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