Struct PerformanceMetrics

pub struct PerformanceMetrics {
    pub total_calls: usize,
    pub calls_answered: usize,
    pub calls_queued: usize,
    pub calls_abandoned: usize,
    pub average_wait_time_ms: u64,
    pub average_handle_time_ms: u64,
    pub service_level_percentage: f32,
    pub start_time: DateTime<Utc>,
    pub end_time: DateTime<Utc>,
}

Performance metrics for a specified time period

Comprehensive call center performance data including call volumes, service levels, timing metrics, and quality indicators. This structure provides the foundation for performance reporting and analysis.

Metrics Included

Volume Metrics

• Total Calls: All inbound calls received
• Calls Answered: Calls successfully connected to agents
• Calls Queued: Calls that entered queue systems
• Calls Abandoned: Calls disconnected before being answered

Timing Metrics

• Average Wait Time: Mean time customers wait in queues
• Average Handle Time: Mean time agents spend on calls
• Service Level: Percentage of calls answered within target time

Examples

Performance Analysis

use rvoip_call_engine::api::supervisor::{SupervisorApi, PerformanceMetrics};
use chrono::{Utc, Duration};
 
let supervisor = SupervisorApi::new(engine);
 
let end_time = Utc::now();
let start_time = end_time - Duration::hours(1);
 
let metrics = supervisor.get_performance_metrics(start_time, end_time).await;
 
// Calculate derived metrics
let answer_rate = if metrics.total_calls > 0 {
    metrics.calls_answered as f32 / metrics.total_calls as f32 * 100.0
} else {
    0.0
};
 
let abandon_rate = if metrics.total_calls > 0 {
    metrics.calls_abandoned as f32 / metrics.total_calls as f32 * 100.0
} else {
    0.0
};
 
println!("📊 Performance Analysis:");
println!("  Answer Rate: {:.1}%", answer_rate);
println!("  Abandon Rate: {:.1}%", abandon_rate);
println!("  Service Level: {:.1}%", metrics.service_level_percentage);
 
// Performance targets
if answer_rate < 90.0 {
    println!("🚨 Answer rate below 90% target");
}
if abandon_rate > 5.0 {
    println!("⚠️ Abandon rate above 5% target");
}
if metrics.service_level_percentage < 80.0 {
    println!("📉 Service level below 80% target");
}

Fields

total_calls: usize

Total number of calls received in the period

calls_answered: usize

Number of calls successfully answered by agents

calls_queued: usize

Number of calls that entered queue systems

calls_abandoned: usize

Number of calls abandoned before being answered

average_wait_time_ms: u64

Average wait time in queues (milliseconds)

average_handle_time_ms: u64

Average call handling time (milliseconds)

service_level_percentage: f32

Service level percentage (calls answered within target time)

start_time: DateTime<Utc>

Start of the measurement period

end_time: DateTime<Utc>

End of the measurement period

Trait Implementations

impl Clone for PerformanceMetrics

fn clone(&self) -> PerformanceMetrics

Returns a duplicate of the value.

fn clone_from(&mut self, source: &Self)

Performs copy-assignment from source.

impl Debug for PerformanceMetrics

fn fmt(&self, f: &mut Formatter<'_>) -> Result

Formats the value using the given formatter.