Use this section to get a general overview of your team performance.
These are the available filters in the Agent Performance section:
| Metric | Description | Calculation |
|---|---|---|
| Total Calls | Total inbound and outbound calls in your account. | |
| SUM of inbound answered + missed + abandoned + outbound connected + outbound not connected. | ||
| Inbound Calls | Total inbound calls that reached your call centre. |
It includes calls that were answered, missed, abandoned and calls that went to voicemail. | SUM of inbound answered + missed + abandoned calls | | Outbound Calls | Total outbound calls made by your call centre.
It includes both connected and not connected outbound calls. | SUM of outbound connected + outbound not connected | | Missed Calls | Total number of inbound calls which were longer than 5 seconds and either
| SUM of: Missed: Out of hours + Missed: Has Rings + Missed: NoEligibleAgents + Missed: VoicemailNoRings + Missed: Unknown | | Abandoned Calls | Total number of inbound calls which were either shorter than 5 seconds or were cancelled before reaching Ring Team block. | SUM of: Abandoned: Short + Abandoned: OnVoiceMessage + Abandoned: OnVoicemail + Abandoned: OnIVR + Abandoned: Other + Abandoned: Unknown | | Average Waiting Time (AWT) mins/seconds | Average time an inbound call remained in the queue until someone in your team answered it. In other words, this is the average time a caller spends in the queue.
Only includes waiting time for calls that were ultimately answered.
This does not include time spent in IVR / Voice Message menus. | AVG waiting time for answered inbound calls.
If the customer is sent to the waiting queue multiple times as a result of no answers or transfers, the waiting time for the call will be a SUM of time spent in the waiting queue across all call legs. | | Call answer rate (CAR) % | How many inbound calls that could have been answered were actually answered by your team?
Does not include Missed: Out of Hours and Abandoned: Short calls. | Total number of answered incoming calls / Total number of incoming calls received [answered+missed] x 100
Rounded to the nearest integer. |