| Metric type |
Description |
| Total Calls |
The sum total of all calls |
| QOpportunities |
Number of times queue calls are dispatched to a queue member regardless of the user’s response. If the call center routes a single call multiple times, that call will account for multiple QOpportunities. |
| Queue SLA |
Inbound calls answered within the queue service-level time threshold |
| Origin |
Breakdown of calls based on origin |
| Internal |
Calls that didn’t involve any participants outside of the company |
| External |
Calls that involved at least one participant outside of the company. Also includes public switched telephone network (PSTN) calls. |
| Direction |
Breakdown of calls based on direction |
| Inbound |
The total number of calls received by company users |
| Outbound |
The total number of calls dialed by company users |
| Call Response |
Breakdown of calls based on initial action |
| Answered |
Inbound calls answered by a user (including at least one live talk segment) |
| Not Answered |
Inbound calls not answered by a user (includes no live talk segments) |
| Connected |
Outbound calls connected to the dialed number |
| Not Connected |
Outbound calls not connected to the dialed number. Includes wrong numbers, abandoned calls, and other such issues. |
| Call Type |
Breakdown of calls based on their origin type |
| Inbound Direct |
Inbound calls, including IVR calls, calls from other extensions and calls from direct numbers. Excludes queue calls, overflow calls, transfers, and park retrievals. |
| Queue Calls |
Inbound calls that originated in a queue, regardless of call response |
| Overflow Calls |
User-handled calls that originated from another queue |
| Park Retrievals |
Calls that users retrieved from parked extension |
| Transferred Calls |
Calls dispatched to an extension after being transferred. |
| Outbound |
Calls connected to the dialed number |
| Internal |
Voice calls within the company |
| Actions |
Breakdown by individual actions that took place in inbound answered calls. NOTE: A single call can include multiple actions. |
| Holds On |
Actions in which a user put a call on hold |
| Holds Off |
Actions in which a user took a call off hold |
| Parks On |
Actions in which a user put a call on park |
| Parks Off |
Actions in which a user retrieved a call from park |
| Transfers |
Actions in which a user performed a warm or cold transfer |
| Result |
Breakdown of segments or calls based on how they ended |
| Completed |
A call or call segment that had live talk in inbound or was connected in outbound |
| Abandoned |
A call or call segment that a caller ended during ringing, hold, or transfer. |
| Missed with voicemail |
A call or call segment that ended in a voicemail |
| Missed without voicemail |
A call or call segment that rang for the maximum configurable time, was disconnected, and didn’t result in a voicemail |
| Accepted |
A call that ended at an IVR |
| Call Segment |
Breakdown by different periods of a call |
| Ringing |
Time calls spent ringing |
| IVR Prompt |
Time calls spent in IVR |
| Live Talk |
Time calls spent on a live conversation |
| Hold |
Time calls spent on hold |
| Park |
Time calls spent on park |
| Transfer |
Time calls spent on transfer |
| Voicemail Greeting |
Time calls spent on voicemail prompt before message is recorded |
| Voicemail |
Time calls spent recording voicemail |
| Setup |
Time calls spent connecting to recipient’s device |
| Ending Party |
Breakdown by a party which ended a call. Parties include a caller, a callee, and the system. |
| Caller |
Number of calls ended by the party who dialed them |
| Callee |
Number of calls ended by the party who answered them |
| System |
Number of calls disconnected by a phone system |
| Company Hours |
Breakdown by schedule. The hours are tracked on a company level only. |
| Business Hours |
Calls that took place during a company’s business hours |
| After Hours |
Calls that took place after a company’s business hours |
