Summary

June 25, 2020

Summary report provide all the important key metrics of your call center so you can take your business decisions easily.

change the global filters like team, time period to check reports for various team and time range. Samespace shows All Team reports by default.

Summary

Outflow Metrics

MetricDescription
TagsProvides additional context to the call.
ConversationsTotal number of outbound conversations.
ConnectedNumber of Connected Calls
FailedNumber of failed calls
AHTAvg. Handling Time (Call Duration + Wrapup)
ACDAvg. time spent by agent on outbound calls
ACWAvg. time spent by agent on post call wrap-up
Avg. HoldAvg. Hold duration for outgoing conversations

Outflow reports include both manual outbound calls and campaign calls.

Inflow Metrics

MetricDescription
TagsProvides additional context to the call.
ConversationsTotal number of inbound conversations.
AnsweredNumber of Answered Calls
AbandonedNumber of Abandoned calls
AHTAvg. Handling Time (Call Duration + Wrapup)
ACDAvg. time spent by agent on outbound calls
ACWAvg. time spent by agent on post call wrap-up
Avg. WaitAvg. Wait duration for outgoing conversations
Service LevelPercentage of calls answered within defined period
On this page

Introduction

Outflow Metrics

Inflow Metrics