Who is this for?
Call Center Managers can understand the volume of their inbound calls across queues and call flows in their business.
How can this be configured?
Admins can configure the dashboard by customizing the date ranges to be compared along with further segmentation of their users beyond profiles.
What data points are included in the dashboard?
Summary Stats
- All Inbound Calls - The total number of calls where the call direction is inbound and call flow is not empty.
- Talk Time (Minutes) - The total amount of talk time in minutes for inbound calls and call flow is not empty.
- Average Call Duration - The average talk time across all inbound calls for the time period and call flow is not empty.
- Average Queue Hold Time - The average length of time that a caller waits on hold within a queue prior to reaching an agent.
- Abandoned Calls - The total number of calls where the caller hung up on an inbound queue call prior to reaching an agent.
- Abandoned Call Rate - The percentage of inbound calls where a caller hung up prior to reaching an agent.
- Average Abandoned Call Duration - The average duration of a call when a caller abandons.
- Average Abandoned Call Hold Time - The average time that a caller is placed on hold prior to abandoning.
Charts
- Call By Date
- Inbound Calls By Hold and Abandonment Rate
- Talk Time By Rep
- Calls By Disposition
- Inbound Calls by Call Flow
- Inbound Calls by Call Queue
- Average Hold Time by Call Flow (Seconds)
- Average Hold Time by Call Queue (Seconds)
- Queue Hold Times and Abandonment Rate
- Inbound Calls by Hold and Abandonment Rate
- Average Hold Time by Call Flow (Seconds)
- Average Hold Time by Call Queue (Seconds)
Report
- Inbound Calls To Call Flows
- Inbound Calls To Call Flows Abandoned
- Inbound Calls to Call Flows By Queue
- Inbound Calls By Hold and Abandonment Rate