Call queue real-time analytics and historical KPIs glossary In Zoom App

This list explains specific KPIs that are displayed in real-time and historical call queue dashboards.

Note:

It is only possible to get the statistics for the current day using the real-time analytics dashboard.

Call result KPIs

The real-time analytics and historical dashboards show the following call result KPIs:

  • Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN):
  • A caller who terminated an inbound call while in the queue. This information is only available on the dashboard in real-time.
  • Active Calls / Active Calls (IN):
  • The number of calls currently active with a call queue member, which were routed by the call queue.
  • Answered Calls / Answered Calls (OUT) / Answered (OUT):
  • The receiving party was connected to the outbound call from the call queue.
  • Answered by Other:
  • How many calls were handled by others on the team. Also applicable to shared lines and call queues.
  • Average Call Handling Time / Avg. Call Handling Time / Avg. Call Handling Time (IN):
  • The sum of the talk, hold, and wrap-up times, divided by the number of calls. Displayed in minutes and seconds.
  • Avg. Call Holding Time (IN):
  • The sum of the holding times for the associated queue members, divided by the number of calls.
  • Average Call Waiting Time / Avg. Call Waiting Time / Avg. Call Waiting Time (IN):
  • This is the amount of time an average caller spends waiting. This is shown in the form of minutes and seconds.
  • Calls on Hold / Calls on Hold (IN):
  • This tells you how many calls in our inbound queue are currently being held.
  • Completed Calls / Completed Calls (IN) / Completed (IN):
  • An inbound call that has been answered by a member of the waiting list. An inbound call that has been answered by a member of the waiting list.
  • Declined Calls (IN):
  • This is the number of inbound calls that members on waiting lists have declined. They declined the inbound call by clicking on the option in the inbound call notification that gave them this option.
  • Extension Type:
  • Identifies the type of extension that belongs to the call queue. This can only be a phone user or a common area phone.
  • Forwarded to Voicemail / Forwarded to Voicemail (IN) / Forward to voicemail (IN):
  • The call queue’s voicemail was notified of inbound calls. Numbers and percentage are only shown on the dashboard in real-time.
  • Handling Time:
  • Time spent talking to an inbound caller by a member.
  • Held Calls / Held Calls (IN):
  • Amount of time spent on hold.
  • Inbound Calls / Inbound Call Volume:
  • Total volume of incoming calls. For example, the historical dashboard displays a graph of the call volume of inbound calls to the call queue as per the results of the call. For instance, the graph shows the number of calls completed or abandoned.
  • Longest Call Waiting Time / Longest Call Waiting Time (IN):
  • An individual spending the longest amount of time in the call queue associated with his or her call. An indicator of both minutes and seconds is displayed.
    Note:
  • You can view historical detailed reports of call waiting times.
  • Missed/Missed Calls:
  • During the business hours, there is a high number of unanswered calls, as well as those that go to voicemail.
  • Outbound Call Volume:
  • Inbound calls made by the associated call queue are counted as outbound calls. A chart containing Outbound Call Volume breaks down the number of calls answered and unanswered in the call queue in the historical dashboard.
  • Overflowed Calls / Overflowed Calls (IN) / Overflow (IN):
  • The queue’s settings caused inbound calls to overflow to another destination. Keeping track of overflowed calls by queue or group of queues is possible in both real-time and historical reports. Clicking the queue name in the Call Queues section will take you to the real-time analytics dashboard for that queue, displaying the breakdown of this KPI:
    • After Hours:
    • In the event of calls taken outside of the call queue’s business hours or of the member’s business hours (for members who have the option to set their own business hours), and as a result of the call queue’s settings overflowed. There are several KPIs which are included in this KPI:
      • Forwarded to Voicemail (blue shaded):
      • This corresponds to calls that were forwarded to voicemail during out-of-business hours.
      • Forwarded to others (blue shaded):
      • The instructions provided above were used to forwarded calls received outside business hours to another extension or external number in accordance with the call handling settings, delegation settings, or other call queue specifications.
    • Within Business hours:
    • During the call queue’s or the member’s business hours, and when overflowed as a result of the call queue’s settings. If the member’s hours are allowed to be set, than the calls were received during their business hours. The following KPIs are included in this KPI:
      • Forwarded to Voicemail (red shaded):
      • This is a list of calls that have been forwarded to voicemail during business hours.
      • Forwarded to others (red shaded):
      • As a result of the call handling settings of the PBX, delegated settings, or another call queue, during the course of the day calls that are received during business hours may be forwarded to a certain extension or external line.
  • Receive Call Queue:
  • The opt-out reasons will be displayed (if this is set up) and you will be able to alter whether members will be included in the queue.
  • Service Level:
  • Amount of calls handled within a threshold amount of time (the setting is 30 seconds by default). When the call queue is closed (no inbound calls), the real-time analytics dashboard will display No Calls. Currently, the Service Level is calculated as the number of calls received within the specified time limit (default is 30 seconds) divided by the number of calls answered or completed by the members of the queue.
    Note:
  • The real-time or historical dashboard provides you with the ability to customize the threshold for calculating Service Level.
  • Total Inbound Calls:
  • Amount of inbound calls in the queue at any one time.
  • Unanswered Calls / Unanswered Calls (OUT) / Unanswered (OUT):
  • There was no connection to the receiving party for the call queue outbound call. This may have been due to the receiving party being busy or rejecting the call. Call blocking settings may have also been in effect.
  • Waiting Calls / Waiting Calls (IN):
  • Queued inbound calls that have not been answered.
  • Waiting Time:
  • Inbound callers need to wait for a member of the team to answer their call for a certain length of time before they are moved to the front of the queue.

Member availability KPIs

The following KPIs can only be viewed by administrators on the dashboard in real time. In a historical dashboard, they are also referred to as Call Status.

  • Available:
  • In the case of calls from a call queue, the total number of members that are able to receive notification of incoming calls is displayed. Presence status is not taken into account in this statistic. Using the following formula, we can calculate this statistic:
    • Using the formula, we can determine the number of members operating during their normal working hours:
      Note:
    • If the queue admins wish to allow members to set their own working hours according to their local time zone, this can be done by setting that option on the admin side.
    • Calls with no members present.
    • Calls from the selected call queue will be missed by the members who have opted out
    • in the wrap-up period if there are less than 10 members
  • Active Call:
  • People on incoming calls who were routed to the call queue.
  • On another call:
  • Call queue members who did not answer the inbound call. That is to say, the KPI includes the following:
    • The number of members who have called in through the call queue
    • Members who are on a private inbound/outbound call that is an outbound or inbound call using an alternative number than the call queue number; for example, using their personal phone number
  • Hold Call:
  • The members who have put their queue call on hold.
  • Wrap-up:
  • They are members that have just finished their call queue which means they are just a few minutes away from finishing their call, which can be seen in their call queue settings.
  • Opt-out:
  • This is a user who has disabled the call notification for this particular call queue.
  • Unavailable:
  • Members who do not fit into any of the categories above. The DND (do not disturb) status is a status set by members whose status has been set to DND (do not disturb).
  • Total Members:
  • In this call queue there are a total of all members that belong to that particular call queue.

Alert notification KPIs

  • Number of Waiting Calls:
  • The number of incoming calls that are waiting in a queue for attention.
  • Service Level:
  • a number representing the percentage of calls answered within the specified number of seconds (default is 30 seconds). On the dashboard of the Service Level in real-time or in the historical view, you can customize the threshold applied to calculate the Service Level.
  • Inbound Missed Calls:
  • In these cases, the call was forwarded to queue members, however the call was not answered.
  • Inbound Avg Call Waiting Time:
  •  This is an indicator of how long it takes for inbound calls to be answered.
  • Inbound Abandoned Calls:
  • This tells us how many inbound calls have been terminated by the caller while they were waiting in the queue.
  • Inbound Forwarded to Voicemail:
  • It is the number of call-ins that have gone to the voicemail box for the queue’s call-ins.