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.
Damaged Records - Those are corrupted caused by missing events in call 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