Additional Tabs
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:
| Metric |
Included Stats |
| Unanswered |
# of voicemails |
| Service Level |
# of total calls % of calls within service level |
| Queue |
average wait time (mins) % of calls within service level |
| Agent Status |
In the graph: Total # of hours available Agent's List: # of hours available # of hours off duty # of hours on call # of hours in wrap up |
You'll also see an option to export your Agent's On Duty status via a CSV download when selecting Agent Status
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, Wait time, Queue Size, or Not Agents, or Agents Off Duty.
Recommendations
Also available below the main Total Calls tab is a section on Recommendations.
If you have enabled LiveCoach Recommendations for your call centers, you can check out how many triggered per day here.
Leaderboards
Agents
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)
- Answered Calls (inbound)
- Missed Calls
- Canceled Calls
Recommendations
See which RTR cards are being used, each of your cards will be listed here with the # of occurrences as well as if your agents deemed them helpful or not.
Phone Numbers
Have more than one number assigned to your Call Center? Here you can view the following stats for each number your call center is using:
- Connected Calls
- Total Minutes
- Avg. Duration (Min)
- Placed Calls (outbound)
- Answered Calls (inbound)
- Missed Calls
- Canceled Calls
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