Voice and SMS reports, and live calls
Call volume, how inbound calls ended, talk and wait time and each agent's calls; SMS tickets and response times on their own; and who is waiting or on a call right now.
On this page
Analytics > Channels has three views along the top: All channels, Voice and SMS. Each keeps the date range and filters you picked; the channel filter applies to All channels only. Analytics > Live calls shows the calls happening now.
Voice#
The Voice view counts calls, not tickets, by the day each call started.
| Figure | What it counts |
|---|---|
| Voice tickets created | Tickets opened on the phone channel: calls in, calls out and voicemails |
| Total calls | All calls in both directions; a call that rang several agents is still one call |
| Inbound calls, Outbound calls | The same calls, split into customers calling you and agents calling customers |
| Inbound answered | Calls from customers that an agent answered. Transferring a call afterwards does not change that |
| Unanswered calls | Missed, abandoned and cancelled calls added together |
| Missed calls | Nobody picked up: the call went to voicemail, rang out, every agent rung declined it, or the flow hung up |
| Abandoned calls | The caller waited 10 seconds or more and hung up before any agent was rung |
| Cancelled calls | Calls the caller ended within 10 seconds, with no agent rung yet; usually a wrong number |
| Average talk time | Seconds connected to an agent, summed over answered calls in and out and divided by those calls. Hold time counts |
| Average wait time | Seconds callers spent in a queue until an agent answered or they left it, summed and divided by the calls that joined a queue |
Unanswered calls is the sum of the three below it, so do not add them on top of it. Many abandoned calls point to too few agents at busy times; cancelled calls are mostly misdials.
How inbound calls ended splits every inbound call into answered, missed, abandoned, cancelled, forwarded or sent to SMS by the call flow, and calls still going on. The rows add up to the inbound calls, and each share is out of all inbound calls.
Share of inbound calls shows the answered, missed, abandoned and cancelled shares beside the same shares in the comparison period, and Voice SLA achieved: the inbound calls answered within your phone SLA's time, out of those measured against it. Calls hung up within 10 seconds are not measured. Set the SLA in SLAs with Phone as its channel.
Agents#
One row per agent:
Inbound answered and Outbound: calls the agent took and placed.
Rings missed and Rings declined: each time the agent was rung and did not pick up, even when a teammate then answered. With broadcast queues, a call that one agent takes is a missed ring for each of the others it rang, so these can be far higher than the missed calls above.
Talk time and Average talk time over the calls the agent answered or placed.
Calls#
The newest calls in the range, up to 100, with their direction, the customer, outcome, agent, line and queue, wait, talk time, start time and ticket. Filter the list by direction or outcome. Click the play button on a call with a recording or voicemail to listen and read its transcript. Narrow the dates to reach older calls.
Export CSV downloads the figures and the agents table. Customers' phone numbers are not in the file.
SMS#
The SMS view runs the usual ticket figures on texts alone: Tickets created, Median first response time, Median resolution time, Messages per ticket, Tickets replied, Tickets closed, Messages received and Messages sent, each against the comparison period. They are worked out exactly as in the Overview, so they compare directly with your other channels. Turn on Business hours only to time responses inside opening hours.
The charts show SMS tickets created over the range and texts received against texts sent.
Texts stay open longer than email because customers often answer hours later, so a long resolution time on SMS is normal. Watch the first response time.
Live calls#
Analytics > Live calls refreshes every 5 seconds:
Callers waiting, the Longest wait, Calls in progress, callers still in the greeting or menu, and how many agents are ready.
Queues: callers waiting in each queue and how long the first in line has waited.
Waiting callers, longest wait first, with the queue and line.
Calls in progress, with the agent, customer, direction, line and how long the call has run, and whether it is on hold or being recorded.
Agents: each agent's voice state. Ready means their browser phone is on and free to ring; On a call; Wrap-up, with the time left; Not ready covers agents with the phone off or the helpdesk closed.
Listening in on a call from this page is not available.
Related articles
- Channel reportsSee how many tickets arrive by email, chat and contact form, how fast each channel is answered, and how to report on one channel alone.
- Filter, compare and export reportsPick a date range and a comparison, narrow a report to one channel, tag, agent or team, count business hours only, share the view and download it as CSV.
- Call queuesQueues hold callers and ring your agents. Choose who rings, one at a time or all at once, how long callers wait, priority, capacity, wrap-up time and hold music.
- Answer texts (SMS)Put an SMS line on one of your numbers so customers' texts become tickets you answer by text, with photos, the 1,600-character limit, and STOP, START and HELP handled for you.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.