Agent metrics

List of possible metrics (Fig.1):

•  Inbound calls - the number of inbound calls;
• Processed Calls - the total number of calls processed by the Agent (that is, there was a conversation between the Agent and the Subscriber);
•  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.).

Fig. 1. Agent metrics

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

Fig. 2. Metric setting