Analysis of call metrics for call direction

A method comprising:

• routing a data call for a user device that is enabled to communicate data for an end user of the user device;
• generating, in response to the routing of the data call and in response to one or more call event messages associated with the data call, a set of data metrics;
• evaluating the generated set of data metrics using one or more criteria;
• and
• generating call summary metrics which indicate call-related data for at least one call participant in the data call, the call-related data including one or more of:
• a number of incoming calls, a number of outgoing calls, a number of answered calls, a number of missed calls, a number of abandoned calls, an average call time, an average time to answer, or an average on-hold time;
• wherein the one or more call event messages include at least one of the following types of messages:
• a ring or alert, a call connected, a call disconnected, a call on-hold;
• a call parked, a call reconnected, a call transferred, calls merged, or calls conferenced.

A non-transitory computer-readable medium storing a set of instructions, wherein an execution of the instructions will cause a method to be performed, the method comprising:

• obtaining a client-specific policy specifying a plurality of agents in a logically-situated arrangement and one or more criteria;
• generating, in response to a data call that is routed in accordance with the client-specific policy and in response to one or more call event messages, a set of data metrics;
• and
• evaluating the set of data metrics using the one or more criteria specified in the client-specific policy that is linked to a set of one or more servers;
• wherein the logically-situated arrangement indicates different levels or categorizations of personnel, and is for a client entity associated with the client-specific policy.

An apparatus comprising:

• a set of one or more servers configured to
• obtain a client-specific policy specifying a plurality of agents in a logically-situated arrangement and one or more criteria;
• generate, in response to a data call that is routed in accordance with the client-specific policy and in response to one or more call event messages, a set of data metrics;
• and
• evaluate the set of data metrics using the one or more criteria specified in the client-specific policy;
• wherein the logically-situated arrangement indicates different levels or categorizations of personnel, and is for a client entity associated with the client-specific policy.