Call Volume
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Call Statistics shows the stats over the last month across several metrics related to call volume. These include:
Call volume
Avg. call duration
Avg. calls per agent
Avg. agent talk time
Avg. client talk time
percentage of Positive agent emotion
percentage of Positive client emotion
The default view displays information for the following time periods: Today, Yesterday, 7 day avg., and last month. For the last month average, the date range is displayed. If a specific calendar month is selected, then selected month and year are displayed.
Clicking a different point on the graph changes Today to the date selected, and Yesterday changes to Previous Day.
7 day average is calculated based on the last 7 days, including the selected date. Month average is calculated to include all days in the selected date range.
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After selecting a month via the date picker, only the month’s average will be populated in the default view as seen above. The rest of the statistics will be populated when a date is selected by clicking a data point on the graph.