System metrics¶
Below you can find a list of all system metrics with their definitions and default operational categories.
| Category | Tile | Metric | Definition | Can be filtered by | KPI Targets available? | Requires CX Add-on? |
|---|---|---|---|---|---|---|
| Contact Center Operations | Live Inbound Monitor | Live Inbound Active Calls | Number of inbound calls currently connected and in progress. | Agent / Team / Queue / Number | Yes | Yes |
| Live Inbound Waiting Calls | Number of inbound calls currently waiting to be answered. | Yes | Yes | |||
| Live Inbound On Hold Calls | Number of inbound calls currently placed on hold. | Yes | Yes | |||
| Live Outbound Monitor | Live Outbound Active Calls | Number of outbound calls currently connected and in progress. | Agent / Team / Queue / Number | Yes | Yes | |
| Live Outbound Waiting Calls | Number of outbound calls that have been initiated but are not yet connected. | Yes | Yes | |||
| Live Outbound On Hold Calls | Number of outbound calls currently placed on hold. | Yes | Yes | |||
| Inbound Calls | Total Inbound Calls | Total number of incoming calls received during the selected time period. | Agent / Team / Queue / Number | Yes | No | |
| Answered Inbound Calls | Number of inbound calls that were successfully connected to a human or AI agent (i.e. reached an agent-level interaction, not just IVR, queue, or announcement). | Yes | No | |||
| Unreturned Inbound Calls | Number of inbound calls that were not connected to a human or AI agent (e.g. ended in IVR, queue, voicemail, or were disconnected before agent connection) and have not yet been followed by a successful outbound callback to the original caller. | Yes | No | |||
| Returned Inbound Calls | Number of previously unanswered inbound calls that were later followed by a successful outbound call to the original caller’s number, indicating the interaction has been completed via callback. | Yes | No | |||
| Average Inbound Call Duration | Average duration of completed inbound calls. | Yes | No | |||
| Average Inbound Call Waiting Time | Average time callers waited before an agent answered their call. Measured from the moment the caller selects the service option that routes them to an agent until the agent picks up the call. | Yes | No | |||
| Longest Inbound Call Waiting Time | Longest recorded waiting time for an inbound call. Measured from the moment the caller selects the service option that routes them to an agent until the agent picks up the call. | Yes | No | |||
| Outbound Calls | Total Outbound Calls | Total number of outgoing calls placed during the selected time period. | Agent / Team / Queue / Number | Yes | No | |
| Answered Outbound Calls | Number of outbound calls that were answered by the recipient. | Yes | No | |||
| Unanswered Outbound Calls | Number of outbound calls that were not answered by the recipient. | Yes | No | |||
| Average Outbound Call Duration | Average duration of completed outbound calls. | Yes | No | |||
| Average Outbound Call Waiting Time | Average time between dial initiation and call connection. | Yes | No | |||
| Longest Outbound Call Waiting Time | Longest time an outbound call took to connect. | Yes | No | |||
| Queue Performance | Total Number of Queued Calls Answered Within SLA | Number of queued calls answered within the defined SLA threshold. The SLA threshold is compared against the Average Inbound Call Waiting Time KPI. A call is counted as answered within SLA when the waiting time does not exceed the KPI target configured for that metric. Requires a KPI target to be set for Average Inbound Call Waiting Time. | Agent / Team / Queue / Number | Yes | No | |
| Total Number of Queued Calls Answered Outside SLA | Number of queued calls answered after the SLA threshold was exceeded. A call is counted as answered outside SLA when the waiting time exceeds the KPI target configured for the Average Inbound Call Waiting Time metric. Requires a KPI target to be set for that metric. | Yes | No | |||
| Total Number of Queued Calls Unanswered | Number of queued calls that were not answered at all. | Yes | No | |||
| Queue Heatmap | Peak Number of Calls in Queue | Highest number of simultaneous calls waiting in queue during the selected period. | Agent / Team / Queue / Number | Yes | No | |
| Lowest Number of Calls in Queue | Lowest number of calls waiting in queue during the selected period. | Yes | No | |||
| Average Number of Calls in a Queue | Average number of calls waiting in queue during the selected period. | Yes | No | |||
| Call Heatmap | Peak Number of Calls | Highest call volume recorded across all numbers, users, and teams by default; apply filters to narrow the view. | Type / Agent / Team / Number | No | No | |
| Lowest Number of Calls | Lowest call volume recorded across all numbers, users, and teams by default; apply filters to narrow the view. | No | No | |||
| Average Number of Calls | Average call volume across all numbers, users, and teams by default; apply filters to narrow the view. | No | No | |||
| Menu Heatmap | Total Selection Count of a Menu (IVR) Option | Number of times each menu option was selected within an IVR. The heatmap displays data for one IVR at a time since each IVR has its own structure and menu options. Use the selector at the top of the tile to choose the IVR you want to analyze. If you want to monitor multiple IVRs at the same time, you can duplicate the tile and select a different IVR in each tile. | Type / Agent / Team / Number / Queue | No | No | |
| Service Level | Service Level | A percentage-based metric that measures performance against predefined KPIs. Available only when KPI Targets are configured. | KPI Targets | No | No | |
| Customer Experience | Average CX Score | Average CX Score | Average AI-powered customer experience score across evaluated calls. | Type / Agent / Team / Queue / Ring Group / Number | No | Yes |
| CX Score Trends | CX Score Trends | Trend analysis showing how the CX Score changes over a selected period of time. | No | Yes | ||
| CX Scores vs. Team Availability | CX Scores vs. Team Availability | Comparison between CX Score and agent or team availability levels. | No | Yes | ||
| CX Scores vs. Call Waiting Time | CX Scores vs. Call Waiting Time | Correlation between CX Score and call waiting time. | No | Yes | ||
| CX Scores vs. Call Duration | CX Scores vs. Call Duration | Correlation between CX Score and call duration. | No | Yes | ||
| CX Scores vs. Agents | CX Scores vs. Agents | Comparison of average CX Scores across individual agents. | No | Yes | ||
| CX Scores vs. Teams | CX Scores vs. Teams | Comparison of average CX Scores across individual teams. | No | Yes | ||
| Team Performance | Live Team Monitor | Agents Available | Number of agents currently in Available status. | Team / Queue / Ring Group / Number | Yes | Yes |
| Agents Do not Disturb | Number of agents currently in Do Not Disturb status. | Yes | Yes | |||
| Agents On Active Call | Number of agents currently handling a call. | Yes | Yes | |||
| Agents On Hold Call | Number of agents currently managing a call on hold. | Yes | Yes | |||
| Agents Not On Call | Number of agents not currently engaged in a call. | Yes | Yes | |||
| Team Performance | Total Agent Calls | Total number of calls handled by agents over a selected period of time. | Type / Agent / Team / Queue / Ring Group / Number | Yes | No | |
| Average Agent Active Time | Average time an agent spends actively on calls. | Agent / Team / Queue / Ring Group / Number | Yes | No | ||
| Average Agent After-Call Work Time | Average time spent completing after-call tasks. | Agent / Team / Queue / Ring Group / Number | Yes | No | ||
| Average Agent Active Rate | Proportion of time an agent is engaged (Active Time + After-call Work Time) compared to idle time. | Agent / Team / Queue / Ring Group / Number | Yes | No | ||
| Average Time in Status per Agent | Average Time in Status per Agent: Available | Average time agents spend in Available status. | Agent / Team / Queue / Ring Group / Number | Yes | No | |
| Average Time in Status per Agent: Offline | Average time agents are offline. If Operating Hours are defined for an agent, offline time is calculated only within those specified hours. | Yes | No | |||
| Average Time in Status per Agent: Away | Average time agents spend in Away status. | Yes | No | |||
| Average Time in Status per Agent: Do Not Disturb | Average time agents spend in Do Not Disturb status. | Yes | No | |||
| Average Time in Status per Agent: On a Break | Average time agents spend in On a Break status. | |||||
| Average Time in Status per Agent: Busy On-Call | Average time agents spend actively handling calls. | Yes | No | |||
| Average Time in Status per Agent: After-Call Work | Average time spent completing after-call tasks. After-call work time is calculated as the sum of two components: (1) the Wrap-up time configured in the queue settings (see Queue Settings), which defines a fixed post-call window automatically applied after each call ends; and (2) any additional time the agent spends in Unavailable: After-Call Work status beyond the wrap-up window. Both components are combined to give the total after-call work time for each conversation. | Yes | No | |||
| Average Time in Status per Team | Average Time in Status per Team: Available | Average time teams spend in Available status. | Agent / Team / Queue / Ring Group / Number | Yes | No | |
| Average Time in Status per Team: Offline | Average time teams are offline. If Operating Hours are defined for a team, offline time is calculated only within those specified hours. | Yes | No | |||
| Average Time in Status per Team: Away | Average time teams spend in Away status. | Yes | No | |||
| Average Time in Status per Team: Do Not Disturb | Average time teams spend in Do Not Disturb status. | Yes | No | |||
| Average Time in Status per Team: On a Break | Average time teams spend in On a Break status. | |||||
| Average Time in Status per Team: Busy On-Call | Average time teams spend actively handling calls. | Yes | No | |||
| Average Time in Status per Team: After-Call Work | Average time spent completing after-call tasks. After-call work time is calculated as the sum of two components: (1) the Wrap-up time configured in the queue settings (see Queue Settings), which defines a fixed post-call window automatically applied after each call ends; and (2) any additional time the agent spends in Unavailable: After-Call Work status beyond the wrap-up window. Both components are combined to give the total after-call work time for each conversation. | Yes | No | |||
| Expense Management | Prepaid Balance History | Prepaid Balance History | Historical view of prepaid account balance over time. | Type / Agent / Team / Number | No | No |
| Spending by Source | Spending by Source | Breakdown of call-related spending by originating number or agent. | Type / Agent / Team / Number | No | No | |
| Spending by Destination | Spending by Destination | Breakdown of call-related spending by destination number or contact. | Type / Agent / Team / Number | No | No |