Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)

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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 answered calls for the selected Team(s). Missed indicates the total of all agent missed calls for the selected Team(s).
  • Total Chats Handled (Answered and Missed) – Answered indicates the total of all agent answered chats for the selected Team(s). Missed indicates the total of all agent missed chats for the selected Team(s).
  • Total Callbacks Handled (Answered and Missed) – Answered indicates the total of all agent answered callbacks for the selected Team(s). Missed indicates the total of all agent missed callbacks for the selected Team(s).
  • Total Calls Transferred – 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 agent answered emails for the selected Team(s). Missed indicates the total of all agent missed emails 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).
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Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)