Some metrics with similar names or meanings are calculated slightly differently across Analytics, Live Monitoring, or other dashboards. This article explains the main differences to help you interpret your data accurately.

Note: For more information about key terms and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Live Monitoring: Top KPIs

Service Level (SLA)

Definition: SLA measures the percentage of inbound calls answered within your target time threshold.

DashboardCalculationNotes
Live Monitoring(Inbound calls answered within SLA time) ÷ (Inbound calls received within business hours)
  • You can exclude specific unanswered reasons using SLA settings. 
  • Calculation is based on Time to Answer.
Analytics – Inbound / Inbound+ Dashboards(Inbound calls answered within SLA time) ÷ (Inbound calls received)You can apply filters to exclude: Calls received outside business hours (to align with Live Monitoring)Unanswered calls (to align with Overview/Monitoring+)
Analytics – Overview, Analytics+, Monitoring+ Dashboards(Inbound calls answered within SLA time) ÷ (Inbound calls answered)
  • Calculation based on Time to Answer. 
  • User-level KPI: Uses agent ringing time rather than total queue time.

Example

  • SLA is set to 20 seconds.
  • Call rings Agent 1 for 25 seconds (unanswered)
  • Then rings Agent 2 for 5 seconds (answered)

Result:

  • Number KPI: Outside SLA (30s total)
  • User KPI: Within SLA (5s for Agent 2)
Note: The Time to Answer used in all SLA calculations in both Live Monitoring and Analytics starts when the caller begins ringing an agent or enters a queue and excludes any time spent in the welcome message, IVR menus, or interacting with the AI Voice Agent.

Waiting Time vs. Waited For

This metric differs slightly between Live Monitoring and Analytics dashboards.

DashboardDefinition
Live Monitoring
  • Metrics: Calls Waiting, Longest Wait, and Waited For apply only to inbound calls.
  • Answered inbound calls: Waited For starts when the call enters the queue or rings to an agent and ends when it’s picked up.
  • Unanswered inbound calls: “Waited For” starts when the call enters the queue or rings and ends when disconnected.
  • Excludes calls still in the welcome message or IVR.
Analytics (Overview, Inbound+, Unanswered+, Monitoring+, Call History, Call Timeline)
  • Answered inbound calls: Waiting time measures from the start of the call until it is picked up by a human agent, including the welcome message and any time spent in IVR, but excluding time when the caller is interacting with the AI Voice Agent..
  • Unanswered inbound calls: Waiting time measures from the start until disconnection including the welcome message and any time spent in IVR, but excluding time when the caller is interacting with the AI Voice Agent.
  • Outbound calls (connected): Measured from start until customer or voicemail answers.
  • Outbound calls (not connected): Measured from start until disconnection (equivalent to Total Call Time).
Note: In Analytics, Waiting time continues to include the welcome message and time spent in IVR, but excludes any time spent with the AI Voice Agent, as this is not considered a waiting experience.

Summary of Key Differences

MetricLive MonitoringAnalytics
Time to AnswerStarts when the caller begins waiting (queue or ringing)Starts when the caller begins waiting (queue or ringing), using the same logic as Live Monitoring. Excludes time spent in the welcome message, IVR menus, and with the AI Voice Agent.
SLABased on calls answered within SLA during business hoursBased on calls answered or received (depending on the dashboard), using the same Time to Answer definition (excluding welcome message, IVR, and AI Voice Agent).
Waited For / Waiting Time(only calls that have entered the queue or are ringing)Includes welcome message and time spent in IVR, but excludes time when the caller is interacting with the AI Voice Agent.