VOL total calls, CO offered, CH answered, AST assisted, AC abandoned, AAC abandoned (adjusted), VM voicemails, FWD forwarded, CB callback requests. Percent: AR abandon rate, AAR abandon rate (adjusted), SL service level. Durations, shown as minutes:seconds: AWT average wait, AHT average handle time, ATT average talk time, TT total talk time, AH average hold."VOL"