Activity Report

Includes a summary of the activity for the last seven days 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 Activity Report:

  • Call Ring Group
  • Phone Number
  • Dedicated Line
  • 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. This includes calls that were answered, missed, abandoned and calls that went to voicemail.

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

Count

queue

Inbound Average Talk Time

This is the average talk time of all inbound calls that were answered by your team.

AVERAGE talk time for calls which call type = inbound answered.

Time in seconds

queue

Longest Talk Time (max)

This is the talk time of the inbound answered call that lasted the longest.

MAX duration for calls which call type = inbound answered.

Time in seconds

queue

Total Talk Time

This is the total talk time of all inbound answered calls that were answered by your team.

SUM talk time for calls which call type = inbound answered.

Time in seconds

queue

Calls Answered

This is the number of inbound calls received by your team/contact center that were placed by contact people.

COUNT of all calls which call type = inbound.

Count

queue

Calls Missed

This is the number of inbound calls to your call center that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. This also includes calls that were disconnected before an agent was routed the call as well as calls that were routed to an agent but the agent either did not answer or rejected the call.

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 queues before someone on your team answered their call.

AVG waiting time for calls which call type = inbound

Time in seconds

queue

Longest Waiting Time (max)

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

MAX waiting time for calls which call type = inbound

Time in seconds

queue

Average Holding Time

This is the average time callers were put on hold by the agent.

AVG on hold time for calls which call type = inbound

Time in seconds

queue

Longest Holding Time (max)

This is the longest time a caller was put on hold by the agent.

MAX on hold time for calls which call type = inbound

Time in seconds

queue

Calls 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 = abandoned

Count

queue

Abandon Rate

The amount of all the offered calls that were abandoned. Does not count with short abandoned when enabled.

COUNT call type = abandoned / COUNT call type = inbound + missed + abandoned + short abandoned + voicemail

Percentage

queue

Average Time to Abandon

Average time contact waited before hanging up.

Note: Short Abandon calls are excluded from these metrics when this filter is enabled for the account or a specific number.

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 placed by the agent. This includes calls that were answered by a customer, calls that went to voicemail and calls that were missed by the customer.

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