Call Metrics
View the stats for calling activities performed by each agent in your team. These metrics are great resource to develop an insight.
Examine the statistics related to calling activities carried out by each agent in your team. These metrics serve as a valuable resource for gaining insights into individual and collective performance. By analyzing these statistics, you can identify strengths, weaknesses, and trends among your team members. This information is crucial for optimizing workflow, improving productivity, and enhancing overall customer experience. Furthermore, these insights can assist in making informed decisions regarding training, performance evaluations, and resource allocation, ultimately contributing to the success of your organization.
TOTAL CALLS
The Total Calls value seen in the top right represents the total number of and the total duration of all calls made by the selected agent. By calculating this sum, you can gain a comprehensive understanding of the agent’s overall call activity, including both the number of calls they have handled and the combined length of those calls.
AUTOMATION CALLS
In the Automation Calls section, you can view statistics related to automated calls that you have set up.
Total Calls – Shows the total number of calls made through automation.
Answered – Number of calls answered by the recipient.
Agent Missed – Number of calls missed by the selected agent.
Lead Missed – Number of Leads missed by an individual agent.
Failed – Number of calls that could not go through.
MANUAL ACTION CALLS
Manual Action Calls pertain to calls that are queued in manual call campaigns.
Total calls – Number of calls assigned to the agent that are queued in manual actions.
Answered – Number of calls answered by the recipient.
Missed – Number of calls missed by an agent.
Failed – Number of calls that couldn’t go through.
Avg. Call Duration – Average duration of each manual call attended by individual agent.
DIALER CALLS
The Dialer Calls section displays statistics related to calls made using the power dialer feature of your CRM.
Total Calls – The total number of calls made with dialer.
Answered – The total number of calls answered by the recipient.
Missed – The total number of calls missed by an agent.
Failed- The total number of calls that could not get connected to the recipient.
Avg. Call Duration – The average duration of each call.
INCOMING CALLS
The Incoming Calls section displays statistics related to incoming calls received by your agents.
Total Calls – The total number of Incoming calls.
Answered – The total of calls answered by an agent.
Missed – Calls missed by an agent.
Failed – Conversation could not happen.
Avg. Call Duration – The average duration of each incoming call.