Call queue analytics KPIs glossary

The following list defines KPIs available in the Call Queue analytics dashboards.

Note: The real-time analytics dashboard only includes statistics for the current day.

Call result KPIs

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

• Abandoned: The number of times that an end-user abandoned a call before connecting with an agent.
• Active: The number of calls that were routed by the call queue and are currently active with a call queue member.
• Completed: The number of inbound calls that were answered by a call queue member or agent.
• Connected (OUT): The total number of outbound calls that are made through the call queue number and get answered.
• Direction: The original direction of the call.
• Handle Time: The amount of time that a member spent speaking to an inbound caller and call queue wrap-up time.
• Handle Time (Avg.): The sum of the talk, hold, and wrap-up times, divided by the number of calls. Displayed in minutes and seconds.
• Hold: The number of calls that an end user was placed on hold in the queue.
• Hold time: The amount of time that an end user was placed on hold in the queue.
  Note: A call may have multiple hold times.
• In-queue Wait Time: The amount of time an end user spent waiting live before the call was answered, overflowed, or abandoned. Displayed in minutes and seconds.
• In-queue Wait Time (Avg): The average time callers spend waiting in the queue. Displayed in minutes and seconds.
• In-queue wait time (Max): The maximum amount of time callers spend waiting in the queue. Displayed in minutes and seconds.
• Inbound: The total number of inbound calls to the call queue.
• Inbound Handle Time: The total time spent on handling the inbound calls, including talk time and wrap-up time. Displayed in minutes and seconds.
• Inbound Talk Time: The duration of a voice call from start to disconnection. This includes the hold duration generated when the agent places the user on hold.
• Inbound Wrap-up Time: The amount of time agents spent completing after-call work.
• Outbound Calls: The number of outbound calls in the call queue.
• Outbound: The total number of outbound calls that are made through the call queue number.
• Outbound Talk Time: The duration of a voice call from start to disconnection for an outbound call.
• Overflowed: The number of calls that enter and leave a queue without getting answered because they exceed the capacity of available resources in a queue to handle them.
• Queue ID: Unique ID of the queue.
• Queue Extension: Extension of the queue.
• Queue Name: Name of the queue.
• Reason: Displays the opt-out reasons (if set up) and allows you to change whether members receive queue calls.
• Service Level: The percentage of calls that were served within the required service level.
• Site: The site of a specific queue.
• Talk Time: The duration of a voice call from start to disconnection, including inbound and outbound.
• Total Inbound Calls: The total number of inbound calls currently in the call queue.
• Unconnected (OUT): The total number of outbound calls that are made through the call queue number and do not get answered.
• Wrap Up Time: Specify the duration before the next queue call is routed to a member.

Member availability KPIs

Only admins can view the following KPIs in the real-time dashboard. You can access the Member Availability report, which is designed to provide data to know your members' Zoom app presence status and call status.

• Client status: Displays your members' Zoom app presence status and call status.
  • Available: The total number of members who are available to receive call notifications from the call queue. This statistic is not based on presence status. This statistic is calculated using the following:
    • Queue members currently operating during their business hours
      Notes: Call queue admins can control if members can set their own business hours.
    • Minus number of members in an active or held call
    • Minus number of members that have opted out of receiving calls from the selected call queue
    • Minus number of members in the wrap-up time
  • On a call queue phone: Members who are using a phone associated with the call queue.
  • On other call: Members who have not answered an inbound call queue call. In other words, this KPI includes:
    • Members who have called out using a call queue number
    • Members who are in a private inbound/outbound call; for example, using their personal phone number or any number other than the call queue number
  • Unavailable: Members who are out of business hours within the call queue.
• Extension: The type of extension that is a member of the call queue. Only phone users or common area phones can be members of call queues.
• Member: The name of the member in the selected call queue.
• Opt-in Call Queues: Enabled call notifications for the call queue.

Members Performance KPIs

Those KPIs are visible when selecting a site and not visible if selecting all sites.

• Extension: The type of extension that is a member of the call queue. Only phone users or common area phones can be members of call queues.
• Total Inbound Calls: Number of calls received by the agent.
• Total Answered Calls (IN): The total number of inbound calls from the call queue that were connected to the receiving party.
• Missed: Number of calls received by the agent that was missed.
• Answered by Other: Number of calls received by the agent that were answered by others.
• Total Declined Calls (IN): The total number of calls received by the agent that was declined.
• Total Held Calls (IN): The total number of held calls received by the agent that was held.
• Avg. Call Handling Time (IN): The average time for received calls handled by the agent.
• Avg. Call Wrap Up Time (IN): The average time for post-call activities.
• Avg. Call Holding Time (IN): The average time for on-hold calls received by the agent.
• In-queue Wait Time: The amount of time an end user spent waiting live before the call was answered, overflowed, or abandoned.
• Total Outbound Calls: The number of outbound calls performed by the agent.
• Connected (OUT): The total number of outbound calls that are made through the call queue number and get answered.
• Unconnected (OUT): The total number of outbound calls that are made through the call queue number and do not get answered.
• Site: The site of a specific queue.