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.