Service Level Availability refers only to incoming calls.
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Number of calls Sum of all incomming calls (missed and accepted).
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Missed calls Sum of all missed calls. Calls that were representatively accepted by another employees are not classified as missed.
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Accepted calls (conversations) Sum of all accepted calls with a call duration>0
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Average call duration per call Sum of call duration / number of successful calls
Call duration
Total call duration in minutes.
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Average waiting time The average waiting time is the time range from the first indication of the incoming call in the telephone system til acceptance of the call by the employee.
Outgoing calls are not considered.
Clicking the indicator opens the evaluation reaction time.
Peak Hour Time (hour) of the day (24h) with the most calls (incoming/outgoing). The earliest time is displayed. For example, if there are the same number of calls at 9 am and 2 pm, 9 am is displayed.
Clicking the indicator opens the evaluation Sum of accepted calls per hour.