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  1. Tymeshift
  2. Reporting
  3. Metrics

Metrics

  • Away Time
  • Missed Calls %
  • Up Time %
  • Chats Missed %
  • Average # of Replies
  • Median First Response Time
  • Average Wrap Per Call
  • Average Call Time (Inbound)
  • Logged in Time
  • Denied Calls
  • Missed Calls
  • Accepted Calls
  • Inbound Calls
  • Hold Time
  • Talk Time
  • Unvailable Time
  • Wrap Time
  • Available Time
  • Tickets Backlog
  • Tickets Solved Per Day
  • Tickets Attended Per Day
  • One-Touch Resolution %
  • Private Comments Per Hour
  • Average Chat Wait Time
  • Chats Missed
  • Chats Messages
  • Chats Rating
  • Average Chat Response Time
  • Chats Served
  • Chats Duration
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