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Call Performance

Inbound call performance statistics for a selected skill, broken down by time interval.

The Call Performance report provides inbound call performance statistics for a selected skill, broken down by the selected time interval — useful for identifying peak and slow traffic periods for staffing purposes. It is a Time row type Time-Based report.

Report Columns

ColumnDefinition
TimeThe time interval being reported on.
Call PresentedThe number of calls in which the skill had at least one Ringing or Queue event.
Calls AnsweredThe number of calls that included at least one Talking event with the skill.
Calls MissedThe number of calls that rang or queued to the skill but were never answered.
Answered Calls PercentThe percent of presented calls that were answered.
Calls Answered Within 15 SecThe number of calls answered within 15 seconds of the initial Ringing event to the group.
Calls Answered Within 30 SecThe number of calls answered within 30 seconds of the initial Ringing event to the group.
Calls Answered Within 60 SecThe number of calls answered within 60 seconds of the initial Ringing event to the group.
Calls Answered After 60 SecThe number of calls answered more than 60 seconds after the initial Ringing event to the group.
Callbacks ScheduledThe number of calls that requested a scheduled callback during the time interval.
Callbacks AcceptedThe number of scheduled callbacks accepted by the caller during the time interval.
Callbacks Cancelled/AbortedThe number of scheduled callbacks canceled by the caller or aborted after the maximum callback attempts.
Accepted Callback PercentThe percent of scheduled callbacks that were accepted during the time interval.
Avg Talking DurationThe average duration of all Talking events associated with the skill during the time interval.
Avg Call DurationThe average duration of all calls associated with the skill during the time interval.
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Aborted Callback Attempts

A callback is aborted when CCaaS attempts to call back the client and gets no interaction — the client doesn't answer. CCaaS makes 3 attempts by default; this is configurable.

Updated 8 days ago