Attributes of operations metrics displayed in Reports

All operations metrics attributes are graphical representations of these attributes:

  1. Conversation Volume — the total number of conversations based on channels for the filtered time range.
  2. Conversations per Disposition — the number of conversations based on the dispositions set under Settings > General > Disposition Lists.
  3. Average Handle Time — the average of length of time from when an agent accepts a customer request until they finish ACW based on the filtered time period.
  4. Abandonment Rates —  the percentage of abandoned conversations; that is, customer requests that hung up or were disconnected before they reached a representative.
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