All operations metrics attributes are graphical representations of these attributes:
- Conversation Volume — the total number of conversations based on channels for the filtered time range.
- Conversations per Disposition — the number of conversations based on the dispositions set under Settings > General > Disposition Lists.
- 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.
- Abandonment Rates — the percentage of abandoned conversations; that is, customer requests that hung up or were disconnected before they reached a representative.