Click on a topic in the list to be taken to that section of the article:

General KPI Calculation and Filtering Rules

Analytics+: Detailed KPI Calculation Rules

Analytics+: Calls Overview

Analytics+: Filter Rules

Monitoring: Detailed KPI Calculation and Filtering Rules

Monitoring: Global KPIs Breakdown

Monitoring: Number KPIs Breakdown

Monitoring: User KPIs Breakdown

Monitoring: Last Week's Availability Overview

Monitoring: Filters

📌 General KPI Calculation and Filtering Rules

Data Refreshing Rate

This section applies to both the Analytics+ and Monitoring dashboards. Please note that these dashboards are NOT in real-time. The data used in these sections are updated once every hour and includes all call and user data from the previous hour.

For example, at 13:10 (1:10 p.m.), the data update will begin and last around five minutes, which means that at 13:15 (1:15 p.m.) any new data between 12:00 and 13:00 will be available in both dashboards.

⚠️ Please note that the supporting service used to build these dashboards has a caching policy of one hour. Please remember that if you have filters applied and that database performs the hourly update, you will need to refresh the filters to refresh the data.

📊 Analytics +

Detailed KPI Calculation Rules

🔎 In each of these sections, you will be able to drill down on detailed information.

Inbound Calls

The total number of inbound calls received, answered, or missed.

Outbound Calls

The total number of outbound calls made.

Total Calls

The total sum of inbound and outbound calls. You can drill down to see all calls.

Missed Inbound

The percentage of inbound calls which were not answered by any agent. You can drill down in two different ways:

  • Showing all xx% which will show all inbounds

  • Showing all missed calls which will show only missed inbound calls.

Inbound in SLA

This is the percentage of answered inbound calls which were answered by an agent within the SLA established by the filter Inbound SLA (in seconds).

The time to answer is calculated by measuring how many seconds pass between the moment the call is first dispatched to an agent and the moment the call is answered. Therefore, the SLA does not take into account the time a caller spent in an IVR or welcome message.


Call Evolution

The line chart displays inbound, outbound, and missed calls, using the granularity chosen with the Date Breakdown filter.

You can drill down to see the details of calls for any category on any date/month/hour.

Most Used Tags

This graph displays the 10 most used tags in your calls. Calls with no tags are also represented in this graph. A call with multiple tags will be counted multiple times and the drill-down allows you to hone in on the call details per tag.


Calls Overview

🔎 Charts detailing top missed reasons, called back, and most active users

Missed Reasons

This graph shows the reasons why inbound calls were missed. Missed reasons include:

  • No_available_user

  • Short_abandoned: calls where the caller hung within 10 seconds

  • Agents_did_not_answer: the call rang on at least one agent’s phone but was unanswered

  • Abandoned_in_IVR

  • Out_of_opening_hours

  • Abandoned in Classic

For every missed call reason, there is also another breakdown between called back or not called back. A missed inbound is considered as called back if the caller managed to speak to an agent within 24 hours of the missed call. If a single caller calls multiple times and one call is later called back, then each call will count as being called back.

You can drill down and see the different calls by missed reason, called back or not, as well as see the totals per line.

Call Type - Week Day

This shows the call distribution per day of the week (from Monday to Sunday) and an additional split between inbound, outbound, and missed calls. The missed calls appear in both missed calls and inbound calls.

The drill-down allows you to see call details for any selected category on the chart.

Users with most ringing attempts missed

This graph shows the top ten users missing calls. A call is considered as being missed by an agent if it rings to their phone and they do not answer. This means that it will count as a missed call event if another agent answered the call.

⚠️ No drill-down is available on this graph.

Missed VS Answered - Hour of Day

This graph is the distribution of Inbound calls per hour of the day and is divided between answered and missed calls.

Top Users Answering Calls

This graph shows the top ten users with the highest amount of answered calls.

⚠️ No drill-down is available on this graph.

Top Users Making Calls

This graph shows the top ten users making outbound calls.

⚠️ No drill-down is available on this graph.


Filter Rules

Date

This filter allows you to select custom periods of time for which you would like to see data.

Note: The default value is the last 7 days.

Date Breakdown

This filter is used for the breakdown of the call evolution chart, which allows you to aggregate the data by hour, day, or month.

Note: The default value is Daily.

SLA (in seconds)

This filter sets the value of the SLA in seconds for inbound calls and is to be used to measure the amount of calls answered within SLA.

Note: The default value is 30 seconds.

Business Hours

This filter allows you to filter on all calls by hour of creation, and is not linked to the opening hours of a line.

Let’s take a look at an example:

In the figure above, it will show all the call data between 9:00 and 19:00, since it will take every hour where the hour of creation is between 9 and 18, meaning from 9:00 to 18:59.

If we want to see the data for the whole day, this filter needs to be set between 0 and 23, so that it selects all hours of the day.

Note: The default values are 9 am to 7 pm, UTC.

Users

This filter allows you to hone in on individual users in most graphs. Filtering by user will automatically remove all missed calls from the affected graphs as missed calls have no associated users.

Note: By default, all users are shown.

Teams

This filter lets you apply a filter by teams. Filtering by teams will remove all missed inbound calls as teams are unable to take calls. It will also remove all outbound calls since outbound calls are not linked to teams but to individual agents.

Note: By default, all teams are shown.

Lines

This filter allows you to filter by phone number line. The phone number line associated with a call will be the last line used in the call.

Note: By default, all lines are displayed.

Tags

This filter allows you to filter by tags. By default, all tags (and calls with no tags) are shown.

Missed Reasons

This filter allows you to filter by missed call reasons. If this filter is applied, all outbound calls and answered inbound calls will be removed as well. By default, no value is entered for this filter.

Timezone

This is the time zone in which all data is displayed. By default, the value is in UTC.

The time zone must be changed to the user time zone, especially if the business hours filter has been applied. If a user sets business hours in his local time zone but does not update the time zone filter, the result will not match what is expected.


📈 Monitoring

Detailed KPI Calculation and Filtering Rules

Global Call KPIs Breakdown

This chart shows us global aggregated metrics divided by the time granularity chosen in the filters. Each metric described below is aggregated by the time period shown in the date & hour column.

Date & Hour

This filter is for the time period for which data is aggregated. The timestamp shown is the beginning of the aggregation period.

Total Inbound Calls

The number of inbound calls received during the time period, answered or unanswered.

Total Outbound Calls

The number of outbound calls made by agents during the selected time period.

Answered Inbound

The number of inbound calls answered by agents.

% Answered Inbounds

The ratio of answered inbound calls out of all received inbound calls.

% Answered within SLA

The ratio of inbound answered calls within the SLA out of the total inbound calls as defined in the filter section.

Missed Inbound

The number of inbound calls which were not answered by any agent.

% Missed Inbounds Not Called Back

The ratio of missed calls that were not called back by any agent within 24 hours out of the total missed calls. The calculation for missed calls called back or not is the same as the Analytics+ dashboard.

Average Inbound Duration

The average in-call duration for inbound calls. Please note that In-call duration doesn’t take into account IVRs, welcome messages, and waiting time.

Average Outbound Duration

The average in-call duration for outbound calls. This calculates the entire duration of the call from the moment it is dialed to the hang up.

Avg Wait Time

The average time a caller waits to have their call either answered or the average time before the caller abandoned (hung up) their call prior to being answered. This takes into account both the IVR and welcome message.


Number KPIs Breakdown

In this table, all metrics shown are aggregated by phone number lines.

A call that passes through several numbers (for example when going through an IVR number) will be linked to the last number the call made it to, and will not be shown the first steps of the call journey.

Number

The name of the phone number line.

Calls Total (Inbound call)

The number of inbound calls.

Calls Total (Outbound call)

The number of outbound calls made.

Answered Inbound

The number of inbound calls answered on the phone number line.

% Answered Inbound

The ratio of answered inbound calls out of all inbound calls.

% Answered within SLA

The ratio of answered inbound calls which were answered within the set SLA.

Missed Inbound

The amount of unanswered inbound calls.

Missed Inbound Not Called Back

The amount of unanswered inbound calls not called back by an agent.

% Missed Inbound Not Called Back

The ratio of missed calls not called back out of all missed inbound calls.

Average Inbound Duration

The average in-call duration for inbound calls, not taking into account both the IVR and welcome message.

Average Outbound Duration

The average in-call duration for outbound calls. This takes into account the ringing time as the agent is already in the call.

Calls Average Wait Answered

The average waiting time for answered inbound calls. This takes into account the time spent in the IVR, welcome message, and the ringing time.

Average Inbound Abandon

The average waiting time for unanswered inbound calls. This also takes into account the IVR, welcome message, and ringing time.

Average Wait Time

The average waiting time for all inbound calls.

Calls Average Time In IVR

The average time spent in the IVR to reach the mother phone number.


User KPIs Breakdown

This graph shows an aggregation of metrics on an agent level.


User

The first and last name of the agent the data is being aggregated for.

Ringing attempt

Number of times the user was part of a ringing queue

Outbound connected calls

Times the user started an outbound call and it was connected / answered by the target number.

Ringing attempts answered

Number of times the user was part of a ringing queue and answered the call

% Answered within SLA

The percentage of calls answered by the agent within the SLA out of the total answered inbound calls.

Ringing attempts missed

Number of times the user was part of a ringing queue and was not the one who answered the call (if any).

Any missed calls called back by agent

Number of calls that were called back by the user. The user that calls back does not necessarily need to be the user that missed the call. For a call to be classified as called back it has to be preceded by a missed call within the last 24 hours from the same number

Declined inbounds by user

The amount of inbound calls that were missed by the agent because they declined the call.

Transfers by user

The amount of inbound calls that the agent answered and then transferred either to another agent or to an external number.

Missed inbound

The amount of inbound calls that rang to the agent's phone that the agent did not answer. This includes calls that rang on the agent’s phone but were answered by another agent (when simultaneous ringing is set in the call distribution).

Missed Inbounds Called Back

The total amount of missed calls called back by the agent. The definition of a missed call can be found as mentioned in the Analytics+ dashboard.

Average time on all calls

The average time an agent spends on calls, including both inbound and outbound calls. The talk time metrics only include the time the agent is actually in the call.

Average time on inbound calls

Calculates the average time an agent spends on inbound calls.

Avg Pickup Time

The average time it takes the agent to answer an inbound call. The pickup time for a call is the time from the moment the call starts ringing on the agent's phone and the moment they answer the call.

Average time on outbound calls

The average talk time of an agent's outbound calls.

Total time on available status (desktop)

The total time an agent spent with their status set as available. This does not take into account mobile availability - only desktop.

Total time on available status (mobile)

The total time an agent spent with their status set as available. This does not take into account desktop availability - only mobile.

Total time In-Call status

The total time an agent spent with their status set as “in-call”. This is the total call time of the user and includes any calls on the mobile app.

Total time on Do Not Disturb status

The total time an agent spent with their status set as do-not-disturb.

Total time on After Call Work status

The total time an agent spent with their status set to after-call work. This includes the wrap-up time after a call and the time spent in mandatory tagging.

Total time on On Hold status

The total time an agent spent with their status set to On Hold.

Total time on In Training status

The total time an agent spent with their status set to In Training.

Total time On a Break status

The total time an agent spent with their status set to On a Break.

Total time on Out for Lunch status

The total time an agent spent with their status set to Out for Lunch.

Total time on Back Office status

The total time an agent spent with their status set to Back Office.

Total time on Other status

The total time an agent spent with their status set to Other.

⚠️ Please note that some data on the user-level could be missing in the event that the agent uses the mobile application.

If an agent uses the mobile app to receive inbound calls, there might be incomplete data for the total number of inbounds received, the number of missed calls and the number of calls declined.

There are no data calculation inconsistencies when making outbound calls on the mobile applications.


Last Week’s Availability Overview

This chart shows for the previous week the following metrics per agent and per day, please note that the time filter cannot be modified on this chart:

  • The first time in the day when the agent was available.

  • The last time during the day when the agent was available.

  • The total time during the day the agent was available.

These data metrics are based on the availability status of an agent and only take into account the status available (when the agent is able to receive calls).


Filters

The six filters available on this dashboard are all also available on the Analytics+ dashboard. Please refer back to the Analytics+ Filters section for a summary.


Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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