Numbers Analysis
Type detail
- average - an average (mean) of values within a column
- count - origins from a count within a distribution
- date - measures that contain dates
- max - origins from the maximum value within a distribution
- min - origins from the minimum value within a distribution
- number - measures that contain numbers
- string - measures that contain letters or special characters
- sum - sum of values within a distribution
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| 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. | String | Valid/Damaged | Filters | Yes | Dimension |
| % Inbound Calls | Percentage of Inbound Calls over Total Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Inbound Calls Answered | Percentage of Inbound Calls Answered over Total Inbound Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Inbound Calls Missed | Percentage of Inbound Calls Missed over Total Inbound Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Inbound Calls Short Abandoned | Percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Inbound Calls Voicemail | Percentage of Inbound Calls Voicemail over Total Inbound Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Outbound Calls | Percentage of Outbound Calls Connected and Not Connected over Total Calls. | number | 0.00% | Numbers Outbound Metrics | YES | measure |
| % Outbound Calls Connected | Percentage of Outbound Calls Connected over Total Outbound Calls. | number | 0.00% | Numbers Outbound Metrics | YES | measure |
| % Outbound Calls Not Connected | Percentage of Outbound Calls Not Connected over Total Outbound Calls. | number | 0.00% | Numbers Outbound Metrics | YES | measure |
| % Outbound Calls Voicemail | Percentage of Outbound Calls Voicemail over Total Outbound Calls. | number | 0.00% | Numbers Outbound Metrics | YES | measure |
| % Talk Time | Percentage of Inbound Talk Time over Inbound Calls Total Duration. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Talk Time | Percentage of Talk Time over Calls Total Duration (includes inbound and outbound). | number | 0.00% | Numbers Metrics | YES | measure |
| % Talk Time | Percentage of Outbound Talk Time over Outbound Calls Total Duration. | number | 0.00% | Numbers Outbound Metrics | YES | measure |
| % Waiting Time | Percentage of Inbound Calls Answered Wait Time over Inbound Calls Total Duration. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| % Waiting Time Answered | Percentage of Inbound Calls Answered Wait Time over Inbound Calls Total Duration. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| Abandon Rate | Percentage of Inbound Calls Abandoned over Total Inbound Calls. | number | 0.00% | Numbers Inbound Metrics | YES | measure |
| Abandon Time | Time callers waited for their call to be answered before hanging up. Does not include Short Abandoned Calls. | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG % Inbound Calls | Average percentage of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails) over Total Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Inbound Calls Answered | Average percentage of Inbound Calls Answered over Total Inbound Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Inbound Calls Missed | Average percentage of Inbound Calls Missed over Total Inbound Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Inbound Calls Short Abandoned | Average percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Inbound Calls Voicemail | Average percentage of Inbound Calls Voicemail over Total Inbound Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Outbound Calls | Average percentage of Outbound Calls over Total Outbound Calls. | average | 0.00% | Numbers Outbound Metrics | YES | measure |
| AVG % Outbound Calls Connected | Average Percentage of Outbound Calls Connected over Total Outbound Calls. | average | 0.00% | Numbers Outbound Metrics | YES | measure |
| AVG % Outbound Calls Not Connected | Average percentage of Outbound Calls Not Connected over Total Outbound Calls. | average | 0.00% | Numbers Outbound Metrics | YES | measure |
| AVG % Outbound Calls Voicemail | Average percentage of Outbound Calls Voicemail over Total Outbound Calls. | average | 0.00% | Numbers Outbound Metrics | YES | measure |
| AVG % Talk Time | Average percentage of Inbound Calls Talk Time over Inbound Calls Total Duration. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Talk Time | Average percentage of the talk time over calls total duration (includes inbound and outbound. | average | 0.00% | Numbers Metrics | YES | measure |
| AVG % Talk Time | Average percentage of the outbound calls talk time over outbound calls total duration | average | 0.00% | Numbers Outbound Metrics | YES | measure |
| AVG % Waiting Time | Average percentage of the wait time for inbound calls over total duration of inbound calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG % Waiting Time Answered | Average percentage of the wait time for inbound answered calls over total duration of inbound calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG Abandon Rate | Average percentage of Inbound Calls Abandoned over Total Inbound Calls. | average | 0.00% | Numbers Inbound Metrics | YES | measure |
| AVG Abandon Time | Average time it takes for a call to be abandoned (does not include short abandoned calls). | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Calls | Average number of calls handled in the number regardless of direction or type for the given timeframe (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | average | 00 | Numbers Metrics | YES | measure |
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for inbound calls where a valid CSAT score was received. | average | 0.0 | Numbers Inbound Metrics | YES | measure |
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for all the calls where a valid CSAT score was received. | average | 0.0 | Numbers Metrics | YES | measure |
| AVG CSAT Score | Average of the CSAT scores received - average of CSAT score for outbound calls where a valid CSAT score was received. | average | 0.0 | Numbers Outbound Metrics | YES | measure |
| AVG Hold Time | Average time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers. | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Hold Time | Average time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during inbound/outbound calls via keypad, and does not include holds that are a result of transfers. | average | 0:00:00 | Numbers Metrics | YES | measure |
| AVG Hold Time | Average time the caller was placed on hold during the inbound call. This metric counts only instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers. | average | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| AVG Hold Time Answered | Average number of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails). | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls | Average number of Inbound Calls abandoned (does not include short abandoned). | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Abandoned | Average number of Inbound Calls abandoned (does not include short abandoned). | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Answered | Average number of Inbound Calls answered. | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Answered Within Service Level | Average number of calls classified as within the Service Level threshold set that were inbound answered. | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Missed | Average number of Inbound Calls missed. | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Missed Within Service Level | Average number of calls classified as within the Service Level threshold set that were inbound missed. | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Short Abandoned | Average number of Inbound Calls short abandoned (the calls was disconnected by the far end before reaching the short abandoned threshold). | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Inbound Calls Voicemail | Average number of Inbound Calls voicemails. | average | 00 | Numbers Inbound Metrics | YES | measure |
| AVG Outbound Calls | Average number of outbound calls handled for the given time frame and number (includes outbound connected and outbound not connected). | average | 00 | Numbers Outbound Metrics | YES | measure |
| AVG Outbound Calls Connected | Average number of outbound connected calls handled for the given time frame and number. | average | 00 | Numbers Outbound Metrics | YES | measure |
| AVG Outbound Calls Not Connected | Average number of outbound not connected calls for the given time frame and number. | average | 00 | Numbers Outbound Metrics | YES | measure |
| AVG Outbound Calls Voicemail | Average number of outbound voicemail calls recorded for the given time frame and number. | average | 00 | Numbers Outbound Metrics | YES | measure |
| AVG Service Level | Average value of the service level. | average | 00.0% | Numbers Inbound Metrics | YES | measure |
| AVG Talk Time | Calculates the average talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Talk Time | Calculates the average talk time for inbound and outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | average | 0:00:00 | Numbers Metrics | YES | measure |
| AVG Talk Time | Calculates the average talk time for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent in After Call Work, but it includes hold time during the call. | average | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| AVG Total Duration | Average duration of inbound calls, the timer begins when the far end connects with the system. It terminates when the calls is disconnected. It does not include after call work. | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Total Duration | Average duration of calls, the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work. | average | 0:00:00 | Numbers Metrics | YES | measure |
| AVG Total Duration | Average duration of outbound calls, the timer begins when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work. | average | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| AVG Waiting Time | Average duration of how long the caller waited for their call to be answered or to go to voicemail in seconds. Does not include IVR nor voice prompts but includes ringing time. | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| AVG Waiting Time Answered | Average duration of how long the caller waited for their call to be answered. Does not include IVR nor voice prompts but includes ringing time. | average | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Call Ring Group | The Ring Group or Ring Groups to use as filter. It will be reflected in the dimension Ring Group Name when chosen as dimension. | string | Filters and Date Time Field | YES | dimension | |
| Current Service Level Threshold | The threshold currently applied to the number as Service Level (wait time in seconds). When selecting Current Service Level Threshold, Phone Display Name must also be selected. | number | 00 | Numbers Identification | NO | dimension |
| Current Short Abandoned Threshold | The threshold currently applied to the number as Short Abandoned (wait time in seconds). When selecting Current Short Abandoned Threshold, Phone Display Name must also be selected. | number | 00 | Numbers Identification | NO | dimension |
| Data Aggregation | The slots of time you want your analyse to consider (minute, 10 minutes, 5 minutes, 30 minutes, hour, day, week, month, quarter) the timestamp will reflect the slot chosen. | string | Filters and Date Time Field | YES | dimension | |
| Date | By default is set for the past 1 day. It can be changed according to users needs to provide a different time frame for the analysis. | date | Filters and Date Time Field | YES | dimension | |
| Dedicated Line | Allows to keep or remove from the data distribution the calls handled on dedicated lines. | string | Filters and Date Time Field | YES | dimension | |
| Hold Time | The time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers. | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Hold Time | The time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers. | sum | 0:00:00 | Numbers Metrics | YES | measure |
| Hold Time | The time the caller was placed on hold during the outbound call. This metric only counts instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers. | sum | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Hold Time Answered | The time the caller was placed on hold during the inbound answered call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers. | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Abandoned | Number of incoming calls where the caller hung up before being routed to an agent. Does not include short-abandoned calls (when enabled). | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Answered | Total number of incoming calls answered by an agent. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Answered Within Service Level | Inbound calls answered within service level in business hours. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Missed | All incoming missed calls, includes outside of business hours. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Missed Within Service Level | Inbound calls missed within service level in business hours. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Short Abandoned | Number of incoming calls where the caller hung up before the configured threshold. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Inbound Calls Voicemail | Total number of voicemails. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Longest Abandon Time | The longest time a caller waited for their call to be answered before hanging up. Does not include short abandoned calls. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Hold Time | The maximum time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Hold Time | The maximum time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during inbound/outbound calls via keypad, and does not include holds that are a result of transfers. | max | 0:00:00 | Numbers Metrics | YES | measure |
| Longest Hold Time | The maximum time the caller was placed on hold during the outbound call. This metric counts only instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers. | max | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Longest Hold Time Answered | The maximum time the caller was placed on hold during the inbound answered call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and number for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the inbound call. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and number for inbound or outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the inbound or outbound call. | max | 0:00:00 | Numbers Metrics | YES | measure |
| Longest Talk Time | The maximum value recorded for talk time in the given timeframe and number for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the outbound call. | max | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Longest Total Duration | The longest time span recorded for the actual duration of all inbound calls, which is when the timer begins, when the far end connects with the system. It terminates when the calls is disconnected and does not include After Call Work. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Total Duration | The longest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected and does not include After Call Work. | max | 0:00:00 | Numbers Metrics | YES | measure |
| Longest Total Duration | The longest time span recorded for the actual duration of all outbound calls, which is when in an outbound call the system connects with the far end. It terminates when the calls is disconnected and does not include After Call Work. | max | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Longest Waiting Time | Maximum time that the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Longest Waiting Time Answered | Maximum time that the caller waited for their call to be answered in seconds. It does not include IVR nor voice prompts but includes ringing time. | max | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| MAX % Inbound Calls | Maximum percentage of Inbound Calls that reached a number(s) over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Inbound Calls Answered | Maximum percentage of Inbound Calls Answered over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Inbound Calls Missed | Maximum percentage of Inbound Calls Missed over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Inbound Calls Short Abandoned | Maximum percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Inbound Calls Voicemail | Maximum percentage of Inbound Calls Voicemail over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Outbound Calls | Maximum percentage of Outbound Calls over Total Calls. | max | 0.00% | Numbers Outbound Metrics | YES | measure |
| MAX % Outbound Calls Connected | Maximum percentage of Outbound Calls Connected over Total Outbound Calls. | max | 0.00% | Numbers Outbound Metrics | YES | measure |
| MAX % Outbound Calls Not Connected | Maximum percentage of Outbound Calls Not Connected over Total Outbound Calls. | max | 0.00% | Numbers Outbound Metrics | YES | measure |
| MAX % Outbound Calls Voicemail | Maximum percentage of Outbound Calls Voicemail over Total Outbound Calls. | max | 0.00% | Numbers Outbound Metrics | YES | measure |
| MAX % Talk Time | Highest percentage value for Inbound Talk Time over Inbound Calls total duration. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Talk Time | Highest percentage value for Inbound Calls and Outbound Calls Talk Time over Inbound Calls and Outbound Calls total duration. | max | 0.00% | Numbers Metrics | YES | measure |
| MAX % Talk Time | Highest percentage value for Outbound Talk Time over Outbound Calls total duration. | max | 0.00% | Numbers Outbound Metrics | YES | measure |
| MAX % Waiting Time | Highest percentage of Wait Time over Inbound Calls total duration. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX % Waiting Time Answered | Highest percentage of wait time for Answered Calls over Inbound Calls total duration. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX Abandon Rate | Maximum Percentage of Inbound Calls Abandoned Over Total Inbound Calls. | max | 0.00% | Numbers Inbound Metrics | YES | measure |
| MAX Calls | Higher number of calls handled in the nnNumber(s) regardless of direction or type for the given time frame (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | max | 00 | Numbers Metrics | YES | measure |
| MAX CSAT Score | Highest CSAT score received for inbound calls. | max | 0 | Numbers Inbound Metrics | YES | measure |
| MAX CSAT Score | Highest CSAT score received for inbound and outbound calls. | max | 0 | Numbers Metrics | YES | measure |
| MAX CSAT Score | Highest CSAT score received for outbound calls. | max | 0 | Numbers Outbound Metrics | YES | measure |
| MAX Inbound Calls | Maximum number of calls inbound for the given time frame and number (includes answered, missed, abandoned, short abandoned, voicemail). | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Abandoned | Maximum number of calls inbound abandoned for the given time frame an number. | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Answered | Maximum number of inbound calls answered for the given time frame and number(s). | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Answered Within Service Level | Maximum number of calls inbound answered within service level threshold for the given time frame and number(s). | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Missed | Maximum number of inbound calls missed for the given time frame and number(s) | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Missed Within Service Level | Maximum number of calls inbound missed within service level threshold for the given time frame and number(s). | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Short Abandoned | Maximum number of inbound short abandoned calls for the given time frame and number(s). | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Inbound Calls Voicemail | Maximum number of inbound voicemail calls for the given time frame and number(s) | max | 00 | Numbers Inbound Metrics | YES | measure |
| MAX Outbound Calls | Highest number of outbound calls recorded for the given time frame and number(s). | max | 00 | Numbers Outbound Metrics | YES | measure |
| MAX Outbound Calls Connected | Highest number of outbound connected calls recorded for the given time frame and number(s). | max | 00 | Numbers Outbound Metrics | YES | measure |
| MAX Outbound Calls Not Connected | Highest number of outbound not connected calls recorded for the given time frame and number(s). | max | 00 | Numbers Outbound Metrics | YES | measure |
| MAX Outbound Calls Voicemail | Highest number of outbound voicemail calls recorded for the given time frame and number(s). | max | 00 | Numbers Outbound Metrics | YES | measure |
| MAX Service Level | Maximum value of service level rate for the given time frame and number(s) | max | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Inbound Calls | Minimum percentage of Inbound Calls that reached a number (or numbers) over Total Inbound Calls (answered, missed, abandoned and voicemails) of a specific Number (or Numbers). | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Inbound Calls Answered | Minimum percentage of Inbound Calls Answered over Total Inbound Calls. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Inbound Calls Missed | Minimum Percentage of Inbound Calls Missed over Total Inbound Calls. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Inbound Calls Short Abandoned | Minimum percentage of Inbound Calls Short Abandoned over Total Inbound Calls. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Inbound Calls Voicemail | Minimum percentage of Inbound Calls Voicemail over Total Inbound Calls. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Outbound Calls | Minimum percentage of Outbound Calls (connected and not connected) over Total Calls. | min | 00.0% | Numbers Outbound Metrics | YES | measure |
| MIN % Outbound Calls Connected | Minimum percentage of Outbound Calls Connected over Total Outbound Calls. | min | 00.0% | Numbers Outbound Metrics | YES | measure |
| MIN % Outbound Calls Not Connected | Minimum percentage of Outbound Calls Not Connected over Total Outbound Calls. | min | 00.0% | Numbers Outbound Metrics | YES | measure |
| MIN % Outbound Calls Voicemail | Minimum percentage of Outbound Calls Voicemail over Total Outbound Calls. | min | 00.0% | Numbers Outbound Metrics | YES | measure |
| MIN % Talk Time | Lowest percentage value for Inbound Calls talk time over Inbound Calls total duration. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Talk Time | Lowest percentage value for Inbound Calls talk time and Outbound Calls talk time over Inbound Calls total duration. | min | 00.0% | Numbers Metrics | YES | measure |
| MIN % Talk Time | Lowest percentage value for Outbound Calls talk time over Inbound Calls total duration. | min | 00.0% | Numbers Outbound Metrics | YES | measure |
| MIN % Waiting Time | Lowest percentage of wait time over Inbound Calls total duration. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN % Waiting Time Answered | Lowest percentage of wait time for answered calls over Inbound Calls total duration. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN Abandon Rate | Minimum percentage of Inbound Calls Abandoned over Total Inbound Calls. | min | 00.0% | Numbers Inbound Metrics | YES | measure |
| MIN Calls | Lower number of calls handled in the Number(s) regardless of direction or type for the given time frame and number(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | min | 00 | Numbers Metrics | YES | measure |
| MIN CSAT Score | Lowest CSAT score received for Inbound Calls in the given number and timeframe for inbound calls only. | min | 0 | Numbers Inbound Metrics | YES | measure |
| MIN CSAT Score | Lowest CSAT score received for Inbound Calls and Outbound Calls in the given number and timeframe for both inbound and outbound calls. | min | 0 | Numbers Metrics | YES | measure |
| MIN CSAT Score | Lowest CSAT score received for Outbound Calls in the given number and timeframe for outbound calls only. | min | 0 | Numbers Outbound Metrics | YES | measure |
| MIN Inbound Calls | Minimum number of Inbound Calls for the given time frame and number(s) (includes answered, missed, abandoned, short abandoned, voicemail). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Abandoned | Minimum number of inbound abandoned calls for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Answered | Minimum number of inbound answered calls for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Answered Within Service Level | Minimum number of inbound answered calls within service level threshold for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Missed | Minimum number of inbound missed calls for the given time frame and numbers(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Missed Within Service Level | Minimum number of inbound missed calls within service level threshold for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Short Abandoned | Minimum number of inbound short abandoned calls for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Inbound Calls Voicemail | Minimum number of inbound voicemails for the given time frame and number(s). | min | 00 | Numbers Inbound Metrics | YES | measure |
| MIN Outbound Calls | Lowest number of outbound calls made for the given time frame and number(s). | min | 00 | Numbers Outbound Metrics | YES | measure |
| MIN Outbound Calls Connected | Lowest number of outbound calls connected recorded for the given time frame and number(s). | min | 00 | Numbers Outbound Metrics | YES | measure |
| MIN Outbound Calls Not Connected | Lowest number of outbound calls not connected for the given time frame and number(s) | min | 00 | Numbers Outbound Metrics | YES | measure |
| MIN Outbound Calls Voicemail | Lowest number of outbound voicemail calls not connected for the given time frame and number(s). | min | 00 | Numbers Outbound Metrics | YES | measure |
| MIN Service Level | Minimum of service level rate for the given time frame and number(s). | min | 00.0% | Numbers Inbound Metrics | measure | |
| Number Ring Group | The Ring Groups number(s) is allocated to. | Filters and Date Time Field | YES | dimension | ||
| Outbound Calls Connected | Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail) (before it was answered calls). | sum | 00 | Numbers Outbound Metrics | YES | measure |
| Outbound Calls Not Connected | Number of calls placed by the agent and that weren't answered by the customer (or by customer's voicemail) (before it was missed calls). | sum | 00 | Numbers Outbound Metrics | YES | measure |
| Outbound Calls Voicemail | Calls initiated by the agent that ended with the agent leaving a voicemail. | sum | 00 | Numbers Outbound Metrics | YES | measure |
| Phone Display Name | The name assigned to the phone number where the call was made from or received. | string | Numbers Identification | NO | dimension | |
| Service Level | Percentage of calls Missed or Answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hours. | number | 00.0% | Numbers Inbound Metrics | YES | measure |
| Shortest Abandon Time | The shortest time a caller waited for their call to be answered before hanging up. Does not include short abandoned calls. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Hold Time | This is the shortest time a caller was put on-hold by the agent for inbound calls. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Hold Time | This is the shortest time a caller was put on-hold by the agent for inbound and outbound calls. | min | 0:00:00 | Numbers Metrics | YES | measure |
| Shortest Hold Time | This is the shortest time a caller was put on-hold by the agent for outbound calls. | min | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Shortest Hold Time Answered | This is the shortest time a caller was put on-hold by the agent for inbound answered calls. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and number(s) for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and number(s) for inbound and outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | 0:00:00 | Numbers Metrics | YES | measure |
| Shortest Talk Time | The minimum value recorded for talk time in the given timeframe and number(s) for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call. | min | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Shortest Total Duration | The shortest time span recorded for the actual duration of inbound calls, which is when the timer begins when the far end connects with the system. It terminates when the calls is disconnected (does not include After Call Work). | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Total Duration | The shortest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work). | min | 0:00:00 | Numbers Metrics | YES | measure |
| Shortest Total Duration | The shortest time span recorded for the actual duration of outbound calls, which is when the timer begins when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work). | min | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Shortest Waiting Time | Minimum time recorded for the caller waiting for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Shortest Waiting Time Answered | Minimum time recorded for the caller waiting for their call to be answered in seconds. It does not include IVR nor voice prompts but includes ringing time. | min | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Talk Time | Total of the actual talk time between the agent and the customer for inbound calls only. | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Talk Time | Total of the actual talk time between the agent and the customer for inbound and outbound calls. | sum | 0:00:00 | Numbers Metrics | YES | measure |
| Talk Time | Total of the actual talk time between the agent and the customer for outbound calls only. | sum | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Timestamp | Adjusted to the Date aggregation picked will show the start timestamp for each slot eg. for 30 m yyyy-mm-dd hh:00:ss >> yyyy-mm-dd hh:30:ss. | date | Filters and Date Time field | YES | dimension | |
| Timezone | By default filters the distribution to your Account Timezone. You can pick another different timezone to be reflected in your report (account timezone can be changed under Admin >> Preferences in your account). | string | Filters and Date Time field | YES | dimension | |
| Total Calls | Count of calls handled in the Number regardless of direction or type for the given time frame and number(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected). | sum | 00 | Numbers Metrics | YES | measure |
| Total Duration | The actual duration of all inbound calls, which is when the timer begins when the far end connects with the system. It terminates when the calls is disconnected (does not include After Call Work). | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Total Duration | The actual duration of all calls, which is when the timer begins when the far end connects with the system or in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work). | sum | 0:00:00 | Numbers Metrics | YES | measure |
| Total Duration | The actual duration of all outbound calls, which is when the timer begins when the system connects with the far end. It terminates when the calls is disconnected (does not include after call work). | sum | 0:00:00 | Numbers Outbound Metrics | YES | measure |
| Total Inbound Calls | All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls. | sum | 00 | Numbers Inbound Metrics | YES | measure |
| Total Outbound Calls | Calls initiated by the agent regardless of successful connection or not. Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable). | sum | 00 | Numbers Outbound Metrics | YES | measure |
| Waiting Time | How long the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time (includes all inbound calls). | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
| Waiting Time Answered | For the answered inbound calls only, how long the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time. | sum | 0:00:00 | Numbers Inbound Metrics | YES | measure |
Updated 8 months ago
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