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This panel displays the following metrics for all of your IVRs combined:

  • 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
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