InFlow oversees all inbound calls. Surveying the volume of incoming calls helps your team determine the fastest way to deliver assistance, thus optimising customer wait times.
|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|
You can see inflow report breakdown by agent, date, location, tags and skills.