There are a lot of key metrics, like Average Wait Time, Abandon Rate and Average Handle Time, that can be used as key performance indicators (KPIs).
The Metrics Section under the Analytics Menu allows you to create your call center's custom metrics that can be reused for multiple reports.
Create a Metric
To create a new Metric click on the 
button. Enter Metric Name, Table, Metric and Description then click on Add Metric. Refer to MYSQL documentation for the Metric field syntax.
After creating a custom metric, it will be available in the list of custom metrics when you add a report field.
Edit a Metric
Find the metric from the metrics list and Click on Edit Metric. Edit parameters of the metric and click on Save.
