Attributes of customer metrics displayed in Reports

Customer metrics generate graphical reports based on the channels and the time period selected: days, weeks, or months. You can also download reports by clicking on the download icon.

  • Response Time — the average duration from the time a customer request was received until it was accepted by an agent.
  • Wait Time before Abandonment — the average duration of customer requests that hung up or were disconnected before they reached a representative. 
  • Call Transfers — the number of conversations transferred, along with the average transfer rate of calls.
  • Abandoned Conversations —  the number of abandoned conversations, along with the corresponding rate.
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