Call Statistics widget
Call statistics widget represents the call statistics for the tenant for the present date ( today ).
| Parameter | Description | Formula |
|---|---|---|
| Call Volume | The number of dialogues received. | |
| IVR Dropped Calls | The number of dialogues that never got queued (Pre-Queue Abandoned). | |
| Abandoned Calls | The number of queued dialogues that are disconnected before an agent answered. | |
| Accepted Calls | The number of queued dialogues accepted by an Agent. | |
| Accepted Calls within Service Level (SL) | The number of queued dialogues accepted by an Agent within Service Level (SL). | Accepted Calls within SL / (Abandoned Calls + Accepted Calls) |
| Abandonment Rate | This is the percentage of customers who hang up or disconnect before reaching an agent. | Abandoned Calls / (Abandoned Calls + Accepted Calls) |
Visual preview
