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What is a metric?
A metric is a measurable property that you can apply to a report and analyze data. For example, number of calls, the duration of call.
What is a filter?
Filters can be basic or advanced that you can apply on a metric to further drill-down your analysis. For example, you can apply a time period filter to see the total calls received in the last 30 days. With advanced filters, you can use the AND/OR operators for refined results.
How can you use metrics and filters in the report?
A report is a collection of widgets. You can apply metrics on widgets to analyze the data in the widget.
What is a no-answer or missed call?
No-answer calls are those that rang for the entire duration without being attended to by an agents. It is indicated by a red slashed arrow, signifying that the customer's call went unanswered by agents.
For example, Total Calls Grouped by Type is a widget that gives you the total number of calls grouped by the call type (completed, voicemail, abandoned, no-answer). Here, total calls is the metric grouped by call type.
To further drill-down the data, you can apply the customer number filter to see the calls received from or dialed to particular customer number.
Metrics:
The list of metrics that you can use on reports/widget are:
| Metrics | Definition |
|---|---|
| Duration | The duration of any call type - voicemail, abandoned, completed. |
| Hold time | The total time a call was put on hold. |
| Handle time | The overall talk time. This is calculated as: Handle Time + Talk Time + Hold time + After call work (ACW) |
| ACW time | The time an agent took to add call notes or other call details after a call is over. |
| Transferred | The number of times a call was transferred. |
| Wait time | The total time the caller spent before reaching an agent from the time they make the call. This is calculated as: Wait Time = IVR time +Wait Queue Time + message playing time + Ringing Time |
| IVR time | The time a caller spent on an IVR menu. |
| Talk time | The total time that a customer and an agent had the conversation. Note that this does not include the transfer time or hold time. In case of a bot call, this indicates the total conversation time between the bot and the caller. |
| Speed to answer | The time an agent took to answer a call from the time it rings. Note that this does not include the wait queue time. |
| Time to answer | The time an agent took to answer a call starting from the time it rings or enters the wait queue. Note that this does not include the welcome message and IVR time. In case of a bot call, this indicates the time the bot takes to answer the customer query. |
| Time to callback | The time when the agent called back the customer. |
| Time spent | The time spent by an agent in a particular availability status. |
Filters in Freshcaller:
The list of filters that you can apply on widgets/reports are:
| Filter | Definition |
| Number | Use this to filter the calls based on the phone number used for dialing or receiving calls. For example, if your widget is Total calls grouped by type (completed, voicemail, abandoned, no-answer), you can further drill-down this widget to see the data for a particular phone number in your account. |
| Direction | Use this to filter the calls based on the direction of the call - incoming or outgoing. For example, if your widget is Total calls grouped by type (completed, voicemail, abandoned, no-answer), you can further drill-down this widget to see the data only for incoming or outgoing calls. |
| Type | Use this to filter the calls based on the type of call. For example, if your widget is Total calls grouped by direction (incoming, outgoing), you can further drill-down this widget to see the data across each call type - completed, voicemail, abandoned, no-answer, canceled). |
| Abandonment reason | Use this to filter the calls based on the abandonment reason. For example, if your widget is Total abandoned calls (which gives you the number of abandoned calls), you can further drill-down this widget to view the Total abandoned calls by a specific abandonment reason. |
| Short abandon | Use this to filter the calls that were abandoned within the short abandon time. For example, if your widget is Total abandoned calls (which gives you the number of abandoned calls), you can further drill-down this widget to view the Total abandoned calls that were abandoned within the configured short abandon time. |
| Customer number | Use this to filter the calls received from or dialed to a specific customer's number. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to view the total number of incoming calls received from a particular customer's number. |
| Time period | Use this to filter the calls for a particular time period. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to view the Total number of incoming calls received in the past 6 months. |
| Business hours | Use this to filter the calls based on whether they arrived during or after your business hours. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to view if the calls came within the business hours. |
| Company name | Use this to filter the calls received from or dialed to a particular company name. For example, if your widget is Call volume trend by month (which gives you the total number of incoming and outgoing calls received for each month), you can further drill-down this widget to view if the calls from a particular company. |
| Transfer type | Use this to filter the calls by the transfer type. For example, if your widget is Total transfer (which gives you the total number of transferred calls), you can further drill-down this widget to see the type of transfer - warm or cold. |
| Service level breached | Use this to filter the calls that breached the configured service level target. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to view if the incoming calls that breached the service level. |
| Callback flag | Use this to filter the incoming calls for which the customers requested a callback. |
| Tag | Use this to filter the calls based on a particular tag that you added during a call. |
| Queues | Use this to filter the calls by a particular call queue name. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to view the incoming calls by a particular queue name. |
| Teams | Use this to filter the calls that were attended by a particular team. For example, if your widget is Total incoming calls (which gives you the total number of incoming calls received), you can further drill-down this widget to filter the incoming calls by a particular team. |
| Agents | Use this to filter the calls received or dialed by agents in your account. For example, if your widget is Total missed calls (which gives you the total number of missed calls in your account), you can further drill-down this widget to see the calls missed by a specific agent. |
| Status | Use this to filter the agents by their availability status. For example, if your widget is Total agent availability, you can further drill-down the widget to see the agent availability of a specific agent in your account. |
| Agent name | Use this to filter the agents by the agent name. |
