Page Comparison

List of possible metrics (Fig.1):

• Image Removed Inbound Image Added Inbound calls - displays the number of inbound calls;
• Image RemovedImage AddedProcessed Calls - количество звонков из очереди, на которые ответил оператор;
• Image Removed Missed Calls - displays the number of calls that were missed;
• Image Removed Avg the total number of calls processed by the Agent (that is, there was a conversation between the Agent and the Subscriber);
• Image Added Missed Calls - the number of missed calls;
• Image Added Avg Talk Time - displays the average call talk duration;
• Image Removed Avg Image Added Avg Hold Time - displays the average talk time on hold;
• Image Removed OccupancyImage Added Occupancy - displays the  the percentage of the call processing time (talk + hold + processing) to the time in the online status;
• Image Removed UtilizationImage Added Utilization - displays the percentage of time in online status to time in the system;
• Image Removed Image Added Accepted chats - displays the number of accepted chats;
• Image Removed Chat Image Added Chat Handling Time - displays the average time of handling a chat;
• Image Removed Total 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 Removed 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 Removed Available Image Added Available - the Agent's status indicates they are available to receive calls and ready to work;
• Image RemovedImage Added Total VM Time - the the time when an Agent spends listening to voice messages left by Subscribes;
• Image Removed 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 Removed Image Added Task Quantity - is the number of tasks that an Agent successfully completes during a working day (handling calls, answering emails, chats, etc.).

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Fig. 1. Agent metrics

The metrics displays can be configured by clicking on the button in the right corner of the block and using the checkbox to select which metrics to display (Fig.2).

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Select the checkbox only on those metrics you need to be displayed (Fig.13).

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Fig. 2. Metric setting