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Reports

  • 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.
  • 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.