| Applicable Plans | ✔ Sprout | ✔ Blossom | ✔ Garden | ✔ Estate | ✔ Forest |
|---|
Freshcaller provides real-time call metrics based on your inbound and outbound calls. Use the metrics to gain insights into your business. The call metrics serve as building blocks for analytics and reporting. For example, to analyze an agent's performance, you can create a report with call metrics specific to an agent such as call handle time, ACW, and answering speed answer.
User/Role: All agents, supervisors, admins, and account admins can access the Call Metrics tab.
The Call Metrics tab allows you to:
- Quickly view the most important call details with just one click
- Customize and export the required metrics for your analysis
- Filter and view metrics based on your requirement
- Search for call records using the call notes text
For more information, see Using the call metrics tab.
Basic and Advanced Metrics
Freshcaller provides an extensive set of basic and advanced call metrics that provide detailed information about each inbound and outbound call in your call center.
Basic Metrics: Provides the basic details, for example, the name of the caller/company/customer, the type of call (inbound or outbound), the call timestamp, the agent who received or dialed, the called number, and the timestamp of the call.
Advanced Metrics: Provides deeper insights on the performance and operational efficiency of your call center on top of deriving insights from the basic call metrics.
Notes:
|
| Metrics | Description | Basic/ Advanced | Applicable Pricing Plan |
|---|---|---|---|
Customer Name/Number | The name or number of the customer who dialed or received the call | Basic | All |
| Direction | Indicates if the call is inbound or outbound. | Basic | All |
Assigned to/Agent Name | The agent who handled the call. In case of a bot call, you will see the call queue name that initiated the bot call. | Basic | All |
| Related call | Indicates if a call has a subsequent child/related call. When you transfer or initiate a conference call with another agent, a child call is created.  The blue bubble next to the agent name indicates the number of related calls made. Click on the bubble to view more details. For more information, see Viewing Related Calls. | ||
Number | The Freshcaller phone number used for the call | Basic | All |
Billing Duration/Billing Time | The duration for which the call will incur charges | Basic | All |
| Call Time | The timestamp of the call | Basic | All |
| Call ID | The unique call reference ID from the database | Basic | All |
| Parent Call | The unique call reference ID of the parent call in cases where the call was transferred to another agent. | Basic | All |
| Call Type/Call Status | Indicates the status of the call. The different call status/types are:
| Basic | Abandoned call metrics are visible for Forest customers. Voicemail metrics are visible for Garden, Blossom, and Estate customers |
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. | Basic | All |
| Customer Country | The country from where the customer called | Basic | All |
Wait Time | The total time the caller spent before reaching an agent from the time they make the call. This is calculated as: | Basic | All |
Handle Time | The overall talk time. This is calculated as: Handle Time = Talk Time + Hold time + After call work (ACW) | Basic | All |
Short Abandon | Indicates if the call was abandoned before the configured Short Abandon time. | Basic | All |
Call Cost | The number of phone credits spent on the call | Basic | All |
| Cost Payable | The amount payable after deducting the free incoming call minutes (if available). The free incoming call minutes vary based on your subscription plan and the plan is available only in few countries. For more details, see Overview of Free Local Incoming Minutes. | Basic | Blossom, Garden, Estate, and Forest |
| Transfer Count | The number of times a call was transferred. | Basic | All |
| Team Name | Name of the agent's team who attended the call | Basic | All |
Recording | The recording of the call. You can pause and play the recording as needed. If you have a call recorded, you will see a corresponding call recording icon in the call metrics table. If you have Freshcaller's Voicebase PCI redaction app in your account, the call recordings will be redacted for any customer's sensitive data. In this case, you will see the redaction icon next to your recordings. | Advanced | Blossom, Garden, Estate, and Forest |
Transcription (Voice mail) | The transcribed text of a voicemail recording. If you have a voicemail transcript, you will see a corresponding voicemail transcript icon in the Call Metrics table. | Advanced | Blossom, Garden, Estate, and Forest |
Bot Transcript | The bot transcript recorded. If a customer called a smart answer enabled number and if the bot responded, you can see the bot transcript using this icon. | Advanced | Forest (enabled on request) |
| In Business Hours | Indicates if the agent answered the call within the business hours | Advanced | Blossom, Garden, Estate, and Forest |
IVR time | The time a caller spent on an IVR menu | Advanced | Estate and Forest |
Queue time | The time a caller spent in the call queue before reaching an agent | Advanced | Estate and Forest |
Ringing time | The time an agent took to pick up the call from the time it started ringing | Advanced | Estate and Forest |
Answering speed | 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. | Advanced | 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. In case of a bot call, this indicates the total conversation time between the bot and the caller. | Advanced | Estate and Forest |
Hold Time | The total time a call was put on hold | Advanced | 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. | Advanced | 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. | Advanced | Estate and Forest |
| Callback | Indicates if an agent called back a customer | Advanced | Estate and Forest |
| Time to Callback | The time when the agent called back the customer | Advanced | Estate and Forest |
| Csat Transfer Made | Indicates if the call was transferred for customer satisfaction feedback | Advanced | Estate and Forest |
| Csat Outcome | The response (keypress) received from the customer | Advanced | 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 | Advanced | Estate and Forest |
| routing automation triggered | Indicates if routing automation call flow was triggered for this call. | Advanced | Estate and Forest |
| automation app | The name of the custom app that was called to trigger routing automation call flow. | Advanced | 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). | Advanced | 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. | Advanced | 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. | Advanced | Forest |
| Service Level Breached | Indicates if the call breached the service level target. | Advanced | Forest |
| Breached By | Name of the call queue that breached the service level target. | Advanced | Forest |
In addition to the above metrics, you can also view metrics related to any third-party app integration. For example, if you have a Freshdesk integration, you will see Freshdesk ticket links.
