Call Activity

The 2nd tab 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 Michael for 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:

Conversations: number of conversations in stated period.

Hours Total Call Duration: total duration of conversations in stated period.

Minutes Average Call Duration: the average duration of conversations.

Talk / Listen Ratio: the average talk/listen ratio for calls.

Interchanges per minute: the average interchanges / minute for calls in stated period.