Inbound

Metric Name	Description	Calculation	Metric Type
Total Calls	All incoming calls, which includes inbound, missed, abandoned, short abandoned and voicemail calls.	COUNT of call type = inbound + abandoned + short abandoned + missed + voicemail	Count
Answered Calls	Total number of incoming calls answered by an agent (call type is inbound).	COUNT of call type = inbound	Count
Missed Calls	All incoming missed calls, includes outside of business hours.	COUNT of call type = missed	Count
Abandoned Calls	Number of incoming calls where the caller hungup before being routed to an agent. Does not include short-abandoned calls (when enabled).	COUNT of call type = abandoned	Count
Short Abandoned Calls	Number of incoming calls where the caller hungup before the configured threshold.	COUNT of call type = short abandoned (when enabled)	Count
Voicemails	Total number of voicemails.	COUNT of call type = voicemail	Count
Completed During Business Hours	Total number of incoming calls answered by an agent (call type is inbound) during business hours.	COUNT of call type = inbound AND business hours = true	Count
Completed Outside of Business Hours	Total number of incoming calls answered by an agent (call type is inbound) outside business hours.	COUNT of call type = inbound AND business hours = false	Count
Completed While Holding	Number of inbound calls where the caller hung up while on hold after talking to an agent.	COUNT of call type = inbound AND hangup = hold	Count
Completed While Transferring	Number of inbound calls where the caller hung up while being transferred to an agent.	COUNT of call type = inbound AND hangup = transfer	Count
Abandoned in IVR	Number of incoming calls where the caller abandoned while on the IVR.	COUNT of call type = abandoned AND hangup = IVR	Count
Abandoned in Waiting Queue	Number of incoming calls where the caller abandoned within the wait time threshold defined (at account or number level) while in queue (waiting)	COUNT of call type = abandoned AND hangup = waiting	Count
Short Abandoned in IVR	Number of incoming calls where the caller abandoned within the short abandon threshold defined (at account or number level) while in the IVR	COUNT of call type = short abandoned AND hangup = IVR	Count
Short Abandoned in Waiting Queue	Number of incoming calls where the caller abandoned within the short abandon threshold defined (at account or number level) while in queue (waiting)	COUNT of call type = short abandoned AND hangup = waiting	Percentage
Voicemail During Business Hours	Number of voicemails left during business hours.	COUNT of call type = voicemail AND business hours = true	Percentage
Voicemail Outside of Business Hours	Number of voicemails left outside business hours.	COUNT of call type = voicemail AND business hours = false	Count
Voicemail from IVR	Number of voicemails left from the IVR.	COUNT of call type = voicemail AND hangup = IVR	Count
Voicemail from Waiting Queue	Number of voicemails left from the waiting queue.	COUNT of call type = voicemail AND hangup = waiting	Count