What are Metrics?
Metrics also called Reports are various types of measurements that can be helpful for you in order to see the current standings of your business.There are 3 main categories of metrics: time-based metrics, effort metrics and agent activity metrics.
Time-based metrics provide you with data such as first reply time, requester wait time or full resolution time. Effort metrics include number of replies, reopened or reassigned tickets and agent activity metrics concern online time, availability and resolved tickets. You can also create custom metrics to track data of your highest interest.
Learn more about Metrics in LiveAgent.