How Metrics Are Calculated in the Department Report

In the report, all metrics are calculated only for the department external calls. This article provides a detailed overview of all call types, the formulas used to calculate metrics, and examples of calculations for different calls.

• Call Types in the Report;
• Metrics in the Department Calls Report;
• Metrics in the Missed Call Insights Report;
• Example 1: A Missed Call With a Non-Response Transfer;
• Example 2: An Answered Call With a Transfer to Another Department;
• Example 3: An Outgoing Call Transferred to Another Department Employee.

• Incoming department call means an incoming call from an external number of any source: direct calls to an extension number, calls from the IVR menu, from callback widget, transferred calls, etc.

• Answered department call means a successful incoming call from the call history perspective that was distributed to the department. The call could have been answered by an attendant, another department, or a non-response forwarding number. In this case, the call is also included in the Non-response transfer group (this metric is only available in the Excel report export). Additionally, the answered call is considered successful for the employee who last spoke on the call. If there were multiple participants, other employees’ involvement in the call is recorded in the total time on calls.

• Missed department call means an incoming call to the department in which no conversation took place. If the call is forwarded to another department due to non-response and no conversation occurs there either, it is counted as missed by the department it initially reached. If a conversation with a customer started in another department but after it was transferred to your department, no one answered, the call is not counted as missed by your department, since it is still considered successful from the company’s perspective.

• Outgoing department call means an outgoing call made by a department employee to an external number. If such a call is transferred to another department or employee to continue the conversation, it is not counted as an incoming call for this department or employee. This call is counted as successful only for the employee who initiated it. The involvement of other employees in the call is recorded in the total time on calls.

These are successful calls where the conversations with department employees met the targeted call duration. If a single call included multiple conversations with department employees, the longest conversation within that call determines whether it is a targeted call.

By default, calls lasting from 1 minute 30 seconds qualify as targeted calls. To change this, click the Set up targeted calls button.

Make the necessary changes in the window that opens and save them. If you want to prevent conversations with customers from running too long, set a maximum targeted call duration by clicking the corresponding button.

This is the arithmetic mean of the duration of department employees’ conversations in successful calls that lasted longer than 5 seconds.

If a successful call was later transferred to another department, the duration of employees’ conversations is counted in the average conversation statistics of the department the employee belongs to.

This is the arithmetic mean of the average employee workload for each day that had at least one successful call.

Average employee workload for a selected day = total of conversation durations in successful external department calls on that day / number of department employees participating in successful calls on that day.

It is calculated by all employees who participated in successful department calls.

Employees may have call reception disabled or may have been included in the department for only part of the analyzed period. Therefore, an employee is included in the calculation if they had at least one successful call during the day.

If multiple employees from different departments participate in a call, the department workload is calculated using only the conversation duration of your department employees.

This is the share of incoming calls from customers that were answered within 20 seconds / the total number of successful incoming calls.

Customer waiting time is counted from the start of the ringback tone heard by the customer until the first contact with a department employee. Time spent navigating the IVR menu and listening to greeting messages is not included in waiting time.

If a single incoming call is transferred to the department multiple times due to inter-department transfers, for the customer waiting time is counted the longest wait among all attempts to reach the department.

Average employee — the metrics in this row are calculated as the arithmetic mean for employees who had at least one successful call during the selected period.

• Total successful = the number of answered incoming department calls where the employee was the last call participant + the number of successful outgoing calls initiated by the analyzed employee.

• Unique means the amount of unique phone numbers among the successful employee’s calls.

• Average conversation is the arithmetic mean of the employee’s conversation durations in successful calls lasting more than 5 seconds.

• Total time in conversation is the total of the employee’s conversation durations in successful department calls.

• Employee’s targeted calls are calls in which the employee spoke with the customer for the time defined as targeted calls (see more details in the Targeted Calls section). If a single call involved multiple conversations with the employee (the call was transferred between colleagues several times), the longest conversation within that call is used to determine the targeted call.

In addition to the incoming call metrics, similar to those on the All tab, the following is displayed here:

• Average response speed is the arithmetic mean of the time it takes to reach the employee for all answered calls.

The time it takes to reach an employee in an answered call is the difference between when the call starts ringing on the employee’s phone (after it has been distributed to them) and when the answer. This metric often differs from the customer waiting time.

If Cloud PBX rings multiple employees for a single call, the response speed for this call is calculated for the employee for whom the call is counted asanswered.

In addition to the metrics for outgoing calls, similar to those on the All tab, a manager can assess employees’ effort to reach customers by unsuccessful outgoing calls:

• Unsuccessful call attempts is the amount of outgoing calls made by an employee that did not result in a conversation, and there were no successful outgoing calls to the same numbers by the employee on the same calendar day.

• Average attempts is the arithmetic mean of unsuccessful call attempts to one number.

• Dialing time is the arithmetic mean of the time the employee waited for a customer to answer for all unsuccessful attempts.

All metrics in this table are similar to the department summary metrics, but are calculated by day, week, and month.

• Employees missed is the amount of calls missed by the department where calls reached employees but went unanswered. There should be no such calls if Cloud PBX is configured correctly and employees handle calls responsibly.

• Employees were on other calls is the amount of calls missed by the department where no calls reached employees because they were all on other calls. A high value indicates department overload. The share is calculated from incoming calls to the department, in order to track changes over time.

• Off-hours of the number is the amount of calls missed by the department that occurred outside the time defined as Working hours in the number schedule. If there are a lot of such calls, consider adjusting the schedule, assigning an attendant or improving efficiency of the current one.

• Unique missed is the amount of unique phone numbers among missed calls.

• Repeated missed = missed calls - unique missed calls.

• Average customer waiting time is the average time a customer waited for a response from an employee, excluding greeting messages and IVR (until the call got answered, transferred due to no response, or abandoned without ever getting an answer). Calculated as the total customer waiting time across all incoming department calls divided by the number of incoming calls.

If a single incoming call involves multiple attempts to reach the department (several transfers), the maximum waiting time across all attempts is used to calculate the customer waiting time.

For callbacks requested from the queue, the customer waiting time is counted from the first ringback tone the customer heard until they request a callback and hang up.

• Didn't call back is the amount and share of unique numbers among calls missed by the department with the Didn't call back or Unsuccessfully called back statuses in Cloud PBX history. This means that after the last missed call from a unique number, there were no successful calls involving that number within the target missed call processing period.

• Called back outside the department is the amount and share of unique numbers among calls missed by the department where the customer successfully called back again or was called by employees outside the department.

• Called back by the department is the amount and share of unique numbers among calls missed by the department that were successfully called back by department employees.

• Average callback speed is the average time from the first missed call from the customer to the first callback attempt by a department employee. For the calculation, we take all unique missed numbers that employees called back, sum up the time from the first missed call to the employee’s first callback attempt, and divide it by the amount of such callbacks.

• Average employee. Metrics in this row are calculated as the arithmetic mean across employees who had at least one missed call during the selected period.

• Missed call contribution share = amount of the missed calls where the employee was called / total amount of department missed calls * 100%

• Total calls distributed to the employee is the amount of incoming department calls routed to the employee.

• Total calls distributed to the employee left unanswered is the amount of calls routed to the employee that were not unanswered.

• Declined by the employee is the amount of calls routed to the employee that were declined by them.

• Callback attempts on department missed calls is the amount of outgoing calls back to a missed call until the first successful outgoing call to this number or successful incoming from this number to the department. The metric is calculated based on calls missed by the department. All callback attempts counts, both successful and unsuccessful.

• Average callback attempts to a missed call is total callback attempts / amount of numbers called back.

All metrics in this table are similar to the department summary metrics, but are calculated by day, week, and month.