03/16/19 02:32 AM  

Analytics Portal - KPI Definitions

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SummaryListed on this article are KPI metrics and definitions and how they are measured on the Analytics Portal. If you need help with a metric or term not listed here, provide a feedback on this article so we can add the information you are looking for.
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Analytics Portal - KPI Definitions

 

Queue Performance Report KPIs
User Performance Report KPIs

KPI Parameters Frequently Asked Questions
 

Queue Performance Report KPIs
# InboundCount of all inbound calls to a queue calls
# AnsweredCount of all inbound calls answered on the queue
% AnsweredPercent of all inbound calls answered on the queue
# AbandonedCount of all queue calls that were not answered by a user (includes VM)
% AbandonedPercent of all queue calls that were not answered by a user (includes VM)
# VoicemailCount of all calls in a queue in which the user received a Voicemail
% VoicemailPercent of all calls in a queue in which the user received a Voicemail
Total Handle TimeTotal amount of time the user spent on calls in a queue
Avg. Handle TimeAverage duration of all calls from answered until terminated
Avg. Speed of AnswerAmount of time from when call started ringing until it was answered
Avg. Wait TimeAverage time a call waited in a queue
Longest Wait TimeLongest time a call waited in a queue
# Overflow AnsweredCount of calls from another, overflowed queue(s)
% Overflow AnsweredPercent of answered calls that came from other, overflowed queue(s)
Total Hold TimeDuration of hold time for calls selected
# HoldsAmount of holds for the calls selected
# Abandon (Hold)Count of calls that were abandoned while the caller was put on hold
# RefusedCount of all queue calls that were not answered by at least one user
Avg. Park TimeAverage time of all park durations
% SLAPercent of incoming calls answered during the desired time threshold to a total number of incoming calls


 
User Performance Report KPIs
Total CallsAll calls (answered, missed, parks off) routed to callee(s) or made by users
Avg. Calls/DayAverage inbound and outbound calls, daily per user
% InboundPercent of all users calls that were inbound (answered, missed, parks off)
# InboundCount of all inbound calls (answered, missed, parks off) dispatched to a user
% OutboundPercent of all users calls that were outbound
# OutboundCount of all outbound calls made by a user
# AnsweredCount of all inbound calls answered by a user
% VoicemailPercent of all calls in which the user received a Voicemail
# VoicemailCount of all calls in which the user received a Voicemail
% Missed (w/VM)Percent of user's inbound calls that were missed (including voicemails)
# Missed (w/VM)Amount of all user's inbound calls that were missed (including voicemails)
Total Handle TimeTotal amount of time the user spent on calls
Total Handle Time (in)Total duration handle time of all inbound calls
Total Handle Time (out)Total duration handle time of all outbound calls
Avg. Handle TimeAverage duration of all calls from answered until terminated
Avg. Handle Time (in)Average handle time of all inbound calls
Avg. Handle Time (out)Average handle time of all outbound calls
Total Hold TimeDuration of hold time for calls selected
# HoldsAmount of holds for the calls selected
Avg. Hold TimeAverage duration of hold time per call where a caller was put on hold
# TransfersCount of calls that were transferred
% TransferredPercent of calls that were transferred
Avg. Speed of AnswerAmount of time from when call started ringing until it was answered
# Abandon (Hold)Count of calls that were abandoned while the caller was put on hold
% AnsweredPercent of all inbound calls answered by a user
# Parks (on)Count of calls that were put on park
# Parks (off)Count of calls that were taken off park
Total Park TimeThe total time calls were on park
# Abandon (Park)Count of calls that were abandoned while the caller was put on Park
# RefusedCount of calls that rang to completion for a user and they did not pick up the call
Avg. Park TimeAverage time of all park durations
Total Call Sessions# Established connections. Can be several calls (e.g. due to transfers) within a call session

 

 

KPI Parameters Frequently Asked Questions
 

1. What is the difference between “Voicemail” vs % Missed (w/VM)


A: Example: a company got 100 inbound calls. 10 calls were not answered. 5 left a voicemail. 

% Missed (w/VM) - 10% (this means the percentage of missed calls including those that connected to the voicemail).

# / % Voicemails - 5 voicemails, 5% voicemail
 

2. How are Refused Calls counted?

A call was routed to a rotating queue, specifically the first user.

1. The first user didn’t pick up his phone

2. The call was re-routed to the second user and was answered.

Result: 

Call will be counted as answered i.e. + 1 to queue inbound call, + 1 to answered, +1 to refused

The first user gets +1 to refused 

The second user gets +1 to answered

On a queue level, refused is counted if at least one person didn’t pick up their phone regardless of the overall call result
 

3. When is a call counted as having gone to voicemail?

Voicemails are counted as such when the caller hangs up after beep signal.


4. What is the difference between the average speed of answer and average wait time? 

Average (avg) speed of answer is counted for answered calls only i.e. it is time of waiting until a call was answered. In other words, this is ringing time.
Average (avg) wait time is how much people wait in all cases, including abandoned or missed calls.


5. What would be the formula or computation on how to get the average speed of answer. 

This is average time a call spends in queue before being answered by a queue member. From caller’s perspective, this is queue greeting and ringing time. Doesn’t matter which user answers (first or second).

This formula includes actual ringing time (+ queue greeting for queues) prior to live talk with a user or a queue member (IVR is not included).

Scenario: A call is trying to connect
Time between calls being routed to a queue/ a user and actual phone pick up is relevant for answered calls only.

Missed or abandoned calls are not included in the formula.

6. How are abandoned calls determined and how can we check those calls?
 
If none of the queue members answered a call (there was no live talk), the call is counted as abandoned for this particular queue. However, if the call is forwarded and answered on the overflow call queue, it will be counted as answered on that queue.
 

7. What’s the difference between call sessions (Caller’s perspective) and calls (Callee’s perspective) in call details

A session is a call from a caller’s perspective and it includes all user’s calls or phases. There could be several calls within one session. See the diagram below:


User-added image
 

8. Difference between Refused, Abandoned, and Missed Calls

Abandoned calls are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail. These can be seen in the calls tab by filtering for specific queues. Since we cannot point to a specific user who abandoned the call, it is named abandoned, not missed. 

Missed calls can be for users only (vs queues). It’s a situation when a caller hangs up before the user answered the call. The user’s phone was ringing but was not answered. However, it is possible for the call to also be listed as answered if the user has a ring group/call forwarding and the call is answered by the user's forwarding number.

Refused calls are calls that entered a queue then routed to an extension. The initial extension didn’t pick up and the call was routed to the next ext. Was it answered or not is out of focus.
 

Are refused also counted as abandoned? 
Refused Calls will be counted as abandoned if the call was never picked up by any extension.

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