Real-time analytics and historical KPIs glossary in zoom app
Listed below is a list of key performance indicators (KPIs) which can be used in the call queue dashboards in real-time and over time.
Note: This dashboard only contains statistics for the current day, which is the only one that is available in real-time analytics.
Call result KPIs
In the real-time analytics dashboards as well as the historical dashboards, the following call result KPIs are available:
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Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN): An inbound call that was ended by the caller in the queue while they were waiting in line. There are no numbers or percentages displayed anywhere else but on the dashboard in real-time.
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Active Calls / Active Calls (IN): There are currently a large number of calls which have been routed through the call queue and are still active with a member of the call queue.
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Answered Calls / Answered Calls (OUT) / Answered (OUT): The outbound call was connected to the receiving party from the queue and was handled by the receiving party.
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Answered by Other: Other team members are responsible for answering the calls that come in to the team. It is possible to use it in the case of call queues as well as shared line appearances.
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Average Call Handling Time / Avg. Call Handling Time / Avg. Call Handling Time (IN): Divided by the number of calls, the sum of the time spent on the call, the time spent on hold, and the time spent wrapping up. Minutes and seconds are displayed in the table.
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Avg. Call Holding Time (IN): An estimate of the number of calls received divided by the total amount of time that has been spent in the queue for each member of the queue.
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Average Call Waiting Time / Avg. Call Waiting Time / Avg. Call Waiting Time (IN): Approximately how long it takes an average caller to wait in the queue. Minutes and seconds are displayed next to each other.
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Calls on Hold / Calls on Hold (IN): Currently, there are an inbound queue of calls on hold in the system due to insufficient capacity.
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Completed Calls / Completed Calls (IN) / Completed (IN): A call queue member answered an inbound call when it was answered by one of the members of the queue. The number and percentage are only displayed on the dashboard in real-time.
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Declined Calls (IN): A measure of how many inbound queue calls have been declined by a member associated with the call. As a result, in the notification that came with the inbound call, the caller selected the option to decline the call.
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Extension Type: Extensions that are members of the call queue are categorized according to the type of extension. In order to be a member of a call queue, you have to be a phone user or a common area phone user.
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Forwarded to Voicemail / Forwarded to Voicemail (IN) / Forward to voicemail (IN): The inbound calls that have been forwarded to the queue’s voicemail have been forwarded. The number and the percentage can only be seen on the dashboard in real-time.
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Handling Time: It is the total time a member spent answering an inbound call and the time it took for the call queue to be closed.
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Held Calls / Held Calls (IN): There are a number of calls waiting on hold at any given time.
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Inbound Calls / Inbound Call Volume: There are a number of calls that are coming into the call queue from inbound calls. An inbound call volume chart is displayed in the historical dashboard for the historical calls that were placed to the call queue. The amount of inbound calls to the call queue is broken down according to their results.
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Longest Call Waiting Time / Longest Call Waiting Time (IN): In the call queue associated with a particular call, this is the amount of time that the caller spent waiting. Minutes and seconds are displayed in the graph.
Note: If you would like to view historical detailed reports of call waiting times for specific calls, please click here. -
Missed/Missed Calls: It is the percentage of calls that are not answered during business hours, including those redirected to voicemail.
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Outbound Call Volume: The number of outgoing calls from the associated call queue can be seen in the following table. Outbound Call Volume chart, one of the main features of the historical dashboard, shows the number of outbound calls based on the number of answered and unanswered calls sent to the call queue.
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Overflowed Calls / Overflowed Calls (IN) / Overflow (IN): A call queue can be configured to redirect inbound calls to another destination based on whether or not they overflowed. The total number of overflowed calls, reported both in real-time and in historical reports, can be viewed by either queue or by a group of queues. Clicking on the queue’s name in the Call Queues section will take you to the real-time analytics dashboard for that queue, where you can see the breakdown of this KPI based on the queue’s name:
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After Hours: Upon receiving a call outside of the queue’s business hours, or the member’s hours of operation (if they are able to set their own business hours independently) and the call queue’s settings have been overridden, calls received outside of the queue’s business hours were overflowed. The following are the KPIs that make up this KPI:
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Forwarded to Voicemail (blue shaded): Forwarded to voicemail any calls that have been received outside of normal business hours.
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Forwarded to others (blue shaded): In addition, the call handling settings, delegation settings, or another call queue may be configured to forward an outside call made during business hours to another extension or external number.
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Within Business hours: During the call queue’s business hours or it’s members’ business hours (if they are allowed to set their own business hours) and which were overflowed due to the settings of the call queue, calls were received that weren’t allowed to flow into the queue. The following KPIs are included in this KPI:
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Forwarded to Voicemail (red shaded): The following is a list of calls that were forwarded to voicemail during business hours.
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Forwarded to others (red shaded): Forwarded calls received during business hours (either during business hours or during non-business hours) that were forwarded to another extension or another number according to the call handling settings or delegation settings.
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Receive Call Queue: There is an option to display the opt-out reasons (if set up) and choose whether or not queue calls can be received by members.
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Service Level: Percentage of calls answered within a specified time (by default, it is 30 seconds) for calls answered within a specified time frame. There are no calls during the time period when the call queue is closed (when there are no inbound calls) in the real-time analytics dashboard. This value is calculated by taking the total number of calls received within a specified period of time (default is 30 seconds), and dividing that figure by the total number of calls answered or completed by the queue members.
Note: As part of the real-time or historical dashboard, you can customize the threshold used as part of the calculation of the Service Level. -
Total Inbound Calls: Inbound calls are currently queued up in the call queue in descending order of priority.
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Unanswered Calls / Unanswered Calls (OUT) / Unanswered (OUT): I received an outbound call from the call queue, but the call couldn’t be connected to the person I was trying to reach. If the receiving party is busy or rejects the call, for example, this can be due to their busy schedule. There may also be settings on the receiving party that prevent the call from going through.
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Waiting Calls / Waiting Calls (IN): There are many inbound calls waiting in the queue that have not been answered yet.
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Waiting Time: The amount of time that an inbound customer spent waiting to be answered by a member of the company while they waited in the queue.
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Wrap-up Time: The number of seconds to wait before a member of a queue is routed to the next queue call.
Member availability KPIs
The following KPIs can only be viewed by admins in a real-time dashboard, as well as the following KPIs. The historical dashboard also refers to these as Call Status, which are the current statuses of callers.
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Available: It indicates how many members of the call queue are available to receive notifications of calls from the call queue. In this statistic, presence status is not taken into account. According to this statistic, the following is the method used to calculate it:
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Currently, queue members are operating their businesses during the hours that they are open
Note: Members of a call queue can set their own business hours with the permission of the call queue admin. -
In a call that is active or held, the number of members is less than
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A small number of members opting out of receiving calls from the selected queue are represented by a negative number
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There were fewer members in the wrap-up time due to a lack of members
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Active Call: As a member of the call queue, you will be able to answer inbound calls.
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On other call: Inbound call queue members who have not answered a call that has been placed in their queue. To put it another way, this KPI includes the following:
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Call queue numbers have been used by members to call out to the queue
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Inbound/outbound calls between members that are on their personal phone number or any other number than the number used to enter the call queue; for example, using their personal phone number
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Hold Call: Calls placed in the queue by members are on hold.
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Wrap-up: In the call queue settings, it is allowed to have a wrap up time in place for members who have recently ended their queue call.
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Opt-out: Call queue notifications have been disabled for members who have disabled call queue notifications.
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Unavailable: The members who do not fall into any of the categories listed above. In the case of members whose status has been set to DND (do not disturb) for example, that would be a good example.
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Total Members: As a result of the call queue selection, the total number of members in the queue will be displayed.
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.
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Call Status: It shows whether the call is available, unavailable, or opted out based on the status of the call when it was received.
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Inbound Call Volume: The number of calls that the agent has received.
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Completed Calls (IN): Count of calls that were answered by the agent and completed by the agent.
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Missed: Count of calls that the agent missed as a result of not being available.
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Answered by Others: The number of calls that were received by an agent and were answered by another agent.
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Declined Calls: An agent’s number of declined calls received over a period of time.
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Held Calls: In the last week, the agent received and held the following number of calls.
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Avg. Call Handling Time (IN): A measure of how long it takes the agent on average to respond to received calls.
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Avg. Call Holding Time (IN): On average, the time taken by the agent to answer calls that were placed on hold.
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Avg. Call Waiting Time (IN): Calls waiting for an agent are usually on hold for an average of seven minutes.
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Outbound Call Volume: During the course of the day, the agent made a number of outbound calls.
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Answered Calls (OUT): It indicates how many outbound calls were made by the agent and how many were answered by the agent.
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Unanswered Calls (OUT): Unanswered outbound calls are those that are performed by an agent and do not receive an answer from the recipient.
Alert notification KPIs
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Number of Waiting Calls: An indicator of how many calls are waiting in a call queue at any given time.
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Service Level: This is the percentage of requests that are answered within the threshold period of time (the default threshold time is 30 seconds). If you use the real-time or historical dashboard for calculating the Service Level, you will be able to customize the threshold used to calculate it.
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Inbound Missed Calls: A number of inbound calls were received that informed members of the waiting queue that they were available, but weren’t answered.
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Inbound Avg Call Waiting Time: There are an average number of incoming calls in the call queue on a daily basis.
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Inbound Abandoned Calls: Inbound calls that were terminated while in queue by the caller, that are still waiting in the queue, are recorded as this statistic.
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Inbound Forwarded to Voicemail: A measure of how many calls were forwarded to the voicemail in a call queue as a result of inbound calls.