Account Breakdown

Includes a summary of the whole account activity broken down by 30 minutes (which can be adjusted down to 10 minutes or up to one hour if you send or schedule a report), and compares the most relevant call metrics for inbound calls (calls answered, calls missed, calls abandoned, abandon rate, average waiting time, time to abandon, waiting time, holding time and inbound duration, longest waiting time, total duration and longest), outbound calls and service level.

These are the available filters in the Accounts Breakdown Report:

  • Call Ring Group
  • Date
  • Dedicated Line
  • Interval
  • Timezone

Metric Name

Description

Calculation

Metric Type

Perspective

Inbound Calls

This is the total number of inbound calls that reached your call center during a selected time frame.

It includes calls that were answered, missed, abandoned and calls that went to voicemail.

COUNT of contacts which call type = inbound + missed + abandoned + short abandoned + voicemails

Count

queue

Inbound Average Duration

Average talk time of all inbound calls.

AVERAGE talk time for contacts which call type = inbound answered

Time in seconds

queue

Longest Talk Time (max)

Longest call talk time (Inbound Call type only).

MAX talk time for contacts which call type = inbound answered

Time in seconds

queue

Total Duration

Total talk time of all inbound calls.

SUM duration for contacts which call type = inbound answered

Time in seconds

queue

Calls Answered

Number of calls answered (Inbound Call type only).

COUNT of all contacts which call type = inbound.

Count

queue

Calls Missed

Number of calls answered (both inbound calls and outbound calls).

COUNT of call type = missed AND business hours = true + false

Count

queue

Average Waiting Time

This is the average amount of time inbound callers waited in your waiting queues before someone on your team answered their call.

AVG waiting time for contacts which call type = inbound

Time in seconds

queue

Longest Waiting Time (max)

This is the longest time a caller waited in your waiting queue before someone on your team answered their call.

MAX waiting time for contacts which call type = inbound

Time in seconds

queue

Calls Abandoned

This is the number of calls that were waiting to be answered by an agent before the call was hung up. This includes calls that were abandoned while in the waiting queue and IVR.

COUNT of call type = abandoned

Count

queue

Average Time to Abandon

This is the average time callers waited for their call to be answered by an agent before hanging up the call. This includes calls that were abandoned while in the waiting queue and IVR.

AVG duration of call type = abandoned AND hangup = waiting

Time in seconds

queue

Calls Short Abandoned

"This is the number of Inbound Calls to your call center where the caller hung up before they were routed to an agent. If a caller disconnects while they are in the IVR, listening to a message or in a waiting queue, the call is considered abandoned".

COUNT of call type = short-abandoned

Count

queue

Outbound Calls

This is the total number of outbound calls that were made by your call center during a selected time frame.

COUNT of call type = outbound AND outbound missed

Count

queue

Service Level

Percentage of calls missed or answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hours.

COUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed))*100

Percentage

queue