Analytics Portal - KPI Definitions ================================== Listed on this article are KPI metrics and definitions and how they are measured on the Analytics Portal. If you need help with a metric or term not listed here, provide a feedback on this article so we can add the information you are looking for. [Queue Performance Report KPIs](#Analytics-Portal-KPI-Definitions_queueKPI "") [User Performance Report KPIs](#Analytics-Portal-KPI-Definitions_UserKPI "") [KPI Parameters Frequently Asked Questions](#Analytics-Portal-KPI-Definitions_metricsfaq "") | Queue Performance Report KPIs || |----------------------|----------------------------------------------------------------------------------------------------------| | # Inbound | Count of all inbound calls to a queue calls | | # Answered | Count of all inbound calls answered on the queue | | % Answered | Percent of all inbound calls answered on the queue | | # Abandoned | Count of all queue calls that were not answered by a user (includes VM) | | % Abandoned | Percent of all queue calls that were not answered by a user (includes VM) | | # Voicemail | Count of all calls in a queue in which the user received a Voicemail | | % Voicemail | Percent of all calls in a queue in which the user received a Voicemail | | Total Handle Time | Total amount of time the user spent on calls in a queue | | Avg. Handle Time | Average duration of all calls from answered until terminated | | Avg. Speed of Answer | Amount of time from when call started ringing until it was answered | | Avg. Wait Time | Average time a call waited in a queue | | Longest Wait Time | Longest time a call waited in a queue | | # Overflow Answered | Count of calls from another, overflowed queue(s) | | % Overflow Answered | Percent of answered calls that came from other, overflowed queue(s) | | Total Hold Time | Duration of hold time for calls selected | | # Holds | Amount of holds for the calls selected | | # Abandon (Hold) | Count of calls that were abandoned while the caller was put on hold | | # Refused | Count of all queue calls that were not answered by at least one user | | Avg. Park Time | Average time of all park durations | | % SLA | Percent of incoming calls answered during the desired time threshold to a total number of incoming calls | | User Performance Report KPIs || |-------------------------|-----------------------------------------------------------------------------------------------| | Total Calls | All calls (answered, missed, parks off) routed to callee(s) or made by users | | Avg. Calls/Day | Average inbound and outbound calls, daily per user | | % Inbound | Percent of all users calls that were inbound (answered, missed, parks off) | | # Inbound | Count of all inbound calls (answered, missed, parks off) dispatched to a user | | % Outbound | Percent of all users calls that were outbound | | # Outbound | Count of all outbound calls made by a user | | # Answered | Count of all inbound calls answered by a user | | % Voicemail | Percent of all calls in which the user received a Voicemail | | # Voicemail | Count of all calls in which the user received a Voicemail | | % Missed (w/VM) | Percent of user's inbound calls that were missed (including voicemails) | | # Missed (w/VM) | Amount of all user's inbound calls that were missed (including voicemails) | | Total Handle Time | Total amount of time the user spent on calls | | Total Handle Time (in) | Total duration handle time of all inbound calls | | Total Handle Time (out) | Total duration handle time of all outbound calls | | Avg. Handle Time | Average duration of all calls from answered until terminated | | Avg. Handle Time (in) | Average handle time of all inbound calls | | Avg. Handle Time (out) | Average handle time of all outbound calls | | Total Hold Time | Duration of hold time for calls selected | | # Holds | Amount of holds for the calls selected | | Avg. Hold Time | Average duration of hold time per call where a caller was put on hold | | # Transfers | Count of calls that were transferred | | % Transferred | Percent of calls that were transferred | | Avg. Speed of Answer | Amount of time from when call started ringing until it was answered | | # Abandon (Hold) | Count of calls that were abandoned while the caller was put on hold | | % Answered | Percent of all inbound calls answered by a user | | # Parks (on) | Count of calls that were put on park | | # Parks (off) | Count of calls that were taken off park | | Total Park Time | The total time calls were on park | | # Abandon (Park) | Count of calls that were abandoned while the caller was put on Park | | # Refused | Count of calls that rang to completion for a user and they did not pick up the call | | Avg. Park Time | Average time of all park durations | | Total Call Sessions | # Established connections. Can be several calls (e.g. due to transfers) within a call session | KPI Parameters Frequently Asked Questions 1. What is the difference between "Voicemail" vs % Missed (w/VM) A: Example: a company got 100 inbound calls. 10 calls were not answered. 5 left a voicemail. % Missed (w/VM) - 10% (this means the percentage of missed calls including those that connected to the voicemail). **# / % Voicemails - 5 voicemails, 5% voicemail** 2. How are Refused Calls counted? A call was routed to a rotating queue, specifically the first user. 1. The first user didn't pick up his phone 2. The call was re-routed to the second user and was answered. Result: Call will be counted as answered i.e. + 1 to queue inbound call, + 1 to answered, +1 to refused The first user gets +1 to refused The second user gets +1 to answered On a queue level, refused is counted if at least one person didn't pick up their phone regardless of the overall call result 3. When is a call counted as having gone to voicemail? Voicemails are counted as such when the caller hangs up after beep signal. **4. What is the difference between the average speed of answer and average wait time?** Average (avg) speed of answer is counted for answered calls only i.e. it is time of waiting until a call was answered. In other words, this is ringing time. Average (avg) wait time is how much people wait in all cases, including abandoned or missed calls. **5. What would be the formula or computation on how to get the average speed of answer.** This is average time a call spends in queue before being answered by a queue member. From caller's perspective, this is queue greeting and ringing time. Doesn't matter which user answers (first or second). This formula includes actual ringing time (+ queue greeting for queues) prior to live talk with a user or a queue member (IVR is not included). Scenario: A call is trying to connect Time between calls being routed to a queue/ a user and actual phone pick up is relevant for answered calls only. Missed or abandoned calls are not included in the formula. **6. How are abandoned calls determined and how can we check those calls?** If none of the queue members answered a call (there was no live talk), the call is counted as abandoned for this particular queue. However, if the call is forwarded and answered on the overflow call queue, it will be counted as answered on that queue. **7. What's the difference between call sessions (Caller's perspective) and calls (Callee's perspective) in call details** A session is a call from a caller's perspective and it includes all user's calls or phases. There could be several calls within one session. See the diagram below: ![User-added image](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/Analytics-Portal-KPI-Definitions/images/ka12H000000SqCzQAK_en_US_4_0.png) 8. Difference between Refused, Abandoned, and Missed Calls **Abandoned calls** are calls that started waiting in the queue but were hung up before the call was answered or went to voicemail. These can be seen in the calls tab by filtering for specific queues. Since we cannot point to a specific user who abandoned the call, it is named abandoned, not missed. **Missed calls** can be for users only (vs queues). It's a situation when a caller hangs up before the user answered the call. The user's phone was ringing but was not answered. However, it is possible for the call to also be listed as answered if the user has a ring group/call forwarding and the call is answered by the user's forwarding number. **Refused calls** are calls that entered a queue then routed to an extension. The initial extension didn't pick up and the call was routed to the next ext. Was it answered or not is out of focus. **Are refused also counted as abandoned?** Refused Calls will be counted as abandoned if the call was never picked up by any extension.