Page Comparison

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.

surveyScores

Survey scores

Array of scores from survey.

averageSurveyScore

Survey average

Survey average score.