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Glossary of Terms for Virtual Office Analytics
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Glossary of Terms for Virtual Office Analytics

Applies To

  • Virtual Office Analytics

Terms by Page

Company Summary

Total Inbound Calls Total number of incoming calls received by the phone system from outside.
Total Outbound Calls Total number of outgoing calls from the phone system to the outside.
Total Ext2Ext Calls Total number of calls dialed within the phone system from one extension number to another extension number.
Total Answered Calls Number of calls answered live.
Total Missed Calls Number of calls that were not answered live.
Total Abandoned Calls Number of calls abandoned by the callers before being answered by a live person or before reaching voicemail.
Active Calls Number of calls currently in progress at the time of this report. This excludes Ext2Ext calls.
Time Statistics
Total Call Time Cumulative duration of all successful calls both Ext2Ext and external (i.e. dialing + ringing + all call handling time).
Average Call Time Average length of a call.
Total Talk Time Cumulative duration of the talk time of all successful calls. It includes Ext2Ext calls.
Average Talk Time Average length of a call's talk time.
Total Ring Time Cumulative duration of the ringing time for all calls. It includes Ext2Ext calls.
Average Ring Time Average duration of ringing time for a call. This includes Ext2Ext Calls.
Total Abandoned Time Cumulative duration of all abandoned calls (all calls where CALLER ends the call before being answered). It includes Ext2Ext activity and calls answered by auto attendant but abandoned while waiting in call queue.
Average Abandoned Time Average length of calls that are abandoned. This includes Ext2Ext Calls.
Total Voicemail Calls Total number of incoming calls that reached voicemail.
Inbound Statistics
Total Inbound Calls Total number of calls received by the phone system from outside.
Total Inbound Active Calls Total number of inbound calls in progress at the time of the report.
Total Inbound Answered Total number of incoming calls answered live. This excludes calls answered by voicemail or by auto attendant.
Total Inbound Abandoned Total number of incoming calls abandoned by callers before being answered by a live person or before reaching voicemail.
Total Inbound Missed Total number of calls that were not answered live (calls that reached voicemail, plus calls that were abandoned).
Outbound Statistics
Total Outbound Calls Total number of outgoing calls from the phone system to the outside.
Total Outbound Active Calls Number of outbound calls in progress at the time of the report.
Total Outbound Answered Number of outbound calls that were connected. It includes all calls answered live or by auto attendant, or calls that reached voicemail.
Total Outbound Abandoned Number of outbound calls abandoned before being answered by the destination party.
 
Ext 2 Ext Statistics
Total Ext2Ext Calls Total number of calls dialed within a phone system from one extension to another extension.
Total Ext2Ext Active Calls Number of extension-to-extension calls in progress at the time of the report.
Total Ext2Ext Answered Number of calls between extensions that were answered by a live person. This excludes calls answered by voicemail or auto attendant.
Total Ext2Ext Abandoned Number of calls between extensions that are abandoned by the caller before being answered.
 
Total Ext2Ext Missed Number of calls between extensions that went unanswered (either abandoned, or answered by voicemail).

Extensions Summary

Summary for first 10 Extensions

Select the number of extensions under the selected branch(es) and department(s) and view the summary of extension call activity for selected metrics (total inbound, total outbound, total missed, total abandoned and total answered).

Top N Total Inbound Calls for 10 Extensions

Select a metric such as Total Inbound Answered and view the extensions which answered most inbound calls in the time frame selected. The stats are displayed in sorted descending order by extension.

Summary Across Departments 

Select multiple departments and see a summary chart that compares selected metrics (total inbound, total outbound, total missed, total abandoned and total answered) across departments.

Total Inbound Calls Across Departments

In this chart you can compare the selected metric across departments.

 

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