Usage Metrics Report Parameters
The following table describes the parameters available in the Usage Metrics Report.
|
Column |
Description |
|---|---|
|
Calls Duration (min) |
The total amount of time between when inbound calls arrived or outdial calls were placed and when they were terminated. |
|
Inbound |
Total Calls: The total number of inbound calls. Connected Calls: The number of inbound calls that were connected to an agent. IVR Duration (min): The number of minutes during which calls were in the IVR system. Queue Duration (sec): The number of seconds during which calls were in a queue. Talk Time (min): The number of minutes during which agents were talking with callers. Hold Time (min): The number of minutes during which inbound calls were on hold. |
|
Month |
The month during which the call activity occurred. |
|
Outdial |
Total Calls: The total number of outdial calls. Connected Calls: The number of outdial calls that were connected to an agent. Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. Hold Time (min): The number of minutes during which outdial calls were on hold. |
|
Recorded Calls |
The number of calls that were recorded. |
|
Total Calls |
The total number of inbound and outdial calls. |