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Numbers Metrics

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To analyze your numbers call metrics:

  • Start by clicking the "Reporting" section [1].
  • Select the "Numbers" tab [2].
  • Choose the desired time period for your analysis by clicking the calendar icon on the top right corner [3].

 

Calls Filters: Ring Groups 

By default the Numbers metrics tab displays all phone numbers, but it might be useful for you to only see phone numbers' metrics per ring groups. To do this, simply select from the drop down menu next to "Filter by Ring Group" [4] to narrow your selection.

Evolution Chart Per Phone Number

The chart [5] shows the total number of calls placed and received using the selected phone numbers during a specific time frame segmented by call type.  

 

Numbers Metrics

  • Service level: percentage of inbound calls to the number that were handled within the service level threshold.
  • Inbound calls: number of inbound calls that reached the number.
  • Outbound calls: number of outbound calls using the number.

Detailed Metrics per Phone Number

You can also find additional information for each phone number by clicking on the "Details" link [9] next to it.

Metrics per phone number:

  • Total calls [10]: total number of inbound and outbound calls handled using this phone number.
  • Service level [11]: the percentage of inbound calls answered on this phone number below the target threshold for the selected time frame.
  • Waiting queue [12]: average number of calls waiting in this phone number's queue.
  • Total waiting time [13]: total time callers waited for their calls to be answered on this phone number.
  • Average waiting time [14]: average time callers waited for their calls to be answered on this phone number.
  • Longest waiting time [15]: longest time a caller waited for a call to be answered on this phone number.
  • Average abandonment time [16]: average time a caller waited for the call to be answered before giving up.

Inbound/Outbound Phone Metrics

Start by selecting from the "Inbound"or ”Outbound” button [17] on the right end of the central bar.

General indicators:

  • Answered calls [18]: total number of inbound calls answered on this phone number / outbound calls placed by this phone number that were answered.
  • Total duration [19]: total duration of all inbound calls handled by this phone number / outbound calls placed that were answered.

Inbound/Outbound calls evolution graph [20]:

  • Number of inbound calls received on this phone number during a specific time frame segmented by call type.
  • Number of outbound calls placed using this phone number during a specific time frame segmented by call type.
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