Summary
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.
Outflow Metrics
| Metric | Description |
|---|---|
| Tags | Provides additional context to the call. |
| Conversations | Total number of outbound conversations. |
| Connected | Number of Connected Calls |
| Failed | Number of failed calls |
| AHT | Avg. Handling Time (Call Duration + Wrapup) |
| ACD | Avg. time spent by agent on outbound calls |
| ACW | Avg. time spent by agent on post call wrap-up |
| Avg. Hold | Avg. Hold duration for outgoing conversations |
Outflow reports include both manual outbound calls and campaign calls.
Inflow Metrics
| Metric | Description |
|---|---|
| Tags | Provides additional context to the call. |
| Conversations | Total number of inbound conversations. |
| Answered | Number of Answered Calls |
| Abandoned | Number of Abandoned calls |
| AHT | Avg. Handling Time (Call Duration + Wrapup) |
| ACD | Avg. time spent by agent on outbound calls |
| ACW | Avg. time spent by agent on post call wrap-up |
| Avg. Wait | Avg. Wait duration for outgoing conversations |
| Service Level | Percentage of calls answered within defined period |