Voice Management Guide
The Voice Management user guide
Description of statistics: Outgoing calls
Find all usable data here in static statistics on data related to outgoing calls
Statistics are saved for 18 rolling months.
1 – Outgoing to Routings - Global
| Date | No. | Duration | Waiting | Ringing | ACT | AWT | Total |
|---|---|---|---|---|---|---|---|
|
Date |
Number of outgoing calls |
Call duration |
Call waiting time |
Tone duration |
Average Communication Time |
Average Waiting Time |
Call duration + hold duration + ringing duration |
2 – Outgoing to Routings - History
| Date | Service | Call ID | Destination | Called | Duration | Waiting | Ringing | Total |
|---|---|---|---|---|---|---|---|---|
|
Date and Time |
Calling service number |
Each call has a unique ID |
Destination telecom operator |
Number called |
Call duration |
Duration of the wait before connection |
Tone time |
Duration + Wait + Ringtone |
3 – Outgoing to Routings - Destinations
| Destination | No. | Duration | Waiting | Ringing | ACT | AWT | Total |
|---|---|---|---|---|---|---|---|
|
Destination telecom operator concerned |
Number of calls |
Call duration |
Duration of the wait before connection |
Tone time |
Average Communication Time |
Average Waiting Time |
Duration + Wait + Ringtone |
4 - Outgoing to Routes - Status
| Status | No. | Duration | Waiting | Ringing | ACT | AWT | Total |
|---|---|---|---|---|---|---|---|
|
Call status* |
Number of calls |
Call duration |
Duration of the wait before connection |
Tone time |
Average Communication Time |
Average Waiting Time |
Duration + Wait + Ringtone |
*A call can have a different status:
– “drop”: call that was hung up by caller while browsing IVR
– “cancelled”: call that was hung up by the caller during the ringing time of the operator set
– “unanswered”: call missed by the operator, and caller returned for a few moments to music on hold
– “busy”: call forwarded to the operator but his extension is busy (he has a call outside Voice Management for example), with caller returning to music on hold
– “answered”: call answered by operator
5 - Outbound to Routes - Postcode
| CP | No. | Duration | Waiting | Ringing | ACT | AWT | Total |
|---|---|---|---|---|---|---|---|
|
Post code |
Number of calls |
Call duration |
Duration of the wait before connection |
Tone time |
Average Communication Time |
Average Waiting Time |
Duration + Wait + Ringtone |
6 – Outgoing to Routes - Retailers
| Store | No. | Nb stranded | Duration | Waiting | Ringing | ACT | AWT | Total | Phone | CP | Sound | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Store |
Number of calls |
Number of unconnected calls |
Call duration |
Duration of the wait before connection |
Tone time |
Average Communication Time |
Average Waiting Time |
Duration + Wait + Ringtone |
Store informations |
Store informations |
Store informations |
Store informations |
7 – Outgoing to Routes - Sounds
| Sound | No. | Duration | Waiting | Ringing | ACT | AWT | Total | Phone | Store | |
|---|---|---|---|---|---|---|---|---|---|---|
|
Sound |
Number of calls |
Call duration |
Duration of the wait before connection |
Tone duration |
Average Communication Time |
Average Waiting Time |
Duration + Wait + Ringtone |
Store informations |
Store informations |
Store informations |
- Table of contents
