--- title: "Operational Summary" slug: "summary" description: "The Operational Summary report gives you a high-level snapshot of your contact center. Learn more." updated: 2025-02-06T18:12:07Z published: 2025-02-06T18:12:07Z --- > ## 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. # Operational Summary > [!CAUTION] > This report will be sunsetted soon. The **Operational Summary** report gives you a high-level snapshot of your contact center. ![Graph showing created and closed conversations with response metrics from March 25 to April 1.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/report-summary-operational.png) There are **three main sections** to your Summary Report, as well as a downloadable CSV. - **Top Section -**Visual Graphs of Activity - **Middle Section -**Summary Level Stats - **Bottom Section -**Detailed Roll-Up View ## Visual Graph of Activity ### Overview The top section of the Summary Report consists of two graphs that give you a visual representation of key metrics. ![Graph showing conversations and responses over time with SLA performance metrics.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Reports-summary-report-top-section-borders-1.png) ### Metrics ### Conversations Graph **Created Conversations -**[Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created). When filtered to a specific Channel, this shows [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created) where at least 1 Contact was in that Channel. **Closed Conversations** - [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). When filtered to a specific Channel, this shows [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where at least 1 Contact was in that Channel. ### **Responses Graph** **Responses -** Either [Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled), [Contacts and Messages Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled), or [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled), depending on the Channel filter selected. - When “All Channels” is selected, the following Channels use [Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled): Voice, Voicemail, Abandoned Call Followups, Chat, and Email. - When “All Channels” is selected, the following Channels use [Contacts and Messages Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled): SMS, FB Messenger, , and WhatsApp. - When individual channels are selected, the following Channels use [Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled): Voice, Chat, and Email. - When individual Channels are selected, the following Channels use [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled): SMS, FB Messenger, , and WhatsApp. - When individual Channels are selected, the label for this graph changes from **Responses** to one of the following: **Chats**, **Emails Responded To**, **FB Msgs Responded To**, **SMSes Responded To**, **Msgs Responded To**, **Calls.** The label for WhatsApp remains **Responses**. **% within SLA** = Either [Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-before-due), [Contacts and Messages Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-before-due), or [Messages Inbound on Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-before-due) divided by the relevant measure for [**Responses**](https://help.gladly.com/docs/summary/#responses-graph), depending on the Channel filter selected. - When “All Channels” is selected, the following Channels use [Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-before-due): Voice, Voicemail, Abandoned Call Followups, Chat, and Email. - When “All Channels” is selected, the following Channels use [Contacts and Messages Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-before-due): SMS, FB Messenger, , and WhatsApp. - When individual Channels are selected, the following channels use [Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-before-due): Voice, Chat, and Email. - When individual Channels are selected, the following channels use [Messages Inbound on Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-before-due): SMS, FB Messenger, , and WhatsApp. ## Summary Level Stats ### Overview In the middle of the Operational Summary report, you’ll find a high level, snapshot view for the date range you’ve selected. ![Data summary showing created and closed conversations from March 25th to April 1st, 2019.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/reporting-middle-section.png) ### Metrics **Created Conversations** - [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created). When filtered to a specific Channel, this shows [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created) where at least 1 Contact was in that Channel. **Closed Conversations** - [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). When filtered to a specific Channel, this shows [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where at least 1 Contact was in that Channel. **Average Close Time** - [Created-to-Close Time](https://help.gladly.com/docs/data-dictionary#createdtoclose-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) **Average Wait Time -**Either [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time) or [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time) divided by the relevant measure for [**Responses**](https://help.gladly.com/docs/summary/#responses-graph), depending on the Channel. - The following Channels use [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time): Voice, Voicemail, Abandoned Call Followups, Chat, and Email. - The following Channels use [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time): SMS, FB Messenger, , and WhatsApp. **% Responses within SLA** = Either [Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-before-due), [Contacts and Messages Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-before-due), or [Messages Inbound on Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-before-due) divided by the relevant measure for [**Responses**](https://help.gladly.com/docs/summary/#responses-graph), depending on the Channel filter selected. ## Detailed Roll-Up ### Overview At the bottom of the Summary Report, you’ll find a more detailed view of your key metrics by the selected roll-up view (i.e. ‘Daily’, ‘Weekly’, ‘Monthly’ or ‘Quarterly’ view). Selecting the ‘Daily’ roll-up view, for example, will show you the metrics, on a daily basis, within your Date Range. ![Data table showing created and closed conversations with average times for each date.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Rollup.png) You can sort the table in ascending or descending order across any of the fields in this section. To sort simply click on any of the fields. If there’s an ⌃ to its left, that means it’s in ascending order, and if it’s a ⌄, it means it’s in descending order. To change the order, simply click the metric until the green arrow is pointing in the direction of your choice. ### Metrics **All Channels** The fields below appear when viewing “All Channels”. **Created Conversations** - [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created). When filtered to a specific Channel, this shows [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created) where at least 1 Contact was in that Channel. **Closed Conversations** - [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). When filtered to a specific Channel, this shows [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where at least 1 Contact was in that Channel. **Average Close Time** - [Created-to-Close Time](https://help.gladly.com/docs/data-dictionary#createdtoclose-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) **Average Wait Time -**Either [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time) or [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time) divided by the relevant measure for **Responses** (see definition above), depending on the Channel. **Avg. Handle Time for Closed Conversations** - [Conversation Handle Time](https://help.gladly.com/docs/data-dictionary#conversation-handle-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). **% Responses within SLA** - Either [Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-before-due), [Contacts and Messages Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-before-due), or [Messages Inbound on Contacts Fulfilled before Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-before-due) divided by the relevant measure for [**Responses**](https://help.gladly.com/docs/summary/#responses-graph), depending on the Channel filter selected. **% Utilized** - [Utilized Time](https://help.gladly.com/docs/data-dictionary#utilized-time) divided by [Logged In Time](https://help.gladly.com/docs/data-dictionary#logged-in-time). **Avg. [CHANNEL] Active Handle Time** = [Conversation Handle Time](https://help.gladly.com/docs/data-dictionary#conversation-handle-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed), where the first Contact was in that channel. **Closed [CHANNEL] Conversations** = [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where the first Contact was in that channel. ### **Channel-Specific** These additional fields appear only when filtered to a specific channel. **Incoming [CHANNEL]** - Either [Message](https://help.gladly.com/docs/data-dictionary#messages-inbound)[s](https://connect.gladly.com/docs/help-documentation/article/data-dictionary#messages-inbound)[Inbound](https://help.gladly.com/docs/data-dictionary#messages-inbound), [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended), or [Contacts Inbound and Queued](https://help.gladly.com/docs/contacts-inbound-and-queued), depending on the channel and metric. - The following metrics use [Messages Inbound](https://help.gladly.com/docs/data-dictionary#messages-inbound): **Incoming… Chat Messages**,**FB Messages**,**SMS**,**** - The following metrics use [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended): **Incoming Calls** - The following metrics use [Contacts](https://connect.gladly.com/docs/help-documentation/article/data-dictionary/#contacts-inbound-and-queued)[I](https://connect.gladly.com/docs/help-documentation/article/data-dictionary#contacts-inbound-and-queued)[nbound and Queued](https://help.gladly.com/docs/data-dictionary#contacts-inbound-and-queued): **Incoming Chats**, **Incoming Emails** **Outgoing [CHANNEL]** = Either [Messages Outbound](https://help.gladly.com/docs/data-dictionary#messages-outbound), [Contacts Outbound and Ended](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-ended), or [Contacts Outbound](https://help.gladly.com/docs/data-dictionary#contacts-outbound), depending on the channel and metric. - The following metrics use [Messages Outbound](https://help.gladly.com/docs/data-dictionary#messages-outbound): **Outgoing… Chat Messages**,**FB Messages**,**SMS**,**** - The following metrics use [Contacts Outbound and Ended](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-ended): **Outgoing Calls** - The following metrics use [Contacts Outbound](https://help.gladly.com/docs/data-dictionary#contacts-outbound): **Outgoing Emails** **Chats** - [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended) **Declined and Missed Chats** - [Events – Contact Declined or Missed](https://help.gladly.com/docs/data-dictionary#events--contact-declined-or-missed) **Avg. Chat Message Reply Time** - [Agent Reply Time](https://help.gladly.com/docs/data-dictionary#agent-reply-timery/#agent-reply-time) divided by [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled) **Avg. Chat Time** - [Fulfilled-to-Ended Time](https://help.gladly.com/docs/data-dictionary/#fulfilledtoended-time) divided by [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary#contacts-ended-as-responded) **Avg. Concurrent Messages** - [Fulfilled-to-Ended Time](https://help.gladly.com/docs/data-dictionary#fulfilledtoended-time)divided by [Assigned or Available Messaging Time](https://help.gladly.com/docs/data-dictionary#assigned-or-available-messaging-time) **Avg. Incoming Talk Time** - [Inbound First Accepted-to-Ended Time](https://help.gladly.com/docs/data-dictionary#inbound-first-acceptedtoended-time) divided by [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary#contacts-ended-as-responded) **Avg. Outgoing Talk Time** - [Outbound Answered-to-Ended Time](https://help.gladly.com/docs/data-dictionary#outbound-answeredtoended-time) divided by [Contacts Outbound and Answered](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-answered) **Abandoned Calls** - [Contacts Queued and Ended as Abandoned or Forwarded or Left Voicemail or Canceled](https://help.gladly.com/docs/data-dictionary#contacts-queued-and-ended-as-abandoned-or-forwarded-or-left-voicemail-or-canceled) **% Abandoned** - [Contacts Queu](https://connect.gladly.com/docs/help-documentation/article/data-dictionary/#contacts-queued-and-ended-as-abandoned-or-forwarded-or-left-voicemail-or-canceled)[e](https://connect.gladly.com/docs/help-documentation/article/data-dictionary#contacts-queued-and-ended-as-abandoned-or-forwarded-or-left-voicemail-or-canceled)[d and Ended as Abandoned or Forwarded or Left Voicemail or Canceled](https://help.gladly.com/docs/data-dictionary#contacts-queued-and-ended-as-abandoned-or-forwarded-or-left-voicemail-or-canceled) divided by [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended) ## **CSV Download** ### **Overview** You can also download a CSV for the date range, channel, and Inboxes you’ve selected. Note that the fields included will vary based on the selected channel filter. ### **Metrics** **All Channels** The fields below appear when viewing “All Channels”. **Date** - Start of the time window for that row. **Timezone Filter** - Timezone selected before downloading. **Inboxes Filter** - Inboxes selected before downloading. **Channel Filte**r - Channels selected before downloading. **Created Conversations** - [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created). When filtered to a specific Channel, this shows [Conversations Created](https://help.gladly.com/docs/data-dictionary#conversations-created) where at least 1 Contact was in that Channel. **Closed Conversations** - [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). When filtered to a specific Channel, this shows [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where at least 1 Contact was in that Channel. **Time To Close** - [Created-to-Close Time](https://help.gladly.com/docs/data-dictionary#createdtoclose-time) **Average Close Time** - [Created-to-Close Time](https://help.gladly.com/docs/data-dictionary#createdtoclose-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) **Wait Time** - Either [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time) or [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time), depending on the channel. - The following channels use [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time): Voice, Voicemail, Abandoned Call Follow-ups, Chat, and Email. - The following channels use [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time): SMS, FB Messenger, , and WhatsApp. **Average Wait Time -**Either [Wait Time](https://help.gladly.com/docs/data-dictionary#wait-time) or [Contact and Message Wait Time](https://help.gladly.com/docs/data-dictionary#contact-and-message-wait-time) divided by the relevant measure for [**Responses**](https://help.gladly.com/docs/summary/#responses-graph), depending on the Channel. **Responses Over SLA** - Either [Contacts Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-after-due), [Contacts and Messages Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-after-due), or [Messages Inbound on Contacts Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-after-due), depending on the channel filter selected. - When “All Channels” is selected, the following channels use [Contacts Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-after-due): Voice, Voicemail, Abandoned Call Followups, Chat, and Email. - When “All Channels” is selected, the following channels use [Contacts and Messages Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled-after-due): SMS, FB Messenger, , and WhatsApp. - When individual channels are selected, the following channels use [Contacts Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled-after-due): Voice, Chat, and Email. - When individual channels are selected, the following channels use [Messages Inbound on Contacts Fulfilled after Due](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled-after-due): SMS, FB Messenger, , and WhatsApp. **Responses -** Either [Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-fulfilled), [Contacts and Messages Fulfilled](https://help.gladly.com/docs/data-dictionary#contacts-and-messages-fulfilled), or [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled), depending on the Channel filter selected. **Utilized Time** - [Utilized Time](https://help.gladly.com/docs/data-dictionary#utilized-time) **Logged In Time** - [Logged In Time](https://help.gladly.com/docs/data-dictionary/#logged-in-time) **Avg. Handle Time for Closed Conversations** - [Conversation Handle Time](https://help.gladly.com/docs/data-dictionary#conversation-handle-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed). **[CHANNEL] Active Handle Time** - [Conversation Handle Time](https://help.gladly.com/docs/data-dictionary#conversation-handle-time), where the first Contact was on that channel. Only applies to Conversations that are Closed. **Closed [CHANNEL] Conversations** = [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed) where the first Contact was in that channel. **Avg. [CHANNEL] Active Handle Time** = [Conversation Handle Time](https://help.gladly.com/docs/data-dictionary#conversation-handle-time) divided by [Conversations Closed](https://help.gladly.com/docs/data-dictionary#conversations-closed), where the first Contact was in that channel. ### **Channel-Specific** These additional fields appear only when filtered to a specific channel. **Incoming [CHANNEL]** - Either [Messages Inbound](https://help.gladly.com/docs/data-dictionary#messages-inbound), [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended), or [Contacts Inbound and Queued](https://help.gladly.com/docs/data-dictionary#contacts-inbound-and-queued), depending on the channel and metric. Note: **Incoming FB Messages** and **Incoming Facebook Messages** are equivalent. **Incoming Chat Messages Responded To** - [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled) **Outgoing [CHANNEL]** - Either [Messages Outbound](https://help.gladly.com/docs/data-dictionary#messages-outboundhttps://connect.gladly.com/docs/help-documentation/article/data-dictionary/#messages-outbound), [Contacts Outbound and Ended](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-endedhttps://connect.gladly.com/docs/help-documentation/article/data-dictionary/#contacts-outbound-and-ended), or [Contacts Outbound](https://help.gladly.com/docs/data-dictionary#contacts-outboundhttps://connect.gladly.com/docs/help-documentation/article/data-dictionary/#contacts-outbound), depending on the channel and metric. Note: **Outgoing FB Messages** and **Outgoing Facebook Messages** are equivalent. **Chats** - [Contacts Ended](https://help.gladly.com/docs/data-dictionary#contacts-ended) **Declined and Missed Chats** - [Events – Contact Declined or Missed](https://help.gladly.com/docs/data-dictionary#events--contact-declined-or-missed) **Message Wait Time** - [Agent Reply Time](https://help.gladly.com/docs/data-dictionary#agent-reply-time) **Avg. Chat Message Wait Time** - [Agent Reply Time](https://help.gladly.com/docs/data-dictionary#agent-reply-time) divided by [Messages Inbound on Contacts Fulfilled](https://help.gladly.com/docs/data-dictionary#messages-inbound-on-contacts-fulfilled) **Assigned Messaging Time** - [Fulfilled-to-Ended Time](https://help.gladly.com/docs/data-dictionary#fulfilledtoended-time) **Answered Chats** - [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary#contacts-ended-as-responded) **Unanswered Chats** - [Contacts Ended as Canceled or Timed Out](https://help.gladly.com/docs/data-dictionary#contacts-ended-as-canceled-or-timed-outhttps://connect.gladly.com/docs/help-documentation/article/data-dictionary/#contacts-ended-as-canceled-or-timed-out) **Answered Chat Time** - [Fulfilled-to-Ended Time](https://help.gladly.com/docs/data-dictionary#fulfilledtoended-time). Note the time is attributed to when the Contact ends. **Avg. Chat Time** - [Fulfilled-to-Ended Time](https://us-master.gladly.qa/help/knowledge-base/data-dictionary/#fulfilled-to-ended-time) divided by [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary/#contacts-ended-as-responded) **Assigned or Available Messaging Time** - [Assigned or Available Messaging Time](https://help.gladly.com/docs/data-dictionary#assigned-or-available-messaging-time) **Avg. Concurrent Messages** - [Fulfilled-to-Ended Time](https://help.gladly.com/docs/data-dictionary#fulfilledtoended-time)divided by [Assigned or Available Messaging Time](https://help.gladly.com/docs/data-dictionary#assigned-or-available-messaging-time) **Answered Incoming Calls** - [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary#contacts-ended-as-responded) **Incoming Call Talk Time** - [Inbound First Accepted-to-Ended Time](https://help.gladly.com/docs/data-dictionary#inbound-first-acceptedtoended-time) **Avg. Incoming Talk Time** - [Inbound First Accepted-to-Ended Time](https://help.gladly.com/docs/data-dictionary#inbound-first-acceptedtoended-time) divided by [Contacts Ended as Responded](https://help.gladly.com/docs/data-dictionary/#contacts-ended-as-responded) **Answered Outgoing Calls** - [Contacts Outbound and Answered](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-answered) **Outgoing Call Talk Time** - [Outbound Answered-to-Ended Time](https://help.gladly.com/docs/data-dictionary#outbound-answeredtoended-time) **Avg. Outgoing Talk Time** - [Outbound Answered-to-Ended Time](https://help.gladly.com/docs/data-dictionary#outbound-answeredtoended-time) divided by [Contacts Outbound and Answered](https://help.gladly.com/docs/data-dictionary#contacts-outbound-and-answered)