Agent metrics

List of possible metrics (Fig.1):

• Inbound calls —the number of inbound calls;

• Processed Calls — the number of calls in which there was a connection between the two sides;

• Missed Calls — the number of missed calls;

• Avg Talk Time — the average talk duration;

• Avg Hold Time — the average talk time on hold;

• Occupancy — the percentage of the call processing time (talk + hold + processing) to the time in the online status;

• Utilization — the percentage of time in online status to time in the system;

• Accepted chats — the number of accepted chats;

• Chat Handling Time — 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 an Agent completes during a working day (handling calls, answering emails, chats, etc.).

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Fig. 1. Agent metrics

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

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Fig. 2. Metric setting