15-Mar-2021
Article :011844

Listed 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 feedback on this article so we can add the information you are looking for.

Analytics Portal KPI Definitions

Queue Performance Report KPIs

User Performance Report KPIs

KPI Parameters Frequently Asked Questions

 

 

 Queue Performance Report KPIs
 # Inbound  Count of all inbound calls to a queue calls
 # Answered  Count of all inbound calls answered on the queue
 % Answered  Percent of all inbound calls answered on the queue
 # Abandoned  Count of all queue calls that were not answered by a user (includes VM)
 % Abandoned  Percent of all queue calls that were not answered by a user (includes VM)
 # Voicemail  Count of all calls in a queue in which the user received a Voicemail
 % Voicemail  Percent of all calls in a queue in which the user received a Voicemail
 Total Handle Time  Total amount of time the user spent on calls in a queue
 Avg. Handle Time  Average duration of all calls from answered until terminated
 Avg. Speed of Answer  Amount of time from when call started ringing until it was answered
 Avg. Wait Time  Average time a call waited in a queue
 Longest Wait Time  Longest time a call waited in a queue
 # Overflow Answered  Count of calls from another, overflowed queue(s)
 % Overflow Answered  Percent of answered calls that came from other, overflowed queue(s)
 Total Hold Time  Duration of hold time for calls selected
 # Holds  Amount of holds for the calls selected
 # Abandon (Hold)  Count of calls that were abandoned while the caller was put on hold
 # Refused  Count of all queue calls that were not answered by at least one user
 Avg. Park Time  Average time of all park durations
 % SLA  Percent of incoming calls answered during the desired time threshold to a total number of incoming calls

 

 

 

 User Performance Report KPIs
 Total Calls  All calls (answered, missed, parks off) routed to callee(s) or made by users
 Avg. Calls/Day  Average inbound and outbound calls, daily per user
 % Inbound  Percent of all users calls that were inbound (answered, missed, parks off)
 # Inbound  Count of all inbound calls (answered, missed, parks off) dispatched to a user
 % Outbound  Percent of all users calls that were outbound
 # Outbound  Count of all outbound calls made by a user
 # Answered  Count of all inbound calls answered by a user
 % Voicemail  Percent of all calls in which the user received a Voicemail
 # Voicemail  Count 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 Time  Total 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 Time  Average 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 Time  Duration of hold time for calls selected
 # Holds  Amount of holds for the calls selected
 Avg. Hold Time  Average duration of hold time per call where a caller was put on hold
 # Transfers  Count of calls that were transferred
 % Transferred  Percent of calls that were transferred
 Avg. Speed of Answer  Amount 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
 % Answered  Percent 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 Time  The total time calls were on park
 # Abandon (Park)  Count of calls that were abandoned while the caller was put on Park
 # Refused  Count of calls that rang to completion for a user and they did not pick up the call
 Avg. Park Time Average 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

 

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

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

 

How are Refused Calls counted?

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

● The first user didn’t pick up his phone

● 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

 

When is a call counted as having gone to voicemail?

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

 

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.

 

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

This is the average time a call spends in a queue before being answered by a queue member. From the 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.

 

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.

 

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:

 

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 answers 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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Tags - Rainbow Office, Analytics, Admin, Administration, Report, Statistic

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