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