- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
- Product Introduction
- Purchase Guide
- Preparation
- Getting Started
- Administrator Manual
- Telephone Operation Guide
- Customer Service Management
- Inbound IVR Management
- Outbound Number Assignment
- SIP Phone Registration
- Integration with Business System (Inbound Call Pop-Up)
- Online Status and On Break Reason
- Inbound Call Routing and Answering Settings
- Clicking to Dial on PC
- Hot Word Feature
- Outbound Call on Dial Pad
- Predictive Outbound Calling
- Call-out Then Customer Call-in Reception
- Call Features
- Customer Satisfaction Evaluation
- Number Privacy Protection
- Service Record Viewing and Playback
- Service Record Storage and Access
- Recording Storage and Access
- Data Analysis
- Real-Time Monitoring
- Telephone Operation Guide
- Agent Manual
- Phone Volume
- Hardware, Software, and Network Requirements
- Logging In and Going Online
- Agent Workstation
- Agent Status
- Answering Calls and Making Outbound Calls (via Web)
- Call Hold and Mute
- Direct Transfer to Skill Group/Agent
- Call Self-Service
- Entering Extension Number
- Agent Internal Call
- Phone Service Records and Recording
- Modify the mobile number
- Forgetting or Changing Password
- Going Offline and Logging Out
- Phone Volume
- Practical Tutorial
- Use Case
- API Documentation
- History
- Introduction
- API Category
- Making API Requests
- Agent APIs
- Skill Group APIs
- Number APIs
- Dual Call APIs
- Automatic Outbound Call APIs
- CreateAutoCalloutTask
- DescribeAutoCalloutTasks
- StopAutoCalloutTask
- DescribeAutoCalloutTask
- UpdatePredictiveDialingCampaign
- ResumePredictiveDialingCampaign
- PausePredictiveDialingCampaign
- DescribePredictiveDialingSessions
- DescribePredictiveDialingCampaigns
- DescribePredictiveDialingCampaign
- DeletePredictiveDialingCampaign
- CreatePredictiveDialingCampaign
- AbortPredictiveDialingCampaign
- DescribeAgentCruiseDialingCampaign
- Telephone APIs
- Phone Service Record APIs
- Purchasing APIs
- Other APIs
- Outbound Call APIs
- Data Types
- Error Codes
- SDK Development Guide
- Data Push
- FAQs
- Service Agreement
- Contact Us
- Data Deletion Guide
- Glossary
The Cloud Contact Center management console provides customer service-related data. This topic will explain the metrics related to customer service.
Overall Report
Go to the Cloud Contact Center management console, click Data Analysis in the left navigation bar to enter the data analysis page, and then click Agent Overall.
Data Metrics | Metrics Descriptions |
Average Online Duration | Total duration of agent online/Number of online agents (calculated on a daily basis) |
Average Free Duration | Total duration of agent state Free/Number of online agents (calculated on a daily basis) |
Average In Line Duration | Total duration of agent state In Line/Number of online agents (calculated on a daily basis) |
Average On Break Duration | Total duration of agent state On Break/Number of online agents (calculated on a daily basis) |
Average After-Call-Work Duration | Total duration of agent state After-Call-Work/Number of online agents (calculated on a daily basis) |
Detailed Report
Go to the Cloud Contact Center management console, click Data Analysis in the left navigation bar to enter the data analysis page, and then click Agent Overall - Export Detailed Report. The detailed report is calculated by agent and day.
Data Metrics | Metrics Descriptions |
Inbound Call Count | Number of calls assigned to agents by the contact center, calculated on a daily basis |
Inbound Call Answer Count | Number of calls assigned and answered by agents in the contact center, calculated on a daily basis |
Inbound Connection Rate | Number of inbound calls answered/Number of inbound calls (calculated on a daily basis) |
Average Call Duration for Inbound Calls | Total duration of successful inbound calls/Number of inbound calls answered (This ratio is based on the data metrics of agent service dimension.) |
Average Satisfaction Score for Inbound Calls | Total number of users entering the contact center assigned to agents at various satisfaction rating levels, calculated on a daily basis (For example: 1-10, 2-30 means that 10 callers in the customer service satisfaction rating pressed key 1, and 30 callers pressed key 2.) |
Outbound Call Count | Total number of calls made by agents from the contact center, calculated on a daily basis |
Outbund Call Answered Count | Number of calls made by agents from the contact center and answered, calculated on a daily basis |
Outbound Connection Rate | Number of outbound calls answered/Number of outbound calls |
Outbound Call Duration | Duration of successful outbound calls, calculated on a daily basis |
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