| Metric Name | Definition | Formula |
| Abandoned Call Count | The total number of calls that were abandoned by the caller before being answered by an agent. | - |
| Abandonment rate | The percentage of calls that were abandoned out of the total number of incoming calls. | (Abandoned Call Count / Total number of incoming calls )×100 |
| Abandonment reason | The
reason a call was abandoned. reasons are: - Agent didn't pick up, - Timedout - No online agents - Fetching from URL failed - Undetermined - Caller hangup |
- |
| ACW end reason | The
reason for ending the ACW state. reasons are: - Timeout - Agent |
- |
| ACW time | The duration the agent spent in the ACW state | Time agent exit ACW - Time agent entered ACW |
| Agent away time | The total duration spent by an agent in an away state at a specific period of time. | |
| Agent call time | The total time the agent was busy with a call | |
| Agent email | The email address of the agent who handled the call. | - |
| Agent ID | A unique identifier assigned to an agent. | - |
| Agent name | The name of the agent who handled the call. | - |
| Agents cost | Estimated cost of agent seats | |
| Answer rate | The percentage of calls that were answered by agents out of the total number of incoming calls. | (Number of calls answered/ Total number of incoming calls)×100 |
| Answered at | The timestamp when the call was answered by the agent or the contact. (when the call go to in-progress state) | - |
| Arabic Summaries | Summaries of the call content provided in Arabic. | - |
| Average ACW time | The average time spent in ACW stat for inbound calls | ACW Time / Total Handled Calls |
| Average ACW time | The average time spent in ACW state for outbound calls | ACW Time / Total Answered Calls |
| Average call duration | The average length of time that calls last, from answering to call termination. | Total Call Duration / Total Handled Calls |
| Average call duration | The average length of time that calls last, from answering to call termination. | Total Call Duration / Total Answered Calls |
| Average handling time | The average length of time that calls last, from answering to call termination. | Σ ( Call Duration + ACW time) / Total Handled Calls |
| Average hold time | The average duration that callers spend on hold during a call. | Total hold time / Total Handled Calls with hold time |
| Average hold time | The average duration that callers spend on hold during a call. | Total hold time / Total Answered Calls with hold time |
| Average queue time | The average time that callers spend waiting in the queue before being connected to an agent. | Total Queue Time / Total Inbound Calls |
| Average ringing time | The average time a inbound calls ringing before being answered. | Total Ringing Time for Inbound Calls
/ Total Number of Inbound Calls have ringing time |
| Average ringing time | The average time a outbound calls ringing before being answered. | Total Ringing Time for outbound Calls
/ Total Number of outbound Calls have ringing time |
| Average Speed of Answer | The average of time a customer spend till reach to an agnet | Σ Total wait time for customer to reach to an agent (Excluding time in IVR) / Total Handled Calls |
| Average time between calls | The average time between calls for the agent during the time they are online and not away on the dialer | |
| Average waiting time | The average time that callers spend waiting. | Total Waiting Time / Total Inbound Calls which have waiting time |
| Call count | The total number of calls regardless their state. | - |
| Call direction | Indicates whether the call is inbound or outbound. | - |
| Call duration (Inbound Calls) | The total time of the call from when it was answered to when it ended. | (Time when the call is ended - Time when the call is answered) + Waiting Time |
| Call duration (Outbound Calls) | The total time of the call from when it was answered to when it ended. | Time when the call is ended - Time when the call is answered |
| Call duration including ringing time (Outbound Calls) | The total time from when the call started ringing to when it ended for outbound calls | Call duration + Ringing time |
| Call ID | A unique identifier assigned to each call. | - |
| Call Pickup Rate | The percentage of calls that were picked up by agents out of the total number of incoming calls. | Total compeleted calls / Total outbound Calls (completeed , busy or no answer) |
| Call state | The current status of the call, such as ringing, in progress, or completed. | - |
| Callee | The person receiving the call. | - |
| Callee contact name | The name of the contact who received the call. | - |
| Callee country | The country of the person receiving the call. | - |
| Caller | The person making the call. | - |
| Caller contact name | The name of the contact who made the call. | - |
| Caller country | The country of the person making the call. | - |
| Calls consumption | The total number of minutes consumed, rounded to the nearest minute. | |
| Campaign Calls count | Total Number of Campagin Calls | - |
| Claimed conversation count | The number of conversations that agents have claimed or picked up to handle. | - |
| Closed conversation count | The number of conversations that have been resolved and closed. | - |
| Date range | The specified time period for which the call data is being reported. | - |
| DIDs cost | Estimated cost of agent seats | |
| Dropped count | Total number of dropped calls | |
| Dropped rate | The percentage of calls that were dropped by the customer before being assigned to an agent. | (Total Dropped Calls / Total Incoming Calls) * 100 % |
| End time | The timestamp when the call ended. | - |
| English Summaries | Summaries of the call content provided in English. | - |
| First Call State | The initial status of the call when it was first placed. it can help you in knowing if an incoming or campaign call was serviced by the first agent. | - |
| First dialer login | Timestamp of the first dialer login for an agent during a specific period of time | |
| Group name | The name of the group or team to which the agent belongs. | - |
| Handling rate | The percentage of calls that were successfully handled by agents out of the total number of incoming calls. | (Total handled Calls /Total Incoming Calls) * 100 % |
| Inbound call count | Total number of inbound calls | |
| Inbound calls cost | Estimated cost of incoming calls | |
| Inbound count | The total number of inbound calls received. | - |
| Internal count | Total number of internal calls | |
| IVR Inputs | IVR inputs related to the call. | - |
| IVR Inputs count | The number of IVR inputs logged during the calls. | - |
| Last Called On | The last date and time the number was called. | - |
| Last dialer logout | Timestamp of the last dialer login for an agent during a specific period of time. | |
| Last whatsapp message time | Timestamp of the last whatsapp message sent by the agent in a specific period of time. | |
| Longest ACW time | The maximum time spent in After Call Work for a single call. | - |
| Longest call duration | The maximum duration of a call handeled by agent | - |
| Longest handling time | The maximum time spent by an agent handling a single call, including talk time and ACW time. | - |
| Longest hold time | The longest duration that a caller was placed on hold during a call. | - |
| Longest waiting time | The length of time a caller has to wait before speaking with an agent. | The longest time a customer was on hold before being connected to an agent |
| Messages cost | Estimated cost of messages | |
| Offline time | Total time the agent spent offline during a specific period of time. | |
| Online time | Total time the agent spent online during a specific period of time. | |
| Out of hours count | The number of calls received outside of business hours. | - |
| Out of hours rate | The percentage of calls received outside of business hours out of the total number of incoming calls. | Total out of hours / Total Incoming Calls |
| Outbound calls cost | Estimated cost of incoming calls | |
| Outbound count | The total number of outbound calls made by agents regardless their states | - |
| Received conversation count | The total number of conversations received by agents. | - |
| Recording link | A link to the recorded audio of the call. | - |
| Report Start Date | The report start date in the selected date range for each report | - |
| Sent conversation count | The total number of conversations sent or initiated by agents. | - |
| Sentiment | The overall sentiment of the call,determined by analyzing the conversation for positive, neutral, or negative tones. | - |
| Service level | A measure of the percentage of calls answered within a specified time frame, reflecting the efficiency of the call handling process. | (Number of calls answered within the account’s service level wait time/ Total Answered Calls)*100% |
| Shortest ACW time | The minimum time spent by an agent in After Call Work for a single call. | - |
| Shortest call duration | Minimum call duration that handled by an agent. | - |
| Shortest handling time | The minimum time spent by an agent handling a single call, including talk time and ACW time. | - |
| Shortest hold time | The shortest duration that a caller was placed on hold during a call. | - |
| Shortest waiting time | The shortest time a caller spent waiting, including queue and hold times. | - |
| Start time | The timestamp when the call was intitiated. | - |
| Tags | Manual and auto tags associated with the call for categorization. | - |
| Time spent in away | Total time the agent spent in a specific away state during a specific period of time with the ability to filter on away reasons | |
| Time spent in state | Total time the agent spent in a specific state during a specific period of time. | |
| Time spent in state without away | Total
time the agent spent in a specific state during a specific period of time,
excluding the time spent in any away state. |
Time Spent in State − Time Spent in Away |
| Total ACW time | The cumulative time spent in ACW state for all calls. | Σ Time agent exit ACW - Time agent entered ACW |
| Total Call Count | Total Number of Calls Regardless their states | |
| Total call duration | The cumulative duration of all calls handled within the specified period. | Σ (Time when the call is ended - Time when the call is answered ) |
| Total Handling Time | The time the agent spent talking on the call (from the moment the call reached and answered by agent until the call ends) including tehe ACW. | (Call End Time − Call Start Time) +ACW Time |
| Total Hold Time | The cumulative time that the customer is put on hold during the call | Σ Time end the hold - time started the hold |
| Total queue time | The cumulative time callers spent in the IVR | Duration - Waiting time - Handling time |
| Total ringing time | The cumulative time from the moment the call is assigned to the agent until the agent answers | Time call answered by agent - time call assigned to agent |
| Total ringing time | The duration the agent waited to get a response for a call | Time call answered by customer - time starting ringing |
| Total Waiting Time | The cumulative time a customer wait in the queue before it get served by an agent | Time exit the queue - time entering the queue |
| Transferred at | The timestamp when the call was transferred to another agent or department. | - |
| Unique inbound count | The number of inbound calls received from unique numbers | - |
| Unique outbound count | The number of outbound calls received from unique numbers | - |
| Voicemail link | A link to the voicemail message left by the caller, if any. | - |