Call Volume
The Call Volume 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 select when running the report. This report will provide overall inbound call traffic statistics throughout the selected time interval.
Report Column Descriptions
Time
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.
Calls 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.
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
This column displays the total number of callers that canceled a scheduled callback during the given time interval.
Callbacks Aborted
This column displays the total number of callers that aborted a scheduled callback during the given time interval.
Note: A callback is considered aborted when the Xima CCaaS system tries to call back 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.
Total Talking Duration
This column displays the total duration of all talking events associated with the skill 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
Total Call Duration
This column displays the total combined duration of all calls 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
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.
Accepted Callback Percent
This column displays the total percent of callers that accepted a scheduled callback during the given time interval
Updated about 1 year ago