The Agent Stats tab in Aloware Talk is where you track call, SMS, email, and other communication metrics for your team. You can view high-level numbers on the Stats page, dig into per-user breakdowns in the Reports section, and build custom metric groups to surface the data most relevant to your goals.
The Stats Page
The Stats page displays your current metrics and gives you two controls for keeping the data current and scoped to the right time window.
Refresh
Click Refresh to pull in the latest data. Use this any time you want to make sure the numbers reflect recent activity.
Time filters
Use the time filter to set the date range for the metrics shown on the page.
Yesterday - Previous Day, 12:00:00am - 11:59:59pm
Last 30 Days - Start = Today - 30 11:59:59, End = Today 12:00:00am
Last Month - Start = 1st day of the month 12:00:00am, Last day of the month 11:59:59
User-specific filters in reports
The Reports section lets you filter metrics by individual user and by date range. Use it when you need to see how a specific agent is performing over a given period, rather than looking at team-wide totals.
Available metrics in Aloware Talk
You can add any of the following metrics to a metric group. The metrics are organized by communication type.
Call types
All activity | All types of call activity |
All calls | All incoming and outgoing calls |
All qualified calls | Calls with a duration of more than 2 minutes |
Answered calls | Calls successfully picked up by agents or inboxes |
All missed calls | Calls that were not answered, whether the customer hung up while waiting or the call timed out. |
All abandoned calls | Calls dropped before entering a queue or connecting with an agent. |
All voicemails | Voicemail messages received |
Inbound calls | Incoming calls |
Qualified inbound calls | Inbound calls longer than 2 minutes |
Outbound calls | Outgoing calls |
Qualified outbound calls | Outbound calls longer than 2 minutes |
Call time and durations
Average duration | The average length of each call |
Total duration | The total time of all calls, from initiation to termination |
Total talk time | The total time spent in active conversations (excludes hold and routing) |
Average talk time | The average active conversation time per call |
Average wait time | The average time callers spent waiting before being answered |
Total wait time | The total time all callers spent waiting |
SMS types
All SMS | All incoming and outgoing text messages |
Inbound SMS | Incoming text messages |
Outbound SMS | Outgoing text messages |
Email types
All emails | All incoming and outgoing emails |
Inbound emails | Incoming emails |
Outbound emails | Outgoing emails |
Other communication types
All faxes | All incoming and outgoing faxes |
Inbound faxes | Incoming faxes |
Outbound faxes | Outgoing faxes |
Appointments | Scheduled appointments |
Reminders | Reminder notifications |
Contact dispositions
New
Open
In Progress
Open Deal
Unqualified
Attempted to Contact
Connected
Bad Timing
Creating metric groups
A metric group is a named collection of metrics displayed together on the Stats page. You can create as many groups as you need.
Click + Add Metric Group in the upper right of the Stats page.
Click the pencil icon to name the group (for example, "Calls").
Click + Add Metric inside the group.
In the modal that appears, select the metric properties you want to track.
Assign a status color to the metric: Blue for Success, Red for Warning, or Black for Default.
Repeat steps 3 to 5 to add more metrics to the group.
Rearranging metric groups
If you wish to change the order of your metric group list, simply hover your mouse over the lower-right side of the metrics group list bar.
Then, click on the three-bar menu icon and move the group to your desired sequence.
Deleting metric group lists
To remove a Metric Group list, hover your mouse over the upper-right corner of the metrics group list bar and click on the "X" button.
Confirm the deletion by clicking on Remove, and a notification will appear in the lower-left corner of your screen.
