When viewing a call center's analytics, the tabs available will include the standard Total Calls, Keyword, Moments, Call Minutes, and Text Messages as well as the additional tabs described below:
average wait time
# of voicemails
# of total calls
# of hours available
You'll also see an option to export your Agent's On Duty status via a CSV download when selecting Service Level.
This log will identify all the times when your Agent's status changed during on-duty hours (i.e. available, wrap-up time, unavailable).
Alerts by Day
Toggle through these sections to see metrics for alerts like Service Level, Queue Size, or Agents Off Duty.
Also available below the main Total Calls tab is a section on Recommendations.
If you have enabled Real-Time Recommendations for your call centers, you can check out how many triggered per day here.
Need to review individual team member metrics? This section will display all Agents in the Call Center and their following stats:
- Connected Calls
- Total Minutes
- Avg. Duration (Min)
- Answer Time (Sec)
- Placed Calls (outbound)
- Received Calls (inbound)
- Missed Calls
- Canceled Calls
See which RTR cards are being used and how often.