Project-Specific Inbound Statistics
The project-specific inbound statistics includes all incoming call data handled for a specific project.
To View Project-specific Inbound Statistics
- Select a project from the project list, then select Logs and statistics > Inbound Statistics.
- Set the time interval you need the statistics for.
- Optional: press
for more filtering options. - Press Search.
for more filtering options.Project-Specific Inbound Statistics Overview
| Name | Description |
|---|---|
| Dimension | Phone number, Queue, Date |
| 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 | Service Level Agreement (SLA) as per the following formula: “Handled Within SLA” / (“Calls in queue” – “Early disconnected”). |
| Early Disconnected | Number of calls in the queue disconnected within 5 seconds. |
| Total Calls | Number of all inbound calls. |
| 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 with hidden caller ID. |
| Calls in Queue | Number of calls that reached a queue. |
| Handled Within SLA | Number of calls answered by an agent within the predefined SLA timeframe. |
| Handled Within SLA (%) | Percentage value, calculated as: “Handled Within SLA” / “Calls in Queue” |
| Picked Up After SLA | Number of calls answered by an agent after the predefined SLA timeframe. |
| Picked Up After SLA (%) | Percentage value, calculated as: “Picked Up After SLA” / “Calls in Queue” |
| Disconnected in the IVR | Number of calls disconnected in the IVR. |
| Disconnected in the IVR (%) | Percentage value, calculated as: “Calls disconnected in the IVR.” / “Total Calls” |
| Disconnected in Queue within SLA | Number of calls disconnected while in a queue, within the predefined SLA timeframe. |
| Disconnected in Queue within SLA (%) | Percentage value, calculated as: “Disconnected in Queue Within SLA” / “Calls in Queue” |
| Disconnected in Queue after SLA | Number of disconnected calls in a queue that exceeded the SLA timeframe. |
| Disconnected in Queue after SLA (%) | Percentage value, calculated as: “Disconnected in Queue After SLA” / “Calls in Queue” |
| 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 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). |
| Queue Time | The time the client spent in the queue. |
| Average Queue Time | The average time the client spent in the queue. |
| Hanged Up Calls: Average Queue Time | The average time the client spent in the queue before hanging up the call. |
| Talk Time | Length of the conversation. Call on hold is not included. |
| Average Talk Time | The average time the agent and the client spent talking during a call. |
| Project ID | Project identifier number. It is generated when a project is created. |
Tip: Add or remove additional information columns by using the
button.Note Fields Repeated Calls, First Call Resolution, False First Call Resolution, and Anonymous Calls only appear when Show extra statistics columns is selected in the filter
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