Agent Details Dashboard
| Metric Name | Description | Calculation | Metric Type |
|---|---|---|---|
| Agent Name | The name of the agent. | No calculation | String |
| Total Calls | Total number of calls handled by the agent. This includes Inbound (Answered), and Outbound (Connected and Not Connected). | sum(count(Inbound Answered), count (Outbound Connected), count(Outbound Not Connected)) | Number |
| Total Talk Time | Total of the actual talk time between the agent and the customer for inbound and outbound calls. | sum(Talk Time for call type = Inbound Answered + Outbound Connected) | Time in seconds |
| Time Spent per Status | Time the agent spent in each status during a specific time frame segmented by status type. | sum(Talk Time for call type = Inbound + Outbound) | Stacked bar graph legend with durations |
| Agent Status | Agent Status represents the default status: available, after-call work, on a call, busy, or away. | No calculation | Time in seconds |
| Total Status Duration | Time in seconds spent in status per user. | Status_finished - Status_started | Time in seconds |
| Total Inbound Calls | Total number of inbound calls handled by the agent. | count(call type = Inbound) | Number |
| Average Speed To Answer | The average time the agent took to answer calls. | avg(Speed to Answer when call type = Inbound) | Time in seconds |
| Number of Inbound Calls By Type | Number of inbound calls received during a specific time frame segmented by call type. The call types can be Answered, Missed, or Voicemail. | count(call type = inbound answered, missed, voicemail) | Stacked bar graph legend with durations |
| Total Outbound Calls | Total number of outbound calls placed by the agent. | count(call type = Outbound and Outbound Not Connected) | Number |
| Number of Outbound Calls By Type | Number of outbound calls placed by the agent during a specific time frame segmented by call type. The call types can be Connected or Not Connected.Note: The Missed and Voicemail calls will only include legacy calls (calls from dedicated lines or transfer calls). Missed and Voicemail calls controlled by Studio are not included. | count(call type = inbound answered, missed (legacy routing), voicemail (legacy routing)) | Stacked bar graph legend with durations |
| Connected Calls | Total number of outbound calls placed by the agent that were answered. | count(call type = Outbound Connected) | Number |
| CSAT Average | Average of the CSAT scores received. | avg(CSAT scores) | Number |
| CSAT Surveys Sent | Number of CSAT surveys sent. | count(CSAT surveys sent) | Number |
| CSAT Responses Received | Total number of CSAT scores answered by the contact person. | count(CSAT scores received) | Number |
| CSAT Response Rate | Number of CSAT scores received versus the number of surveys sent. | CSAT Responses Received/CSAT Surveys Sent | Number |
| Avg. CSAT | Average CSAT score during the selected timeframe | avg(CSAT scores) | Trend graph legend with durations |
| CSAT Response Rate | Number of CSAT scores received versus the number of surveys sent during the selected timeframe | CSAT Responses Received/CSAT Surveys Sent | Trend graph legend with durations |
Updated 17 days ago