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.
Note: Read more about the available statistics in the Logs, Monitoring and Statistics section.
Tip: Add or remove additional information columns by using the button.
Table of Contents
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.|
There's always more to learn. Discover similar features by visiting related articles:
Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.
There are no comments yet.