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