Global Call Statistics (Deprecated)
Get an overview of call statistics for all projects.
Warning: The Global Call statistics is deprecated, the User-based statistics is recommended to use instead.
To View Call Statistics
- From the VCC Live menu, select Logs and Statistics > Call statistics.
- Set the time period you need the statistics for.
- Optional: press
for more filtering options. - Press Search.
for more filtering options.Note: Multiple calls involving the same record are counted individually.
Global Call Statistics Overview
| Former name | Name | Description |
|---|---|---|
| Dimension | Dimension | Project, Agent, Time |
| Folder | Folder | The folder that contains the project. |
| Name of team | Team | The team the user is assigned to. |
| Username | Username | The agent who handled the call. |
| Project ID | Project ID | Project identifier number. It is generated when a project is created. |
| Number of records | Database Size | Number of records in database. |
| Promptly available to call | Instantly Callable | Number of records available to be called at a given moment. The system considers next_contact, which is then handled by the dialer. Callbacks that already belong to agents, Dropped calls, and voicemail are excluded. |
| Unfinished | Available to Call | Records still to be called that have anything apart from a Finished disposition. |
| Hourly wage | Hourly Wage | An agent’s previously set hourly wage. The cost of the agent is calculated by this wage. To set up the wage, navigate to: VCC Live menu -> User management -> Users -> Contact details & notifications pane -> Hourly Wage |
| Dropped calls | Dropped | Total number of Dropped calls during a given period. |
| Total | All Dispositions | All calls with allocated dispositions (Sum of calls with Not reached + Reached + Success dispositions). |
| Reached | Reached | Number of calls allocated a Reached and Success disposition during a given period. |
| Success | Success | Number of calls allocated a Success disposition during a given period. |
| Success (%) | Success (%) | Success percentage value, as per the following formula: number of Success calls / number of Reached calls, during a given period. |
| Expected success ratio (%) | Expected Success Ratio (%) | Percentage value of Expected Success Ratio, which is defined as a project KPI. |
| Success/hour | Success/Hour | Number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Expected success/hour | Expected Success/Hour | Expected number of Success dispositions per hour. Hour is determined by Total Login Time. |
| Call / Logged in | Call/Logged In | Time per hour spent in Call. Hour is defined by Total Login Time. |
| Agent commission | Agent Commission | Agent fee, as specified in Dispositions > General settings > Agent commission |
| CC commission | CC Commission | Call center fee, as specified in Dispositions > General settings > Call center commission |
| Call cost | Call Cost | Costs charged for the call. |
| Reached / Total | Reached/All Dispositions | Ratio value as per the following formula: number of Reached records / number of All dispositions, during a given period. |
| Total logged in | Total Login Time | Time spent between login and logout during a given period. |
| Login time without break | Total Login Time Excluding Breaks | Time spent between login and logout during a given period, not including time spent on breaks. |
| Unavailable | Unavailable Status | Total time spent in Unavailable status. (I.e. after logging in and before selecting a project.) |
| Available | Available Status | Total time spent in Available status (I.e. after logging in to a project and before starting to work on a record.) |
| Waiting for call | Waiting For Call Status | Total time spent in Waiting for Call status. (I.e. idle time until the agent is connected to a call.) |
| Waiting for Callback | Waiting For Callback Status | Total time spent in Waiting for Callback status. (I.e. idle time until the agent is connected to one of their callbacks.) |
| Prework | Prework Status | Total time spent in Prework status (I.e. after opening a record and before initiating the call). Available in Manual mode only. |
| Ringing | Ringing Status | Total time spent in Ringing status. (I.e. after initiating a call and before the customer answering the call.) Available only in Manual mode. |
| Call | Call Status | Total time spent in Call status. (I.e. the agent and the customer are connected and the conversation is in progress.) |
| Hold | Hold Status | Total time spent while on Hold. (I.e. the call is not terminated, yet a conversation is not possible until the call is removed from Hold to Call status. This can happen multiple times during one conversation.) |
| Attended transfer | Attended Transfer Status | Total time spent in Attended transfer status. (I.e. the customer is waiting to be transferred to another agent, who is notified of the impending transfer.) |
| Afterwork | After Call Work | Total time spent while in After call work status. (I.e. after ending the call and before the agent defines a disposition.) |
| Email Status | Total time the agent spent in Email status. (I.e. reading and replying emails or tickets.) | |
| Break | Break | Total time the agent spent in Break status. It is an important efficiency measure, which should be verified per agent as per the following formula: Break (duration) / Total login time (duration). It is recommended to keep the resulting value below 0,18. |
| Break (count) | Break (Count) | Total number of Break status occurrences by all agents. |
| Custom waiting for call | Custom Waiting For Call Status | Total time spent in Custom Waiting for Call status. (I.e. technical status until Custom Call Status.) |
| Custom ringing | Custom Ringing Status | Total time spent in Custom ringing status. (I.e. after initiating a custom call and before the customer answers that call.) Available in Manual mode only. |
| Custom hold | Custom Hold Status | Total time spent in Custom hold status. (I.e. the call is not terminated, yet a conversation is not possible until the custom call is removed from Hold to Call status.) |
| Custom call | Custom Call Status | Total time spent in Custom call status. (I.e. a call the agent and the customer agreed on previously, and the conversation is in progress.) |
| Transfer to agent | Transfer To Agent Status | Total time spent in Transfer to Agent status (I.e. the call is being transferred to another agent + the transferred call is in progress). |
| Sum work time | Handling Time | The time the agent spent working on the record. (Includes Prework, Ringing, Talk time, After call work. If no agent was connected, the value is zero.) |
| Efficiency | Efficient Time | Efficiency within a given period. It is a ratio value shown as minutes / hour as per the following formula: total time spent in Call status / Total Login Time. This parameter does not include breaks, so ‘time spent in Call status’ / ‘Login time including breaks’ results a higher number. This is an important efficiency measure. For Manual dialing mode, it should be approx. 20 mins, for Predictive dialing mode it should be approx. 30-45. |
| Efficiency (%) | Efficiency (%) | Daily efficiency presented as percentage. It is calculated as Efficient time / hour. For example, an efficiency time of 00:36:00 means 36/60, which would be 60%. |
| AVG available | Avg. Available | The average length of Available status. It is based on ‘total time spent in Available status’ / the amount of occurrences of ‘Available status’. |
| AVG prework | Avg. Prework | The average length of Prework status. It is based on ‘total time spent in Prework status’ / the amount of occurrences of ‘Prework status’. |
| AVG ringing | Avg. Ringing Time | The average length of Ringing status. It is based on ‘total time spent in Ringing status’ / the amount of occurrences of ‘Ringing status’. |
| AVG call | Avg. Call Time | The average length of Call status. It is based on ‘total time spent in call status’ / the amount of occurrences of ‘Call status’. |
| AVG afterwork | Avg. After Call Work | The average length of After Call Work status. It is based on ‘total time spent in After Call Work status’ / the amount of occurrences of ‘After Call Work status’. |
| AVG handling time | Avg. Handle Time | The average length of handling calls. Handle Time includes Prework, Ringing status, Talk time, After call work. If no agent was connected, the value is zero. |
| Outbound calls | Outbound Calls | Total number of outbound calls. |
| Duration of inbound calls | Duration Of Outbound Calls | Total time spent in an outbound Call status. (I.e. the agent initiated the call, the connection to the customer is established and the conversation is in progress.) |
| Chats | Chat Sessions | Total number of chat sessions. |
| Emails | Emails | Total number of sent emails messages. |
Tip: Add or remove additional information columns by using the
button.
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