Metric Name

Description

Calculation

Metric Type

Total Calls

All outgoing calls, which includes outbound and outbound missed calls.

COUNT call type = outbound + outbound missed

Count

Answered Calls

Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail).

COUNT call type = outbound

Count

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 missed

Count

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 = transfer

Count

Abandoned While Holding

Number of outbound calls that when on hold the caller disconnects.

COUNT call type = outbound AND hangup = hold

Count

Total Duration

Total time (from start to end event) of all outgoing answered calls (call type outbound).

SUM duration of call type = outbound

Time in seconds

Average Duration

Average time (from start to end event) for outgoing answered calls (call type outbound).

AVG duration of call type = outbound

Time in seconds

Longest Duration

Longest time (from start to end event) for outgoing answered calls (call type outbound).

MAX duration of call type = outbound

Time in seconds