Call Metrics
You can configure threshold rules for call metrics. For each rule, specify a value that triggers the alert. Configure call metrics as described in this table.
|
Metric |
Entity Type |
Trigger Value Type |
|---|---|---|
|
Abandoned Calls |
Queue |
Count |
|
Average Queue Time |
Queue |
Duration |
|
Average Speed of Answer |
Queue |
Duration |
|
Blind Transferred Calls |
Queue |
Count |
|
IVR Calls |
Entry Point |
Count |
|
Longest Time in Queue |
Queue |
Duration |
|
Number of Calls in Queue |
Queue |
Count |
|
Overflow Calls |
Queue |
Count |
|
Service Level Threshold |
Queue |
Percentage |
|
Short Calls |
Entry Point |
Count |
|
Transferred Calls |
Queue |
Count |