Numbers Breakdown

Compares the call volume, classification and duration per telephone line, in intervals of one hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Numbers Breakdown Report:

  • Call Ring Group
  • Date
  • Number Ring Group
  • Phone Number
  • Dedicated Line
  • Interval
  • Timezone

Metric Name

Description

Calculation

Metric Type

Perspective

Phone Display Name

The name your company assigned to the phone number where the call was made from or received.

No calculation

String

Queue

Start Time

Lower threshold of the time interval picked within a given time frame

No calculation

Date time

Queue

Total Calls Per Number

This is the total number of inbound and outbound calls handled using this phone number, regardless of which team member handled the call.

Once it counts all incoming and outgoing contacts until the upper time threshold of the call (end date/time) the defining event to consider the calls is the last event, i.e., calls will be considered even if the event start time is outside the slot requested.

Count

Queue

Outbound Calls Per Number

This is the total number of outbound calls handled using this 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 this phone number, regardless of which team member handled the call.

COUNT of contacts which call type = inbound + missed + abandoned + short abandoned + voicemails

Count

Queue

Calls Answered Per Number

This is the total number of calls answered on this phone number, regardless of which team member answered the call.

COUNT of call type = inbound

Count

Queue

Calls Missed Per Number

This is the number of inbound calls to this number that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. This 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 your call center where the caller hung up before they were routed to an agent. If a caller disconnects while they are in the IVR, listening to a message or in a waiting queue, the call is considered abandoned.

COUNT of call type = abandoned

Count

Queue

Calls Short Abandoned Per Number

Number of calls per number that have entered the system but the customer disconnected before a set number of seconds that you define.

COUNT of call type = short-abandoned per number

Count

Queue

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

Count

Queue

Total Duration Per Number

This is the total talk time of calls that were handled by your team (inbound and outbound).

SUM total talk time on call type = inbound OR outbound

Count

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 talk time on call type = inbound OR outbound

Count

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 waiting time for call type = inbound per number

Time in seconds

Queue

Average Abandon Time Per Number

This is the average amount of time per number callers waited 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 counts only instances in which the agent places the caller on hold during inbound/outbound calls via Talkdesk call bar, and does not include holds that are a result of transfers.

AVG hold time for call type = inbound per number

Time in seconds

Queue