Reporting Engine Metrics

📞 Call Center Metrics: Primary Keys & Definitions

This article explains the primary keys (main categories) in the reporting tool and the metrics available under each one. Use this guide to understand what each metric means and how to use it in your reports.

🔑 Primary Keys

Calls → Total count of all phone interactions (Inbound + Outbound) within the selected time range.
Inbound Calls → Number of customer-initiated calls received by the system.
Outbound Calls → Number of calls initiated by agents to external numbers.
Numbers → Unique phone numbers involved in calls (company lines or customer numbers) during the period.
Account → Customer or business entity profile aggregating all calls and conversations.
Agents → Individual call center representatives; KPIs track calls handled, talk time, and productivity per agent.
Groups → Teams or queues of agents; KPIs aggregate performance at the group level.
WhatsApp Conversations → Number of customer interactions via WhatsApp, measured by conversation threads.
Agent State Activity → Time distribution of agents across states (Available, On Call, After Call Work, Break, Offline).
Campaign Calls → Calls made through campaigns.

📊 Metrics & Definitions

Below, metrics are grouped under the relevant primary key. Each metric includes a definition and, where applicable, a formula.

🟢 Calls / Inbound Calls / Outbound

Metric	Definition	Formula
Call ID	Unique ID of the call. The same ID is shown on the Calls page.	–
Call Count	Total number of calls regardless of state.	–
Inbound Count	Total inbound calls from customers.	–
Outbound Count	Total outbound calls made by agents.	–
Campaign Calls Count	Total campaign calls.	–
Internal Count	Total internal calls.	–
Call Direction	Whether inbound or outbound.	–
Call State	Status of the call (ringing, in progress, completed).	–
First Call State	Initial state when the call entered into the system.	–
Start Time / End Time	Timestamps for call start/end.	–
Answered At	Timestamp when the call was answered.	–
Transferred At	Timestamp when the call was transferred.	–
Last Called On	Last time the number was dialed.	–
Call Duration (Inbound)	Time from answered → end (includes waiting time per source).	(End − Answer) + Waiting
Call Duration (Outbound)	Time from answered → end.	End − Answer
Call Duration incl. Ringing (Outbound)	Ring start → end.	Call Duration + Outbound Ringing Time
Waiting Time	Queue time before the agent answers.	Exit Queue − Enter Queue
Hold Time	The customer was placed on hold.	Σ(Hold End − Hold Start)
Queue Time	Time callers spent in IVR.	Duration − Waiting − Handling
Ringing Time (Inbound)	Assigned to agent → agent answers.	Answered − Assigned
Ringing Time (Outbound)	Ring start → customer answers.	Answered − Ring Start
Handling Time	Talk + ACW.	(End − Start) + ACW
ACW Time	After Call Work duration.	Exit ACW − Enter ACW
ACW End Reason	Reason ACW ended (timeout/agent).	–
Abandoned Call Count	Calls ended by the customer before answered.	–
Abandonment Rate	% abandoned inbound calls.	(Abandoned ÷ Inbound) × 100%
Abandonment Reason	Reasons why the call was abandoned.	Agent didn’t pick up, Timed out, No online agents, Fetching from URL failed, Undetermined, Caller hang up, Other party hang up
Dropped Count	Calls dropped before the assignment.	–
Dropped Rate	% dropped before the agent.	(Dropped ÷ Incoming) × 100%
Answer Rate	% answered inbound.	(Answered ÷ Inbound) × 100%
Call Pickup Rate (Outbound)	% outbound answered.	(Answered ÷ (Answered + Busy + No Answer)) × 100%
Handling Rate	% inbound handled.	(Handled ÷ Inbound) × 100%
Service Level	% answered within SLA threshold.	(Answered ≤ SLA Wait ÷ Answered) × 100%
Meets Service Level	Whether the call was answered within the service level threshold.	–
Has Time in Queue	Whether the call entered the queue.	–
Short Serviced	Serviced call with handling time under the threshold set for your account.	–
Out-of-Hours Count	Calls outside business hours.	–
Out-of-Hours Rate	% outside business hours.	(Out-of-Hours ÷ Inbound) × 100%
Time to Callback	Time from the missed call until it was called back.	–
Callback Reference ID	The Call ID of the callback call, if one exists.	–
Consumption (Minutes)	Billed minutes consumed.	–
Consumption (Dollars)	Billed cost.	–
Recording Link / Voicemail Link	Link to recording or voicemail.	–
IVR Inputs / IVR Input Count	DTMF inputs from the caller.	–
Tags	Labels assigned to calls.	–
Auto Tags	Tags added to the call automatically.	–
Call Notes	Notes added to the call.	–
Caller / Callee	Phone numbers of participants.	–
Caller / Callee Contact Name	Saved contact name of the caller or callee.	–
Caller/Callee Country	Geo origin/destination.	–
Agent Name / ID / Email	The agent on the call.	–
Group Name	The group that received the call.	–
Call Handled By	Whether the call was handled by an agent or by the AI Agent.	–
Hangup Direction	Who ended the call.	–
AI Handling Time	Time the AI Agent spent on the call.	–
AI Call Estimated Cost	Estimated AI cost of the call. It is an estimate, not your invoice.	–
Sentiment	AI analysis of tone (positive/neutral/negative).	–
Summaries (Arabic/English)	AI call summaries.	–
Call Transcription	Full transcript.	–

🟠 Numbers

Metric	Definition	Formula
Unique Inbound / Outbound	Distinct numbers calling or being called.	–
Answer Rate	% inbound answered.	(Answered ÷ Inbound) × 100%
Pickup Rate	% outbound answered.	(Answered ÷ (Answered + Busy + No Answer)) × 100%
Service Level	% inbound answered within SLA.	–
Out-of-Hours Calls	Calls outside business hours.	–
Dropped Calls	Total dropped.	–
Abandoned Calls	Total abandoned.	–
Handling/Hold/Queue/Waiting/Duration	Avg/Total/Min/Max distributions.	–
Average Ringing Time	Avg time before answer.	–
Consumption (Minutes/Dollars)	Usage costs.	–
Conversations (Received/Sent/Claimed/Closed)	WhatsApp conversations count.	–

🔵 Account

Includes all call metrics + cost & invoice breakdowns.

Metric	Definition	Formula
Call Counts	Inbound, Outbound, Internal, Campaign.	–
Unique Inbound/Outbound	Distinct numbers.	–
Handling/Hold/Queue/Waiting/ACW Times	Avg/Total/Min/Max.	–
Call Duration	Avg/Total/Min/Max.	–
Answer Rate / Pickup Rate	Standard definitions.	–
Service Level / Abandonment Rate / Handling Rate	Standard definitions.	–
Out-of-Hours Count/Rate	Calls outside hours.	–
Dropped Count	Dropped calls.	–
Average / Shortest / Longest Speed of Answer	Time to answer inbound calls.	–
Total Calls with Time in Queue	Inbound calls that entered the queue.	–
Average / Total Time in IVR	Time callers spent in the IVR.	–
Short Serviced Call Count	Serviced inbound calls with handling time under the threshold set for your account.	–
Short Serviced Rate	% of serviced inbound calls that were short serviced.	(Short Serviced ÷ Serviced) × 100%
FCR Calculated Count	Inbound calls whose FCR window has closed and have a final result.	–
FCR Rate	% of serviced inbound calls marked as First Call Resolution.	(Successful FCR ÷ FCR Calculated) × 100%
Callback Calculated Count	Abandoned, dropped and out-of-hours calls whose callback window has closed.	–
Callback Rate	% of those calls that were called back.	(Called back ÷ Callback Calculated) × 100%
Callback Answer Rate	% of callbacks the customer answered.	(Answered ÷ Called back) × 100%
AI Voice Calls	Calls the AI Voice Agent handled.	–
AI Voice Involvement Ratio	% of all calls the AI was involved in.	(AI Voice Calls ÷ All Calls) × 100%
AI Voice Containment Ratio	% of AI calls handled start to end by the AI, with no human involved.	(Contained ÷ AI Voice Calls) × 100%
AI Routed to Human Ratio	% of AI calls escalated to a human.	100% − Containment Ratio
Total / Average / Shortest AI Handling Time	Time the AI spent handling calls, tracked separately from human handling time.	–
AI Voice Cost	Estimated cost of AI voice calls. It is an estimate, not your invoice.	–
Costs	Inbound, Outbound, Numbers Cost, Agent Cost.	–
Invoice Quantities	Calls, Agents, Numbers invoiced.	–
Conversations	Received/Sent/Claimed/Closed.	–

⏱️ FCR & Callback Windows

First Call Resolution (FCR): A customer's first inbound call of the day starts a 7-day window. The call is Failed if the customer calls again inside the window, Successful if they don't, and Pending while the window is still open. FCR applies to inbound calls only.
Callback: Abandoned, dropped and out-of-hours calls start a 24-hour window. The call is Answered if it was called back and the customer picked up, Not answered if it was called back and the customer didn't pick up, Failed if nobody called back, and Pending while the window is still open. Any agent can make the callback.
Why do I see Pending or N/A? Pending means the window hasn't closed yet. N/A means the report period is shorter than the window: use weekly or longer reports for FCR, and daily or longer reports for Callback.
History: FCR and Callback start counting from the day they are switched on for your account. Past calls are not backfilled.

📝 Note: These are the default windows. Contact Maqsam Support if you need a different window. The dashboard Callback Rate card excludes out-of-hours calls, so it can differ from the report.

🟣 Agents

Metric	Definition	Formula
Agent Name / ID / Email	Identifiers.	–
Group Name	Agent’s team/queue.	–
First Dialer Login / Last Dialer Logout	Shift start/end.	–
Time Spent in State	Time in Available, Away, On Call, Break, ACW.	–
Time Spent in State (excl. Away)	Net productive time.	Time in State − Time in Away
Agent Call Time	Time spent on calls.	–
Agent Away Time	Time spent in Away.	–
Online / Offline Time	Logged in vs. logged out.	–
Average / Shortest / Longest Speed of Answer	Time to answer inbound calls.	–
Average Time Between Calls	Idle gap between calls.	–
Answer Rate / Pickup Rate	Standard definitions.	–
Service Level	Calls answered within SLA.	–
Dropped/Abandonment/Handling Rate	Standard definitions.	–
Total Calls with Time in Queue	Inbound calls that entered the queue.	–
Average / Total Time in IVR	Time callers spent in the IVR.	–
Short Serviced Call Count / Rate	Serviced inbound calls with handling time under the threshold set for your account, and their share of serviced calls.	(Short Serviced ÷ Serviced) × 100%
FCR Calculated Count	Inbound calls whose FCR window has closed and have a final result.	–
FCR Rate	% of serviced inbound calls marked as First Call Resolution.	(Successful FCR ÷ FCR Calculated) × 100%
Agent Seat Cost	Licensing cost per seat.	–
Agent Cost	Activity cost per agent.	–
Invoice Quantities	Agent-related billing.	–
Conversations (Sent/Claimed/Closed)	Omni-channel.	–
Last WhatsApp Message Time	Timestamp of last WhatsApp handled.	–

📝 Note: Agents and Groups reports have the option "Hide inactive agents from the report data".

🟡 Groups

Same as Agent metrics, but aggregated at the team/queue level.

🟤 WhatsApp Conversations

Metric	Definition	Formula
First Response Time	Customer message to agent reply.	First agent message timestamp − initial customer message timestamp
Claim Time	Time to claim a conversation.	Agent claim timestamp − Conversation created at timestamp
Resolution Time	Time until conversation closed.	Conversation closed at timestamp − conversation created at timestamp
Conversation Duration	Lifetime of conversation.	Last message timestamp − first message timestamp

⚫ Agent State Activity

Metric	Definition	Formula
Agent Name	Agent identifier.	–
Timestamp	The time state was recorded.	–
State	Available, On Call, After Call Work, Break, Offline.	–

(Fixed schema: cannot add/remove columns.)

📣 Campaign Calls

Same metrics as Calls, plus:

Metric	Definition	Formula
Campaign Identifier	ID of the campaign the call belongs to.	–
Campaign Name	Name of the campaign.	–
Audience Identifier	ID of the campaign audience the call was made to.	–

📌 General

Metric	Definition	Formula
Report Start Date	Start of reporting window.	–
Date Range	Full period covered.	–

🔎 Filters by Primary Key

Calls → Numbers, Countries, Agents
Inbound Calls → Incoming states, Numbers, Countries, Agents
Outbound Calls → Outgoing states, Numbers, Countries, Agents
Numbers → Numbers, Countries
Account → No filters
Agents → Agents & Groups
Groups → Groups
WhatsApp Conversations → Agents & Numbers
Agent State Activity → Agents

📘 How to Use

Measure agent productivity → Use Agents with Handling Time, Answer Rate, Dropped Rate.
Track customer experience → Use Numbers with Answer Rate, Abandoned Calls, and Service Level.
Track first call resolution and callbacks → Use Account with FCR Rate, Callback Rate and Callback Answer Rate.
Measure the AI Voice Agent → Use Account with AI Voice Containment Ratio and AI Routed to Human Ratio.
Monitor cost per account → Use Account with Inbound/Outbound Calls Cost + Numbers Cost + Agent Cost.
Evaluate team performance → Use Groups with Avg Handling Time, Service Level, Dropped Count.
Optimize WhatsApp support → Use WhatsApp Conversations with First Response Time, Resolution Time.
Audit agent availability → Use Agent State Activity to review how agents spend time in different states.