Performance Metrics

Overview

We introduced new time-based performance metrics in the Evaluation screen to help trainers better understand how agents handle interactions during training sessions.
These metrics provide visibility into interaction efficiency, allowing trainers to review how long agents take to manage conversations and, in voice sessions, how they use hold during interactions.

The update includes:

• Average Handle Time (AHT) for all training sessions
• Hold Time metrics for voice sessions

How It Works

After completing a training session, users can open the Evaluation screen to review the agent’s performance.
The metrics section now includes time-based performance indicators.

The metrics displayed depend on the type of session:

• Chat sessions display Average Handle Time (AHT).
• Voice sessions display Average Handle Time (AHT) along with additional hold-related metrics.

Metrics Displayed

• Average Handle Time (AHT): Displayed for all training sessions.
  • Shows the total duration of the interaction between the agent and the simulated customer.
  • Helps trainers understand how efficiently agents manage conversations.
• Hold Time Metrics: Displayed only for voice training sessions.
  • These metrics help trainers understand how agents manage hold during customer interactions.
  • The following metrics are included:
    • 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.