Note that the same metric can be used for multiple groups, depending on which calculations can be applied to the metric, e.g. International Talk Time.
- Count: Count of all values of the respective entity that meet any filter criteria over the selected breakdown period.
Example: Total Outbound Calls for the selected period. - SUM: The sum of all metric values, e.g. the talk time of all calls that meet any filter criteria over the selected breakdown period.
Example: Total inbound talk time of all calls for the selected period. - MAX: The highest metric value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
Example: Longest inbound talk time for user’s calls for the selected period. - MIN: The lowest value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
Example: Min.International calls value for user’s calls for the selected period. - AVG: The average metric value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
Example: Avg. Missed calls value for user’s calls for the selected period. - % OF TOTAL: The % of metric compared to the Total metric value.
Example: % Inbound calls.
|
Metric |
Description |
Groups/ Calculations |
|
Calls |
All calls (Inbound + outbound) |
Count, Avg., Max., Min. |
|
Inbound Calls |
Calls to a number inside the customer’s network |
Count, Avg., Max., Min., % of Total |
|
Outbound Calls |
Calls originating from a number inside the customer’s network, e.g. agent to customer, auto-attendant to agent, call group to agent |
Count, Avg., Max., Min., % of Total |
|
Answered Calls |
The sum of inbound and outbound calls that were connected to a person or voicemail |
Count, Avg., Max., Min., % of Total |
|
Missed Calls |
Inbound calls that were not connected, i.e. neither to a person nor voicemail |
Count, Avg., Max., Min., % of Total |
|
Unique Inbound Calls |
Inbound calls from unique external numbers |
Count, Avg., % of Total |
|
International Calls |
Outbound calls to international numbers, originating from users within the network |
Count, Avg., Max., Min., % of Total |
|
Toll-Free Calls |
Toll-free calls received (includes Inbound only) |
Count, Avg., Max., Min., % of Total |
|
Internal Calls |
Calls originating from or terminating at a number within the customer’s network |
Count, Avg., Max., Min., % of Total |
|
External Calls |
Calls originating from or terminating at a number outside the customer’s network |
Count, Avg., Max., Min., % of Total |
|
Total Talk Time |
The time from when the agent picks up the phone to talk to the customer to when either one of them ends the call (Total talk time = End time of call – Start time of call) |
Sum, Max. |
|
Inbound Talk Time |
Talk time of inbound calls |
Sum, Avg., Max., % of Total |
|
Outbound Talk Time |
Talk time of outbound calls |
Sum, Avg. Max., % of Total |
|
Toll-Free Talk Time |
Talk time of toll-free calls |
Sum, Avg. Max., % of Total |
|
International Talk Time |
Talk time of international calls |
Sum, Avg. Max., % of Total |
|
Answered by Voicemail |
Inbound calls forwarded and answered by voicemail |
Count, Avg., % of Total |
|
Forwarded Calls |
Inbound calls forwarded to a different number |
Count, Avg., % of Total |
