An Overview of Talkdesk Reporting Metrics and Descriptions

Do you use Talkdesk and would like a helpful overview of our reporting metrics as well as a description of each? Would you like to print out a cheat sheet with all of our metrics for easy access? Well, now you can!

Below is a list of Talkdesk Reporting Metrics, organized by tab within Talkdesk, as well as a description of each. You can also find these descriptions by scrolling over each icon in our reporting interface next to the metric.

Live Calls

This section of Talkdesk displays real-time metrics for all live calls, agent statuses and call queues. It is perfect to gain an at-a-glance overview of what is happening in your call center in the moment. You can view all calls in progress and listen to the calls in real-time without the caller or the agent knowing. You can also view the number of callers in the waiting queue as well as which callers are in the waiting queue. Finally, you can view how many agents and which agents are in each agent status (i.e., available, on a call, busy, lunch, offline, etc.).

Below are the Talkdesk metrics for live calls as well as a description of each:

Inbound Service Level: This is the percentage of inbound calls that are answered below the target threshold. Talkdesk sets a default target threshold of 20 seconds. Alternatively, you can select your own custom service level threshold.

Average Abandonment Time: This is the average time callers waited for their call to be answered by an agent before hanging up the call. This includes calls that were abandoned while in the waiting queue and IVR.

Average Wait Time: This is the average amount of time callers waited for their call to be answered by someone on your team. This provides some context into the current status of the waiting queues.

Longest Wait Time: This is the longest amount of time a caller that is currently in your waiting queue has been waiting for their call to be answered by someone on your team.

Total Wait Time: This is the total amount of time all inbound callers waited for their call to be answered by someone on your team.

Calls in Queue: This is the total number of all calls waiting in all waiting queues in real-time. You can also view the number of callers waiting in each waiting queue under “Call Queue Status” at the bottom of this section.

Inbound Call

This section of Talkdesk displays all inbound call metrics. Using our filtering functionality, you can view the following metrics for each phone number, each ring group, all phone numbers, all ring groups or a combination of phone numbers and ring groups:

Total Calls: This is the total number of inbound calls that reached your call center during a selected time frame. This includes calls that were answered, missed, abandoned and calls that went to voicemail.

Answered Calls: This is the number of inbound calls to your call center that were answered by someone on your team during a selected time frame. This includes calls that were answered during business hours as well as outside of business hours. This also includes calls that were answered by an agent where the caller hung up while they were on hold or while they were being transferred to another agent.

Missed Calls: This is the number of inbound calls to your call center that were missed by your team. This includes calls that were missed during business hours as well as outside of business hours. This also includes calls that were disconnected before an agent was routed the call as well as calls that were routed to an agent but the agent either did not answer or rejected the call.

Abandoned Calls: This is the number of inbound calls to your call center where the caller hung up before they were routed to an agent. If a caller disconnects while they are in the IVR, listening to a message or in a waiting queue, the call is considered abandoned.

Voicemails: This is the total number of voicemails that were left for your team during business hours as well as outside of business hours.

Completed During Business Hours: This is the number of inbound calls to your call center that were answered by an agent during your defined business hours.

Completed Outside of Business Hours: This is the number of inbound calls to your call center that were answered by an agent outside of your defined business hours.

Completed While Holding: This is the number of inbound calls where the caller hung up while they were on hold. In order for the call to be considered “completed”, the caller must have spoken with an agent before disconnecting.

Completed While Transferring: This is the number of inbound calls where the caller hung up while being transferred from one agent to another agent.

Missed During Business Hours: This is the number of inbound calls that were missed by your team during your defined business hours.

Missed Outside of Business Hours: This is the number of inbound calls that were missed by your team outside of your defined business hours.

Missed Offered: This is the number of inbound calls to your call center where the caller disconnected before an agent was routed the call. This includes voicemails received during business hours, callers that encountered a full waiting queue and were disconnected, callers that exceeded the waiting queue time limit and were disconnected as well as calls to your call center when no agents were logged in.

Missed Handled: This is the number of inbound calls to your call center that were routed to an agent but the agent either did not answer or they rejected the call.

Abandoned in IVR: This is the number of inbound calls where the caller abandoned the call while they were in the IVR.

Abandoned in Waiting Queue: This is the number of inbound calls where the caller abandoned the call while they were in the waiting queue.

Voicemail During Business Hours: This is the number of voicemails that were left during your defined business hours.

Voicemail Outside of Business Hours: This is the number of voicemails that were left outside of your defined business hours.

Voicemail from IVR: This is the number of voicemails that were left where the caller was directed to voicemail from the IVR.

Voicemail from Waiting Queue: This is the number of voicemails that were left where the caller was directed to voicemail from the waiting queue.

Service Level

This section of Talkdesk displays all metrics related to service level. You can view the following metrics for each phone number, each ring group, all phone numbers, all ring groups or a combination of phone numbers and ring groups using our filtering functionality:

Service Level: This is the percentage of inbound calls that are answered below the target threshold. Talkdesk sets a default target threshold of 20 seconds. Alternatively, you can select your own custom service level threshold.

Total Wait Time: This is the total amount of time all inbound callers to your call center waited for their call to be answered by your team.

Average Wait Time: This is the average amount of time inbound callers waited in your waiting queues before someone on your team answered their call.

Longest Wait Time: This is the longest time a caller waited in your waiting queue before someone on your team answered their call.

Average Abandonment Time: This is the average amount of time callers waited in your waiting queue for their call to be answered before hanging up.

Total Duration: This is the total duration of all inbound calls that were answered by your team.

Average Duration: This is the average duration of all inbound calls that were answered by your team.

Longest Duration: This is the duration of the inbound call that lasted the longest.

Outbound Call

This section of Talkdesk displays all outbound call metrics. Using our filtering functionality, you can view the following metrics for each phone number, each ring group, all phone numbers, all ring groups or a combination of phone numbers and ring groups:

Total Calls: This is the total number of outbound calls placed by your team.

Answered Calls: This is the number of outbound calls placed by your team that were answered by customers.

Missed Calls: This is the number of outbound calls that were placed by your team that were not answered by customers. This includes calls that went to voicemail and calls where there was no answer.

Abandoned While Transferring: This is the number of outbound calls placed by your team where the customer hung up while being transferred from one agent to another agent.

Total Duration: This is the total duration of all outbound calls placed by your team where the customer answered.

Average Duration: This is the average duration of all outbound calls placed by your team where the customer answered.

Longest Duration: This is the duration of the longest outbound call placed by your team.

Agents

This section of Talkdesk shows metrics for all agents on your team such as duration of time spent in each agent status, collectively, as well as metrics for each individual agent. The following are metrics that are displayed for each individual agent as well as a description of each:

Total Calls: This is the total number of calls, both inbound and outbound, handled by the agent.

Total Duration: This is the total duration of all calls, both inbound and outbound, handled by the agent.

Average Speed to Answer: This is the average time the agent took to answer inbound calls.

Total Inbound Calls: This is the total number of inbound calls handled by the agent.

Answered Calls: This is the total number of outbound calls placed by the agent that were answered by the customer.

Total Outbound Calls: This is the total number of outbound calls placed by the agent. This includes calls that were answered by a customer, calls that went to voicemail and calls that were missed by the customer.

Phone Numbers

This final section of Talkdesk Reporting Metrics is where you will find all metrics for all phone numbers that you have in your Talkdesk account. Once you navigate to this section in Talkdesk, simply click on the “Details” link next to a phone number and you will find the following metrics:

Total Calls: This is the total number of inbound and outbound calls handled using this phone number, regardless of which team member handled the call.

Service Level: This is the percentage of inbound calls that are answered below the target threshold. Talkdesk sets a default target threshold of 20 seconds. Alternatively, you can select your own custom service level threshold.

Waiting Queue: This is the average number of calls that were waiting in this phone number’s waiting queue during the selected time frame.

Total Wait Time: This is the total time callers waited for their call to be answered by a team member when they dialed this phone number.

Average Wait Time: This is the average time callers waited for their call to be answered by a team member when they dialed this phone number.

Longest Wait Time: This is the longest time a caller waited for their call to be answered by a team member when they dialed this phone number.

Average Abandonment Time: This is the average time a caller waited for their call to be answered by a team member when they dialed this phone number before they hung up the call.

Inbound Calls

Answered Calls: This is the total number of inbound calls answered on this phone number, regardless of which team member answered the call.

Total Duration: This is the total duration of all inbound calls answered on this phone number, regardless of which team member answered the call.

Outbound Calls

Answered Calls:This is the total number of outbound calls placed using this phone number that were answered by the customer, regardless of which team member placed the call.

Total Duration: This is the total duration of all outbound calls placed using this phone number, regardless of which team member placed the call.

There you have it folks! A comprehensive list of all real-time and historical metrics in Talkdesk. If you have any questions about these metrics, or would like more information about them, please do not hesitate to contact our call center software experts.