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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?

  1. Log in to your account and click on the Call Metrics tab on the left panel. 
  2. Tap on any call record and click on the Call Summary tab.


MetricDescriptionBasic/
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.

AdvancedBlossom, Garden, Estate, and Forest
Call NotesThe notes an agent enters during or after the call.BasicAll
Call TagsThe call disposition tags an agent entered during or after the call.BasicGarden, Estate, and Forest
Voicemail TranscriptionThe transcribed text of a voicemail recording.AdvancedBlossom, 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:
Wait Time =  IVR time +Wait Queue Time + message playing time + Ringing Time

BasicAll

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

BasicAll
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.

BasicBlossom, Garden, Estate, and Forest

IVR time

The time a caller spent on an IVR menu

AdvancedEstate and Forest

Queue time

The time a caller spent in the call queue before reaching an agent

AdvancedEstate and Forest

Ringing time

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

AdvancedEstate 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 CallbackThe time when the agent called back the customerAdvancedEstate and Forest

Learn More

  1. Overview of Call Metrics
  2. Filtering Call Metrics
  3. Exporting Call Metrics