Statistics

Get an overview of your agents' performance in a given time period. The statistics are grouped by type.

A description of each statistic is displayed next to its name when you open it.

Hover over column names to see their descriptions.

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.

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

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

IVR Option – Buttons Column descripton

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

Filter Overview

An overview of filter available only for some statistics.

Filter	Available in statistics	Description
Timescale	Activity counts by time Call work by time Calls by time Call SLA intervals by time Web chats by time Web SLA intervals by time Web chatbot by time SMS chats by time SMS SLA intervals by time FBM chats by time FBM SLA intervals by time WAP chats by time VBR chats by time Campaigns by time Tickets by time Ticket resolution rate by time Ticket resolution time limit by time NPS rating by time	View different groupings by time.
SLA	Calls by time Calls by queues Calls by users Inbound calls by local numbers	Filter by the time agents should answer calls by from the time the call starts ringing. The default time is 20 seconds.
Skip hanged up	Calls by queues Calls by users Inbound calls by local numbers	Set to not include calls that were hung up in the set time.
Min. waiting time	Missed calls	Filter Missed calls by how long the callers waited before hanging up.
Minutes / Hours	Missed calls	Filter calls by the time it took agents to call back a missed call.
Intervals	SLA intervals Call SLA intervals by time Call SLA intervals by queues Web SLA intervals by time Web SLA intervals by queues SMS SLA intervals by time SMS SLA intervals by queues FBM SLA intervals by time FBM SLA intervals by queues	Set up your overview of how long agents took to answer calls.
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 Tickets by users Tickets by categories Tickets by accounts Tickets by statuses Ticket resolution rate by time Ticket resolution rate by categories Ticket resolution rate by users Ticket solution time limit by time Ticket solution time limit by categories Ticket solution time limit by 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 Ticket solution time limit by categories Ticket solution time limit by users	Select to see how long tickets took to be solved in days or hours.