Engage Voice | Understanding inbound stats

Your inbound stats indicate performance metrics based on the inbound queues you’re logged in to. You can access your inbound stats by navigating to My stats via the left-hand navigation bar, clicking the dropdown menu in the upper right-hand corner of your My stats window, and selecting Inbound
 
Inbound stats appear in two sections: Stats and Queues. The Stats section includes a series of panels and the Queues section includes a table (or graph). 
 
The stats panels and table are both customizable so you can view the type of agent stats most important to you. 

Inbound stats panels

You can customize your stats panels by clicking the dropdown arrow next to the name of a stat and choosing your preferred stat. You may see the following types of stats:
  • Active: The current number of calls in the queue that are in the stages of queued, routing, or connected. This gives you an idea how busy the queues currently are.
  • Answered: The number of cumulative incoming calls that were answered by agents in queue.
  • In queue: The number of calls that are currently in queue.
  • Long calls: The number of calls since the previous midnight whose duration is longer than the long call time set for the queue.
  • Short calls: The number of calls since the previous midnight whose duration is shorter than the short call time​ set for the queue. 
  • Routing: The number of calls currently routing to agents.
  • Presented: The number of calls presented to agents since the previous midnight.
  • Abandoned: The number of callers who hung up before their call dequeued to an agent.
  • Short abandon: The number of calls that have entered the system but are terminated by the customer before a set number of seconds.
  • Deflected: The number of inbound calls that were deflected by the system before being dequeued to an agent. This includes scenarios such as calls that are sent to another queue after a predetermined wait time, callers choosing an option that sends them to another queue or outside number, or calls that end up reaching a voicemail event after a predetermined wait time.
  • SLA pass: The number of calls since the previous midnight that were answered before the SLA time​ set for the queue. 
  • SLA fail: The number of calls since the previous midnight that were answered after the SLA time set for the queue. 
  • Total queue time: This represents the total amount of time (in seconds) calls waited in queue. 
  • Avg. queue time: This represents the average amount of time (in seconds) for all calls that have waited in queue. 
  • Total abandon time: The total abandon time (in minutes) for calls abandoned since the previous midnight
  • Avg abandon: The average abandon time (in minutes) for calls abandoned since the previous midnight.
  • Total speed of answer: The total speed of answer (in seconds) since the previous midnight.
  • Avg. speed of answer: The average speed of answer (in seconds) since the previous midnight.

Inbound stats panels

The inbound queue stats report, located in the Queues section, is a table that displays a summary of the call stats for queues over a specified time period. 
 
You can customize the data in your queue stats table by clicking on the gear icon that appears when you hover over the top right-hand corner of the table. When you do this, a new window will appear on your screen that allows you to choose which columns of data you want in your table. Check the box next to each stat you want to view, and uncheck the box of the stats you’d like to leave out.  
 
You can modify the view of this table into a graph format by hovering the mouse above the upper right-hand corner of the table and clicking the graph icon. 
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