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Inbound Call Metrics

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To analyze your inbound call metrics:

  • Start by clicking the "Reporting" section [1].
  • Select the "Inbound" 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 and Phone Numbers

By default the Inbound call metrics tab displays all calls received by your company, but it might be useful for you to only see calls received on specific phone numbers or ring groups. To do this, simply select from the drop down menus next to "Filter by Ring Group" [4] and/or "Filter by Phone Number" [5] to narrow your selection.

Evolution Graph

You can select the time interval by minute, hour, day, week or month to see the details in the chart for the number of calls in different types [6].

 

Inbound Total / Answered / Missed / Abandoned / Voicemail Metrics

Navigate through the different tabs below to see the different metrics available for your Inbound answered, missed, abandoned and voicemail call metrics:

 

Total Inbound Metrics

  • Total calls 1: number of inbound calls processed by the call center.
  • Answered calls 2: number of inbound calls answered by agents.
  • Missed calls 3: number of inbound calls that didn't reach any agent.
  • Abandoned calls 4: number of inbound calls with customers hanging up before the calls getting routed to an agent.
  • Short abandoned calls 5: calls that have entered the system but the customer disconnected before the configured threshold.
  • Voicemails 6: number of missed inbound calls for which a voicemail was left.

Inbound Answered Calls

For your inbound answered calls 1, you can analyze and compare those:

  • Completed during business hours 2: inbound calls answered by an agent during business hours.
  • Completed outside of business hours 3: inbound calls answered by an agent outside of business hours.
  • Completed while holding 4: number of inbound calls where the caller hung up while on hold after talking to an agent.
  • Completed while transferring 5: number of inbound calls where the caller hung up while being transferred to another agent. 

Inbound Missed Calls

You can also analyze and compare your inbound missed calls 1 that have been:

  • Missed during business hours 2: number of inbound calls that were missed during business hours.
  • Missed outside of business hours 3: inbound calls that were missed outside of business hours.
  • Missed offered 4: number of inbound calls that disconnected before an agent was offered the call.
  • Missed handled 5: number of inbound calls that were routed to an agent but the agent either did not answer or rejected the call.

Inbound Abandoned Calls

See how many of your inbound abandoned calls 1 were:

  • Abandoned in IVR 2: number of inbound calls abandoned while in the IVR.
  • Abandoned in waiting queue 3: number of inbound calls abandoned while in the waiting queue.
  • Short abandoned in IVR 4: percentage of short abandoned calls that occurred in the IVR.
  • Short abandoned in waiting queue 5: percentage of short abandoned calls that occurred in the waiting queue. 

Inbound Voicemail

Finally, for your inbound voicemails received 1, you can analyze and compare:

  • Voicemail during business hours 2: number of voicemails left during business hours.
  • Voicemail outside of business hours 3: number of voicemails left outside of business hours.
  • Voicemail from IVR 4: number of voicemails left from the IVR.
  • Voicemail from the waiting queue 5: number of voicemails left from the waiting queue.

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