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- Rd. (Received) – total number of dials into your IVR phone number(s).
- Qd. (Queued) – total number of calls queued
- An. (Answered) – total number of calls answered
- Ab. (Abandoned) – total number of calls abandoned (not answered)
- VM. (Voicemail) – total number of calls answered by voicemail
- An. Rate (Answer Rate) – percentage of calls answered
- Ab. Rate (Abandoned Rate) – percentage of calls abandoned (not answered)
- Service Level – percentage of calls answered within the Acceptable Waiting Time (AWT) set no the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula:
- Wait Time – time callers have waited in queue (does not include hold time)
- Min. – minimum wait time
- Max. – maximum wait time
- Avg. – average wait time
- Talk Time – time callers have spent speaking with a representative (including any time put on hold).
- Min. – minimum talk time
- Max. – maximum talk time
- Avg. – average talk time