🚀Performance Metrics

We added new time-based performance metrics to the Evaluation page to help trainers better understand how agents handle training interactions.

The update includes:

• Average Handle Time (AHT) for all training sessions
• Hold Time metrics for voice sessions
  • Total Hold Time per Call: Shows the total time the customer was placed on hold during the interaction.
  • Number of Holds per Interaction: Shows how many times the customer was placed on hold during the call.
  • Average Hold Duration: Shows the average length of each hold during the interaction.

These metrics provide additional visibility into interaction efficiency and hold behavior during voice calls.

For more information, check out the documentation: https://docs.fuelix.ai/update/docs/performance-metrics