Compares the call volume, call classification (outbound, inbound, answered, missed, abandoned, voicemails) as well as average call durations, waiting times, abandon and hold time per phone number, for your chosen period of time.

These are the available filters in the Numbers Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Timezone

Metric Name

Description

Calculation

Metric Type

Perspective

Phone Display Name

Friendly name.

No calculation

String

Total Calls Per Number

This is the total number of inbound and outbound calls handled using a particular phone number, regardless of which team member handled the call.

COUNT of call type = inbound OR missed OR abandoned OR short abandoned OR voicemails OR outbound OR outbound missed.

Count

Queue

Outbound Calls Per Number

This is the total number of outbound calls handled using a particular phone number, regardless of which team member handled the call.

COUNT of call type = outbound AND outbound missed.

Count

Queue

Inbound Calls Per Number

This is the total number of inbound calls handled using a particular phone number, regardless of which team member handled the call.

COUNT of call type = inbound OR missed OR abandoned OR short abandoned OR voicemails

Count

Queue

Calls Answered Per Number

This is the total number of calls answered on a particular phone number, regardless of which team member answered the call (inbound and outbound).

COUNT of call type = inbound

Count

Queue

Calls Missed Per Number

This is the number of inbound calls to a particular number that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. It 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

Count

Queue

Calls Abandoned Per Number

This is the number of inbound calls to a particular number that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. It 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 = abandoned

Count

Queue

Calls Short Abandoned Per Number

This is the number of inbound calls to a particular number that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. It 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 = short-abandoned per number

Count

Queue

Data Status

You can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible.

Valid Records - Regularly Processed Records.
Damaged Records - Those are corrupted caused by missing events in call records.

No calculation

String

Total Voicemails Per Number

This is the total number of voicemails per number that were left for your team during business hours as well as outside of business hours.

COUNT of call type = voicemail per number

Count

Queue

Total Duration Per Number

This is the total talk time of calls that were handled by your team (inbound and outbound).

SUM of talk time per number

Time in seconds

Queue

Average Duration Per Number

This is the average talk time per number of all inbound calls that were answered by your team (inbound and outbound).

AVG of talk time per number

Time in seconds

Queue

Average Waiting Time Per Number

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

AVG of waiting time per number

Time in seconds

Queue

Average Abandon Time Per Number

This is the average amount of time per number callers waited in your waiting queue for their call to be answered before hanging up.

AVG waiting time for call type = abandoned per number

Time in seconds

Queue

Average Hold Time Per Number

Average time the caller was placed on hold during the call. This metric counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.

AVG hold time for call type = inbound per number

Time in seconds

Queue