---
title: "Workforce Management (WFM) Key Metrics"
slug: "workforce-management-wfm-key-metrics"
description: "Gladly uses the same industry-standard KPIs for Workforce Management (WFM). Learn more in Gladly Help Docs."
updated: 2025-03-04T19:07:22Z
published: 2025-03-04T19:07:22Z
---

> ## 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.

# Workforce Management (WFM) Key Metrics

Gladly uses the same industry-standard KPIs for WFM. There are some differences in terminology, but the content below can help you identify the link between industry KPIs and Gladly key metrics.

## **Number of Contacts Offered**

The number of items incoming inside the queue during a particular time interval; typically broken out by Channel.

**Gladly counterpart**

- Found in the [Contact Export](/docs/contact-export-v3) report.
- Metric is the count of contactIDs.
- Filter the report by **Inbox**.
  - Count of unique Contact IDs filtered for the Inbox where the contact was queued.

## **Number of Contacts Handled**

The number of incoming contacts handled inside a time interval; typically broken out by Channel. Also typically group-able out by Agent.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use the **Contacts Fulfilled**metric.
  - **To break out by Agent -** Work Sessions > COUNT(DISTINCT Work Session ID) WHERE Contact Session Ended At IN [INTERVAL] AND Direction = INCOMING AND Status = ANSWERED

## **Average Delay / Average Speed of Answer**

Average time to response for items created within a particular interval; typically broken out by Channel. Also typically group-able by groups (e.g., Inbox)

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Avg. Queued to Fulfilled Time** metric.

## **Abandons**

The number of abandons in a time interval. Note that Gladly only tracks abandoned phone calls, whereas chats, emails, etc., will remain unanswered.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use the **Contacts Abandoned** metric.

## **Average Handle Time**

Average work_session_handle_time across all Contacts handled in a particular time interval. Typically broken out by Channel. Also can typically be analyzed by Agent and Agent groups (e.g., Teams).

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Avg. Inbound Contact Handle Time metric**.
  - **To break out by Agent -** Work Sessions > SUM(Work Session Handle Time) WHERE Contact Session Ended At IN [INTERVAL] AND Direction = INCOMING AND Status = ANSWERED

## **Average After Contact Work Time**

Average work_session_unknown_time across all contacts handled in a particular time interval. Typically broken out by Channel. Also can typically be analyzed by Agent and Agent groups.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Avg. Inbound After Contact Work Time**metric.
  - **To break out by Agent -** Work Sessions > SUM(Work Session Unknown Time) WHERE Contact Session Ended At IN [INTERVAL] AND Direction = INCOMING AND Status = ANSWERED

## **Average Talk Time (phone only)**

Average on-the-phone-time (handle time - hold time) across phone calls in a particular time interval. Typically can be analyzed by Agent and Agent groups.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Avg. Talk Time** metric.

## **Average Hold Time (phone only)**

Average on-hold time across phone calls in a particular time interval. Typically can be analyzed by Agent and Agent groups.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Avg. Hold Time**metic.
  - **Note -** Hold time is not in Work Sessions. It cannot be summed by Agent.

## **Service Level Attainment / Percent Service Level**

How many items created in a particular time interval reached SLA (inbound only). It can typically be broken out across Channels and Agent groups.

**Gladly counterpart**

- Found in the [Contact Export](https://help.gladly.com/docs/contact-export) report.
- Use **Service Level %** metric.