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.

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.