Metrics
This section provides a snapshot of key performance indicators for the current day. Metrics are updated in real-time. They provide information on the daily situation of the service queues.
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For more detailed information on individual queues, click on the queue name to drill down.FIX: IMAGE
Arrived calls: The number of calls that have arrived in visible queues during their open serving hours
Answered calls: Number of Answered Inbound Calls
Unanswered calls: The number of unanswered calls during open service hours
Avg. talk time: Average talk time
Avg. wait time: Average wait time
Reachability %: The percentage of calls answered during open service hours
Service level %: The weighted average percentage of calls answered within a predefined time threshold eg. 20 seconds.If the queue does not have a set service level, these queues will have no effect on the service level calculation.
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