# Call Dashboard

### Dashboard Parameters

The following table lists the related parameters for Call Analytics Dashboard

<table><thead><tr><th width="253">Parameter</th><th>Description</th></tr></thead><tbody><tr><td>Service Level</td><td>The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time.</td></tr><tr><td>Total Calls</td><td>The total number of calls that queue received.</td></tr><tr><td>Missed Calls</td><td>The total number of calls that queue missed.</td></tr><tr><td>Abandoned Calls</td><td>The total number of calls that callers abandoned before connecting to an agent.</td></tr><tr><td>Answered Calls</td><td>The total number of calls that queue answered.</td></tr><tr><td>Average Waiting Time</td><td>The average amount of time that it takes for an incoming call to be distributed to an agent.</td></tr><tr><td>Average Call Duration</td><td>The average amount of time that agents handled the calls</td></tr><tr><td>Queue Comparison</td><td>Percentage distribution of calls to different queue groups</td></tr><tr><td>Call End Results</td><td>Classification of the outcome of a customer interaction or contact. When an agent completes a conversation with a customer, they typically log the result or disposition of that interaction for tracking and analysis purposes. This information helps the contact center and its management to understand the nature of customer inquiries, measure the effectiveness of support, and identify areas for improvement.</td></tr><tr><td>Call Tags</td><td>Category / Topics related to calls (For Example, Complaint Calls, Membership Renewal Calls etc.)</td></tr></tbody></table>

### Dashboard example

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FEwAoSO0pzLC8YFF8gt4q%2FScreen%20Shot%202024-06-13%20at%2012.41.52.png?alt=media&#x26;token=6f9b7ddb-30ab-48e3-ad39-8a0249788227" alt=""><figcaption></figcaption></figure>

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FbA6FYOmvRzkmTFl9Ko5d%2FScreen%20Shot%202024-06-13%20at%2012.29.47.png?alt=media&#x26;token=6bb4df7a-11ff-4a75-b00a-6abcf1a8ce2e" alt=""><figcaption></figcaption></figure>


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