AGENTS
- Time spent in all Statuses
- Time spent in status Available
- Time spent in status On break
- Time spent in status Meeting
- Time spent in status Outgoing
- Time spent in Logged out status
- First Logged in At
- Last Logged out At
- Maximum concurrently logged in Agents
- Occupancy
CALLS
- SLA – Service Level Agreement, as defined in your Company Settings
- Inbound calls
- Outbound calls
- Internal calls
- Calls landed in IVR
- Calls Lost in IVR
- Calls landed in Queue
- Transferred calls
- Answered queue calls
- Answered outbound calls
- Missed calls
- Abandoned calls
- Voicemails
- Inbound clean calls, as defined in your Company Settings
- Outbound clean calls, as defined in your Company Settings
- Inbound phantom calls, as defined in your Company Settings
- Outbound phantom calls, as defined in your Company Settings
- Total Talk time for Queue calls
- Average Talk time for Queue calls
- Total duration of inbound calls
- Total talk time of inbound calls
- Average duration of inbound calls
- Total duration of outbound calls
- Total talk time of outbound calls
- Average duration of outbound calls
- Total duration of internal calls
- Average duration of internal calls
- Average waiting time in Queues
- Average abandoned Time
- Average call on hold Time
- Total Hold time
- Average Hold time
- Total Wrap Up time
- Average Wrap up time
- Average Inbound handling Time
- Average Outbound handling Time
- Number of surveys
- Average rating of survey
- NPS of survey
- Detractors of survey
- Passives of survey
- Promoters of survey
- Occupancy
SMS
- Total Messages
- Total messages sent
- Total messages delivered
- Total messages failed
- Total units consumed
- Amount Charged