📣 Release: Phone Metrics

Call duration is one of the most important Phone metrics. 

This metric provides insight into the time your agents spend on client calls. This is vital for support teams, which often have time constraints and strive to resolve customer issues quickly and efficiently.

By monitoring call duration, agents are encouraged to collaborate and reduce call times. Tracking this metric daily allows you to understand client behavior patterns and optimize resource allocation for consistent performance throughout the week.

You can access this metric through the Scorecard building, it is available in Agent, Team, and Company Scorecards. 

When setting up or editing your Scorecard of choice, simply pick this metric to add it to the Scorecard. 

This metric aggregates all the calls registered per agent, team, or team of teams and tells you what the average time spent per call is. 

You will also find this metric included in Activity Hours and Agent Scorecard Activity Heatmap.