Agent metrics

List of possible metrics (Fig.1):

• Incoming calls — displays the number of incoming calls;

• Inbound queue calls — displays the number of answered incoming calls (from queues of the Inbound queue type and direct calls to the agent);

• All dialer calls — displays the number of successful calls from queues of the following types: Preview, Predictive, Progressive;

• Manual calls — displays the number of manual outbound calls (both successful and not answered by the customer);

• Processed calls — displays the number of calls (made through Workspace) in which both parties were successfully connected;

• Missed calls — displays the number of calls that were missed;

• Missed from queues — displays the number of calls missed by the agent from all queue types (calls where no connection with an agent occurred);

• Average Talk Time — displays the average duration of the agent’s calls;

• Average Hold Time — displays the average time a call spent in hold mode;

• Occupancy — displays the percentage ratio of call-handling time (dialing, talking, holding, after-call work) to the total time the agent spent in the “Online” working status. The metric applies only to calls;

• Utilization — displays the percentage ratio of time in the “Online” status to the total time in the system;

• Processed chats — displays the number of chats processed (closed) by the agent;

• Chat Handling Time — displays the average duration of chat servicing;

• Total Talk Time — displays the total duration of the agent’s calls, including hold time;

• After Call Work Time — displays the time the agent spends completing all tasks related to a call after it ends (form filling, wrap-up, operator notes, etc.);

• Available — displays the time during which the agent was in the “Available” status;

• Total VM time — displays the time the agent spends listening to voice messages if a corresponding wrap-up reason (e.g., Voice mail) is configured in the system. Calls are filtered using this specific reason;

• Queue Talk Time — displays the time the agent spends on the line with customers within both inbound and outbound queue calls;

• Task Quantity — the number of all successfully completed calls (queue and internal), chats, and tasks performed by the agent during the workday (call handling, email replies, chats, etc.).

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