Call Performance
The Call Performance report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report.
This report will provide overall inbound call traffic statistics throughout the selected time interval. The Inbound Call Performance report is effective in helping during your busiest and slowest traffic teams, meaning that it can aid in scheduling processes.
Report Column Descriptions
Time
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.
Call Presented
This column displays the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call.
Calls Answered
This column displays the total number of inbound calls associated with the given skill that contained at least one talking event. These are calls that were handled by a live agent.
Calls Missed
This column displays the total number of calls where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call.
Answered Calls Percent
This column displays the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.
Calls Answered Within 15 Sec
This column displays the total number of calls that were answered within 15 seconds of the initial ringing event to the group
Calls Answered Within 30 Sec
This column displays the total number of calls that were answered within 30 seconds of the initial ringing event to the group
**Calls Answered Within 60 Sec
This column displays the total number of calls that were answered within 60 seconds of the initial ringing event to the group
Calls Answered After 60 Sec
This column displays the total number of calls that were answered after 60 seconds of the initial ringing event to the group
Callbacks Scheduled
This column displays the total number of calls that selected to schedule a callback during the given time interval
Callbacks Accepted
This column displays the total number of callers that accepted a scheduled callback during the given time interval
Callbacks Cancelled/Aborted
This column displays the total number of callers that canceled/aborted a scheduled callback during the given time interval.
Note: A callback is considered aborted when the Xima CCaaS system tries to callback the client and there is no interaction with the client, meaning they don't answer. The number of attempts that the system will make is set at 3 by default, however, this can be changed to the desired number of attempts.
Accepted Callback Percent
This column displays the total percent of callers that accepted a scheduled callback during the given time interval
Avg Talking Duration
This column displays the average duration of all talking events associated with the skill during the given time interval
Avg Call Duration
This column displays the average duration of all calls associated with the skill during the given time interval
Updated 11 months ago