We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
This article provides detailed information about the Call Summary tab within the Call Metrics section. The call metrics table gives you the basic call information of each incoming and outgoing call in your account. Additionally, you can tap on each call record to view the advanced call summary.
How to view the call summary tab?
- Log in to your account and click on the Call Metrics tab on the left panel.
- Tap on any call record and click on the Call Summary tab.
| Metric | Description | Basic/ Advanced | Applicable Pricing Plan |
|---|---|---|---|
| Call Duration | The duration for which the call will incur charges. | Basic | |
| Call Recording | The recording of the call. You can pause and play the recording as needed. You can also download and delete the recording. If you have the 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 |
| Call Notes | The notes an agent enters during or after the call. | Basic | All |
| Call Tags | The call disposition tags an agent entered during or after the call. | Basic | Garden, Estate, and Forest |
| Voicemail Transcription | The transcribed text of a voicemail recording. | Advanced | Blossom, Garden, Estate, and Forest |
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 |
| Billing Time | |||
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 |
IVR time | The time a caller spent on an IVR menu | Advanced | Estate and Forest |
Queue time | The time difference between when a call is enqueued into and dequeued from the wait queue. | 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 |
| Time to Callback | The time when the agent called back the customer | Advanced | Estate and Forest |
