Training Metrics
Metrics for agent performance in training simulations (Script Trainings, Systems Trainings, Mini Modules, and Objections).Training Score
Training Score
Also known as: Training Compliance ScoreCalculation: Average compliance score across all completed training simulations within the selected date range.Score Range: 0-100%Breakdown by Training Type:Training scores are weighted averages across different simulation types:
| Training Type | Weight | Description |
|---|---|---|
| Script Trainings | Full | Traditional call script simulations |
| Systems Trainings | Full | Software/system navigation simulations |
| Mini Modules | 1/5 | Short scenario-based exercises |
| Objection Handling | 1/10 | Objection response scenarios |
Training AHT
Training AHT
Also known as: Training Average Handle TimeCalculation: Average time per completed end-to-end training simulation.Includes: Script Trainings and Systems Trainings onlyExcludes: Mini Modules and Objection training sessions
Mini Modules and Objections are excluded because they’re significantly shorter than full simulations and would skew the average.
Total Training Time
Total Training Time
Calculation: Sum of all time spent actively inside training simulations from when the agent clicks “Start Simulation” through when they click the button that ends the simulation and takes them to the feedback screen.Includes: All training types (Scripts, Systems, Mini Modules, Objections)Per Agent View: Shows cumulative training time for the specific agentDashboard View: Shows total across all agents in the selected filter
This metric counts the actual simulation time, not the time reviewing feedback or viewing results.
Average Training Time
Average Training Time
Dashboard View OnlyCalculation: Average total time spent per agent on all training simulations within the selected date range.Formula: Total training time across all agents ÷ Number of unique agents
Live Call Metrics
Metrics for agent performance on live customer calls.Average Compliance
Average Compliance
Calculation: Average QA compliance score across all live calls within the selected date range.Score Range: 0-100%Minimum Duration Filter: Calls under 60 seconds are excluded by default (configurable per organization)
Compliance scores are based on your organization’s QA scorecard configuration.
Average Handle Time
Average Handle Time
Also known as: Average Call Duration, AHTCalculation: Mean duration of all live calls within the selected date range.Measurement: Time from call start to call end (in minutes)Minimum Duration Filter: Calls under 60 seconds are excluded by default
Number of Calls
Number of Calls
Also known as: Total Calls, Call VolumeCalculation: Total count of live calls within the selected date range.Per Agent View: Shows calls for the specific agentDashboard View: Shows total across all filtered agents
Average Daily Active Agents
Average Daily Active Agents
Dashboard View OnlyCalculation: Average number of unique agents who took calls each day within the selected date range.Formula: Total unique agents per day summed across all days ÷ Number of days in date range
- Example Calculation
Date range: 7 days
- Day 1: 15 agents made calls
- Day 2: 18 agents made calls
- Day 3: 16 agents made calls
- Day 4: 14 agents made calls
- Day 5: 17 agents made calls
- Day 6: 12 agents made calls
- Day 7: 16 agents made calls
Additional Metrics
Calls Per Agent
Calls Per Agent
Dashboard View OnlyCalculation: Average number of calls per agent within the selected date range.Formula: Total calls ÷ Number of unique agents who took calls
Sessions Per Agent
Sessions Per Agent
Training Dashboard View OnlyCalculation: Average number of training sessions per agent within the selected date range.Formula: Total training sessions ÷ Number of unique agents who trained
Understanding Trend Changes
Many metrics display trend indicators showing performance changes compared to a previous period. Trend Calculation: Current period value minus previous period value Previous Period: Equal length to current date range, immediately preceding it- Example
Current date range: Last 7 days (Nov 5-11)Previous period: 7 days before that (Oct 29 - Nov 4)If current compliance is 85% and previous was 80%, the trend shows: +5% ↑
Time Measurements
How Training Duration is Measured
Training session duration starts when the agent clicks “Start Simulation” and ends when they click the button to complete the simulation and view feedback. Duration includes:- Time spent listening to and speaking with the AI customer
- Time navigating through system screens (Systems Trainings)
- Silence or thinking time during the simulation
- Time reviewing feedback after simulation ends
- Time viewing the QA scorecard
- Time on the simulation setup screen before clicking “Start”
How Live Call Duration is Measured
Live call duration is measured from call start to call end as provided by your phone system or API integration.FAQ
Why do my metrics show a dash (-)?
Why do my metrics show a dash (-)?
A dash appears when there is no data for the selected date range and filters. This usually means:
- No calls or simulations occurred in the selected period
- Filters are too restrictive (e.g., filtered to a product with no activity)
- The agent has not completed any qualifying sessions
Why does Training AHT differ from Total Training Time?
Why does Training AHT differ from Total Training Time?
Training AHT is the average time per simulation, while Total Training Time is the cumulative sum of all simulation time.If an agent completed 5 simulations of 8 minutes each:
- Training AHT: 8 minutes
- Total Training Time: 40 minutes (5 × 8)
Do incomplete or abandoned simulations count?
Do incomplete or abandoned simulations count?
No. Only completed simulations where the agent reached the end and viewed feedback are included in training metrics. Simulations that were started but abandoned do not count toward metrics.
Why are short calls excluded from metrics?
Why are short calls excluded from metrics?
Calls under 60 seconds (configurable) are typically incomplete, test calls, or disconnects. Excluding them provides more accurate performance measurements. Your organization can adjust this threshold.
How often do metrics update?
How often do metrics update?
- Training metrics: Update immediately when a simulation is completed
- Live call metrics: Update in real-time as calls are processed
- Dashboard aggregations: Refresh when you change filters or date ranges
Why do agent-level and dashboard-level metrics differ?
Why do agent-level and dashboard-level metrics differ?
Agent-level metrics show performance for a single agent, while dashboard-level metrics aggregate across multiple agents. Some metrics (like Average Daily Active Agents) only appear at the dashboard level because they measure team-wide patterns.