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 state 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 an inbound call rings before being answered. | Total Ringing Time for Inbound Calls / Total Number of Inbound Calls have ringing time |
Average ringing time | The average time an outbound call rings before being answered. | Total Ringing Time for outbound Calls / Total Number of outbound Calls have ringing time |
Average speed of answer | The average time a customer spends before reaching an agent. | 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 an agent while they are online and not marked as 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 of 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 completed calls / Total outbound Calls (completed, busy, or no answer) |
Call state | The current status of the call, such as ringing, in progress, or completed. | - |
Call transcript | A call transcript is an automatically generated text record of the conversation that took place during a call between your agent and the customer. | - |
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 campaign 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 dropped by the customer before being assigned to an agent. | (Total Dropped Calls / Total Incoming Calls) * 100 % |
End time | The timestamp of 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. This helps determine whether an incoming or campaign call was serviced by the first agent. | - |
First dialer login | The timestamp of an agent's first dialer login during a specific period. | - |
Group name | The name of the group or team to which the agent belongs. | - |
Handling rate | The percentage of incoming calls 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 | Total number of internal calls. | - |
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 handled 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 is 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 initiated. | - |
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 the 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 gets 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. | - |