Applicable plans: Sprout, Blossom, Garden, Estate 


Who can access the call metrics page?

Every user be it an agent, supervisor, admin or account admin can access call metrics. 


Freshcaller comes packed with real-time call performance metrics. Choose to see metrics that your business cares about alongside detailed call logs from the Call Metrics tab.


Follow these steps to choose the metrics you want displayed in the call metrics tab:

  1. Click on the eye icon, the list of metrics will be displayed here

  2. You can choose to view up to four metrics at a time in your call metrics tab 

  3. A small tick appears next to the metric you have chosen  

Before we move to the details of what each metric means and the list of metrics, let's look at the two categories of metrics available to you.

 

1. Basic call metrics: These are the simple-to-start with metrics that gives you the basic details of you calls.

2. Advanced call metrics: Whereas, the advanced call metrics give you deeper insights on the performance and operational efficiency of your call center on top of deriving insights from the basic call metrics.

 

Basic call metrics:

  

 Advanced call metrics:

 

You can access the basic or the advanced call metrics by choosing the relevant Freshcaller plans. The following table will help you understand the call metrics available in each plan and what they mean.

 

Basic/Advanced

Call Metrics

 What each metric means





Basic call metrics



Customer Name

Name of the customer who made or received the call

Assigned to

The agent who handled the call

Number

The Freshcaller phone number to which the call was made or received

Wait time

IVR time + Wait queue time

Total time spent by a caller before reaching an agent from the time they make the call

Handle time

Talk time + Hold time + ACW

Overall talk time

Billing time

The duration for which the call will incur charges

Short Abandon

Whether the call was abandoned before the set short abandon time. TIP: Learn to set Short Abandon here. 



Cost

The amount of phone credits that was spent on the call. 

Basic call metrics + Call recording


*Available for all Blossom, Garden and Estate users.

Recording

The recorded call can be accessed from the call metrics tab and the agent can pause and play the recording as needed.










Advanced call metrics


*Available only for Garden and Estate plan users. 

IVR time

Total time of the call spent on an IVR menu

Queue time

Time spent in call queue before reaching an agent

Ringing time

The time it took for the agent to pick up the call from the moment it started ringing

Answering speed

Time taken to answer(pick) a call once it starts ringing to an agent and does not include wait queue time. 

Talk time

The total time that a customer and an agent had a real conversation,i.e they were talking(not transferring the call, putting it on hold, etc.)

Hold time

Time agent put your call on hold.

ACW time

Time taken by an agent to fill in notes, add the details of the call, etc. after a call

Time to Answer

The time taken for a call to be answered by an agent starting from the time it rings or enters the wait queue. 

The time spent by a caller in navigating an IVR or call queue is not taken into account.