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