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 NameDescriptionCalculationMetric 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 calculationString
Start Time Initial timestamp for the given slot configured (10 minutes, 30 minutes or 1 hour).no calculationDate 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 TAGCount
Calls Missed Per Tag Number of missed calls per ring group.COUNT call type = missed TAGCount
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 tagTime 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 tagTime 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))*100Percentage
Max Delay Per Tag (max) Longest time callers waited for their call to be answered per tag.MAX wait time for call type = inboundTime in seconds
External Out Calls This is the total number of outbound calls per tag.COUNT call type = outboundCount
Outbound connected talk time This is the sum of talk time of outbound connected calls per tag.SUM talk time for call type = outboundTime 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 tagTime in seconds
Available Time Per Tag Time in the "available" status per tag.SUM time for status = Available per tagTime in seconds
On a Call Time Per Tag Time in the "on a call" status per tag.SUM time for status = On Call per tagTime 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 tagTime in seconds
** Offline Time per TagTime in the "offline" status per tag.SUM time for status = Offline per tagTime in seconds
Away Time Per Tag Time in the "Away" status per tag.SUM time for status = Away Time per tagTime in seconds
Lunch Time Per Tag Time in the "Lunch" status per tag.SUM time for status = Lunch Time per tagTime in seconds
Busy Time Per Tag Time in the "Busy" status per tag.SUM time for status = Busy per tagTime in seconds
[Custom Status] Time Per Tag Time in the "[Custom]" status per tag.SUM time for status = [custom] per tagTime in seconds