Agent metrics

Who should read this article: Agents

Real-time metrics enable agents to gauge their performance against their contact center standards.

Introduction

Your administrator sets up your account to display metrics to you in the Agent Panel to make it easy for you to gauge your performance. The Agent metrics screen provides you with a list of contact center metrics that enable you to view how long you have been in different statuses, how efficiently you are handling calls, how many calls you have handled, and more.

Agent Panel metrics

The following table includes descriptions of all the metrics that Voiso enables your administrator to display in the Agent metrics screen. The metric names are sorted alphabetically except for the ones related to specific call duration times and status duration – these are included at the end of the table. It is not likely that your supervisor or administrator has set up your account to see all of these metrics, just the ones that are important to your organization's business processes.