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Call Data

Last updated: 2025-01-15 11:49:51
    Tencent Cloud Contact Center (TCCC) Call Data Dashboard delivers real-time, accurate insights to help business monitor call trends, optimize service process, and improve efficiency.
    The call data dashboard consists of three parts:
    Data Monitoring: Tracks key metrics, highlights call trends, and analyzes call loss.
    Data Detail: Breaks down inbound and outbound call metrics for deeper insights.
    Number Health Check: Examines call failure reasons to support service improvements.
    

    I. Data Monitoring

    Data Monitoring provides a clear view of call trends and key metrics, offering in-depth analysis of call loss reason. It serves as a powerful tool for optimizing call workflows and enhancing service efficiency.

    1. Real-Time Data

    This module displays real-time call indicators, covering inbound call count, queued call count, average queue duration, ringing call count, and calls in progress. Admin can monitor current call status to make timly action.
    
    Detail as follow:
    Data Metrics
    Explaination
    Current Inbound Call Count
    The number of inbound calls in the IVR process at present
    Current Queued Call Count
    The number of inbound calls currently queued for agents.
    Current Average Queue Time
    The total queue time for inbound calls currently queued for agents / current queued call count.
    Current Ringing Call Count
    The number of calls currently ringing.
    In-Call Count (Inbound)
    Number of inbound calls currently handled by agents (user answers).
    In-Call Count (Outbound)
    Number of outbound calls currently handled by agents (user answers).

    2.Data Trend

    This module consists of core call indicators and call volume trends, you can filter by date range, number, skill group, and agent, allowing admin to directly understand the overall call situation.
    Core Call Indicators: Displays core metrics such as current inbound call volume, inbound call connection volume, and total queue duration.
    Call Volume Trends: Shows the trends of metrics like inbound call volume and inbound call connection volume over a certain period through line charts.
    
    Detail as follow:
    Call Type
    Data Metrics
    Explaination
    Inbound
    Inbound Call Count
    The number of inbound calls entering the IVR process within the selected range.
    Inbound IVR Abandonment
    The number of inbound calls abandoned during the IVR stage without being transferred to an agent.
    Inbound Call Transfer Count
    The number of inbound calls entering the IVR transfer to agent module within the selected range.
    Inbound Call Transfer Rate
    Number of inbound calls transferred to an agent/Number of inbound calls within the selected range
    Inbound Call Answered Count
    The number of inbound calls with a duration greater than 0 within the selected range
    Inbound Call Answer Rate
    Number of inbound calls answered/Number of inbound calls within the selected range
    20-Seconds Answer Count
    The number of calls successfully answered within 20 seconds (inclusive) from the start of ringing.
    20-Second Answer Rate
    Calls Answered Within 20 Seconds / Total Ringing Inbound Calls.
    Average Inbound Call Duration
    Total Ring Time for inbound Calls / Number of inbound Calls That Rang
    Average Ring Time for Inbound Calls
    Total ring duration of inbound calls within the selected range/Number of inbound calls that rang
    Average Inbound Queue Time
    Total inbound queue time/number of calls queuing for agents with queue time greater than 0
    Total Inbound Queue Time
    The total time of all calls transferred to agents while queuing
    Outbound
    Outbound Call Count
    The total number of all outbound calls
    Outbound Connection Count
    Number of outbound calls for this agent with a duration greater than 0.
    Outbound Connection Rate
    Number of outbound calls answered/Number of outbound calls within the selected range
    Outbound Call Loss
    The number of outbound calls with a call duration of 0
    Outbound Call Loss Rate
    Number of abandoned outbound calls/Number of outbound calls within the selected range
    Total Outbound Ringing Duration
    The sum of ringing durations for all outbound calls (Ringing Duration = Answer Time - Ring Start Time)
    Average Outbound Ringing Duration
    Total Outbound Ringing Duration / Number of Outbound Calls with Ringing Duration > 0
    Total Duration of Outbound Calls
    Total duration of all outbound calls within the selected range
    Average Outbound Call Duration
    Total Outbound Call Duration / Number of Answered Outbound Calls

    Call Loss Analysis

    Call Loss Analysis is divided into two main parts
    Proportion of Call Loss Reasons: The pie chart shows call loss reasons by color and proportion.
    Time Comparison of Call Loss Reasons: The line chart uses different colors to represent call loss reasons and shows each reason changes over time.
    

    2. Data Detail

    This module display call detail records for specific dates, supporting filtering by date range, number, skill group, and agent, as well as exporting reports.
    
    You can select the data to display/hide through the custom indicator button at the top right of the list (as shown in the figure below).
    
    The detailed data are as follows:
    Call Type
    Data Metrics
    Metric notes
    Inbound
    Inbound Call Count
    The number of inbound calls entering the IVR process within the selected range.
    Inbound Call Transfer Count
    The number of inbound calls entering the IVR transfer to agent module within the selected range.
    Inbound Call Transfer Rate
    Number of inbound calls transferred to an agent/Number of inbound calls within the selected range
    Inbound Call Answered Count
    The number of inbound calls with a duration greater than 0 within the selected range
    Inbound Call Answer Rate
    Number of inbound calls answered/Number of inbound calls within the selected range
    20-Seconds Answer Count
    The number of calls successfully answered within 20 seconds (inclusive) from the start of ringing.
    20-Second Answer Rate
    Calls Answered Within 20 Seconds / Total Ringing Inbound Calls.
    Inbound IVR Abandonment
    Number of calls transferred to an agent but not answered, i.e., calls that entered the IVR transfer to agent node but were not answered within the selected range.
    Inbound Call Loss Rate
    The number of inbound calls abandoned during the IVR stage without being transferred to an agent.
    Inbound IVR Abandonment
    The number of inbound calls abandoned during the IVR stage without being transferred to an agent.
    Total Inbound Queue Time
    The total time of all calls transferred to agents while queuing
    Average Inbound Queue Time
    Total queue duration of inbound calls within the selected range/Number of inbound calls transferred to queue
    Total inbound ring duration
    Total inbound ring duration within the selected range (ring duration = answer time - ring start time).
    Average Ring Time for Inbound Calls
    Total ring duration of inbound calls within the selected range/Number of inbound calls that rang
    Total Inbound Call Duration
    The sum of all inbound call durations
    Average Inbound Call Duration
    Total Inbound Call Duration / Number of Answered Inbound Calls.
    Inbound Satisfaction Survey Trigger Count
    Number of inbound calls that triggered a satisfaction survey.
    Inbound Satisfaction Response Count
    Total number of inbound calls where users responsed satisfaction survey.
    Inbound Satisfaction Response Rate
    Ratio of user responses to total inbound calls.
    Total Inbound Satisfaction Score
    Total response score from satisfaction survey for all inbound calls
    Average Inbound Satisfaction Score
    Total inbound satisfaction score / Total number inbound user responses.
    Outbound
    Outbound Call Count
    The total number of all outbound calls
    Outbound Connection Count
    Number of outbound calls for this agent with a duration greater than 0.
    Outbound Connection Rate
    Number of outbound calls answered/Number of outbound calls within the selected range
    Outbound Call Loss
    Number of outbound calls with a duration of 0 within the selected range
    Outbound Call Loss Rate
    Number of abandoned outbound calls/Number of outbound calls within the selected range
    Total Outbound Ringing Duration
    Total outbound ring duration within the selected range (ring duration = answer time - ring start time).
    Average Outbound Ringing Duration
    Total outbound ring duration within the selected range/Number of outbound calls that rang.
    Total Duration of Outbound Calls
    Total duration of all outbound calls within the selected range.
    Average Outbound Call Duration
    Total Outbound Call Duration / Number of Answered Outbound Calls
    Outbound Satisfaction Survey Trigger Count
    Number of outbound calls transferred to this agent that triggered a voice satisfaction survey
    Outbound Satisfaction Response Count
    Total number of outbound calls where users responsed satisfaction survey.
    Outbound Satisfaction Response Rate
    Ratio of user responses to total outbound calls.
    Total Outbound Satisfaction Score
    Total response score from satisfaction survey for all outbound calls.
    Average Outbound Satisfaction Score
    Total outbound satisfaction score / Total outbound user responses.

    Number Health Monitoring

    This module monitors call connection rates, helping businesses track performance, spot issues, and improve workflows.
    
    The detailed data metrics are as follows:
    Call Type
    Data Metrics
    Explaination
    Inbound
    Inbound Call Count
    Number of all inbound calls to the number within the selected range.
    Inbound Call Answered Count
    Number of inbound calls to the number with a duration greater than 0 within the selected range.
    Inbound Call Answer Rate
    Number of inbound calls answered/Number of inbound calls within the selected range
    Inbound IVR Abandonment
    Number of unanswered inbound calls to the number within the selected range.
    Inbound Call Loss Rate
    Number of inbound call loss / Number of inbound calls
    Outbound
    Outbound Call Count
    Number of outbound calls from the number within the selected range.
    Outbound Connection Count
    Number of outbound calls from the number with a duration greater than 0 within the selected range.
    Outbound Connection Rate
    Number of outbound calls answered/Number of outbound calls within the selected range
    Number of abandoned outbound calls (non-line reasons)
    Number of unanswered outbound calls from the number due to non-line reasons within the selected range.
    Outbound Call Abandon Rate (non-line reasons)
    Number of abandoned outbound calls (non-line reasons)/Number of outbound calls within the selected range.
    Number of abandoned outbound calls (line reasons)
    Number of unanswered outbound calls from the number due to line reasons within the selected range.
    Outbound Call Abandon Rate (line reasons)
    Number of abandoned outbound calls (line reasons)/Number of outbound calls within the selected range.
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