Ring Groups (Queues) 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

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

none

Filters and Datetime Field

YES

Dimension

Date

By default is set for the past day. It can be changed according to users needs to provide a different time frame for the analysis.

date

yyyy-mm-dd hh:mm:ss

Filters and Datetime Field

YES

Dimension

Phone Number

The origin (direction outbound) or destination (direction inbound) number of your account that you want to use to filter your analysis.

number

none

Filters and Datetime Field

YES

Dimension

Data Aggregation

The slots of time you want your analysis to consider (minute, 10 minutes, 5 minutes, 30 minutes, hour, day, week, month, quarter). The timestamp will reflect the slot chosen.

none

Filters and Datetime Field

YES

Dimension

Timezone

By default this 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

none

Filters and Datetime Field

YES

Dimension

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

yyyy-mm-dd hh:mm:ss

Filters and Datetime Field

YES

Dimension

Ring Group Name

The field to add to your canvas that will show the Ring Groups of your distribution and will reflect the option picked on the filter Call Ring Group.

string

none

Ring Group Identification

NO

Dimension

% Inbound Calls

Percentage of Inbound Calls over Total Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Inbound Calls Answered

Percentage of Inbound Calls Answered over Total Inbound Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Inbound Calls Missed

Percentage of Inbound Calls Missed over Total Inbound Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Inbound Calls Short Abandoned

Percentage of Inbound Calls Short Abandoned over Total Inbound Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Inbound Calls Voicemail

Percentage of Inbound Calls Voicemail over Total Inbound Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Talk Time

Percentage of inbound talk time over Inbound Calls total duration.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

% Waiting Time

Percentage of inbound wait time over Inbound Calls total duration.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Inbound Calls

Average percentage of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails) over Total Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Inbound Calls Answered

Average percentage of answered Inbound Calls over Total Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Inbound Calls Missed

Average Percentage of Inbound Calls Missed over Total Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Inbound Calls Short Abandoned

Average percentage of Inbound Calls Short Abandoned over Total Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Inbound Calls Voicemail

Average Percentage of Inbound Calls Voicemail over Total Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Talk Time

Average percentage of the talk time for inbound calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG % Waiting Time

Average percentage of the wait time for Inbound Calls over total duration of Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG Abandon Rate

Average of Inbound Calls Abandoned over Total Inbound Calls.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG Abandon Time

Average time it takes for a call to be abandoned (does not include short abandoned calls).

number

Ring Group Inbound Metrics

YES

Metric

AVG CSAT Score

Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received.

average

0.0

Ring Group Inbound Metrics

YES

Metric

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 Calls and Outbound calls via keypad, and does not include holds that are a result of transfers.

number

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls

Average number of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails).

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Abandoned

Average number of Inbound Calls abandoned (does not include short abandoned).

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Answered

Average number of Inbound Calls answered.

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Answered Within Service Level

Average number of calls classified as within the Service Level threshold set that were inbound and answered.

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Missed

Average number of Inbound Calls missed.

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Missed Within Service Level

Average number of calls classified as within the Service Level threshold set, that were inbound missed.

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Short Abandoned

Average number of Inbound Calls short abandoned (the calls were disconnected by the far end before reaching the short abandoned threshold).

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Inbound Calls Voicemail

AVG number of Inbound Calls voicemails.

average

0.0

Ring Group Inbound Metrics

YES

Metric

AVG Service Level

Average value of the Service level.

average

0.00%

Ring Group Inbound Metrics

YES

Metric

AVG Talk Time

Calculates the average talk time for Inbound Calls 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.

number

Ring Group Inbound Metrics

YES

Metric

AVG Total Duration

The average duration of calls. 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).

number

Ring Group Inbound Metrics

YES

Metric

AVG Waiting Time

Average duration of 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.

number

Ring Group Inbound Metrics

YES

Metric

Abandon Rate

Percentage of Inbound Calls Abandoned over Total Inbound Calls.

number

0.00%

Ring Group Inbound Metrics

YES

Metric

Abandon Time

Time callers waited for their call to be answered before hanging up. Does not include short abandoned calls.

sum

Ring Group Inbound Metrics

YES

Metric

Hold Time

The 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 Calls or Outbound Calls via the keypad. It does not include holds that are a result of transfers.

sum

Ring Group Inbound Metrics

YES

Metric

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

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Answered

Total number of incoming calls answered by an agent.

sum

00

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Answered Within Service Level

Inbound calls Answered within Service Level (within the business hours).

sum

00

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Missed

All incoming missed calls, including outside of business hours.

sum

00

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Missed Within Service Level

Inbound Calls Missed within Service Level (within business hours).

sum

00

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Short Abandoned

Number of incoming calls where the caller hung up before the configured short abandoned threshold.

sum

00

Ring Group Inbound Metrics

YES

Metric

Inbound Calls Voicemail

Total number of voicemails.

sum

00

Ring Group Inbound Metrics

YES

Metric

Longest Abandon Time

The longest time a caller waited for their call to be answered before hanging up. It does not include short abandoned calls.

max

Ring Group Inbound Metrics

YES

Metric

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 and Outbound Calls via the keypad, and does not include holds that are a result of transfers.

max

Ring Group Inbound Metrics

YES

Metric

Longest Talk Time

The maximum value recorded for talk time in the given timeframe and Ring Group(s). 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.

max

Ring Group Inbound Metrics

YES

Metric

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 it does not include After Call Work.

max

Ring Group Inbound Metrics

YES

Metric

Longest Waiting Time

Maximum time in seconds that the caller waited for their call to be answered or to go to voicemail. It does not include IVR nor voice prompts but includes ringing time.

max

Ring Group Inbound Metrics

YES

Metric

MAX % Inbound Calls

Maximum percentage of Inbound Calls that reached a Ring Group over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX % Inbound Calls Answered

Maximum percentage of Inbound Calls Answered over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX % Inbound Calls Missed

Maximum percentage of Inbound Calls missed over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX % Inbound Calls Short Abandoned

Maximum percentage of Inbound Calls Short Abandoned over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX % Inbound Calls Voicemail

Maximum percentage of Inbound Calls Voicemail over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX % Waiting Time

Highest percentage of Inbound Wait Time over Inbound Calls total
duration.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX Abandon Rate

Maximum Percentage of Inbound Calls Abandoned over Total Inbound Calls.

max

0.00%

Ring Group Inbound Metrics

YES

Metric

MAX CSAT Score

Highest CSAT score received.

max

0

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls

Maximum number of Inbound Calls for the given time frame and Ring Group(s) (includes answered, missed, abandoned, short abandoned, voicemail).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Abandoned

Maximum number of Inbound Calls abandoned for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Answered

Maximum number of Inbound Calls answered for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Answered Within Service Level

Maximum number of Inbound Calls answered within service level threshold for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Missed

Maximum number of Inbound Calls missed for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Missed Within Service Level

Maximum number of Inbound Calls missed within service level threshold for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Short Abandoned

Maximum number of inbound short abandoned calls for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Inbound Calls Voicemail

Maximum number of inbound voicemail calls for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MAX Service Level

Maximum service level rate for the given time frame and Ring Group(s).

max

00

Ring Group Inbound Metrics

YES

Metric

MIN % Inbound Calls

Minimum percentage of Inbound Calls that reached a Ring Group (or Ring Groups) Over Total Inbound Calls of a specific Ring Group (or Ring Groups).

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN % Inbound Calls Answered

Minimum percentage of Inbound Calls answered over Total Inbound Calls.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN % Inbound Calls Missed

Minimum Percentage of Inbound Calls missed over Total Inbound Calls.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN % Inbound Calls Short Abandoned

Minimum percentage of Inbound Calls Short Abandoned over Total Inbound Calls.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN % Inbound Calls Voicemail

Minimum percentage of Inbound Calls Voicemail over Total Inbound Calls.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN % Talk Time

Lowest percentage value for Inbound Talk Time over Inbound Calls Total Duration.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN Abandon Rate

Minimum percentage of Inbound Calls Abandoned over Total Inbound Calls.

min

00.0%

Ring Group Inbound Metrics

YES

Metric

MIN CSAT Score

Lowest CSAT score received.

min

0

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls

Minimum number of Inbound Calls for the given time frame and Ring Group(s) (includes answered, missed, abandoned, short abandoned, voicemail).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Abandoned

Minimum number of Inbound Calls Abandoned for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Answered

Minimum number of Inbound Calls answered for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Answered Within Service Level

Minimum number of Inbound Calls answered within the service level threshold for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Missed

Minimum number of Inbound Calls missed for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Missed Within Service Level

Minimum number of Inbound Calls missed within the service level threshold for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Short Abandoned

Minimum number of Inbound Short Abandoned Calls for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Inbound Calls Voicemail

Minimum number of Inbound Voicemail Calls for the given time frame and Ring Group(s).

min

00

Ring Group Inbound Metrics

YES

Metric

MIN Service Level

Minimum service level rate for the given time frame and Ring Group(s).

min

00.0%

Ring Group Inbound Metrics

YES

Metric

Service Level

Percentage of calls missed or answered before the pre-defined selected time frame threshold. It is only calculated for events during business hours.

number

00.0%

Ring Group Inbound Metrics

YES

Metric

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

Ring Group Inbound Metrics

YES

Metric

Shortest Hold Time

The minimum 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 Calls and Outbound Calls via the keypad, and does not include holds that are a result of transfers.

min

Ring Group Inbound Metrics

YES

Metric

Shortest Talk Time

The minimum value recorded for talk time in the given timeframe and Ring Group(s). 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

Ring Group Inbound Metrics

YES

Metric

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

Ring Group Inbound Metrics

YES

Metric

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

Ring Group Inbound Metrics

YES

Metric

Talk Time

Calculates the total talk time for Inbound Calls 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 the time spent in After Call Work, but it includes hold time during the call.

sum

Ring Group Inbound Metrics

YES

Metric

Total Duration

Actual 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.

sum

Ring Group Inbound Metrics

YES

Metric

Total Inbound Calls

All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls.

sum

00

Ring Group Inbound Metrics

YES

Metric

Waiting Time

How long the caller waited for their call to be answered or for it to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time.

sum

Ring Group Inbound Metrics

YES

Metric

% Talk Time

Inbound talk time over Inbound Calls total duration.

number

00.0%

Ring Group Metrics

YES

Metric

AVG % Talk Time

Average percentage of the talk time for both inbound and outbound per ring group.

average

00.0%

Ring Group Metrics

YES

Metric

AVG CSAT Score

Average of the CSAT scores received - average of CSAT score for the calls where a valid CSAT score was received.

average

0.0

Ring Group Metrics

YES

Metric

AVG Calls

Average number of calls handled in the Ring Group regardless of direction or type for the given timeframe and Ring Group(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).

number

00

Ring Group Metrics

YES

Metric

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 the keypad, and does not include holds that are a result of transfers.

number

Ring Group Metrics

YES

Metric

AVG Talk Time

Calculates the average talk time for Inbound Calls 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.

number

Ring Group Metrics

YES

Metric

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 call is disconnected. It does not include after call work.

number

Ring Group Metrics

YES

Metric

Hold Time

This is the time callers were put on hold by the agent.

sum

Ring Group Metrics

YES

Metric

Longest Talk Time

The maximum value recorded for talk time in the given timeframe and Ring Group(s). 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.

max

Ring Group Metrics

YES

Metric

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 the 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.

max

Ring Group Metrics

YES

Metric

MAX % Talk Time

Highest percentage value for inbound talk time over Inbound Calls total duration.

max

Ring Group Metrics

YES

Metric

MAX CSAT Score

Highest CSAT score received.

max

0

Ring Group Metrics

YES

Metric

MAX Calls

Highest number of calls handled in the Ring Group regardless of direction or type for the given time frame and Ring Group(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).

max

00

Ring Group Metrics

YES

Metric

MIN % Talk Time

Lowest percentage value for inbound talk time over inbound calls total duration.

min

00.0%

Ring Group Metrics

YES

Metric

MIN CSAT Score

Lowest CSAT score received.

min

0

Ring Group Metrics

YES

Metric

MIN Calls

Lowest number of calls handled in the Ring Group regardless of direction or type for the given time frame and Ring Group(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).

min

00

Ring Group Metrics

YES

Metric

Shortest Talk Time

The minimum value recorded for talk time in the given timeframe and ring group(s). 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

Ring Group Metrics

YES

Metric

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 the 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.

min

Ring Group Metrics

YES

Metric

Talk Time

Calculates the total talk time for Inbound Calls 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 the time spent in After Call Work, but it includes hold time during the call.

number

Ring Group Metrics

YES

Metric

Total Calls

Number of calls handled in the Ring Group regardless of direction or type for the given time frame and Ring Group(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).

number

Ring Group Metrics

YES

Metric

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. It does not include After Call Work.

sum

Ring Group Metrics

YES

Metric

% Outbound Calls

Percentage of Outbound Calls Connected and Not Connected over Total Calls.

number

00.0%

Ring Group Outbound Metrics

YES

Metric

% Outbound Calls Connected

Percentage of Outbound Calls Connected over Total Outbound Calls.

number

00.0%

Ring Group Outbound Metrics

YES

Metric

% Outbound Calls Not Connected

Percentage of Outbound Calls Not Connected over Total Outbound Calls.

number

00.0%

Ring Group Outbound Metrics

YES

Metric

% Outbound Calls Voicemail

Percentage of Outbound Calls Voicemail over Total Outbound Calls.

number

00.0%

Ring Group Outbound Metrics

YES

Metric

% Talk Time

Inbound Talk Time over Inbound Calls Total Duration.

number

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG % Outbound Calls

Average percentage of Outbound Calls over Total Outbound Calls.

average

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG % Outbound Calls Connected

Average percentage of Outbound Calls Connected over Total Outbound Calls.

average

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG % Outbound Calls Not Connected

Average percentage of Outbound Calls Not Connected over Total Outbound Calls.

average

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG % Outbound Calls Voicemail

Average percentage of Outbound Calls Voicemail over Total Outbound Calls.

average

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG % Talk Time

Average percentage of the Talk Time over Outbound Calls Total Duration.

average

00.0%

Ring Group Outbound Metrics

YES

Metric

AVG CSAT Score

Average of the CSAT scores received for the calls where a valid CSAT score was received.

average

0

Ring Group Outbound Metrics

YES

Metric

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 Calls and Outbound Calls via the keypad, and does not include holds that are a result of transfers.

average

Ring Group Outbound Metrics

YES

Metric

AVG Outbound Calls

Average number of Outbound Calls handled for the given time frame and Ring Group(s). It includes outbound connected and outbound not connected.

average

00

Ring Group Outbound Metrics

YES

Metric

AVG Outbound Calls Connected

Average number of Outbound Calls connected for the given time frame and Ring Group(s).

average

00

Ring Group Outbound Metrics

YES

Metric

AVG Outbound Calls Not Connected

Average number of Outbound Calls not connected for the given time frame and Ring Group(s).

average

00

Ring Group Outbound Metrics

YES

Metric

AVG Outbound Calls Voicemail

Average number of Outbound Calls where voicemail was recorded for the given time frame and Ring Group(s).

average

00

Ring Group Outbound Metrics

YES

Metric

AVG Talk Time

Calculates the average talk time for Inbound Calls 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.

number

Ring Group Outbound Metrics

YES

Metric

AVG Total Duration

Average duration of calls, 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. It does not include After Call Work.

number

Ring Group Outbound Metrics

YES

Metric

Hold Time

The time the caller was placed on hold during the call. This metric counts only instances in which the agent placed the caller on hold during Inbound and Outbound calls via the keypad. It does not include holds that are a result of transfers.

sum

Ring Group Outbound Metrics

YES

Metric

Longest Talk Time

The maximum value recorded for talk time in the given timeframe and ring group(s). 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.

max

Ring Group Outbound Metrics

YES

Metric

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. It does not include After Call Work.

max

Ring Group Outbound Metrics

YES

Metric

MAX % Outbound Calls

Maximum percentage of Outbound Calls over Total Calls.

max

00.0%

Ring Group Outbound Metrics

YES

Metric

MAX % Outbound Calls Connected

Maximum percentage of Outbound Calls Connected over Total Outbound Calls.

max

00.0%

Ring Group Outbound Metrics

YES

Metric

MAX % Outbound Calls Not Connected

Maximum percentage of Outbound Calls Not Connected over Total Outbound Calls.

max

00.0%

Ring Group Outbound Metrics

YES

Metric

MAX % Outbound Calls Voicemail

Maximum percentage of Outbound Calls Voicemail over Total Outbound Calls.

max

00.0%

Ring Group Outbound Metrics

YES

Metric

MAX CSAT Score

Highest CSAT score received.

max

0

Ring Group Outbound Metrics

YES

Metric

MAX Outbound Calls

Highest number of Outbound Calls recorded for the given time frame and Ring Group(s).

max

00

Ring Group Outbound Metrics

YES

Metric

MAX Outbound Calls Connected

Highest number of Outbound Calls connected recorded for the given time frame and Ring Group(s).

max

00

Ring Group Outbound Metrics

YES

Metric

MAX Outbound Calls Not Connected

Highest number of Outbound Calls not connected for the given time frame and Ring Group(s).

max

00

Ring Group Outbound Metrics

YES

Metric

MAX Outbound Calls Voicemail

Highest number of Outbound Calls where voicemails were recorded for the given time frame and Ring Group(s).

max

00

Ring Group Outbound Metrics

YES

Metric

MIN % Outbound Calls

Minimum percentage of Outbound Calls over Total Calls.

min

00.0%

Ring Group Outbound Metrics

YES

Metric

MIN % Outbound Calls Connected

Minimum percentage of Outbound Calls Connected over Total Outbound Calls.

min

00.0%

Ring Group Outbound Metrics

YES

Metric

MIN % Outbound Calls Not Connected

Minimum percentage of Outbound Calls Not Connected over Total Outbound Calls.

min

00.0%

Ring Group Outbound Metrics

YES

Metric

MIN % Outbound Calls Voicemail

Minimum percentage of Outbound Calls Voicemail over Total Outbound Calls.

min

00.0%

Ring Group Outbound Metrics

YES

Metric

MIN % Talk Time

Lowest percentage value for inbound talk time over Inbound Calls Total Duration.

min

00.0%

Ring Group Outbound Metrics

YES

Metric

MIN CSAT Score

Lowest CSAT score received.

min

0

Ring Group Outbound Metrics

YES

Metric

MIN Outbound Calls

Lowest number of Outbound Calls recorded for the given time frame and ring group(s).

min

00

Ring Group Outbound Metrics

YES

Metric

MIN Outbound Calls Connected

Lowest number of Outbound Calls connected for the given time frame and Ring Group(s).

min

00

Ring Group Outbound Metrics

YES

Metric

MIN Outbound Calls Not Connected

Lowest number of Outbound Calls not connected for the given time frame and Ring Group(s).

min

00

Ring Group Outbound Metrics

YES

Metric

MIN Outbound Calls Voicemail

Lowest number of Outbound Calls not connected where voicemails were left for the given time frame and ring group(s).

min

00

Ring Group Outbound Metrics

YES

Metric

Outbound Calls Connected

Calls initiated by the agent with a successful connection.
Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable).

sum

00

Ring Group Outbound Metrics

YES

Metric

Outbound Calls Not Connected

Calls that are hung up by the agent before the call is connected to voicemail or the customer.
Connection timed-out and call was not connected to the customer or voicemail.

sum

00

Ring Group Outbound Metrics

YES

Metric

Outbound Calls Voicemail

Calls initiated by the agent that ended with the agent leaving a voicemail.

sum

00

Ring Group Outbound Metrics

YES

Metric

Shortest Talk Time

The minimum value recorded for talk time in the given timeframe and Ring Group(s). 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

Ring Group Outbound Metrics

YES

Metric

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 the 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.

min

Ring Group Outbound Metrics

YES

Metric

Talk Time

Calculates the total 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.

sum

Ring Group Outbound Metrics

YES

Metric

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

Ring Group Outbound Metrics

YES

Metric