Inflow

August 18, 2020

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.

InFlow Report Samespace

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

You can see inflow report breakdown by agent, date, location, tags and skills.

On this page

Introduction

Inflow Metrics