List of possible metrics (Fig.1):
- - displays the number of inbound calls;
- - количество звонков из очереди, на которые ответил операторthe total number of calls processed by the Agent (that is, there was a conversation between the Agent and the Subscriber);
- Missed Calls - displays the number of calls that were missed;
- Avg Talk Time - displays the average call duration;
- Avg Hold Time - displays the average talk time on hold;
- Occupancy - displays the percentage of the call processing time (talk + hold + processing) to the time in the online status;
- Utilization - displays the percentage of time in online status to time in the system;
- Accepted chats - displays the number of accepted chats;
- Chat Handling Time - displays the average time of handling a chat;
- Total Talk Time - the time the Agent spent talking to the Subscriber during the call, including call transfers, switching between Agents, etc.;
- After Call Work Time - time spent by the Agent on completing all tasks related to the call after it is completed (filling in forms, post-processing, notes, etc.);
- Available - the Agent's status indicates they are available to receive calls and ready to work;
- Total VM Time - the time when an Agent spends listening to voice messages left by Subscribes;
- Queue Talk Time - the time an Agent spends on the line with Subscribers as part of inbound and outbound calls from Queues.;
- Task Quantity - is the number of tasks that an Agent successfully completes during a working day (handling calls, answering emails, chats, etc.).
Fig. 1. Agent metrics
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All metrics are considered from 00:00 today to the current moment. |
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