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: None.
Filters in the Report Tool: None.
For each service number, the following statistics are available for inbound calls.
| Statistic | Description |
| Total calls | The total number of calls to the service number. |
| Connected calls | The total number of calls that were connected to agents. |
| Total callers | The total number of discrete callers to the service number. |
| Callers connected | The total number of discrete callers to the service number that were connected to agents. |
| Callers not connected | The total number of discrete callers to the service number that were not connected to agents. |
| Caller success rate | The percentage of discrete callers to the service number that were connected to agents. |
| Callers who called once | The total number of callers who called only once |
| Callers who called twice | The total number of callers who called twice. |
| Callers who called three times | The total number of callers who called three times. |
| Callers who called four times | The total number of callers who called four times. |
| Callers who called 5 to 10 times | The total number of callers who called 5 to 10 times. |
| Callers who called more than 10 times | The total number of callers who called more than 10 times. |
| Maximum number of calls by a caller | The most number of times that a caller has called this service number. |
| Prioritised repeat callers | The number of callers (not calls) who had their priority increased due to repeat calling. |
| Prioritised repeat callers connected | The number of callers (not calls) who had their priority increased due to repeat calling and were connected to agents. |
Parent topic: Call-data statistics