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