Agent Call Metrics offers a detailed breakdown of call performance metrics for each agent in your team. This data is essential for improving productivity and enhancing the customer experience. Additionally, these insights can inform key decisions regarding training, performance evaluation, and resource allocation, ultimately contributing to the growth and success of your organization.
Open the Agent Reporting section, then scroll to the Call Metrics table to begin.
Filters
To view data for particular users, analyze performance across various periods, and/or compare metrics for multiple users, utilize the filters on the upper panel.
For detailed guidance on how to use these filters, please refer to the overview of the Agent Reporting tab.
Key Calling Activity Metrics
Total Calls & Total Call Time
These metrics, displayed in the top right corner, show the total number and combined duration of all calls made by the selected agent. This provides a comprehensive view of their overall call activity, including the volume and length of calls handled.
Automation Calls
The Automation Calls section highlights calls made through workflows.
- Total Calls: Total number of automated calls made.
- Answered: Number of calls successfully answered by recipients.
- Agent Missed: Number of calls missed by the agent.
- Lead Missed: Number of calls where leads failed to connect.
- Failed: Calls that could not be completed due to errors.
- Avg. Call Duration: The average length of each automated call.
Manual Action Calls
The Manual Action Calls section focuses on calls queued by manual call actions.
- Total Calls: Number of calls assigned to the agent in manual actions.
- Answered: Calls successfully answered by the recipient.
- Missed: Calls missed by the agent.
- Failed: Calls that could not connect including voicemail calls.
- Avg. Call Duration: The average length of each attended manual call.
Dialer Calls
The Dialer Calls section reports on calls made using the dialer.
- Total Calls: Total number of calls initiated via the dialer.
- Answered: Calls successfully answered by recipients.
- Missed: Calls missed by the agent.
- Failed: Calls that could not connect to the recipient.
- Avg. Call Duration: Average duration of each dialer call.
Incoming Calls
The Incoming Calls section provides statistics for calls received by your agents.
- Total Calls: Total number of incoming calls received.
- Answered: Calls successfully answered by the agent.
- Missed: Calls missed by the agent.
- Failed: Calls where no connection occurred.
- Avg. Call Duration: Average length of each incoming call.
By leveraging these insights, you can drive better customer engagement and ensure that resources are effectively allocated to meet organizational goals.