Global Inbound Statistics
The global inbound statistics menu shows reports for all inbound calls, including SLA (time allowed for answering calls), total number of calls, currently queuing calls, picked-up-in-time calls, etc.
The Filter Section
Filtering can be done by setting up various conditions for several parameters used in the Global Inbound statistics. These can be: Team, Project and Dimension. Selecting one or more specific entities for these then filters the results for your search, showing the data you exactly need.
The Project section has an additional feature: besides selecting a specific one from the list, you can choose a condition from a dropdown list that applies rules in a broader sense. These applicable rules are as follows:
- All – Selecting this shows all projects
- Active inbound – Selecting this shows all projects with an assigned inbound number, that are active projects
- Inactive inbound – Selecting this shows all projects with an assigned inbound number, that are inactive projects
- Active – Selecting this shows all active projects
- Inactive – Selecting this shows all inactive projects
- Deleted – Selecting this shows all deleted projects
To Check Global Inbound Statistics
- From the VCC Live menu, select Logs and Statistics > Global Inbound Statistics.
- Set the time period you need the statistics for.
- Optional: press
for more filtering options. - Press Search.
for more filtering options.Global Inbound Statistics Overview
| Name | Description |
|---|---|
| Dimension | Default order is Project, Queue, Date. This can be modified in the expandable filter menu. |
| SLA | Service Level Agreement (SLA) represents the percentage of calls answered by an agent within the set project time, usually 30 seconds. Calculated as: (“Handled Within SLA” + “Disconnected in Queue Within SLA”) / “Calls in Queue”. |
| Global SLA | SLA calculated as: “Handled Within SLA” / (“Calls in Queue” – “Early Disconnected”). |
| Repeated Calls | Number of inbound calls from the same customer phone number within a single day. |
| First Call Resolution | The issue is resolved on the first call. |
| False First Call Resolution | Instances where a Finished disposition is given, but another call from the same number also received a Finished disposition on the same day. |
| Anonymous Calls | Total number of calls where the caller ID was hidden. |
| Early Disconnected | Number of calls disconnected within 5 seconds of joining the queue. |
| Total Calls | Total number of inbound calls received. |
| Repeated Calls | Number of inbound calls from the same customer number in one day. |
| Calls in Queue | Number of calls that reached a queue. |
| Handled Within SLA | Number of calls answered within the predefined SLA timeframe. |
| Handled Within SLA (%) | Calculated percentage: “Handled Within SLA” / “Calls in Queue”. |
| Picked Up After SLA | Number of calls answered after the SLA timeframe. |
| Picked Up After SLA (%) | Calculated percentage: “Picked Up After SLA” / “Calls in Queue”. |
| Disconnected in IVR | Number of calls disconnected in the IVR system. |
| Disconnected in IVR (%) | Percentage: “Calls Disconnected in IVR” / “Total Calls”. |
| Disconnected in Queue Within SLA | Calls disconnected in queue within the SLA timeframe. |
| Disconnected in Queue Within SLA (%) | Calculated as: “Disconnected in Queue Within SLA” / “Calls in Queue”. |
| Disconnected in Queue After SLA | Calls disconnected after exceeding the SLA timeframe. |
| Disconnected in Queue After SLA (%) | Calculated as: “Disconnected in Queue After SLA” / “Calls in Queue”. |
| Time in IVR | Total time spent in the Interactive Voice Response (IVR) system before being connected to an agent or disconnected. |
| Average Time in IVR | Average time spent in IVR. |
| Queue Time | Time spent waiting in the queue. |
| Average Queue Time | Average time spent in queue. |
| Hanged Up Calls: Average Queue Time | Average time spent in the queue by clients who hung up. |
| Talk Time | Duration of the call excluding hold time. |
| Average Talk Time | Average conversation duration between agent and client. |
| Hanged Up Calls: Average Waiting Time in Total | Average waiting time for hung-up calls (IVR time + Queue time). |
| AVG Afterwork Time | Average time spent in Afterwork status. |
| Project ID | Unique identifier generated when a project is created. |
Tip: Add or remove additional information columns by using the
button.
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