Performance Tiles (Metrics)

Overview

The Performance Management data source is available in Insights and contains the underlying data that powers Performance Tiles. When you need to go beyond what is visible on the Sharpen Q dashboard, such as comparing agent performance across your team or building custom reports and charts, this is the data source to use.

Performance Tiles display three agent-facing metrics on the Sharpen Q dashboard, configured at the User Group level. The metrics available for those tiles, along with their full definitions and underlying calculations, are documented below.

Metric Definitions

Avg. Talk Time

The average length of talk time across all inbound call interactions within the selected timeframe.

AVG(TalkTime) where commType = "InboundCall" — [Timeframe]

Example: Avg. Talk Time = 1:59 (last 7 days)

Avg. Wrap Up Time

The average length of time agents spend in a wrap-up state following inbound call interactions within the selected timeframe.

AVG(WrapUpTime) where commType = "InboundCall" — [Timeframe]

Example: Avg. Wrap Up Time = 0:28 (last 7 days)

Avg. Agent Hold Time

The average length of time agents place customers on hold after answering an inbound call interaction within the selected timeframe.

AVG(AgentHoldTime) where commType = "InboundCall" — [Timeframe]

Example: Avg. Agent Hold Time = 0:25 (last 7 days)

Avg. Handle Time (AHT)

The average handle time across all inbound call interactions within the selected timeframe. Handle Time is calculated as Talk Time + Wrap Up Time + Agent Hold Time. Only interactions with a Talk Time greater than 10 seconds are included.

AVG((TalkTime > 10 seconds) + WrapUpTime + AgentHoldTime) where commType = "InboundCall" — [Timeframe]

Example: Avg. AHT = 2:52 (last 7 days)

% of Calls Transferred

The percentage of inbound call interactions within the selected timeframe that contain a transfer.

(Count(Transfer = 1) / Count(Total Interactions)) where commType = "InboundCall" — [Timeframe]

Example: 47% of interactions are transferred (last 7 days)

Active Call Resolution % (ACR)

Active Call Resolution measures the percentage of an agent's calls where the customer did not need to call back within a specified window. By default, all calls are marked as resolved unless another call is received from the same phone number (ANI) within the timeframe.

ACR is calculated daily against the previous 24–48 hours of data. Only interactions where Agent Name is not null and Handle Time is greater than 10 seconds are included. If a given ANI appears only once within the window, the interaction is counted as ACR. If the ANI appears more than once, it is marked as not resolved.

Three timeframe variants are available:

ACR % (1 Day) — Looks back 24 hours based on interaction End Time.

ACR % (3 Days) — Looks back 72 hours based on interaction End Time.

ACR % (7 Days) — Looks back 168 hours based on interaction End Time.

Example: An agent with an ACR % (7 Days) of 85% means 85% of their calls over the past 7 days did not result in a repeat call from the same customer.