You can refine the data statistics to be included in the report by selecting the following specific items:
- Service numbers
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Service Number
- By Month
- By Week
- By Day
- By Hour
- By Half Hour
- By Quarter Hour
Configurables in the Report Tool:
- Minimum call length (seconds) – Only statistics for calls that lasted at least this number of seconds are included in the report
- Service level target (seconds) – Only statistics for calls that were answered within the target number of seconds are included in the report.
Filters in the Report Tool: None
The following statistics are available for inbound and outbound calls.
Note: Depending on the features that are licensed for your system, some of these columns may not be displayed.
| Statistic | Description |
|---|---|
| Total calls | The total number of calls to the service number. |
| Connected calls | The total number of calls that were connected to an agent or that reached another connected endpoint (such as an external contact centre or voicemail). |
| Dropped calls | The total number of calls to this service number that were dropped before being connected to either a destination or an agent. |
| Service level | The percentage of calls that were answered within the target number of seconds (excluding audio time). |
| Total calls met service level | The total number of calls that were connected to an endpoint (queue, voicemail etc) within the target number of seconds. |
| Availability | The total percentage of calls that were connected to an agent or that reached another connected endpoint (such as an external contact centre or voicemail), not including calls that were less than the Minimum Call Length (in seconds). |
| Total call length | The total time (in minutes) that callers to this service number spent on calls, measured from the time the calls entered the call flow for this service number. This includes pre-queue time, the time spent waiting in a queue, and the time spent talking to agents. |
| Average call length | The average call length (in seconds), measured from the time each call entered the call flow for this service number. |
| Total talk time | The total time (in minutes) that callers to this service number spent talking to agents. This time does not include the time spent waiting in a queue. |
| Average talk time | The average time (in seconds) that callers to this service number spent talking to agents. This time does not include the time spent waiting in a queue. |
| Maximum call length | The maximum call length (in minutes), measured from the time the call entered the call flow for this service number. |
| Total wait time | The total time (in minutes) that callers to this service number spent waiting for an agent to answer their call. This includes the time spent selecting DTMF options + time spent in a queue. |
| Total wrapup time | The sum of all wrapup times (in minutes) for calls to this service number. |
| Answered/Unanswered % | The percentage of calls that were answered. |
| Inbound call rate | The rate of incoming calls per hour to this service number. |
Parent topic: Call-data statistics