Agent Call Metrics gives you a detailed breakdown of call performance for each agent on your team. This data helps improve productivity and customer experience, and can inform decisions around training, performance evaluation, and resource allocation.

Open the Agent Reporting section, then scroll to the Call Metrics table to begin.

Filters

Use the filters in the upper panel to view data for particular users, analyse performance across different periods, or compare metrics for multiple users.

For detailed guidance on using these filters, see 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, giving you a clear picture 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.

Use these insights to improve customer engagement and make sure resources are in the right place to meet your organisational goals.