Page Comparison

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Metrics	Name	Description
`calledIn`	Inbound call time	It is the time in seconds that the agent was on an inbound call.
`calledOut`	Outbound call time	It is the time in seconds that the agent was on an outbound call.
`holdIn`	Inbound hold time	It is the time in seconds that the agent had an inbound call on hold.
`holdOut`	Outbound hold time	It is the time in seconds that the agent had an outbound call on hold.
`inCalls`	Attended inbound calls	Amount of attended inbound calls.
`outCalls`	Outbound calls	Amount of outbound calls.
`finishedCalls`	Finished calls	Number of inbound and outbound finished calls.
`wrapUp`	Wrap up time	Wrap up time.
`transferToExternal`	External transfers	Number of interactions transferred to an external number.
`averageSurveyScore`	Survey average	Survey average score.

SMS/Whatsapp

Metrics	Name	Description
`attendedSmsInteractions`	SMS/WhatsApp attended interactions	Number of attended SMS/WhatsApp interactions.
`startedSmsInteractions`	SMS/WhatsApp started interactions	Number of started SMS/WhatsApp interactions.
`finishedSmsInteractions`	SMS/WhatsApp finished interactions	Number of finished SMS/WhatsApp interactions.
`transferredAgentSms`	SMS/WhatsApp interactions transferred to another agent	Number of SMS/WhatsApp interactions transferred to another agent.
`receivedAgentSms`	Attended SMS/WhatsApp transfers	Number of times an agent attended an SMS/WhatsApp transfer.
`transferedToQueueSms`	SMS/WhatsApp interactions transferred to a queue	Number of SMS/WhatsApp interactions transferred to a queue.
`smsMessagesIn`	Inbound SMS/WhatsApp	Number of inbound SMS/WhatsApp.
`smsMessagesOut`	Outbound SMS/WhatsApp	Number of outbound SMS/WhatsApp.
`smsInteractionTime`	SMS/WhatsApp interaction time	Number of SMS/WhatsApp interaction time.

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