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The Export option allows you to quickly export the call metrics data in a CSV or Excel file. You can use the different export options available to analyze and gain deeper insights into your call center performance. For example, the abandonment type option gives you exactly the type of call that was abandoned.
To export call metrics:
- Log in to your account and click on the Call Metrics option.
- Click on the Export option available at the top right corner of the Call Metrics table.
- Select how you want to export the data. You can export the call metrics as a CSV file or as an excel.
- Select the fields you want to export and click Export.
Note: Some of the fields are exported by default. Also, you can export the data only for the last 30 days from the current date.
The different metrics you can export are:
| Metrics | Description | Applicable Pricing Plan |
|---|---|---|
Customer Name (Default) | The name of the customer who dialed or received the call. | All |
| Customer Number (Default) | The customer's phone number. | |
| Direction (Default) | Indicates if the call is inbound or outbound. | All |
Agent Name (Default) | The agent who handled the call. For a bot call, you will see the call queue name that initiated the bot call. | All |
| Call Queue Name (Default) | The name of the call queue to which the call was received. | All |
Number (Default) | The phone number used for the call. | All |
| Call Status (Default) | Indicates the status of the call. The different call status/types are:
| |
| Call ID (Default) | The unique call reference ID from the database | All |
| Parent Call ID | The unique call reference ID of the parent call in cases where the call was transferred to another agent. | All |
| Company Name | The customer's company name. | |
Billing Time | The duration for which the call will incur charges. | All |
| Call Time | The timestamp of the call. | All |
| Date | The day when the call was made or received. | All |
| Team Name | Name of the agent's team who attended the call. | All |
| Customer Country | The country from where the customer called. | All |
| Call Tags | The list of tags an agent added during or after a call. | Garden, Estate, and Forest |
| Abandoned Type | Tells you the reason for the call abandonment. The Abandoned types are:
For more information, see Viewing your abandoned call metrics. | Forest |
Short Abandon | Indicates if the call was abandoned before the configured Short Abandon time. | All |
| Transfer Count | The number of times a call was transferred. | All |
| Business Hours | Indicates if the agent answered the call within business hours. | Blossom, Garden, Estate, and Forest |
Call Notes  | The notes an agent enters during or after the conversation. If a call record has notes, you will see a corresponding icon in the call metrics table. | All |
Wait Time | The total time the caller spent before reaching an agent from the time they make the call. This is calculated as: | All |
IVR time | The time a caller spent on an IVR menu. | Estate and Forest |
Queue time | The time difference between when a call is enqueued into the wait queue and dequeued from the wait queue. | Estate and Forest |
Ringing time | The time an agent took to pick up the call from the time it started ringing | Estate and Forest |
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. For a bot call, this indicates the total conversation time between the bot and the caller. | Estate and Forest |
Handle Time | The overall talk time. This is calculated as: Handle Time = Talk Time + Hold time + After call work (ACW) | All |
Call Cost | The number of phone credits spent on the call | All |
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. In case of a bot call, this indicates the time the bot took to answer a customer query. | Estate and Forest |
Hold Time | The total time a call was put on hold. | Estate and Forest |
ACW Time | The time an agent took to fill in notes, add the details of the call, after a call is over. | Estate and Forest |
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. | Estate and Forest |
| Callback | Indicates if an agent called back a customer. | Estate and Forest |
| Time to Callback | The time when the agent called back the customer. | Estate and Forest |
| Csat Transfer Made | Indicates if the call was transferred for customer satisfaction feedback. | Estate and Forest |
| Csat Outcome | The response (keypress) received from the customer. | Estate and Forest |
| Csat Time | The time the customer spent to give feedback. This is calculated from the time the call is transferred to the CSAT survey until the call disconnects | Estate and Forest |
| routing automation triggered | Indicates if routing automation call flow was triggered for this call. | Estate and Forest |
| automation app | The name of the custom app that was called to trigger routing automation call flow. | Estate and Forest |
| routing automation start time | Indicates the time when the call enters the routing automation call flow (the time the welcome message starts playing). | Estate and Forest |
| routing automation end time | Indicates the time when the routing automation call flow ended. That is, the time when the call was redirected to fallback options set in the call flow, after getting a response from the custom app or hangup time if the customer ends the call intermediately. | Estate and Forest |
| Service Level Breached | Indicates if the call breached the service level target. | Forest |
| Breached By | Name of the call queue that breached the service level target. | Forest |
