Agent metrics

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;
• 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

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