Metric Name

Description

Calculation

Metric Type

Service Level

Percentage of missed and answered calls received in business hours with waiting time inferior to the service level threshold.

'= [business hours = TRUE (number of cal type = inbound and missed within threshold / number of calls inbound and missed)] * 100 per number

Percentage

Outbound Calls

Total number of calls placed with the number, including outbound and outbound missed.

COUNT call type outbound + outbound missed per number

Count

Inbound Calls

Total number of incoming calls received by the number, includes call type inbound, missed, abandoned, short abandoned and voicemail.

COUNT call type = inbound + missed + abandoned + short abandoned (when enabled) + voicemails per number

Count

Total Calls

Total number of inbound and outbound calls handled using this Number.

COUNT call type = inbound + outbound per number

Count

Total Wait Time

Total number of inbound and outbound calls handled using this Number.

SUM wait time per number

Time in seconds

Average Wait Time

Average time callers waited for their call to be answered on this phone number.

AVG wait time per number

Time in seconds

Longest Wait Time

Longest time callers waited for their call to be answered on this phone number.

MAX wait time per number

Time in seconds

Average Abandon Time

Average time a caller waited for their call to be answered before hanging up.

AVG wait time for call type = abandoned + hang up = waiting

Time in seconds

Answered Calls (in)

Total number of inbound calls answered on this phone number.

COUNT call type = inbound per number

Count

Total Duration (in)

Total duration (end time - start time) of all inbound call answered on this number.

SUM of duration for incoming answered calls per number

Time in seconds

Answered Calls (out)

Total number of outbound calls placed using this phone number that were answered.

COUNT call type = outbound

Count

Total Duration (out)

Total duration of all outbound (end time - start time) calls placed using this number that were answered.

SUM of duration for outgoing answered calls per number

Time in seconds