The following table describes the metrics that you can add to the Metrics widget.
| Widget | Description |
|---|---|
| Agents In Call | Displays the total number of agents that are on a call. |
| Agents Logged In | Displays the total number of agents who are signed in. |
| Calls | Displays the total number of calls. |
| Calls Connected | Displays the total number of connected calls. |
| Calls Failed | Displays the total number of failed calls. |
| Calls In Queue | Displays the total number of calls that are waiting to be transferred to an agent. |
| Calls Transferred | Displays the total number of calls that are transferred to agents. |
| Charge | Displays the total charge for the current day for the services at the level for which you access the monitor dashboard (for example, if you have accessed the monitor dashboard for a call center, this value indicates the total charge for the current day for all the services assigned to the call center). |
| CIP | Displays the total number of calls that are currently in progress. |
| Remaining | Displays the total number of dialable contacts whose numbers are remaining to be dialed. |
| Time On Hold | Displays the total time that your customers are placed on hold by agents during calls. |
| Total Not Ready Time | Displays the total time that the agents were not ready to place or receive calls (Not Ready state). |
| Total Ready Time | Displays the total time that the agents were ready to place or receive calls (Ready state). |
| Total Talk Time | Displays the total time that the agents spent talking to customers. This does not include hold or wrap-up time. |
| Total Wrap Time | Displays the total time that your agents spent wrapping up calls (Wrapup state). |