Applicable PlansSprout Blossom✔ Garden✔ Estate✔ Forest


The Export option allows you to quickly export the call metrics data in a CSV or Excel file. You can use the different export options available to analyze and gain deeper insights into your call center performance. For example, the abandonment type option gives you exactly the type of call that was abandoned.


To export call metrics:

  1. Log in to your account and click on the Call Metrics option.
  2. Click on the Export option available at the top right corner of the Call Metrics table.
  3. Select how you want to export the data. You can export the call metrics as a CSV file or as an excel.
  4. Select the fields you want to export and click Export.

    Note: some of the fields are exported by default.

The different metrics you can export are: 

MetricsDescriptionApplicable Pricing Plan

Customer Name (Default)

The name of the customer who dialed or received the call.

All
Customer Number (Default)

The customer's phone number.


Direction (Default)Indicates if the call is inbound or outbound.
All

Agent Name (Default)

The agent who handled the call.

For a bot call, you will see the call queue name that initiated the bot call.

All
Call Queue Name (Default)The name of the call queue to which the call was received.All

Number (Default)

The Freshcaller phone number used for the call.

All
Call Status (Default)
Indicates the status of the call. The different call status/types are:
  • Answered: Calls with a conversation between the customer and the agent (Represented by a green arrow)
  •  Missed: Calls not answered by the agents. (Represented by a red slashed arrow)
  • Abandoned: Calls that were dropped by the caller before an agent answered (Represented by a grey slashed arrow). To see when the call was abandoned, hover over the grey arrow.
  • Voicemail: Calls for which the customer left a voicemail. You can see the voicemail transcript.


Call ID (Default)
The unique call reference ID from the database
All
Parent Call ID
The unique call reference ID of the parent call in cases where the call was transferred to another agent.
All
Company NameThe customer's company name.

Billing Time

The duration for which the call will incur charges.

All
Call TimeThe timestamp of the call.All
DateThe day when the call was made or received.All
Team Name
Name of the agent's team who attended the call.
All
Customer Country
The country from where the customer called.
All
Call TagsThe list of tags an agent added during or after a call.Garden, Estate, and Forest
Abandoned Type
Tells you the reason for the call abandonment. The Abandoned types are:
  • Abandoned (Ringing)
  • Abandoned (Call Queue)
  • Abandoned (Wait Queue)
  • Abandoned (Ringing)
  • Abandoned (Voicemail)
  • Abandoned (Answer Bot)
  • Abandoned (Routing Automation)

For more information, see Viewing your abandoned call metrics.

Forest

Short Abandon

Indicates if the call was abandoned before the configured Short Abandon time.

All
Transfer Count
The number of times a call was transferred.
All
Business Hours
Indicates if the agent answered the call within business hours.
Blossom, Garden, Estate, and Forest
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.All

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

All

IVR time

The time a caller spent on an IVR menu.

Estate and Forest

Queue time

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

Estate and Forest

Ringing time

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

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.

For a bot call, this indicates the total conversation time between the bot and the caller.

Estate and Forest

Handle Time

The overall talk time. This is calculated as:

Handle Time = Talk Time + Hold time + After call work (ACW)


All 

Call Cost

The number of phone credits spent on the call

All

Speed to Answer

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.

Estate and Forest

Hold Time

The total time a call was put on hold.


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.


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.


Estate and Forest
CallbackIndicates if an agent called back a customer.Estate and Forest
Time to CallbackThe time when the agent called back the customer.Estate and Forest
Csat Transfer MadeIndicates if the call was transferred for customer satisfaction feedback.Estate and Forest
Csat OutcomeThe response (keypress) received from the customer.
Estate and Forest
Csat TimeThe 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
Estate and Forest
routing automation triggeredIndicates if routing automation call flow was triggered for this call.Estate and Forest
automation appThe name of the custom app that was called to trigger routing automation call flow.Estate and Forest
routing automation start timeIndicates the time when the call enters the routing automation call flow (the time the welcome message starts playing).Estate and Forest
routing automation end timeIndicates 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.Estate and Forest
Service Level BreachedIndicates if the call breached the service level target.Forest
Breached ByName of the call queue that breached the service level target.Forest
Power DialerThe list of outgoing calls made using the power dialer feature
Estate, Forest