Tags Breakdown

This report displays metrics per tag/ring group in intervals of one hour. The report includes a summary of ring group activity and compares their most relevant metrics, including calls offered, answered, missed and abandoned per ring group, average duration, speed of answer, service level and maximum delay per ring group (maximum time a customer waited in the waiting queue before the call was answered by an agent). This report also includes Missed Calls Within Service Level.

These are the available filters in the Tags Breakdown Report:

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

Metric Name

Description

Calculation

Metric Type

Tag

The ring groups dialed during the call. If the call was received on an agent’s dedicated phone number or was directly routed to an agent after being dropped using intelligent reconnect, it will display the agent’s name.

no calculation

String

Start Time

Initial timestamp for the given slot configured (10 minutes, 30 minutes or 1 hour).

no calculation

Date time

Calls Offered Per Tag

Number of inbound calls per ring group.

COUNT call type = inbound OR missed OR abandoned OR short abandoned or voicemail per TAG

Count

Calls Missed Per Tag

Number of missed calls per ring group.

COUNT call type = missed TAG

Count

Calls Abandoned Per Tag

Number of missed calls per ring group.

COUNT call type = abandoned TAG (does not include short abandoned)

Count

Avg Abandon Time Per Tag

This is the average amount of time per tag callers waited in your waiting queue for their call to be answered before hanging up, per ring group.

AVG waiting time for call type = abandoned per tag

Time in seconds

Avg Speed of Answer Per Tag

Average time it takes an agent to answer the call after it started ringing (When Inbound) per tag.

AVG speed of answer for call type = inbound per tag

Time in seconds

Calls on Service Level

Percentage of missed and answered calls received in business hours with waiting time inferior to the service level threshold per tag.

COUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed))*100

Percentage

Max Delay Per Tag (max)

Longest time callers waited for their call to be answered per tag.

MAX wait time for call type = inbound

Time in seconds

External Out Calls

This is the total number of outbound calls per tag.

COUNT call type = outbound

Count

Outbound connected talk time

This is the sum of talk time of outbound connected calls per tag.

SUM talk time for call type = outbound

Time in seconds

Calls Answered Per Tag

This is the total number of outbound calls per tag.

COUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed))

Count

Total Talk Time Per Tag

Total talk time of all inbound calls answered on this tag.

SUM talk time for call type = inbound per tag

Time in seconds

Available Time Per Tag

Time in the "available" status per tag.

SUM time for status = Available per tag

Time in seconds

On a Call Time Per Tag

Time in the "on a call" status per tag.

SUM time for status = On Call per tag

Time in seconds

After Call Work Time Per Tag

Time in the "after call work" status per tag.

SUM time for status = After Call Work per tag

Time in seconds

** Offline Time per Tag

Time in the "offline" status per tag.

SUM time for status = Offline per tag

Time in seconds

Away Time Per Tag

Time in the "Away" status per tag.

SUM time for status = Away Time per tag

Time in seconds

Lunch Time Per Tag

Time in the "Lunch" status per tag.

SUM time for status = Lunch Time per tag

Time in seconds

Busy Time Per Tag

Time in the "Busy" status per tag.

SUM time for status = Busy per tag

Time in seconds

[Custom Status] Time Per Tag

Time in the "[Custom]" status per tag.

SUM time for status = [custom] per tag

Time in seconds