Metric NameDescriptionCalculationMetric Type
Total Calls All outgoing calls, which includes outbound and outbound missed calls.COUNT call type = outbound + outbound missedCount
Answered Calls Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail).COUNT call type = outboundCount
Missed Calls Number of calls placed by the agent that weren't answered by the customer or that were hung up by the agent before connecting to a customer or a voicemail.COUNT call type = outbound missedCount
Transferring Number of outbound calls that when transferred did not get connected to a new agent and consequently entered the waiting queue and from there originated a voicemail.COUNT call type = outbound AND hangup = transferCount
Abandoned While Holding Number of outbound calls that when on hold the caller disconnects.COUNT call type = outbound AND hangup = holdCount
Total Duration Total time (from start to end event) of all outgoing answered calls (call type outbound).SUM duration of call type = outboundTime in seconds
Average Duration Average time (from start to end event) for outgoing answered calls (call type outbound).AVG duration of call type = outboundTime in seconds
Longest Duration Longest time (from start to end event) for outgoing answered calls (call type outbound).MAX duration of call type = outboundTime in seconds