Agents

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