Skip to content
English
  • There are no suggestions because the search field is empty.

Dashboard Call Metrics

Learn how to understand and use the call metrics available on the Maqsam dashboard to analyze inbound and outbound call activity.

🔍 Overview of Dashboard Call Metrics

Welcome to Maqsam’s portal. The dashboard provides an analytical overview of your account activity through charts and widgets that help you monitor call performance and traffic.

You can navigate the dashboard to track inbound and outbound calls, agent activity, and overall call trends.

Watch a short video tutorial to get an overview of the dashboard and learn how to navigate its features.

🔎 Filters

At the top of the dashboard, you will find filters that allow you to customize the displayed data. You can filter by:

  • Time period

  • Agents

  • Groups

  • Numbers

📊 Visuals and Graphs

Below the filters, two main graphs provide a high-level overview of call traffic:

  • Calls Timeline: Displays overall call traffic over a selected period of time.

  • Calls Distribution: Shows the total number of inbound versus outbound calls over a selected period.

These visuals are color-coded as follows:

  • 🔵 Blue: Inbound calls

  • 🟠 Orange: Outbound calls

📥 Inbound Call Metrics (🔵 Blue Cards)

Below the graphs, blue cards display inbound call metrics. Each card represents a specific metric as outlined below.

  • Inbound Count: Total number of incoming calls.

  • Dropped Rate: Percentage of inbound calls received outside working hours.
    (Dropped calls count ÷ Total incoming calls count) × 100

  • Avg. Handle Time: Average handling time saved on the call, including the last completed call and ACW.

  • Avg. Wait Time: Average time customers waited before connecting to an agent.

  • Avg. Abandon Time: Average time customers waited before abandoning the call.

  • Within Service Level: Number of calls serviced within the SLA time set in account settings.

  • Service Level Rate: Percentage of calls serviced within the SLA time.
    (Within service level calls ÷ Queued calls count) × 100

  • Serviced Count: Number of calls successfully handled.

  • Queued Calls Count: Number of incoming calls that had waiting time.

  • Abandoned Count: Number of incoming calls marked as abandoned.

  • Abandonment Rate: Percentage of incoming calls marked as abandoned.
    (Abandoned calls count ÷ Total incoming calls count) × 100

  • Out of Hours Rate: Percentage of inbound calls received outside working hours.
    (Out-of-hours calls count ÷ Total incoming calls count) × 100

  • Handling Rate: Percentage of total incoming calls that were handled.
    (Calls with handling time ÷ Total incoming calls count) × 100

📤 Outbound Call Metrics (🟠 Orange Cards)

Orange cards display outbound call activity metrics.

  • Outbound Count: Total number of outgoing calls.

  • Avg. Duration: Average duration saved on the call.
    (Initial call for incoming or campaign, first external connection for outgoing)

  • Pickup Rate: Percentage of outbound calls that were picked up.
    (Completed outgoing calls ÷ Connected outgoing calls) × 100

🛡️ Who Can Access the Dashboard?

Access to the dashboard and its data depends on the user role and assigned permissions.

💡 If you do not see the dashboard, check with your admin.

✅ Where to Find the Dashboard?

Once you log in to your Maqsam account, you will land on the dashboard directly via the Maqsam portal, portal.maqsam.com. 

🧾 Explore Advanced Reporting

For deeper analysis, you can use the Maqsam Reporting Engine to create customized reports with more detailed insights into your data.