How to create Custom metric for Answered calls during productive hours

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: 

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: