The Cloud Contact Center management console provides data related to phone features. This topic will explain the metrics related to phone features.
Inbound/Outbound Trend
Go to the Cloud Contact Center management console, click Data Analytics in the left navigation bar to enter the data analysis page, and then click Telephone Agent. The phone call-in trend chart updates every 60 seconds to monitor the trend of inbound calls for the day and historical inbound call trends.
Data Metrics
Statistical Time
Metrics Descriptions
Inbound Call Count
Today, yesterday
Dot statistics of inbound call data per minute
Inbound Call Answered
Last 7 days, last 30 days, history
Dot statistics of phone calls connected data per minute.
Outbound Call Dialed Count
Today, yesterday
Dot statistics of outbound call data per minute
Outbound Call Answer Count
Last 7 days, last 30 days, history
Dot statistics of outbound call connection data per minute
Inbound/Outbound Service Statistics
Category
Data Metrics
Metrics Descriptions
Inbound Service Statistics
Inbound Call Count
Total number of calls entering into the contact center from zero o'clock today to the present
Call Transfer Count
Number of calls to be transferred to an agent in the contact center from zero o'clock today to the present. One call entering the queue multiple times is counted as one.
Inbound Call Answer Count
Number of calls that have been transferred to an agent and answered by the agent in the contact center from zero o'clock today to the present
IVR Abandonment
Number of calls that have been abandoned in the contact center's IVR from zero o'clock today to the present, and have not entered the queue
Inbound Call Answer Rate
Number of inbound calls answered/Number of inbound calls
Abandoned Call Transfer Count
Number of calls to be transferred to an agent in the contact center, but eventually gave up (active abandonment by user or system disconnection) from zero o'clock today to the present. The call is assigned to an agent, and is not connected in the end. Regardless of how many agents a call was assigned to and not connected, it is only counted as once.
Average Call Duration
Total duration of inbound calls/Number of inbound calls answered
Call Abandon Rate
(Total number of inbound calls - Number of inbound calls answered)/Total number of inbound calls
Outbound Service Statistics
Outbound Call Dialed Count
Total number of outbound calls from the contact center from zero o'clock today to the present
Outbund Call Answered Count
Number of calls made from the contact center and answered from zero o'clock today to the present
Outbound Connection Rate
Number of outbound calls answered/Number of outbound calls
Average Call Duration
Total duration of outbound calls/Number of outbound calls answered
Outbound Call Report
Data Metrics
Metrics Descriptions
Outbound Call Dialed Count
Total number of calls made from the contact center, measured on a daily basis
Outbund Call Answered Count
Number of calls made from the contact center and answered, measured on a daily basis
Outbound Connection Rate
Number of outbound calls answered/Number of outbound calls (measured on a daily basis)
Average Call Duration
Total duration of outbound calls/Number of outbound calls answered (measured on a daily basis)
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