Call Type Statistics RT¶
Calculates real-time statistics for Call Types.
Columns¶
Call Type Id – The ID of the Call Type.
Call Type Name – The name of the Call Type.
Calls Abandon Rate – The percentage of calls that were assigned the Call Type, which were subsequently abandoned.
Calls Abandon Rate To 5 – The percentage of calls that were assigned the Call Type, which were subsequently abandoned in the last 5 minutes.
Calls Abandoned – The number of calls that were assigned the Call Type, which were subsequently abandoned.
Calls Abandoned In Service Level – The number of calls that were assigned the Call Type, which were subsequently abandoned within the service level.
Calls Abandoned To 5 – The number of calls that were assigned the Call Type, which were subsequently abandoned in the last 5 minutes.
Calls Answer Wait Time – The total answer wait time of calls that were assigned the Call Type.
Calls Answered – The number of answered calls that were assigned the Call Type.
Calls Answered In Service Level – The number of answered calls that were assigned the Call Type, which were picked up within the service level.
Calls At IVR – The number calls that are currently at the IVR (VRU). This includes calls that are in prompting at the IVR (non-queued calls) and those in the queue.
Calls Average Handle Time – The average handle time of calls that were assigned the Call Type.
Calls Average Queue Time – The average time calls that were assigned the Call Type spent waiting in the call router queue.
Calls Average Ring Time – The average time calls that were assigned the Call Type spent ringing at agents.
Calls Average Speed Of Answer – The average answer wait time of calls that were assigned the Call Type.
Calls Average Talk Time – The average talk time of handled calls that were assigned the Call Type.
Calls Handle Rate – The percentage of calls that were assigned the Call Type, which were subsequently handled.
Calls Handle Rate To 5 – The percentage of calls that were assigned the Call Type, which were subsequently handled in the last 5 minutes.
Calls Handle Time – The total handle time of calls that were assigned the Call Type.
Calls Handled – The number of calls that were assigned the Call Type, which were subsequently handled.
Calls Handled To 5 – The number of calls that were assigned the Call Type, which were subsequently handled in the last 5 minutes.
Calls In Queue – The number of calls that were assigned the Call Type and are currently waiting in a queue.
Calls Longest Waiting – The queue time of the longest waiting call of that Call Type in a queue.
Calls Offered – The number of calls that were assigned the Call Type.
Calls Offered To 5 – The number of calls that were assigned the Call Type in the last 5 minutes.
Calls Offered To Agent – The number of calls that were assigned the Call Type and offered to an agent.
Calls Queue Time – The total time calls that were assigned the Call Type spent waiting in the call router queue.
Calls Queued – The number of calls that were assigned the Call Type queued by the call router during the reporting interval.
Calls Redirected On No Answer – The number of calls that were assigned the Call Type, which were subsequently redirected on no answer.
Calls Ring Time – The total time calls that were assigned the Call Type spent ringing at agents.
Calls Service Level – The percentage of calls that were assigned the Call Type, which were answered within the service level.
Calls Service Level Answered – The number of calls answered used in the Service Level calculation.
Calls Service Level Answered Half – The number of calls answered used in the Service Level Half calculation.
Calls Service Level Answered To 5 – The number of calls answered used in the Service Level To 5 calculation.
Calls Service Level Half – The percentage of calls that were assigned the Call Type, which were answered within the service level in the last 30 minutes.
Calls Service Level Offered – The number of calls offered used in the Service Level calculation.
Calls Service Level Offered Half – The number of calls offered used in the Service Level Half calculation.
Calls Service Level Offered To 5 – The number of calls offered used in the Service Level To 5 calculation.
Calls Service Level To 5 – The percentage of calls that were assigned the Call Type, which were answered within the service level in the last 5 minutes.
Calls Talk Time – The total talk time of handled calls that were assigned the Call Type.
Calculation Parameters¶
The Grid function has these optional parameters:
Call Types – Allows you to select from a list of Call Type names.