📶Call Dashboard

This guide explain about how our Call Analytics works!

Dashboard Parameters

The following table lists the related parameters for Call Analytics Dashboard

Parameter	Description
Service Level	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time.
Total Calls	The total number of calls that queue received.
Missed Calls	The total number of calls that queue missed.
Abandoned Calls	The total number of calls that callers abandoned before connecting to an agent.
Answered Calls	The total number of calls that queue answered.
Average Waiting Time	The average amount of time that it takes for an incoming call to be distributed to an agent.
Average Call Duration	The average amount of time that agents handled the calls
Queue Comparison	Percentage distribution of calls to different queue groups
Call End Results	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.
Call Tags	Category / Topics related to calls (For Example, Complaint Calls, Membership Renewal Calls etc.)

Dashboard example