Under each category you can read how different calls are classified and what is included under a type of call. For example, bounced - forwarded.
Live
- Agents ready:An agent is classified as ready when they are: logged in to the response group and available to receive calls in the response group. The number of agents ready is reported in relation to the number of agents ready + the number of busy agents, for example 1 out of 3.
- Busy agents:An agent is classified as busy when they are logged into the response group, and temporarily unavailable to receive calls. Being temporarily unavailable can be due to the agent being busy on an ongoing call, receiving a call attempt, being busy with follow-up work, or being temporarily busy in an activity state (with a remaining duration of max. 5 minutes).
- Waiting call: Number of waiting calls in the answering group, i.e. calls that have not yet been answered
- Ongoing call:Number of calls in progress in the response group
- Waiting time - current:Current longest wait time in the answering group. That is, if you have two calls waiting, the longest wait time is counted. When that call is answered, the number changes to the call that was previously the second longest.
Service level
- Service level: Percentage value, calls answered within set value, by the number of calls answered later than set value. For example, 8 out of 10 calls answered within set value means a service level of 80%. 90 seconds is the default.
Incoming
- Incoming - all:All incoming calls to the group. They also include bounced calls.
- Incoming - not bounced:All incoming calls to the group except bounced calls.
- Answered:All incoming calls answered by an agent
Answered
- Answered: All incoming calls that have been answered
- Answered – on time: All incoming calls that have been answered within the set service level.
- Answered – late: All incoming calls that have been answered outside the set service level.
Outgoing
- Outgoing calls: All outgoing calls
Bounced
- Bounced - all:All calls that bounced, meaning the call never reached the answering group. This can happen when someone calls outside your business hours or the caller hangs up while a welcome message is being played.
- Bounced - forwarded:Calls bounced and forwarded to another number or group
- Bounced - voicemail:Calls bounced and sent to voicemail
- Bounced - others:Other bounced calls (not forwarded and voicemail)
Missed
- Missed - all:All the group's missed, i.e. unanswered, calls, excluding bounced calls.
- Missed - early application:Missed calls where the caller hung up within the minimum value for your service level. That is, early hang up. The default value is 10 seconds.
- Missed - forwarded:Missed calls that were forwarded, for example via a maximum wait time setting.
- Missed - voicemail:Missed calls that went to voicemail, for example via a maximum wait time setting.
- Missed - others:Other missed calls (not forwarded & voicemail)
Times
- Waiting time, average - missed:Response group waiting time for missed calls, average. Total waiting time for missed calls divided by the number of missed calls.
- Waiting time, average - answered:Response group waiting time for answered calls, average value. Total waiting time for answered calls divided by the number of answered calls.
- Waiting time, average - all:Response group waiting time, average. Both missed and answered calls.
- Waiting time, latest - missed:The time the last missed call was waiting before they hung up
- Waiting time, latest - answered:The time the last answered call had to wait
- Talk time, average:Total call time, average. All calls in the group divided by the number of answered calls.
- Call time, latest:Time of last call in the group
Followed up
- Followed up - all:All tracked calls & SMS
- Followed - bounced:All tracked bounced calls, meaning the call never reached the answering group. This can happen when someone calls outside your business hours or the caller hangs up while a welcome message is being played.
- Followed up - missed:All followed-up missed calls, calls that you did not have time to answer
- Follow-up call:All follow-up calls
- Sent SMS:All followed up via SMS
Other
- Forwarded - all:All calls that have entered the group and been forwarded. Please note, this does not apply to calls that an agent forwards, but the group's rules forward the call to, for example, a fallback.
- Voicemail - all:All calls that have ended up in a voicemail for the response group
Graph
In the graph, the app plots all the response group's calls during the day. Depending on the type of call, the dot gets a color. If you hover your mouse pointer over a dot, you get more information. You can also click on a call type above the graph to exclude it.
Call types
- Bounced:Bounced calls, a bounced call can occur when someone calls you outside the answering group's opening hours.
- Missed:Not bounced calls that were missed, i.e. went unanswered
- Voicemail:Calls that have ended up in a voicemail can occur when the group is open and closed depending on the rules in the response group.
- Forwarded:Calls that have been forwarded to another answering group/number can occur when the group is open and closed depending on the rules in the group.
- Followed up:Beta function
- Answered:Calls answered in the group
- Ongoing:Ongoing conversations in the group
- Pending:Calls waiting in queue
Clarification & examples
If you compare the graph with the values in your metrics, they can sometimes differ. This is because a call in the graph can only have one color, while a call in the dashboard can be bounced - voicemail.
Here's how it works:
- In the dashboard, a call can bebounced - voicemail. It could be a call that has come in and has ended up in voicemail according to the group's rules. This could be due to queue time, being closed for lunch or similar.
- If you take the same call in the graph, it will be drawn as voicemail, because a call gets a color in the graph - which is the final destination.