Daily Metrics

The following information is displayed in the Daily section of the Metrics Dashboard:

  • Total Calls Queued – Existing Queued Monitor Statistics form the Daily Queue Statistics. This statistic equates to the overall daily total number of calls for that queue or cumulative of all queues.
  • Total Calls Answered (Percent / Numeric) – Percent indicates the percentage of calls answered for the day by an agent for the selected queue(s). Numeric indicates the total number of calls answered for the day by an agent for the selected queue(s).
  • Total Calls Abandoned (Percent / Numeric) – Percent indicates the percentage of calls abandoned for the day for the selected queue(s). Numeric indicates the total number of calls abandoned for the day for the selected queue(s).
  • Total Calls Answered by Voicemail – The total number of calls for the day answered by voicemail for the selected queue(s).
  • Total Calls Overflowed – The total number of calls exceeding the dequeue threshold and exiting the dequeue path of the call flow.
  • Total Callbacks Handled (Req/Ans/Missed)
    • Req (Requested) – The total number of callbacks handled during the day for the selected queue(s).
    • Ans (Answered) – The total number of callbacks answered during the day for the selected queue(s).
    • Missed – The total number of callbacks missed during the day for the selected queue(s).
  • Average Handle Time – The average duration of calls handled by an agent for the day for the selected queue(s).
  • Max Wait Time – The daily maximum wait time of a call before it is answered for the selected queue(s).
  • Avg Talk Time – The average talk time duration of a call once it's been answered for the selected queue(s).
  • Longest Talk Time – The longest talk time duration of a call once it's been answered for the selected queue(s).
  • Avg Handle Time – An average of the total talk time plus wrap up time for the queue or the cumulative of all queues (depending on the filter selection).
  • Longest Handle Time – The longest total talk time plus wrap up time for the queue or the cumulative of all queues for the day as at the time of refresh (depending on filter selection).