls | Weighted by number of calls scored, not a simple average of averages   | Agent report                                                          |                  |

Get2Dial does not compute average handle time (AHT) or average speed of answer (ASA) as
named metrics — average talk time and service level are the closest equivalents. Time in an
agent's current, still-open state isn't counted until that state ends, so occupancy for an
agent mid-call catches up once they finish.

## Related

<CardGroup cols={2}>
  <Card title="Use the wallboard" href="/supervise/wallboard" />

  <Card title="Queues" href="/inbound/queues/overview" />
</CardGroup>