Which of the following is an example of a real-time metric?

A real-time metric refers to a measure that provides immediate insights into current performance levels. In this context, the total calls answered today captures data that is relevant and current, reflecting the number of calls that have been handled in the ongoing day. This metric allows managers and teams to assess performance on the fly and make quick adjustments if necessary.

The other options provide insights that are historical or cumulative in nature rather than real-time. Average handling time over the last month gives a broad overview of performance across an extended period, which is useful for trend analysis but does not reflect current operations. Similarly, agent occupancy from the previous shift provides insights based on completed work rather than ongoing performance. Therefore, the only option that reflects real-time performance is the total calls answered today.