Call queue real-time analytics and historical KPIs glossary

The following list defines KPIs available in the call queue real-time and historical 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 the real-time analytics and historical dashboards:

• Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN): Inbound calls that were ended by the caller while waiting in the queue. Only the real-time dashboard displays the number and percentage.
• Active Calls / Active Calls (IN): The number of calls that were routed by the call queue and are currently active with a call queue member.
• Answered Calls / Answered Calls (OUT) / Answered (OUT): The outbound call from the call queue was connected to the receiving party.
• Answered by Other: The number of calls that are answered by other team members. Can be applied to call queues and shared line groups.
• 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): The average time callers spend waiting in the queue. Displayed in minutes and seconds.
• Calls on Hold / Calls on Hold (IN): The number of inbound queue calls that are currently on hold.
• Completed Calls / Completed Calls (IN) / Completed (IN): Inbound calls that were answered by a call queue member. Only the real-time dashboard displays the number and percentage.
• Declined Calls (IN): The number of inbound queue calls declined by the associated member. In other words, they clicked the option to decline the call in the inbound call notification.
• Extension Type: 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.
• Forwarded to Voicemail / Forwarded to Voicemail (IN) / Forward to voicemail (IN): Inbound calls that were forwarded to the call queue’s voicemail. Only the real-time dashboard displays the number and percentage.
• Handling Time: The amount of time that a member spent speaking to an inbound caller and call queue wrap-up time.
• Held Calls / Held Calls (IN): The number of calls placed on hold.
• Inbound Calls / Inbound Call Volume: Number of inbound calls to the call queue. In the historical dashboard, the Inbound Call Volume chart displays the number of inbound calls to the call queue broken down by call result; for example, completed calls or abandoned calls.
• Longest Call Waiting Time / Longest Call Waiting Time (IN): The longest time that a caller spent waiting in the associated call queue. Displayed in minutes and seconds.
  Note: To view call waiting times for certain calls, see the historical detailed report.
• Missed/Missed Calls: The amount of calls not answered, including the ones forwarded to voicemail during business time.
• Outbound Calls: The number of outbound calls in the call queue.
• Outbound Call Volume: The amount of outbound calls from the associated call queue. In the historical dashboard, the Outbound Call Volume chart displays the number of outbound calls to the call queue broken down by answered and unanswered calls.
• Overflowed Calls / Overflowed Calls (IN) / Overflow (IN): Inbound calls that overflowed to another destination based on the call queue's settings. Both real-time and historical reports display the total number of overflowed calls by queue or a group of queues. If you view the real-time analytics dashboard for a specific queue by clicking the queue's name in the Call Queues section, you can see the breakdown of this KPI:
  • After Hours: Calls received outside of the queue's business hours or the member's business hours (if they are allowed to set their own business hours) and were overflowed based on the call queue's settings. This KPI consists of the following:
    • Forwarded to Voicemail (blue shaded): Calls received outside business hours that were forwarded to voicemail.
    • Forwarded to others (blue shaded): Calls received outside business hours that were forwarded to another extension or external number based on call handling settings, delegation settings, or another call queue.
  • Within Business hours: Calls received during the queue's business hours or the member's business hours (if they are allowed to set their own business hours) and were overflowed based on the call queue's settings. This KPI includes the following:
    • Forwarded to Voicemail (red shaded): Calls received during business hours that were forwarded to voicemail.
    • Forwarded to others (red shaded): Calls received during business hours that were forwarded to another extension or external number based on call handling settings, delegation settings, or another call queue.
• Receive Call Queue: Displays the opt-out reasons (if set up) and allows you to change whether members receive queue calls.
• Service Level: The percentage of calls answered within the threshold time (default is 30 seconds). The real-time analytics dashboard will display No Calls during the call queue's closed hours (when there's no inbound calls). The Service Level is calculated as all calls received in less than the threshold (default is 30 seconds), divided by all calls answered or completed by the queue members.
  Note: You can customize the threshold used to calculate the Service Level in the real-time or historical dashboard.
• Total Inbound Calls: The total number of inbound calls currently in the call queue.
• Unanswered Calls / Unanswered Calls (OUT) / Unanswered (OUT): The outbound call from the call queue was not connected to the receiving party. For example, receiving party was busy or rejected the call. The receiving party may also have settings that blocked the call.
• Waiting Calls / Waiting Calls (IN): Inbound calls that haven’t been answered and are waiting in the queue.
• Waiting Time: The amount of time that an inbound caller spent in the queue waiting for a member to answer their call.
• 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. These are also known as Call Status in the historical dashboard.

You can access the Member Availability report designed to provides data into know 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
• Active Call: Members on inbound calls that were routed by the call queue.
• On other call: Members that have not answered an inbound call queue call. In other words, this KPI includes:
  • Members that have called out using a call queue number
  • Members that are in a private inbound/outbound call; for example, using their personal phone number or any number other than the call queue number
• Hold Call: Members that placed their queue call on call.
• Wrap-up: Members that recently end their queue call and are in the wrap up time specified in the call queue settings.
• Opt-out: Members that have disabled call notifications for the call queue.
• Unavailable: Members are out of business hours within the call queue.
• Total Members: The total number of members in the selected call queue.

Members Performance KPIs

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

• Call Status: Status of the call received as being unavailable, available, or opt-out.
• Inbound Call Volume: Number of calls received by the agent.
• Completed Calls (IN): Number of calls received by the agent that was completed.
• Missed: Number of calls received by the agent that was missed.
• Answered by Others: Number of calls received by the agent that was answered by others.
• Declined Calls: Number of calls received by the agent that was declined.
• Held Calls: Number of 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 Holding Time (IN): The average time for on-hold calls received by the agent.
• Avg. Call Waiting Time (IN): The average time for calls waiting for the agent.
• Outbound Call Volume: The number of outbound calls performed by the agent.
• Answered Calls (OUT): The number of outbound calls performed by the agent that was answered.
• Unanswered Calls (OUT): The number of outbound calls performed by the agent that was unanswered.

Alert notification KPIs

• Number of Waiting Calls: The number of waiting calls in a call queue.
• Service Level: The percentage of calls answered within the threshold time (default is 30 seconds). You can customize the threshold used to calculate the Service Level in the real-time or historical dashboard.
• Inbound Missed Calls: The number of inbound calls that notified available queue members but was not answered.
• Inbound Avg Call Waiting Time: The average of the number of inbound calls in the call queue.
• Inbound Abandoned Calls: The number of inbound calls that was ended by the caller while waiting in the queue.
• Inbound Forwarded to Voicemail: The number of inbound calls that was forwarded to the call queue’s voicemail.