Overview

Teams - Daily

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

  • Total Calls Handled (Answered and Missed) – Answered indicates the total of all calls answered by agents for the selected Team(s). Missed indicates the total of all calls missed by agents for the selected Team(s).
  • Total Chats Handled (Answered and Missed) – Answered indicates the total of all chats answered by agents for the selected Team(s). Missed indicates the total of all chats missed by agents for the selected Team(s).
  • Total Callbacks Handled (Answered and Missed) – Answered indicates the total of all answered callbacks by agents for the selected Team(s). Missed indicates the total of all missed callbacks by agents for the selected Team(s).
  • Total Calls Transferred – The total number of calls transferred by all agents for the selected Team(s).
  • Total Emails Handled (Answered and Missed) – Answered indicates the total of all answered emails by agents for the selected Team(s). Missed indicates the total of all missed emails by agents for the selected Team(s).
  • Total Calls Out – The total number of outbound calls made by all agents for the selected Team(s).
    Avg Time Available – The average time in the Available state across all agents in the selected Team(s).
  • Avg Time Busy - On Call – The average time in the Busy-On Call state across all agents in the selected Team(s).
  • Avg Time Busy - Wrap-up – The average time in the Busy-Wrap Up state across all agents in the selected Team(s).
  • Avg Time Busy - On Break – the average time in the Busy-On Break state across all agents in the selected Team(s).
  • Avg Time Busy - Out Call – The average time in the Busy-Out Call state across all agents in the selected Team(s).
  • Avg Time Busy - Other – The average time in the Busy Other state across all agents in the selected Team(s).