Agent’s Statistics

Statistics:

In the context of ZIWO's voice admin dashboard, "statistics" typically refer to various metrics and data points related to the performance and operation of a call center or contact center using the ZIWO platform.

These statistics provide valuable insights into how the call center is functioning, how agents are performing, and how customers are being served.

Here are some common statistics that might be included in Ziwo's voice dashboard:

1. Call Volume: The total number of incoming and outgoing calls handled by the call center within a specific time period.
2. Call Duration: Average and total duration of calls, which can help in assessing efficiency and customer interaction quality.
3. Response Time: The time taken for agents to respond to incoming calls or messages, which is critical for customer satisfaction.
4. Service Level: Percentage of calls answered within a specified time threshold, indicating adherence to service level agreements (SLAs).
5. Agent Performance: Metrics such as average handling time (AHT), number of calls handled, call abandonment rates, and customer satisfaction ratings.
6. Queue Statistics: Information on the number of calls waiting in queue, average wait time, and abandonment rates.
7. Call Outcome: Data on call dispositions (e.g., resolved, transferred, escalated), which helps in tracking outcomes of customer interactions.
8. Real-Time Monitoring: Live statistics on current call volume, agent availability, and queue status for immediate management and adjustment.