Page Comparison

List of possible metrics (Fig.1):

• Inbound calls - displays the number of inbound calls;
• Processed Calls - количество звонков из очереди, на которые ответил оператор;
• 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;
• Image Added Total Talk Time - the time the Agent spent talking to the Subscriber during the call, including call transfers, switching between Agents, etc.;
• Image Added 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.);
• Image Added Available - the Agent's status indicates they are available to receive calls and ready to work;
• Image AddedTotal VM Time - the time when an Agent spends listening to voice messages left by Subscribes;
• Image Added Queue Talk Time - the time an Agent spends on the line with Subscribers as part of inbound and outbound calls from Queues.;
• Image Added 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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