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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