Performance metrics dashboard

The Performance Metrics dashboard gives you a high level overview of your support center for both calls and chats. It is split into two primary sections: Global Metrics and SLA Metrics.

Details

Only inbound interactions are represented. Because outbound calls are not associated with a queue, they are not included.
Queue selection must be completed to show in the dashboard
In-menu abandons are not represented

View the dashboard

Go to Dashboard > Performance Metrics.

Time filters

In the top right corner a filter drop down is available.

Today: the current date based on your locally configured time zone
Last 24 hours
This quarter: Starts at the first day of the current calendar quarter until the current day

Global metrics

The left-hand tile contains call-specific data, while the right-hand tile contains chat data.


Call Volume	Count of inbound or outbound interactions offered, regardless of whether they were handled by an agent or not (includes abandons, failed contacts, etc)
Handled	Count of inbound or outbound interactions touched by an agent (excludes agent <> agent transfers)
Transfer %	SUM of finished or failed segments that are a transfer / SUM of all finished or failed segments
Inbound	Count of interactions created by a consumer and offered - regardless of whether it was handled by an agent (includes abandons, failed contacts, etc)
Outbound	Count of interactions created by an agent or auto-dialing system, regardless of whether the consumer answers the call
Calls in Queue	Count of inbound interactionscurrentlywaiting in queue
AHT	(average call duration + average wrap-up status associated with a Call ID)
Chat Volume	Count of interactions offered, regardless of whether they were handled by an agent or not (includes abandons, failed contacts, etc)
Handled	Count of interactions touched by an agent (excludes agent <> agent transfers)
Transfer %	Sum of finished or failed interactions that are a transfer / Sum of all finished or failed interactions
Chat Concurrency	The average concurrency of all ongoing chats (live metric)
Avg Response Time	Average time (seconds) that it takes for an agent to respond to a consumer
Chats in Queue	Count of inbound interactionscurrentlywaiting in queue
AHT	Average chat duration (no wrap-up status applied)

SLA metrics

The top of the SLA Metrics shows two charts for Call SLA and Chat SLA respectively. The time range displayed here is representative of the time range selected at the top right of the page. The SLA displayed represents the total SLA across the support center.

Call and chat metrics: SLA bands

This section will help you quickly identify how many sessions are falling below the set SLA threshold. There are three pre-configured thresholds displayed by default:

SLA >= 80
60 > SLA < 80
SLA <= 60

The metrics displayed are defined as follows:


Queues	See Data Dictionary
Total SLA	See Data Dictionary
Volume	Total interactions which qualify for SLA calculation. See SLA in Data Dictionary for more details.
Handled	Total completed interactions which qualify for SLA calculation. See Data Dictionary.
Abandoned	See Data Dictionary

If you're interested in exploring the data further, click the explore button on the right of each row to open a new, more detailed view. In this view, you can see which specific queues fall into each SLA band.