Some metrics with similar names or meanings are calculated slightly differently in Analytics, Live Monitoring, the old Livefeed, or across various dashboards.
We're working to resolve these differences, but in the meantime, here are more details to help you get the most from your data.
Time to answer
Reminder: Time to answer applies only to answered inbound calls and helps evaluate how long customers are kept waiting before their call is answered.
-
In Live Monitoring:
"Time to Answer" starts when the customer begins waiting, either when the call enters the queue (if any) or when the agent's phone starts ringing. It ends when the call is picked up. -
In Analytics:
It works the same, but only if the customer navigated an IVR menu and made a selection. If the call only played a welcome message, "Time to Answer" starts at the beginning of the call.
In the Live Monitoring
“Time to Answer” is always starting from the moment the customer is starting waiting for an answer
It starts when the call enters the waiting queue (if any) or when the agents phone start ringing
It ends when the calls gets picked up
In the Analytics
This is the same but only when the customers went through an IVR menu and selected an option.
If the call went through a welcome message only, Time to answer stars from the beginning of the call.
Examples:
| Time | Description | Analytics | Live Monitoring |
| 09:00 AM | Mary calls customer support and a welcome message is played | Time to answer 3 mins | Time to answer 1 min |
| 09:02 AM | Rafa is ringing | ||
| 09:03 AM | Rafa picks up |
| Time | Description | Analytics | Live Monitoring |
|
09:00 AM |
Mary calls customer support and a welcome message is played |
Time to answer 7 mins |
Time to answer 5 mins |
|
09:02 AM |
Mary enters the queue because no one is available | ||
|
09:03 AM |
Louise is ringing | ||
|
09:04 AM |
Louise didn’t answer, back in queue | ||
|
09:05 AM |
Rafa is ringing | ||
|
09:07 AM |
Rafa picks up |
| Time | Description | Analytics | Live Monitoring |
|
09:00 AM |
Mary calls customer support | Time to answer 1 min | Time to answer 1 min |
|
09:01 AM |
Mary presses 2 for support | ||
|
09:02 AM |
Rafa is ringing | ||
|
09:03 AM |
Rafa picks up |
| Time | Description | Analytics | Live Monitoring |
|
09:00 AM
|
Mary calls customer support | Time to answer 5 mins | Time to answer 5 mins |
|
09:01 AM
|
Mary presses 2 for support | ||
|
09:02 AM
|
Mary enters the queue because no one is available | ||
|
09:03 AM
|
Louise is ringing | ||
|
09:04 AM
|
Louise didn’t answer, back in queue | ||
|
09:05 AM
|
Rafa is ringing | ||
|
09:07 AM
|
Rafa picks up |
You can find more examples in this article.
Service Level, SLA
Reminder: SLA allows you to assess how many calls you answer within an acceptable amount of time.
Here’s how SLA calculations vary depending on the dashboard you’re using:
|
Dashboard |
Description |
Live Monitoring |
Number of Inbound calls answered within SLA time / Number of inbound calls received within business hours You can fine-tune this calculation with settings to exclude certain types of calls based on their missed reason. This calculation is based on Time to Answer (see the chapter above for details). See more details here |
Analytics - Inbound and Inbound+ dashboards |
Number of inbound calls answered within SLA time / Number of inbound calls received You can fine-tune this calculation with filters to exclude certain types of calls based on their missed reason. For instance:
This calculation is based on Time to Answer (see the chapter above for details). See more details here |
Analytics - Overview , Analytics+ and Monitoring+ dashboard |
Number of inbound calls answered within SLA time / Number of inbound calls answered This calculation is based on Time to Answer (see the chapter above for details). Note: The user's KPI calculation differs as it focuses on individual agent performance. In this case, the calculation is based on how long the agent's phone rings. For example:
|
Livefeed |
Number of inbound calls answered within SLA time / Number of inbound calls answered This calculation is based on the total time from the start of the call until the pick up. |
Waiting time versus Waited for
Here's how waiting time calculations vary based on the dashboard you're using:
|
Dashboard |
Description |
Live Monitoring |
Calls waiting, Longest Wait, and Waited For metrics applies only to inbound calls. Longest wait is the maximum "Waited For" time among ongoing calls. So this is the call currently waiting the longest. For answered inbound calls: The calls waiting show the ongoing inbound calls since they enter the queue or ring to an agent Waited For start from the moment the calls enters the queue or rings to an agent. It ends when the call is picked-up For unanswered inbound calls: The calls waiting show the ongoing inbound calls since they start until they are disconnected Waited For start from the moment the calls enters the queue or rings to an agent. It ends when the call is disconnected In both cases: Calls waiting, Waited for, Longest wait exclude calls still in the welcome message or IVR. |
Livefeed |
Calls waiting and Longest Waiting time metrics apply only to inbound calls. Longest Waiting time is the maximum "Waiting time" time among ongoing calls. So this is the call currently waiting the longest. For answered inbound calls: The calls waiting show the ongoing inbound calls since they start until they are picked up. The waiting time is the same as above. For unanswered inbound calls: The calls waiting show the ongoing inbound calls since they start until they are disconnected. The waiting time is the same as above. In both cases: Calls waiting also includes calls still in the welcome message or IVR. |
Analytics - Overview (average waiting duration)Analytics Pro (waiting time)Inbound+ (Avg waiting time)Unanswered calls+ (average waiting duration)Monitoring+ (avg wait time)Call history (Waiting time)Call Timeline (Waiting time) |
For answered inbound calls The field waiting time measures the time from the start of a call until it is picked up by the user (if answered). For unanswered inbound calls: The field waiting time measures the time from the start of a call until it is disconnected. It is equivalent to the Total Call Time, so the waiting time includes the welcome message and time spent in the IVR. In both cases: The waiting time includes the welcome message and time spent in the IVR. For outbound calls connected: The field waiting time measures the time from the start of a call until the customer or voicemail answers. For outbound calls not connected: The field waiting time measures the time from the start of a call until it is disconnected. It is equivalent to the Total Call Time |