Live Statistics

Call Center supervisors have the option to have a set of statistics shown in their portal landing page for all queues in the system. These have the fields below with the ability for supervisors to control which fields they see, as well as what thresholds set off color changes in the statistics to help identify problems proactively.

Call Center Supervisor Live Statistics Fields

Call Center Supervisor Live Statistics Fields

ABDN

Abandon Rate

Abandoned Calls

AHT

Average Handling Time

AWT

Average Wait Time

Calls Answered

Call Volume

Caller Waiting

Service Level

ABDN

Name

Abandon Rate

Metric

Percentage

Description

The percentage of calls that hang up after they reach the queue but before they are answered by an agent.

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Historical Reports

Call Center Supervisors also have access to a number of historical reports that can either be run manually, or scheduled to run and email to the supervisor or others who need access to the information. Those reports, along with details on their columns and meaning are listed below.

Queue Stats

Queue statistics reports on the behavior and performance of the queue as a whole, as opposed to individual agents in the queue.

Queue Statistics Historical Report Fields

Queue Statistics Historical Report Fields

AAC

Adjusted Abandoned Calls

AAR

Adjusted Abandon Rage

Abandoned Calls

ACO

Adjusted Calls Offered

ACW

Average Call Disposition Time

Average Hold Time

AHT

Average Handle Time

Abandon Rate

AST

Calls Assisted

ATT

Average Talk Time

AWT

Average Wait Time

Callbacks

Calls Handled

Calls Offered

Percentage of Dial Transfers

FWD

Forward

Service Level

Voicemail

VOL

Call Volume

AAC

Name

Adjusted Abandoned Calls

Metric

Count

Description

Number of calls that reached the queue but hung up before being answered by an agent excluding those that lasted less than 10 seconds.

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Agent Stats

The Agent Statistics report details the behavior and performance of individual agents in their respective queues as opposed to tracking the queue as a whole.

Agent Statistics Historical Report Fields

Agent Statistics Historical Report Fields

ACW

Average ACW Time

Average Hold Time

AHT

Average Handling Time

AST

Assisted Calls

ATT

Average Talk Time

Calls Handled

Inbound Call Attempts

IANS

Inbound Calls Answered

IAVG

Inbound Average Talk Time

Inbound Minutes

Missed Calls

OANS

Outbound Calls Answered

OATT

Outbound Attempts

OAVG

Outbound Average Talking Minutes

Outbound Talking Minutes

Talk Time

ACW

Name

Average ACW Time

Metric

Time

Description

Average minutes and seconds (00:00 format) an agent spent between the end of a call and entering a call disposition.

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Agent Availability

The agent availability report shows how much time and when an agent was available for queue calls.

Agent Availability Report Fields

Agent Availability Report Fields

Break

Lunch

Meeting

Other

QAM

Queue Available Minutes

QUM

Queue Unavailable Minutes

Web

Name

Break

Metric

Count

Description

Number of minutes agent was logged in and had their status set to break.

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Dialed Number Stats

The call center can also report on call statistics based on the number that was called instead of the call queue they ended up at. This is helpful to track where traffic is coming from, a campaign that uses a unique number, or to evaluate if a certain part of the business is responsible for certain types of calls or problems.

Dialed Number Statistics Historical Report Fields

Dialed Number Statistics Historical Report Fields

AAC

Adjusted Abandoned Calls

AAR

Adjusted Abandon Rage

Abandoned Calls

ACO

Adjusted Calls Offered

ACW

Average Call Disposition Time

Average Hold Time

AHT

Average Handle Time

Abandon Rate

AST

Calls Assisted

ATT

Average Talk Time

AWT

Average Wait Time

Callbacks

Calls Handled

Calls Offered

Percentage of Dial Transfers

FWD

Forward

Service Level

Voicemail

VOL

Call Volume

AAC

Name

Adjusted Abandoned Calls

Metric

Count

Description

Number of calls that reached the queue but hung up before being answered by an agent excluding those that lasted less than 10 seconds.

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Abandoned Calls Log

Supervisors can also run an abandoned calls log for a given period of time. This lists each abandoned call during that time with the following details

Queued at - The timestamp when the call entered the queue (not necessarily the same as when it entered the system)

Released at - The timestamp when the caller disconnected (this could be because they hung up, or because their phone or another carrier experienced a problem)

From Name - The caller ID name of the caller

From - The caller ID of the caller

Queue - The call queue they were in when they abandoned

Queue Name - The name of the call queue they were in when they abandoned

Dialed No. - The phone number they dialed to reach the system

Wait Time - The total amount of time they were waiting in queue before the disconnected.