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