HomeGuidesChangelog
Guides
  1. Reports
  2. Standard Reports

Call Volume

Overall inbound call traffic statistics for a selected skill, broken down by time interval.

The Call Volume report provides overall inbound call traffic statistics for a selected skill, broken down by the selected time interval. It is a Time row type Time-Based report.

Report Columns

ColumnDefinition
TimeThe time interval being reported on.
Calls 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.
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 CancelledThe number of scheduled callbacks canceled by the caller during the time interval.
Callbacks AbortedThe number of scheduled callbacks aborted after the maximum callback attempts during the time interval.
Total Talking DurationThe total duration of all Talking events associated with the skill during the time interval.
Avg Talking DurationThe average duration of all Talking events associated with the skill during the time interval.
Total Call DurationThe total combined duration of all calls associated with the skill during the time interval.
Avg Call DurationThe average duration of all calls associated with the skill during the time interval.
Answered Calls PercentThe percent of presented calls that were answered during the time interval.
Accepted Callback PercentThe percent of scheduled callbacks that were accepted during the time interval.
📘

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