Numbers
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, that callers waited for 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 only takes into account instances in which the agent places the caller on hold during inbound/outbound calls, and does not include holds that are a result of transfers. | AVG hold time for call type = inbound per number | Time in seconds | Queue |
Updated over 1 year ago