Call Activities

The 2nd module shows the rep's call volume over the stated period as compared to the rep's team members. The metrics pulled are based off of a department's duration threshold. This means that we are only pulling metrics for Rodrigo of calls over 120 seconds (his department's minimum duration).

Each data point compares the rep's activity to the team max and the team average. We pull the following metrics:

1. Number of Calls Played

2. Total Call Duration

3. Average minutes spent on the phone

4. Average Talk-Time Ratio

5. Average Interchanges per minute