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 productname.label menu, select statistic.menu.label > statistic2.menu.label.
- Set the time period you need the statistics for.
- Optional: press for more filtering options.
- Press ii_find.button.label.
Global Inbound Statistics Overview
|Dimension||Dimension||Default order: Project, Queue, Date. The order can be changed in the expendable filter menu.|
|SLA||SLA||Service Level Agreement (SLA) is the percentage of calls answered by an agent within the service time set in a project. Default: 30 sec. It is based on the following formula: (“Handled Within SLA” + “Disconnected in queue within SLA”) / “Calls in queue”|
|SLA Global (WIP)||SLA Global||Service Level Agreement (SLA) as per the following formula: “Handled Within SLA” / (“Calls in queue” – “Early disconnected”).|
|Repeated Calls||Repeated Calls||Number of inbound calls generated from the same customer phone number over a day.|
|First Call Resolution||First Call Resolution||The query has been resolved during the first call.|
|False First Call Resolution||False First Call Resolution||Number of cases that received a Finished disposition, yet for the same phone number a Finished disposition has been already assigned on a given day.|
|Anonymous Calls||Anonymous Calls||Total number of calls where the caller ID was hidden.|
|Early (WIP)||Early Disconnected||Number of calls in the queue disconnected within 5 seconds.|
|Total calls||Total Calls||Number of all inbound calls.|
|Repeated call count||Repeated Calls||Number of inbound calls generated from the same customer phone number during one day.|
|In queue||Calls In Queue||Number of calls that reached a queue.|
|Picked up in time (SLA)||Handled Within SLA||Number of calls answered by an agent within the predefined SLA timeframe.|
|Picked up in time (%)||Handled Within SLA (%)||Percentage value, calculated as: “Handled Within SLA” / “Calls in Queue”|
|Picked up after limit (SLA)||Picked Up After SLA||Number of calls answered by an agent after the predefined SLA timeframe.|
|Picked up after time %||Picked Up After SLA (%)||Percentage value, calculated as: “Picked Up After SLA” / “Calls in Queue”|
|Disconnected in the IVR||Disconnected in the IVR||Number of calls disconnected in the IVR.|
|Disconnected in the IVR (%)||Disconnected in the IVR (%)||Percentage value, calculated as: “Calls disconnected in the IVR.” / “Total Calls”|
|Disconnected in queue within SLA||Disconnected in Queue Within SLA||Number of calls disconnected while in a queue, within the predefined SLA timeframe.|
|Disconnected in queue (%)||Disconnected in Queue Within SLA (%)||Percentage value, calculated as: “Disconnected in Queue Within SLA” / “Calls in Queue”|
|Disconnected after queue SLA||Disconnected in Queue After SLA||Number of disconnected calls in queue that exceeded the SLA timeframe.|
|Disconnected after queue SLA (%)||Disconnected in Queue After SLA (%)||Percentage value, calculated as: “Disconnected in Queue After SLA” / “Calls in Queue”|
|Time in the IVR||Time in the IVR||Time spent in the Interactive Voice Response (IVR – a call is handled by an automated service, before a client is connected to an agent or disconnected).|
|Average time in the IVR||Average Time in the IVR||Average time spent in the Interactive Voice Response (IVR – a call is handled by an automated service, before a client is connected to an agent or disconnected).|
|Time in queue||Queue Time||The time the client spent in the queue.|
|Average time in queue||Average Queue Time||The average time the client spent in the queue.|
|Hanged up calls average waiting time in queue||Hanged Up Calls: Average Queue Time||The average time the client spent in the queue before hanging up the call.|
|Talk time||Talk Time||Length of the conversation. Call on hold is not included.|
|Average talktime||Average Talk Time||The average time the agent and the client spent talking during a call.|
|Hanged up calls average waiting time in total (IVR and queue)||Hanged Up Calls: Average Waiting Time in Total||The average hung-up call waiting time in total (the sum of “Times in the IVR” plus “Queue Time”).|
|AVG afterwork by queue||AVG Afterwork Time||The average time spent in Afterwork status.|
|Project ID||Project ID||Project identifier number. It is generated when a project is created.|
Tip: Add or remove additional information columns by using the button.
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