About call metrics
Call metrics provide visibility into how calls are handled at every stage: from the moment a call is initiated to the completion of post-call work. Metrics are tracked consistently across inbound calls and outbound calls, including campaign calls in the preview, progressive and predictive modes.
Each metric represents a specific stage of the call lifecycle. By analyzing these metrics collectively, you can gain a clearer understanding of both agent performance and customer experience, making it easier to identify areas for improvement and optimize your call center operations.
Call stages
Inbound call (with cold transfer)
Inbound call (with warm transfer)
Regular outbound call
Campaign outbound call (Preview)
Campaign outbound call (Progressive & Predictive)
Call metrics
Handle
The total time an agent spends handling a call. It begins when the call is connected to the agent and continues through the end of any post-call activity, such completing wrap-up after a campaign call ends.
Preview
Applies specifically to outbound campaign calls in the preview dialer mode.
The time an agent spends reviewing the record's information before deciding whether to proceed with initiating the call. This time is recorded regardless of the agent's decision, meaning it includes the cases where the agent accepts, rejects, or ignores the invitation to start an outbound call.
Greetings
The total time a caller spends listening to automated audio messages before connecting to an agent. This includes any intro messages, IVR instructions, or other media configured in the call flow.
Dial
Applies only to outbound calls, both regular and campaign ones.
The total amount of time spent on waiting for the answer from the contact (on outbound campaigns calls only).
Wait
The total amount of time the caller waited for the answer, excluding the greetings on inbound calls. The exact definition varies slightly depending on how the call is initiated.
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Regular inbound calls: the time from the start of the ringing tone until the agent answers the call, or it's sent to voicemail.
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Regular outbound calls: the time from the start of the ringing tone until the contact answers the call, or it's sent to voicemail.
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Campaign outbound calls: the time from receiving the record by the agent until the contact answers the call, or it's sent to voicemail.
Talk
The duration of the actual conversation between the agent and the contact. It reflects the period when both parties are actively engaged in communication and doesn't include any time spent on hold.
Hold
The total time the caller spent on hold during a call. This can occur when an agent temporarily places a call on hold, or when a caller is waiting to be connected during a consultative (warm) transfer.
Transfer
The time spent by the caller waiting for another agent to answer after a cold transfer has been initiated. If multiple transfers occur during the call, all waiting periods are combined.