In this article, you'll learn more about the timestamps and duration metrics in Live Monitoring, so you can make the most of this data.
We’ll first remind the definitions, and then illustrate what it looks like with a few example.
Definitions
Time stamps
You can find here the definition of each timestamp:
The following timestamp is not provided yet, but is used to calculate the “Time to Answer”
- Waited At: This is for inbound calls only. It shows when the customer starts waiting for an agent - either in the queue (like in Example 1) or when the first agent’s phone rings (like in Example 2).
Durations
You can find here the definition of each duration:
Calls status
You can find here the meaning of each call status in Calls Status
Examples
Example 1 - answered call after wait in queue
| Time | Description | Timestamp | Call Status | Durations |
|
09:00 AM |
Mary calls customer support |
Started at |
In IVR for 2 min |
Time in IVR 2 min Waited For = Time to answer 5 min (In Analytics Time in IVR + Waited For = “Waiting Time”. This metrics also appears in the Call Timeline) In Call Time 3 min Total Call Time 10 min |
|
09:01 AM |
Mary presses 2 for support | |||
|
09:02 AM |
Waited at | In Queue for 1 min | ||
|
09:03 AM |
Louise is ringing | Ringing for 1 min | ||
|
09:04 AM |
Louise didn’t answer, back in queue | In Queue for 1 min | ||
|
09:05 AM |
Rafa is ringing | Ringing for 2 min | ||
|
09:07 AM |
Rafa picks up | Answered at | In Call for 3 min | |
|
09:10 AM |
Rafa hangs up | Ended at | Call Ended |
Example 2 - answered call after ringing only
|
Time |
Description | Timestamp | Call Status | Durations |
|
09:00 AM
|
Mary calls customer support | Started at | In IVR for 2 min |
Time in IVR 2 min Waited For = Time to answer 1 min (In Analytics Time in IVR + Waited For = “Waiting Time” In Call Time 7 min Total Call Time 10 min |
|
09:01 AM |
Mary presses 2 for support | |||
|
09:02 AM |
Rafa is ringing | Waited At | Ringing for 1 min | |
|
09:03 AM |
Rafa picks up | Answered at | In Call for 7 min | |
|
09:10 AM |
Rafa hangs up | Ended at | Call Ended |
Example 3 - unanswered call after waiting
|
Time |
Description | Timestamp | Call Status | Durations |
|
09:00 AM |
Mary calls customer support |
Started at |
In IVR for 2 min |
Time in IVR 2 min Waited For 2 min (In Analytics Time in IVR + Waited For = “Waiting Time” Total Call Time 4 min |
|
09:01 AM |
Mary presses 2 for support | |||
|
09:02 AM |
Mary enters the queue because no one is available |
Waited At |
In Queue for 1 min |
|
|
09:03 AM |
Louise is ringing |
Ringing for 1 min | ||
|
09:04 AM |
Louise didn’t answer, no other agent available . The call is ended. | Ended at | Call Ended |
Note:
In this case, Unanswered call reason is Users did not answer (agents_did_not_answer)