Global Call Statistics
Get an overview of call statistics for all projects.
To View Call Statistics
- From the productname.label menu, select statistic.menu.label > user_stat.win.title.
- Set the time period you need the statistics for.
- Optional: press for more filtering options.
- Press ii_find.button.label.
Note: Multiple calls involving the same record are counted individually.
Global Call Statistics Overview
|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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