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