GETTING STARTED WITH ZENDESK TALK 44 METRIC DEFINITION Agent Activity Total online time Total time the agent was on a These metrics focus on agents, both call, in wrap-up mode, or online individuals and as a whole, and are (browser must be open if using essential for understanding agent browser, can be closed if using performance. phone forwarding) Time available Total time agent was available to answer calls and set to online. Does not include time on calls or in wrap-up mode. Average talk time Average talk time across all calls (excludes hold time and consultation) Total talk time Total talk time (excludes hold time and consultation) Average hold time Average time spent on hold per call (based only on calls where hold is used at least once)