Call queue real-time analytics and historical KPIs glossary in zoom

In the following list, we have provided a list of all the KPIs available in the call queue real-time dashboard and historical dashboard.

This article covers:

• Call result KPIs

• Member availability KPIs

• Members Performance KPIs

• Alert notification KPIs

Call result KPIs

In the real-time analytics dashboards as well as the historical dashboards, the following call result KPIs are available:

• Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN): Refers to inbound calls that have been abandoned by the caller the moment the call is placed. The number and percentage are only displayed on the real-time dashboard in real time.

• Active Calls / Active Calls (IN): As the name implies, this is a measure of how many calls have been routed by the queue and are currently being handled by that queue member.

• Answered Calls / Answered Calls (OUT) / Answered (OUT): In this case, the outgoing call from the call queue was connected to the recipient’s phone number.

• Answered by Other: A measure of how many calls are answered by team members other than the one answering the call. In addition to call queues, it can also be applied to shared lines and shared appearances.

• Average Call Handling Time / Avg. Call Handling Time / Avg. Call Handling Time (IN): This is the total amount of time it takes for a call to be answered, held, wrapped up, and then concluded. There is a display of the time in minutes and seconds.

• Avg. Call Holding Time (IN): Is the sum of the holding times of the queue members associated with a call, divided by the number of calls that are being held.

• Average Call Waiting Time / Avg. Call Waiting Time / Avg. Call Waiting Time (IN): This is an indication of how much time callers spend waiting in a queue on an average. Minutes and seconds are displayed in the table.

• Calls on Hold / Calls on Hold (IN): Refers to how many calls are on hold in the current queue of inbound calls.

• Completed Calls / Completed Calls (IN) / Completed (IN): Calls that were received by a member of the call queue and answered by them. Numbers and percentages are only displayed on the dashboard in real-time.

• Declined Calls (IN): This is a measure of how many inbound queue calls have been declined by the member associated with the call. As a result, they clicked the option to decline the call in the notification that appeared when the call was received.

• Extension Type: Extensions that are members of the call queue are classified as Extension Types. Users of phones or phones in the common area can only join call queues if they are phone users or common area phones.

• Forwarded to Voicemail / Forwarded to Voicemail (IN) / Forward to voicemail (IN): Inbound calls that have been forwarded to the voicemail for the call queue. Numbers and percentages are only displayed on the dashboard in real-time when the data is updated.

• Handling Time: Refers to the time it takes for a member to speak to an inbound caller and the time it takes for the call queue to wrap up.

• Held Calls / Held Calls (IN): A measure of how many calls have been placed on hold.

• Inbound Calls / Inbound Call Volume: The number of calls that make it to the queue of inbound calls. There is an Inbound Call Volume chart on the historical dashboard which indicates the number of inbound calls that have been added to the call queue, broken down by the result of those calls, such as completed calls or abandoned calls.

• Longest Call Waiting Time / Longest Call Waiting Time (IN): The number of minutes and seconds that a caller spent waiting in the queue associated with his or her call. Minutes and seconds are displayed on the screen.
  

  Note: If you would like to review the historical detailed report for certain calls in order to view call waiting times, click here. 

• Missed/Missed Calls: This is the number of calls that were not answered during business hours, including those that were forwarded to voicemail.

• Outbound Call Volume: This is the amount of calls that are being placed from the associated call queue to the outside world. In the historical dashboard, there is a chart that shows the number of outbound calls made to the call queue categorized by answered and unanswered calls displayed in the Outbound Call Volume chart.

• Overflowed Calls / Overflowed Calls (IN) / Overflow (IN): Calls that are inbound that have overflowed to another destination based on how the call queue is configured. The number of overflowed calls is displayed both in real-time and in historical reports, depending on the queue or group of queues. By clicking on the queue’s name in the Call Queues section of the analytics dashboard, you can find the breakdown of this KPI when you view the real-time analytics dashboard for a specific queue:

  • After Hours: After-hours calls that are received outside the queue’s business hours or outside the member’s business hours (if the member has the option to set his or her own business hours) and are overflowed depending on the settings of the call queue. The key performance indicators for this KPI are as follows:

    • Forwarded to Voicemail (blue shaded): Calls which have been forwarded to voicemail outside normal business hours.

    • Forwarded to others (blue shaded): Outside business hours calls were forwarded to another extension or external number based on the call handling settings, delegation settings, or another call queue based on the call handling settings, delegation settings, and other call handling settings.

  • Within Business hours: This refers to calls which were received during the queue’s business hours, or the member’s business hours (if the member has the option of setting their own business hours), and overflowed according to the settings of the call queue. As part of this KPI, the following items will be measured:

    • Forwarded to Voicemail (red shaded): These are the calls that have been forwarded to voicemail during business hours.

    • Forwarded to others (red shaded): In order to provide you with the best possible customer service, call handling settings, delegation settings, or other call queue settings may dictate that your calls are forwarded to other extensions or external numbers.

• Receive Call Queue: Allows you to either display the opt-out reasons (if such a setting is in place) or change whether members receive calls from the queue.

• Service Level: This is the percentage of calls answered within a certain timeframe (the default timeframe is 30 seconds). During the call queue’s closed hours (when there are no inbound calls) the analytics dashboard will display No Calls during real-time analytics. Basically, this is calculated by taking all calls that are received in less than the threshold (default is 30 seconds) and dividing it by all the calls that are answered or completed by the queue members.
  

    Note: In the real-time or historical dashboard, it is possible to modify the threshold used to calculate the Service Level, depending on your needs.

• Total Inbound Calls: Refers to the number of inbound calls that are currently waiting in the call queue.

• Unanswered Calls / Unanswered Calls (OUT) / Unanswered (OUT): During the outbound call process, there was a problem connecting the call to the recipient. As an example, the receiving party may have been busy or rejected the call due to some reason. In addition, there is also the possibility that the receiving party has blocked the call because of its settings.

• Waiting Calls / Waiting Calls (IN): These are inbound calls that have not been answered yet, but are waiting in the queue to be answered.

• Waiting Time: How long it takes for a member of the team to respond to an inbound caller after they have placed it in the queue.

• Wrap-up Time: You can specify the amount of time that must elapse before the next queue call is routed to a member.

Member availability KPIs

The following KPIs can only be viewed by admins in a real-time dashboard, as well as the following KPIs. According to the historical dashboard, these are also known as the Call Status.

• Available: This number represents how many members of the call queue are available to receive notifications when they are notified of new calls. The presence status of the user is not taken into account when calculating this statistic. Based on the following formula, this statistic can be calculated as follows:

  • A queue member’s business hours are currently during the time when they are operating
    

    Note: Queue admins have the ability to control whether members have the ability to set their own business hours or not. 

  • In a call that is active or held, the number of members is less than

  • In this case, the number of members who have opted out of receiving calls from the queue selected by the member has been reduced

  • The wrap-up meeting had a smaller number of members than expected

• Active Call: The members of the call queue are on inbound calls that are being routed.

• On other call: Members that have not answered an inbound call queue call that was placed to them. Therefore, this KPI consists of the following components:

  • Call queue numbers have been used by members to call out to the queue

  • A member who is in an inbound or outbound call that is private; such as, for example, using their personal phone number as opposed to the call queue number, or any other number that differs from the call queue number

• Hold Call: Members that placed their queue call on call.

• Wrap-up: Members that recently end their queue call and are in the wrap up time specified in the call queue settings.

• Opt-out: Call queue members who have chosen not to receive call notifications as they are not interested in receiving them.

• Unavailable: This category is for members who do not fit in any of the above categories. As an example, there are members who have their status set to DND (do not disturb).

• Total Members: A number representing how many members are currently in the queue for the selected call.

Members Performance KPIs

When you choose a site to select, those KPIs will be visible, but if you choose all sites, they will not be visible at all.

• Call Status: Whether the call was received as unavailable, available, or opted-out, depending on the status of the call.

• Inbound Call Volume: The number of calls that an agent receives each day.

• Completed Calls (IN): This is the number of calls that the agent has received and completed.

• Missed: This refers to the number of calls that the agent received but failed to respond to.

• Answered by Others: The number of calls that were handled by others after the agent received them.

• Declined Calls: This refers to the number of calls that the agent has received and declined.

• Held Calls: This is the number of calls that were received by the agent that were held for further processing.

• Avg. Call Handling Time (IN): This is the average time it takes for an agent to handle a received call.

• Avg. Call Holding Time (IN): This is how long it usually takes for an agent to receive a call while it is on hold.

• Avg. Call Waiting Time (IN): This is how long on average it takes for a call to wait for an agent to answer it.

• Outbound Call Volume: Outbound call volume is the number of calls an agent makes to outbound numbers.

• Answered Calls (OUT): This is the number of outbound calls that the agent performed that were answered by the customer service representative.

• Unanswered Calls (OUT): This refers to the number of outbound calls made by the agent that were unanswered by the recipient.

Alert notification KPIs

• Number of Waiting Calls: This is a measure of how many calls are waiting in a call queue at a given time.

• Service Level: This is the percentage of calls that are answered within a threshold amount of time (default is 30 seconds). In the real-time or historical dashboards, you can customize the threshold that will be used to calculate the Service Level of the system.

• Inbound Missed Calls: This is the number of calls that originate from within the queue but are not answered by any of the queue members.

• Inbound Avg Call Waiting Time: A measure of how long it takes for an inbound call to be answered by someone.

• Inbound Abandoned Calls: The number of inbound calls that were terminated by the caller while waiting.

• Inbound Forwarded to Voicemail: The number of inbound calls that were forwarded to the queue’s voicemail as a result of being forwarded.

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