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