Operator metrics

If you have permission to view operator metrics, you may have noticed that a new Operator Metrics section has appeared at the top of the main dashboard.

The operator metrics are intended to track the statistics and performance of individual operators. For example, you can track in detail the evolution of sessions and operator states over time, session length or ACW length.

The section displays data not older than 3 months only.

The metrics are available to any user who has been granted the "View Operator Metrics" permission.

If your operators are calling clients (outgoing calls), you can find the BCW (Before Call Work) status in the metrics. The status starts when you click the "Call" button and ends when the call starts dialing.