AntRing - Call statistics

1. Introduction

This is the report and call data information on your switchboard. All incoming and outgoing calls on the switchboard are listed in this section.

Statistics information section is in AntRing section → Call report



2. Filter tool

Definition of information fields:

Parameter

Definition

From (MM-DD-YYYY)

Start time when filtering data

To (MM-DD-YYYY)

End time when filtering data

Staff

Filter by user 

Trunk

Filter by prefix (Trunking)

Group

Filter by user group on chat interface

Quick filter

Timeline for quick data filtering, consist of:

  • Today

  • Yesterday

  • This week

  • Last week

  • This month

  • Last month

3. Call statistics

This statistics section reports the number of incoming and outgoing calls on the switchboard, including basic statistics. Data in this section is taken from the entire Antbuddy system. The data table supports 2 types of views: Hourly, Daily.

3.1.View according to hour

With hourly view, you can view call statistics by each time frame (for example, 7:00 time frame statistics by call start time from 07:00:00 to 07:59:59)

3.2. View according to day

With daily view, you can view data for each day as shown below. You just need to filter the time you need to check and then view by "daily":


Additionally, you choose View graph by pressing "View graph"



3.3. Definition of incoming call parameters

Property

Description

Successful

Statistics on the total number of incoming calls on the switchboard that have been answered

% Successful

Percentage of answered calls out of total calls into the system = Success / Total Calls in * 100%


SLA

10s

Percentage of answered calls with waiting time within 10 seconds out of the total answered calls.

20s

Percentage of answered calls with waiting time within 20 seconds out of the total answered calls.

30s

Percentage of answered calls with waiting time from 20 seconds to 30 seconds out of total answered calls

40s

Percentage of answered calls with waiting time from 30 seconds to 40s out of total answered calls

45s+

Percentage of answered calls with waiting time over 45 seconds out of total answered calls

Miss

At IVR

Total number of abandoned calls at the IVR that have not yet reached the Queue. This means that the customer who calls the switchboard still listens to the Greeting file and has not transferred it to the Queue, then the customer hangs up.

At Queue

Total number of calls that entered the Queue but were not served for reasons such as: customer hung up, timeout expired,...

Total miss

Total abandoned calls

Total incoming calls

The total number of incoming calls served or abandoned across the system

3.3. Definition of outgoing call parameters

Property

Description

Success

Total successful outgoing calls 

Unsuccessful

No answer

Total number of unsuccessful calls due to the customer not picking up the phone.

Busy

Total number of unsuccessful calls due to the customer being busy

Cancel

The total number of unsuccessful calls due to the customer refusing to answer the phone

Other

Total number of unsuccessful calls due to errors, such as calling an incorrect number, or the customer number cannot be reached,...

Total outgoing calls

Total number of successful and unsuccessful outgoing calls

3.3. Export report

Antbuddy allows you to download statistical data tables to your computer. At the statistics table, click on “Export”.

4. Call report by employee

This is the statistics on the number of calls per Agent/User. Data in this section are statistical based on all incoming or outgoing calls of Agent/User (any incoming or outgoing calls of Agent/User will be statistical here).

Agents / Users who do not have incoming and outgoing call data during the report viewing period will not appear in this report.

View according to graph


4.1. Definition of incoming call parameters

Property

Description

Success

Total number of incoming calls throughout the system served by Agent

Miss

Total missed turns at Agent

Talk time

The total talk time of the Agent serving incoming calls, throughout the system, has the format hh:mm

4.2. Definition of outgoing call parameters

Property

Description

Success

Total number of successful calls made by Agent from the switchboard

Unsuccessful 

No answer

Total number of successful calls made by Agentdue to the customer not picking up the phone.

Busy

Total number of unsuccessful calls due to the customer being busy.

Cancel

The total number of unsuccessful calls due to the customer refusing to answer the phone.

Other

Total number of unsuccessful calls due to errors, such as calling an incorrect number, or the customer number cannot be reached,...

Total outgoing calls

Total number of successful and unsuccessful outgoing calls.

Talk time

The total talk time of the Agent making incoming calls, has the format hh:mm

4.3. Export report

Antbuddy allows you to download statistical data tables to your computer. At the statistics table, click on “Export”.

5. Call report by trunk

Call statistics by number is the statistics of call data by each trunk assigned to the Call center system.

5.1. Definition of incoming call parameters

Property

Description

Success

Total answered calls statistics on the switchboard

Miss

Overtime

Total incoming and missed calls outside configured time frame

Within the hour

Total incoming and missed calls within configured time frame

Total miss

Total missed calls

Total incoming calls

Total served and missed calls to numbers across the system.

5.2. Definition of outgoing call parameters

Property

Description

Success

Total successful outgoing calls called by the Agent from the trunk

Unsuccessful 

Total  unsuccessful outgoing calls called by the Agent from the trunk

Total outgoing calls

Total outgoing successfully and unsuccessfully calls by the Agent from the trunk

5.3. Export report

Antbuddy allows you to download statistical data tables to your computer. At the statistics table, click on “Export”.



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Article details:
Published date: 11/12/2023 11:16AM
Last updated: 11/12/2023 11:20AM (thuan.tran@antbuddy.com - thuan.tran@antbuddy.com)
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Author:thuan.tran@antbuddy.com (thuan.tran@antbuddy.com)
Category:AntRing Call Center