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Statistics

Go to Reporting β†’ Statistics to see what happened in your contact centre over a period you choose. Statistics are ready-made reports, grouped by channel and topic. Each one shows a chart and a table, and most can be split by queue, user, time, status or category.

  • A description of each statistic is displayed next to its name when you open it. Click the question mark for more details.
  • Hover over a column name to see exactly how that number is calculated.

Not sure which statistic answers your question? The KPI catalogue maps common contact-centre KPIs to the statistics below. To save statistics with a relative time range or have them emailed, add them to a Report. They can also be placed on wallboards and dashboards.

Info

Statistics use fixed dates: you pick the exact period each time. For a time range that moves with the calendar, such as "last week", use Reports or Analytics. To open Statistics, the user's access must include the Statistics module.

Preview of the Statistics Window

For each statistic, you can set a time range, select the queues and users that should be included and set up other filters depending on the type of statistic.

The Statistics window with numbered callouts for the filters, the statistics tree, the description, the PDF and Excel export buttons and the column selector

  1. Set up your time range. Select queues and users. Depending on the type of statistic, you can set up other filters too. See below for an overview.
  2. Select a statistic.
  3. A description of the currently selected statistic. Click the question mark in the right corner to open more details about the statistic.
  4. Export the statistic to PDF.
  5. Export the statistic to Excel.
  6. Select your columns.

When you select a statistic, hover over a column title to see a description of the metric.

IVR Option – Buttons column description

Column Description
1 Number options in IVR.
h Hangup by customer in IVR.
i Incorrect choice.
t The timeout.

Statistics Catalogue

The statistics tree is grouped as below. Groups only appear when they contain statistics, so you may see fewer groups. The names are those shown in the English interface. "By queues / users / time" means separate statistics with the same columns, broken down by each of those.

Activities

Activities cover all channels together.

Statistic What it shows
Activity counts by accounts / queues / statuses / time / users Number of activities per channel and direction: calls (incoming, outgoing, internal), web chats, emails, SMS, Messenger, Facebook comments, WhatsApp, Viber, Instagram DM, plus tickets. By statuses is the main contact-reason report. By time has a Timescale filter (hour of day, day of week …) for volume patterns.
Activity statuses by queues / users How many activities ended with each status.
Activity times by queues / users Total and average duration and focus time per channel. Focus time is the time the agent actually had the activity tab in focus, which matters when agents handle several chats at once.
Call Work by queue / time / user Handle time for calls. Call is the time from opening to closing the call activity. After call work is the time after the call ended until the activity was closed (status, notes, form). Before call work is the time between opening the activity and dialling, for example in campaigns.
Email templates by time How often each email template was used.

Custom Activities

Statistic What it shows
Custom activities counts by queues / time / users Number of custom activities, in total and per activity record type.
Custom activities times by queues / users Time spent on custom activities per activity record type.

Calls

Statistic What it shows
Calls by queues / time / users The core call report. Total calls. Answered Calls: total, unique callers, within / after SLA, transferred. Unanswered Calls: total, unique, within / after SLA, IVR exit. Wait, hold, call and talk time. Percentages are of all calls, see SLA filter. By users counts a call for every agent it rang at, and adds Rejected (agent rejected the call or didn't answer while it rang) and Answered by different user.
Inbound calls by local numbers Calls per local (DID) number: total, within SLA, answered, unanswered, talk and wait time. Shows which advertised numbers customers use.
IVR options How often callers chose each IVR option, hung up, made an invalid choice or timed out.
IVR periodic announcements The same for options offered in periodic announcements while callers wait.
Missed calls Calls counted as missed under the queue's Missed activities settings: called back within the chosen time, called back later, not called back, how many callbacks the customer answered, and the callback delay (min / avg / max). Empty unless Missed activities is on in the queue.
SLA intervals Share of all calls answered within each waiting-time interval, cumulative. The intervals are configurable (default 10, 20 … 120 seconds).
Call SLA intervals by queues / by time The same, split by queue or by time.

Web Chats, SMS, Messenger, WhatsApp, Viber and Instagram DM

Each messaging channel has the same set of statistics. Channel abbreviations in the names: Web, SMS, FBM (Facebook Messenger), WAP (WhatsApp), VBR (Viber), IG (Instagram DM).

Statistic What it shows
Channel chats by queues / time Incoming and outgoing conversations: total, answered, unanswered, Outside working hours (arrived when the queue was closed), average wait time and average duration. Web chats are incoming only.
Channel chats by users Per agent: incoming total, answered, Attempts (chats the agent rejected or didn't reach) and average duration; outgoing total, answered and average duration.
Channel SLA intervals by queues / by time Share of all conversations answered within each waiting-time interval.
Web chatbot by time / by decision tree Chats that went through a chatbot decision tree: total, Handled (went through at least one decision tree and never reached a queue) and time spent in decision trees. Use it to measure chatbot containment.

Social Media

Statistic What it shows
Social media posts reactions by queue / time / user Posts handled and the reactions they received.
Social media comments reactions by queue / time / user Comments handled and the reactions they received.

Campaigns

Statistic What it shows
Campaigns by databases / queues / record types / statuses / time / users Campaign calls: total, answered, unique answered, unanswered, Abandoned (predictive dialling: the customer answered but no agent was free). Campaign records: Edited, Done (won't be called again), rescheduled by the agent, rescheduled by the dialler. Call duration.
Campaign statuses by queues / users How many campaign records ended with each status, which is your conversion and outcome report.

Sessions

Statistic What it shows
Ready sessions Per agent: ready, pause and idle duration, and Occupancy = (ready time βˆ’ unpaid pause time βˆ’ idle) / (ready time βˆ’ unpaid pause time). Also the shortest, average and longest daily ready time. Occupancy only means something if your pauses are correctly marked as paid or unpaid.
Pause sessions by time / users Login and idle duration, total pause duration and the time spent in each pause.
Queue sessions by queues How long agents were logged in to each queue and how many agents.
Queue sessions by users How long each agent was logged in to which queues.

Tickets

Statistic What it shows
Tickets by time / categories / accounts / statuses Created: total, by priority, time to first response. Closed: total, responded, SLA in / SLA out, Responded SLA in / out, time to first response. Backlog: created minus closed (+5 means 5 more tickets were created than closed). Time to close. Response and close times count only the category's working hours.
Tickets by users Closed tickets per agent with the same SLA and timing columns.
Ticket resolution rate by categories / time / users Open and closed tickets, and how many closed tickets needed 0, 1, 2 … 10 or more activities (comments don't count). Tickets closed after one activity are a proxy for first contact resolution.
Ticket solution time limit by categories / time / users How many tickets were solved within each number of hours or days (Interval filter).

SLA columns only work when the ticket category has an SLA.

Rating

Statistic What it shows
NPS rating by queue / time / user Activities total and answered surveys, Negative (detractors, 0–6), Neutral (passives, 7–8), Positive (promoters, 9–10) and Net Promoter Score = (promoters βˆ’ detractors) / answered. Needs an NPS survey template.
QA rating by queue / user Activities total, activities rated with a QA form, and the average score. Filter by QA Form. See QA Forms.

AI

Statistic What it shows
AI topics by queues / time / users Results of AI Topics: the values and statuses AI extracted from conversations.

If you use AI Coworkers, the AI group also contains a folder for each AI Coworker with its own statistics.

Filter Overview

Filters available only in some statistics.

Filter Available in statistics Description
Timescale Activity counts by time, Call Work by time, Calls by time, Call SLA intervals by time, all chats by time and SLA intervals by time statistics, Web chatbot by time, Campaigns by time, Tickets by time, Ticket resolution rate by time, Ticket solution time limit by time, NPS rating by time How the time axis is grouped: individual days, or totals per hour of day, day of week, day of month, week of year or month of year. Use hour of day and day of week to see when customers contact you.
SLA Calls by time, Calls by queues, Calls by users, Inbound calls by local numbers The waiting-time threshold in seconds for the Within SLA / After SLA columns. Default 20 seconds. It applies only to this statistic, not to the queue. Percentages are of all calls, so they are not the service level. See Service Level vs SLA.
Skip hung up Calls by queues, Calls by users, Inbound calls by local numbers Leaves out unanswered calls where the caller hung up within the set number of seconds (0–30). Answered calls are always included. Use it to ignore very short abandons and misdials.
Min. waiting time Missed calls Only counts missed calls where the caller waited at least this long.
Minutes / Hours Missed calls The callback window: missed calls called back within this time count as Called In, later ones as Called After. Default 24 hours.
Intervals SLA intervals, Call SLA intervals by time / by queues, all SLA intervals chat statistics The waiting-time intervals in seconds, separated by commas.
Local number Inbound calls by local numbers Filter calls by local number.
Local number description Inbound calls by local numbers Filter calls by local number description.
Category Tickets by time / users / categories / accounts / statuses, Ticket resolution rate by time / categories / users, Ticket solution time limit by time / categories / users Filter tickets by category.
Account Tickets by accounts Filter tickets by accounts.
Row limit Tickets by accounts Limit the number of rows displayed in the statistic.
QA Form QA rating by queue, QA rating by user Filter by the QA form used in the rating.
Interval Ticket solution time limit by time / categories / users Show solution times in days or hours.

Next Steps