Explore detailed statistics on the calling activities carried out by each agent in your team. These metrics offer valuable insights into performance trends.
By analyzing the data, you can assess both individual and team performance, identifying key strengths, weaknesses, and patterns. These metrics are essential for optimizing workflows, boosting productivity, and improving customer experiences. Additionally, this information is critical for making informed decisions regarding training, performance evaluations, and resource allocation, all contributing to your organization's success.
Total Calls
The "Total Calls" metric at the top right corner reflects the cumulative number and duration of all calls made by a selected agent. This total provides a comprehensive view of the agent’s calling activities, encompassing the number of calls handled and their total duration.
Automation Calls
In the "Automation Calls" section, you’ll find statistics related to the automated calls you have configured.
Total Calls: Number of calls made through automation.
Answered: Calls successfully answered by the recipient.
Agent Missed: Calls that the agent did not attend.
Lead Missed: Potential leads missed by the agent.
Failed: Calls that failed to connect.
Manual Action Calls
"Manual Action Calls" refer to calls that are queued in manual call campaigns.
Total Calls: Number of calls queued for the agent in manual actions.
Answered: Calls answered by the recipient.
Missed: Calls that the agent failed to answer.
Failed: Calls that did not connect.
Avg. Call Duration: The average time spent on each manual call.
Dialer Calls
The "Dialer Calls" section provides data on calls made using your CRM’s power dialer feature.
Total Calls: The total number of calls made using the dialer.
Answered: The number of calls that were answered by the recipient.
Missed: The number of calls that the agent missed.
Failed: Calls that were not successfully connected.
Avg. Call Duration: Average time spent on each dialer call.
Incoming Calls
The "Incoming Calls" section provides metrics on incoming calls received by your agents.
Total Calls: The number of incoming calls received.
Answered: Calls answered by the agent.
Missed: Calls that were missed by the agent.
Failed: Calls that could not connect.
Avg. Call Duration: Average duration of each incoming call.
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