How to create statistics ?

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PEOPLE

  • Time spent staffed
  • Time spent in status Available
  • Time spent in status On break
  • Time spent in status Meeting
  • Time spent in status Outgoing
  • Time spent in status Logged off
  • Time spent in status Logged in At
  • Time spent in status Logged out At
  • Maximum concurrently logged in Agents

CALLS

  • SLA – Service Level Agreement, as defined in your Company Settings
  • Inbound calls
  • Outbound calls
  • Internal calls
  • Calls landed in IVR
  • Lost in IVR calls
  • Calls landed in Queue
  • Transferred calls
  • Answered queue calls
  • Abandoned calls
  • Voicemails
  • Inbound clean calls, as defined in your Company Settings
  • Outbound clean calls, as defined in your Company Settings
  • Inbound phantom calls, as defined in your Company Settings
  • Outbound phantom calls, as defined in your Company Settings
  • Total Talk time for Queue calls
  • Average Talk time for Queue calls
  • Total duration of inbound calls
  • Total talk time of inbound calls
  • Average duration of inbound calls
  • Total duration of outbound calls
  • Total talk time of outbound calls
  • Average duration of outbound calls
  • Total duration of internal calls
  • Average duration of internal calls
  • Average waiting time in Queues
  • Average abandoned Time
  • Average call on hold Time
  • Average Inbound handling Time
  • Average Outbound handling Time

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