--- title: "Data Dictionary" slug: "data-dictionary" description: "The Data Dictionary is a reference for certain reports in the \"Sunsetting\" category, and eventually removed from the product. Learn more." updated: 2025-10-02T21:42:26Z published: 2025-10-02T21:42:26Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Data Dictionary > [!WARNING] > Data Dictionary for some "Sunsetting" reports > > The Data Dictionary is a reference for certain reports in the "Sunsetting" category, and eventually removed from the product. Most notably, many of the definitions here are used in the Operational Summary report, which is also scheduled to be sunsetted soon. For definitions used in other reports, please refer to the individual report page, and look for the "Metrics used for this report" section. ## Before You Begin In order to fully grasp and understand the data in your reports, you must have a good understanding of [Key Concepts](https://help.gladly.com/docs/key-concepts), [Metric Specific Concepts](https://help.gladly.com/docs/metrics-in-detail), [Key Reporting Events](https://help.gladly.com/docs/reporting-concepts), and [Metric Attribution Concepts](https://help.gladly.com/docs/metric-attribution). ## About the Data Definitions Understanding the Data Definitions is critical to your comprehension of how metrics are quantified in Gladly. ## Diagrams Use the legend below to help you understand how to read help diagrams on specific definitions. ![Guide explaining how to interpret various elements in diagrams effectively.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Legend2.jpg) --- ## Contacts ### Contacts Queued Count of Contacts that are [queued](https://help.gladly.com/docs/reporting-concepts#queued). ### Contacts Fulfilled Count of Contacts that are [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled). ### Contacts Ended Count of Contacts that are [ended](https://help.gladly.com/docs/reporting-concepts#ended). ### Contacts Fulfilled and Ended Count of Contacts that are both [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) and [ended](https://help.gladly.com/docs/reporting-concepts#ended). ### Contacts Abandoned before Queued Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) but never [queued](https://help.gladly.com/docs/reporting-concepts#queued) (e.g., abandoned during the IVR). ### Contacts Abandoned after Queued Count of Contacts that are [ended](https://help.gladly.com/docs/reporting-concepts#ended) by being [abandoned](https://help.gladly.com/docs/reporting-concepts#abandoned)after being [queued](https://help.gladly.com/docs/reporting-concepts#queued) (e.g., after the IVR). ### Contacts Inbound and Queued Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated)by a Customer and [queued](https://help.gladly.com/docs/reporting-concepts#queued). ### Contacts Inbound and Ended Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by a Customer and [ended](https://help.gladly.com/docs/reporting-concepts#ended). ### Contacts Outbound and Answered Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by an Agent and [answered](https://help.gladly.com/docs/reporting-concepts#answered) by a Customer. ### Contacts Outbound and Ended Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by an Agent and [ended](https://help.gladly.com/docs/reporting-concepts#ended). ### Contacts Outbound Count of Contacts that are [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by an Agent. This includes any outbound email from the Agent (including forwards and an email not sent to the Customer). This does not include outbound Auto-Reply. ### Contacts Fulfilled or Outbound Count of Contacts that are [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) OR count of Contacts [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by an Agent. ### Contacts First Assigned to Agent Count of Contacts where the Agent was the first assignee. This does not count Contacts that are later reassigned to an Agent. ### Contacts Fulfilled before Due Count of Contacts that are [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) before they are [due](https://help.gladly.com/docs/reporting-concepts#due). ### Contacts Fulfilled after Due Count of Contacts that are [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) after they are [due](https://help.gladly.com/docs/reporting-concepts#due). ### Contacts Ended as Responded Count of Contacts that are [ended](https://help.gladly.com/docs/reporting-concepts#ended) as [responded](https://help.gladly.com/docs/reporting-concepts). ### Contacts Ended as Canceled or Timed Out Count of Contacts that are [ended](https://help.gladly.com/docs/reporting-concepts#ended) as [canceled](https://help.gladly.com/docs/reporting-concepts#canceled) or [timed out](https://help.gladly.com/docs/reporting-concepts#timed-out). ### Contacts Queued and Ended as Abandoned or Forwarded or Left Voicemail or Canceled Count of Contacts that are [ended](https://help.gladly.com/docs/reporting-concepts#ended) as abandoned, [forwarded](https://help.gladly.com/docs/reporting-concepts#forwarded), [left a voicemail](https://help.gladly.com/docs/reporting-concepts#left-voicemail), or [canceled](https://help.gladly.com/docs/reporting-concepts#canceled) after being [queued](https://help.gladly.com/docs/reporting-concepts#queued) (e.g., after the IVR). ### Fulfilled-to-Ended Time Duration from when a Contact is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) to when it is [ended](https://help.gladly.com/docs/reporting-concepts#ended). ![Flowchart illustrating contact stages from initiation to wrapping up the conversation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/FulfilledtoEnded.jpg) ### Inbound First Accepted-to-Ended Time Duration for a Contact [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by a Customer from when it is [accepted](https://help.gladly.com/docs/reporting-concepts#accepted) to when it is [ended](https://help.gladly.com/docs/reporting-concepts#ended). ![Flowchart illustrating contact stages from initiation to ending in a customer service process.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/InboundFirstAcceptedtoEndedTime.jpg) ### Outbound Answered-to-Ended Time Duration for a Contact [initiated](https://help.gladly.com/docs/reporting-concepts#initiated) by an Agent from when it is [answered](https://help.gladly.com/docs/reporting-concepts#answered) to when it is [ended](https://help.gladly.com/docs/reporting-concepts#ended). ![Diagram illustrating the stages of an outbound contact process and its timeline.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/OutboundAnsweredtoEndedTime.jpg) ### Wait Time Duration from when a Contact is [queued](https://help.gladly.com/docs/reporting-concepts#queued) to when it is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled). ![Flowchart illustrating customer call process from initiation to agent response.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/WaitTime.jpg) ### Average Agent Reply Time Duration from when a message is sent by a Customer to when a message is sent by an Agent, including all messages sent between the Contact being [fulfilled](https://help.gladly.com/docs/reporting-concepts#ended) and ended. If the Customer sends more than one message before the Agent responds, the reply span will be measured from the first Customer message to the first Agent message. Those spans, shown in the diagram below as a Duration, are averaged across all the spans in a Contact to arrive at an Average. ![Flowchart illustrating customer-agent interaction with average reply time calculation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agent-Reply-Time.png) ### Average Customer Reply Time Duration from when a message is sent by an Agent to when a message is sent by a Customer, including all messages sent between the Contact being [fulfilled](https://help.gladly.com/docs/reporting-concepts#ended) and ended. If the Agent sends more than one message before the Customer responds, the reply span will be measured from the first Agent message to the first Customer message. Those spans, shown in the diagram below as a Duration, are averaged across all the spans in a Contact to arrive at an Average. ![Flowchart illustrating customer interaction stages and average reply time calculation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Customer-Reply-Time1.png) ### Talk Time Duration from when an Inbound Contact is fulfilled to ended or an Outbound Contact is answered to ended, minus any Hold Time. This measurement is specific to the Phone Call channel. ![Flowchart illustrating the stages of an inbound call process from initiation to ending.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Talk-Time.png) ### Hold Time Duration from when a Hold is started to when it is ended. This measurement is specific to the Phone Call channel. The durations are aggregated into a total for Contacts with multiple Hold spans. ![Timeline illustrating customer call flow, including hold and talk time stages.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Hold-Time.png) --- ## Contact Events ### Events – Contact Transferred Count of how many times Contacts are [transferred](https://help.gladly.com/docs/reporting-concepts#transferred) (can be multiple events per Contact). ### Events – Contact Declined or Missed Count of how many times Contacts are [declined](https://help.gladly.com/docs/reporting-concepts#declined) or [missed](https://help.gladly.com/docs/reporting-concepts#missed) (can be multiple events per Contact). ### Events – Contact Declined Count of how many times Contacts are [declined](https://help.gladly.com/docs/reporting-concepts#declined) (can be multiple events per Contact). ### Events – Contact Missed Count of how many times Contacts are [missed](https://help.gladly.com/docs/reporting-concepts#missed) (can be multiple events per Contact). --- ## Contacts and Messages ### Contacts and Messages Fulfilled The count of messages sent by a Customer in a fulfilled Contact and the Count of fulfilled Contacts. ### Contacts and Messages Fulfilled before Due Count of messages that are sent by a Customer in a Contact that is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) before it is [due](https://help.gladly.com/docs/reporting-concepts#due) AND Count of Contacts that are [fulfilled](https://connect.gladly.com/docs/help-documentation/article/reporting-concepts#due) before they are [due](https://help.gladly.com/docs/reporting-concepts#due). ![Timeline showing customer messages and agent responses at various stages of interaction.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Contacts-and-Message-Fulfilled20before20due.jpg) ### Contacts and Messages Fulfilled after Due Count of messages that are sent by a Customer in a Contact that is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) after it is [due](https://help.gladly.com/docs/reporting-concepts#fulfilled) AND Count of Contacts that are [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) after they are [due](https://help.gladly.com/docs/reporting-concepts#due). ![Timeline showing customer messages, agent responses, and status of conversations.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Contacts-and-Messages-Fulfilled-after-due.jpg) ### Contact and Message Wait Time Duration from when a Contact is [queued](https://help.gladly.com/docs/reporting-concepts#queued) to when it is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) OR Time duration from when a message is *sent* to when the Contact is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled). ![Visual representation of customer chat durations and total wait time calculation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Contact-and-Message-Wait-Time.jpg) --- ## Messages ### Messages Inbound Count of messages that are sent by a Customer. ![Timeline showing customer contact stages and agent responses throughout the process.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Messages-Inbound.jpg) ### Messages Outbound Count of messages an Agent sends to any recipient, including forwards and an email not sent to the customer. This excludes auto-reply. ![Flowchart illustrating customer message processing stages from initiation to completion.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Messages-Outbound.jpg) ### Messages from Rules Count of messages sent by Rules, which are typically Auto-Reply messages. This does not include onboarding messages sent during Chat Onboarding. ### Messages from API Count of messages sent through Gladly's API to the Customer. ### Messages Inbound on Contacts Fulfilled Count of messages that are sent in a Contact that is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled). ### Messages Inbound on Contacts Fulfilled before Due Count of messages that are sent in a Contact that is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) before it is [due](https://help.gladly.com/docs/reporting-concepts#due). ### Messages Inbound on Contacts Fulfilled after Due Count of messages that are sent in a Contact that is [fulfilled](https://help.gladly.com/docs/reporting-concepts#fulfilled) after it is [due](https://help.gladly.com/docs/reporting-concepts#due). --- ## Agents ### Logged In Time Duration from when an Agent is *logged in* to when they are *logged out*.![Diagram illustrating agent login and logout process with logged in time highlighted.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Logged-In-Time.jpg) ### Logged Out Time Duration from when an Agent is *logged out*to when they are *logged in*. ![Timeline showing agent log in and log out times with labeled points.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Logged_Out-Time.jpg) ### Away Time Duration from when an Agent goes Away to when they are returned from Away or to when they are logged out (for a given reason).![Timeline showing agent's status changes from log in to log out.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Away_Time.jpg) ### Utilized Time Duration from when an Agent is logged in to when they are *logged out* MINUS their [Away Time](https://help.gladly.com/docs/reporting-concepts#Away-time).![Timeline showing agent's log in, away status, return, and log out durations.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Utilized-Time.jpg) ### Assigned or Available Messaging Time Duration from when an Agent first does one of the following actions: - Agent goes available for Messaging, OR - Agent is assigned a Messaging Contact To when: - Agent is unavailable for Messaging, AND - All Messaging Contacts the Agent is assigned to have [ended](https://help.gladly.com/docs/reporting-concepts#ended) OR have been [transferred](https://help.gladly.com/docs/reporting-concepts#transferred) from them ![Timeline illustrating agent's messaging status from log in to log out.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Assigned-or-Available-Messaging-Time.jpg) --- ## Conversations ### Conversations Created Count of Conversations that are [created](https://help.gladly.com/docs/reporting-concepts#created). ### Conversations Closed Count of Conversations that are [closed](https://help.gladly.com/docs/reporting-concepts#closed). ### Conversation Handle Time [Customer Handle Time](https://help.gladly.com/docs/reporting-concepts#customer-handle-time) when there is an active (“New”, “Open”, or “Waiting” state, not “Closed” state) Conversation. ### Created-to-Close Time Duration from when a Conversation is [created](https://help.gladly.com/docs/reporting-concepts#created) to when it is last [closed](https://help.gladly.com/docs/reporting-concepts#closed). --- ## Conversation Events ### Events – Conversation Closed Count of how many times Conversations are [closed](https://help.gladly.com/docs/reporting-concepts#closed) (can be multiple events per Conversation). ### Events – Conversation Reopened Count of how many times Conversations are [reopened](https://help.gladly.com/docs/reporting-concepts#reopened) after being [closed](https://help.gladly.com/docs/reporting-concepts#closed). This can be multiple events per Conversation. ### Events – Conversation Topic Changed Count of how many times Agents change the Topic(s) on a Conversation. It can be multiple events per Conversation, including additions and removals. Adding multiple Topics at one time counts as 1 event. --- ## Customer ### Customers Count of unique Customers. ### Customers Viewed Count of unique Customer Profiles *viewed* by an Agent. ### Customer Handle Time Duration from when an Agent *views* a Customer Profile to when they view a different page type, or to when they *go Away*, or to when they are *logged out*. ### Customer Reply Time Duration between the Agent's last response and the time it takes for the Customer's reply. ![Flowchart illustrating customer interaction stages and average reply time calculation.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Customer-Reply-Time.png)