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
- Unavailable 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