Metric NameDescriptionCalculationMetric 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 + voicemailCount
Answered Calls Total number of incoming calls answered by an agent (call type is inbound).COUNT of call type = inboundCount
Missed Calls All incoming missed calls, includes outside of business hours.COUNT of call type = missedCount
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 = abandonedCount
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 = voicemailCount
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 = trueCount
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 = falseCount
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 = holdCount
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 = transferCount
Abandoned in IVR Number of incoming calls where the caller abandoned while on the IVR.COUNT of call type = abandoned AND hangup = IVRCount
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 = waitingCount
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 IVRCOUNT of call type = short abandoned AND hangup = IVRCount
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 = waitingPercentage
Voicemail During Business Hours Number of voicemails left during business hours.COUNT of call type = voicemail AND business hours = truePercentage
Voicemail Outside of Business Hours Number of voicemails left outside business hours.COUNT of call type = voicemail AND business hours = falseCount
Voicemail from IVR Number of voicemails left from the IVR.COUNT of call type = voicemail AND hangup = IVRCount
Voicemail from Waiting Queue Number of voicemails left from the waiting queue.COUNT of call type = voicemail AND hangup = waitingCount