Statistic

Explanation

Inbound Calls

Inbound ACD calls into the call center.

Answered Calls

Calls to the queue that were answered by an Agent.

Calls in Queue

Calls currently in the queue.

Longest Wait Time

The longest wait time for any calls currently in queue.

Average Wait Time

The average wait time for a call center is the total wait time till the calls are offered to an agent (FIRST passed to an agent, bounced calls are not considered) / by the number of calls which were offered to agents.

Abandoned Calls

This is a caller that hung up while in queue.

Missed Calls

This is calls into the call center that were Missed. The following call outcomes will count as a Missed Call: abandoned calls, transferred calls, escaped calls, overflowed [wait time] calls, overflowed [queue size] calls

Bounced Calls

Calls that were bounced by an Agent.

Escaped Calls

Calls that left the queue when the caller elected to press 0 to escape.

Supervisor Transferred

This is a call that was transferred out of the queue by a Supervisor.

Overflowed Calls –Wait Time

Calls that were overflowed because the wait time exceeded the overflow timer configured for the call center

Overflowed Calls –Queue Size

Calls that were overflowed because the maximum queue length configured for the call center was exceeded

Overflowed Calls

Calls that are overflowed because of maximum queue length and wait time exceeded.

Staffed Ratio

The total number of agents in Sign-In, Available, Unavailable, Wrap-Up out of the total number of agents assigned to the queue, expressed in this format: 4/9, 5/11 etc.

Inbound Call Duration

The total duration of all ACD calls taken by Agents of the call center

Inbound Average Call Duration

Calculated as Inbound Total Call Duration divided by Answered Calls

Outbound Calls

All calls made by Agents as the call center using outbound DNIS

Outbound Call Duration

The total duration of all calls made by Agents as the call center using outbound DNISd

Outbound Average Call Duration

The average call duration of calls by Agents as the call center using outbound DNIS

Total Calls

The combined inbound ACD and outbound DNIS calls made by Agents of the call center

Total Call Duration

The combined call duration for inbound ACD and outbound DNIS calls made by Agents of the call center

Total Average Call Duration

The average call duration for inbound ACD and outbound DNIS calls made by Agents of the call center. Calculated as Total Call Duration divided by Total Calls

Stranded Calls

Calls that are in the queue when the last agent staffing the queue “unjoins” the queue or signs out.

Agents Available

No of agents that are currently in “available” ACD state.

Average Abandoned Time

The average wait duration before a call abandons. Calculated as Abandoned Call Duration divided by Abandoned Calls.

Call Center Status

Premium Call Center has three states depend upon the configuration Open, Night Service and Forced Forward. Open state is when Night Service and Forced Forward is disabled.

Bounced Calls Percentage

Bounced Calls as percentage of Inbound Calls

Supervisor Transferred Percentage

Transferred Calls as percentage of Inbound Calls

Escaped Calls Percentage

Escaped Calls as percentage of Inbound Calls

Overflowed Calls Percentage

Overflowed Calls as percentage of Inbound Calls

Answered Calls Percentage

Answered Calls as percentage of Inbound Calls

Missed Calls Percentage

Missed Calls as percentage of Inbound Calls

Inbound Calls Percentage

Inbound Calls as percentage of Total Calls

Outbound Calls Percentage

Outbound Calls as percentage of Total Calls

Service level 1

Number of calls answered within service level 1 in that particular interval.

% Within Service Level 1

Number of calls answered within service level 1 / Number of calls answered, abandoned, overflow or transferred in that particular interval.

Service Level 1 Average

Cumulative sum of % Within Service Level 1 /Number of times Service Level 1 was calculated.

Service level 2

Number of calls answered within service level 2 in that particular interval.

% Within Service Level 2

Number of calls answered within service level 2 / Number of calls answered, abandoned, overflow or transferred in that particular interval.

Service Level 2 Average

Cumulative sum of % Within Service Level 2 /Number of times Service Level 2 was calculated.

Service level 3

Number of calls answered within service level 3 in that particular interval.

% Within Service Level 3

Number of calls answered within service level 3/ Number of calls answered, abandoned, overflow or transferred in that particular interval.

Service Level 3 Average

Cumulative sum of % Within Service Level 3 /Number of times Service Level 3 was calculated.

Service level 4

Number of calls answered within service level 4 in that particular interval.

% Within Service Level 4

Number of calls answered within service level 4/ Number of calls answered, abandoned, overflow or transferal in that particular interval.

Service Level 4 Average

Cumulative sum of % Within Service Level 4 /Number of times Service Level 4 was calculated.

Service level 5

Number of calls answered within service level 5 in that particular interval.

% Within Service Level 5

Number of calls answered within service level 5/ Number of calls answered, abandoned, overflow or transferred in that particular interval.

Service Level 5 Average

Cumulative sum of % Within Service Level 5/Number of times Service Level 5 was calculated.

Current Handle Time

Handle Time for a call is talk time, hold time and wrap-up time combined. This statistic is the total Handle Time divided by the number of Inbound ACD calls (Provided from Broadworks)

Current Speed of Answer

This is the total wait time in queue and ringing time on an Agents station combined, divided by the total number of Inbound ACD calls (Provided from Broadworks)

Agents Awaiting Call

No of agents that are currently in “available” ACD state and whose hook state is “on hook”.

Statistic

ACD/Non-ACD stat

Explanation

Inbound Calls

Agent / User based on "Include Call Center calls "

Total ACD / non ACD calls received by the Agent/User.

Answered Calls

Agent / User based on "Include Call Center calls "

The number of ACD / non ACD calls answered by the Agent/User.

Bounced Calls

Agent only (ACD)

Calls that were delivered to the Agent that were not answered and bounced to the next available Agent.

ACD State

Agent only (ACD)

The Agent's current ACD state.

ACD State Start Time

Agent only (ACD)

The time the Agent entered their current ACD state.

Answered Calls

Agent / User based on "Include Call Center calls "

The number of ACD / non ACD calls answered by the Agent/User.

ACD State Duration

Agent only (ACD)

The total duration that the Agent has been in their current ACD state.

Inbound Call Duration

Agent / User based on "Include Call Center calls "

Total duration of ACD / non ACD calls answered by the Agent/User.

Inbound Call Duration Percentage

Agent / User based on "Include Call Center calls "

Inbound Call Duration as percentage of Total Call Duration.

Inbound Average Call Duration

Agent / User based on "Include Call Center calls "

Calculated as the Inbound Call Duration divided by Answered Calls.

Inbound ACD Average Call Duration

Agent only (ACD)

Calculated as the Inbound ACD Call Duration divided by Answered Calls.

Outbound Calls

Agent / User based on "Include Call Center calls "

Total calls made either by the Agent as the call center using outbound DNIS or by the User from VoIP.

Outbound Internal Calls

Agent / User based on "Include Call Center calls "

Total calls made either by the Agent using outbound DNIS or by the User from VoIP inside his Group/Enterprise.

Outbound External Calls

Agent / User based on "Include Call Center calls "

Total calls made either by the Agent using outbound DNIS or by the User from VoIP outside his Group/Enterprise.

Outbound ACD Calls

Agent only (ACD)

Total calls made by the Agent using outbound DNIS.

Outbound Call Duration

Agent / User based on "Include Call Center calls "

Total call duration either for an Agent as call center using outbound DNIS or for a non-ACD user.

Outbound Call Duration Percentage

Agent / User based on "Include Call Center calls "

Outbound Call Duration as percentage of Total Call Duration.

Outbound Average Call Duration

Agent / User based on "Include Call Center calls "

Outbound Average Call Duration is Calculated as Outbound Total Call duration divided by Outbound Total Calls.

Total Calls

Agent / User based on "Include Call Center calls "

Sum of inbound ACD & outbound DNIS calls made by the agent along with inbound & outbound calls made by that user.

Total Call Duration

Agent / User based on "Include Call Center calls ")

Total call duration of inbound ACD & outbound DNIS calls made by the agent along with inbound & outbound calls made by that user.

Total Average Call Duration

Agent / User based on "Include Call Center calls "

Total Call Duration divided by Total Calls.

Total ACD Calls

Agent only (ACD)

The total inbound ACD calls taken combined with the total outbound DNIS calls made by the Agent.

Total ACD Call Duration

Agent only (ACD)

Total duration for ACD calls taken combined with the total outbound DNIS calls made by the Agent.

Total ACD Average Call Duration

Agent only (ACD)

Average call duration for inbound ACD and outbound DNIS calls calculated as Total ACD Call Duration divided by Total ACD Calls.

Transferred Calls

Agent / User based on "Include Call Center calls "

The number of ACD/non ACD calls transferred by the Agent/User.

Inbound Idle

Agent / User based on "Include Call Center calls "

The time since the last Inbound call received by the Agent/User in a telesales environment.

Answered Calls Percentage

Agent / User based on "Include Call Center calls "

Answered Calls as percentage of Inbound Calls.

Bounced Calls Percentage

Agent only (ACD)

Bounced Calls as percentage of Inbound Calls.

Outbound Idle

Agent / User based on "Include Call Center calls "

The time since the last outbound call was made by the Agent/User in a telesales environment.

Hook State

Agent / User based on "Include Call Center calls "

The on-call status of the Agent/User.

Hook State Duration

Agent / User based on "Include Call Center calls "

The duration that the Agent/User has been in the on-call status.

ACD And Hook state

Agent only (ACD)

The Agent’s current ACD state and Hook state.