How to create Custom metric for Answered calls during productive hours

Created by Hannah Peters, Modified on Mon, 6 Mar, 2023 at 9:27 AM by Hannah Peters

The custom metric Answered calls during productive hours counts the amount of answered calls during the time the agent has worked productively, i.e. Answered calls during idle time + productive pause statuses ("Administration"/"ACW") and not in a pause status such as "Break" or "Lunch".



To create the Custom metric follow below steps:


In Skyview or Insights Click Edit widget on the widget you would like to add the metric to: 


Open a new custom metric by clicking the +:

Name the metric, e.g. "Idletime + productive pause". Under Info select Others and Time, then select the operation -, and choose the metrics Total login time - pause statuses that don't count as productive:

Then click Save.


Create a new Custom metric. Name the metric, e.g. "Answered calls custom". Under Info select Voice and Count, then select the operation *, and choose the metric Answered calls and then scroll down and set 3600:

Then click Save.

Create a new Custom metric. Name the metric, e.g. "Answered Calls during productive hours" Under Type choose Inplace, then select the operation /, Choose the Custom metric "Answered calls custom" / "Idletime + productive pause".
Then click Save.


Add the metric under Custom metrics:





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