Call Statistics

This page provides detailed instructions on using the Call Statistics page. It presents key daily call metrics, including call volume, answered calls, and service performance indicators, enabling administrators to quickly monitor overall operational trends.

Overview

The Call Statistics feature aggregates call data by day for the entire call center or within the user's authorized scope, providing a high-level view of key performance metrics. This page enables users to evaluate daily call volume, agent performance, and line quality, making it easy to identify abnormal trends, such as a sudden decrease in the answer rate, without reviewing individual call records.

Accessing the Feature

After logging in to the Call Center platform, navigate to Calls > Call Statistics (or Reports > Daily Overview) to open the statistics page.

Feature Description

View Call Statistics

At the top of the page, the filter bar provides the following search option:

• Date Range: Required. Select a start and end date (for example, Last 7 Days, This Month, or a Custom Range).

After configuring the search criteria, click Search. The statistics list is refreshed immediately to display the results for the selected period.

The statistics list includes the following fields:

• Date: The reporting date in YYYY-MM-DD format. Records can be displayed in ascending or descending order.
• Total Calls: The total number of calls initiated on the selected date, including inbound calls, outbound calls, and internal calls. All initiated calls are counted, regardless of whether they were answered.
• Answered Calls: The total number of successfully connected calls that generated talk time, including calls answered by agents, customers, IVR, or voicemail.
• Unanswered Calls: The total number of calls that were not successfully connected, including busy, no answer, caller hang-up, system failures, and other unsuccessful call outcomes. Total Calls = Answered Calls + Unanswered Calls
• Answer Rate: A key performance indicator used to evaluate call connectivity and agent efficiency. The calculation is: (Answered Calls ÷ Total Calls) × 100%. The result is typically displayed with two decimal places (for example, 95.20%).

Note: If Total Calls is 0, this field displays "-" or "0%".