Numbers
| 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 |
Updated about 4 years ago