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Freshdesk Contact Center 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.
You will see the following sections in Call Metrics:
Call Metrics Table
Freshdesk Contact Center 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 your call center's performance and operational efficiency on top of deriving insights from the basic call metrics.
Note: To view more call metrics, you can use the export option.
| 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. For 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. | Basic | All |
Number | The phone number used for the call | Basic | All |
Billing Duration | The duration for which the call will incur charges | Basic | All |
| Call Time | The timestamp of the call | Basic | All |
| Call Tags | The list of tags an agent added during or after the call | Advanced | Garden, Estate, and Forest |
Call Notes  | The notes an agent enters during or after the conversation. If a call record has call notes, you will see a corresponding icon in the call metrics table. | 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 Freshdesk Contact Center'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. | Basic | 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 |
Call Transcript | The transcribed text of a call. For a bot call, you will see the transcribed text of the conversation between the customer and bot. | Advanced | Forest (enabled on request) |
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.
Search Box
The search box allows you to quickly search for call records using the notes added by agents during a call.
To search using call notes, enter the call note text in the search box and hit Enter. The search result shows all the calls with the matching call notes.
Filters and Export
With the Filters option, you can drill down and narrow the calls based on few categories. For example, you can filter the calls based on the type of call - Answered, Missed, Abandoned, or Voicemail. For more details, see Filtering Call Metrics.
Similarly, the Export option allows you to export the call details in an excel format. You can use this information to gain deeper insights into your contact center. For details, see Exporting Call Metrics.
Call Details
In addition to the basic call metrics available in the call metrics table, you can find additional details in the Call Details section. When you click on a call record in the table, you will see the Call Details section, which has the following tabs:
- Call Summary: Gives you a quick gist on the call with details like the call cost, call duration, etc.
- Call Lifecycle: Displays the complete lifecycle of each call.
- Call Transcript: Displays the transcribed text of a call.
- Integrations: Allows you to manage in-house Freshworks product integrations. You can view the existing ticket, create a new ticket, or add to an existing ticket.
