Finding metrics in the customer administration portal
Once call center queues are active and receiving calls, the Call Center Statistics subsection can show some basic metrics. You can change the range of the historical data with the Change Timeline link in the top right of the widget.
The Queue Statistics offer high level stats, which are defined below:
- number-of-busy-overflows: this reveals the number of times in the given timeframe calls have been processed as an overflow. We will talk about overflow in more detail with the Queue Management section later.
- number-of-calls-answered: this is the total number of unique calls that have come into the queue and been answered by an agent.
- number-of-calls-abandoned: this is the number of unique calls that have entered the queue and then been disconnected by the caller.
- number-of-calls-transferred: this is the number of calls taken by agents that have subsequently been transferred. This makes no differentiation whether the transfer was internal or external, blind or consultative.
- average-number-of-agents-talking: this is the number of agents talking in all of the intervals in the timeframe divided by the number of intervals. Unless you have a 24-hour call center with consistent staffing, pulling this from a timeframe longer than 8 hours or so may yield strange results
- average-number-of-agents-staffed: this is the number of agents staffed (logged into the queue) during every interval in the timeframe divided by the number of intervals. Like any averages, this may have rounding anomalies.
- average-wait-seconds: this is the amount of time that every caller in the timeframe had to wait to be answered by an agent or abandon the call, divided by the number of calls.
- average-abandonment-seconds: this is the amount of time that every abandoned call waited before disconnecting, divided by the number of abandoned calls.
The Agent Statistics section at the bottom will show details concerning the agents in the queue for the selected queue and timeframe:
- Calls Handled: the number of calls that were offered to the agent and answered by that agent.
- Calls Unanswered: the number of calls that were offered to the agent and not answered by that agent.
- Average Call Time: the amount of time the Total Talk Time divided by the number of Calls Handled.
- Total Talk Time: the amount of time the agent talked during the timeframe
- Total Staffed Time: the amount of time during the selecting time frame where the agent was staffed – meaning the agent was logged in and either available or on call.
These high-level statistics are no match for the reporting available in the Supervisor Client, but they are available without purchasing a supervisor license, and they are very quick to view.