Metric Name

Description

Calculation

Metric Type

Outbound Calls

Total number of calls placed by the agent, including outbound and outbound missed.

COUNT call type = outbound + outbound missed per agent

Count

Inbound Calls

Total number of calls answered by the agent, includes inbound call type only.

COUNT call type = inbound per agent

Count

Average Speed to Answer

Average time it takes an agent to answer the call after it started ringing (when inbound).

SUM speed inbound speed to answer / SUM inbound calls

Time in seconds

Average Talk Time

Average of the actual talk time between the agent and the customer for inbound and outbound calls.

AVG talk time for call type = inbound answered + outbound connected

Time in seconds

Total Calls

Total number of calls handled by the agent. This includes inbound, outbound and outbound missed.

SUM count call type = inbound + count call type outbound + outbound missed

Count

Total Talk Time

Total talk time of all calls handled by the agent.

SUM talk time for call type = inbound answered + outbound connected

Time in seconds

Agent Status Time Spent Per Status

Sum of status duration for each specific status for the given time frame.

SUM talk time for call type = inbound + outbound

Stacked bar graph legend with durations

Agent Status Time Spent Per Status

Sum of status duration for each specific status for the given time frame.

SUM duration [status_x]

Stacked bar graph legend with durations' sum