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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