Operations metrics displayed in Live Dashboards

  1. Conversations Received shows the total number of customer requests received across all channels (Handled + In Queue + Abandoned).
  2. Conversations by Channel shows the total number of conversations received for each channel.
  3. Outgoing Calls indicate the total number of outgoing conversations made by the agents across all channels.
  4. Active Agents shows the number of agents who are available to accept customer requests within the specified time frame.
  5. Transfer Rate shows the percentage of transferred calls.
  6. Conversations by Disposition lists the number of conversations for each of the dispositions set under Settings > General > Disposition Lists.
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