Nextiva Voice Analytics Metrics Glossary

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

 

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Updated on January 9, 2020

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