List of possible metrics (Fig.1):
- - displays the number of inbound 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.
Fig. 1. Agent metrics
All metrics are considered from 00:00 today to the current moment.
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).
Fig. 2. Metric setting
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