Drill-down on explorable metrics in the Call and Chat Real time Dashboards to obtain additional insight into performance and details about the metric. For example, go to Dashboards > Call and click on Repeat Contacts, and it will bring you to a list of completed calls filtered by Repeated.
When metrics are presented in blue, it means the metric may be drilled into.
Call & chat metrics
Definitions for the metrics below can be found on their respective dashboard page:
Repeat Contacts
Click on the number visible within the tile and the page will load to display the details of the repeat contacts filtered by Repeated.
Handled
Click on the number of handled interactions and the page will load to display all of the interactions that have been handled/completed.
Average Handle Time
Click on the Handle Time metric and the page will load showing all completed interactions included in the Average Handle Time calculation.
% Transfers
Click into the Transfer percentage tile and the page will load displaying all interactions where a transfer took place.
Chats dashboard only
Volume Incoming and Volume Outbound SMS
Click the tile to see the number of SMS inbound and Outbound.
AHT Incoming & AHT Outbound SMS
Click on the tiles for a comprehensive breakdown of how the AHT is made up for both inbound and outgoing SMS.