iCall Reporting - Glossary

Updated by Tech Support

Abandoned Calls
An abandoned call is a call that is ended before any conversation occurs, often because the caller is frustrated with the time on hold.
Answered Calls for Period
Total calls answered in the period. The period is definable under the general section of Queue (ACD Groups) Configuration. The default value is 5 minutes.
Answered Calls Last 24H
Total calls answered in the last 24 hours.
Available Agents
Total number of agents currently available.
Average End System Delay
The average time take for a packet to be transmitted from source to destination.
Average Interarrival Jitter
The average relative transit time, the difference between the RTD timestamp and the time of arrival.
Average Round Trip Delay (RTD)
The average time for a signal to be sent plus the average time for an acknowledgement signal to be received.
Average Symm One Way Delay (OWD)
The average time taken for a packet to reach its destination.
Average Wait
The average time a caller spends in the queue.

B

Bounced
Bounced calls are incoming calls that come to an extension but are not answered and therefore go to another extension until it is answered, or the opposite party hangs up.

C

Call Cost
The call cost is calculated by applying the call tariff specified in the Cost Editor.
Caller Tolerance
Caller Tolerance is the length of time a caller is prepared to wait for their call to be answered.

D

Dropped Calls for Period
Total calls missed by the queue in the period.
Dropped Calls Last 24H
Total calls missed by the queue in the last 24 hours.

E

Estimated Revenue Recoverable
The potential retrievable revenue opportunity on unreturned missed calls. This will be calculated using the sales value of a call multiplied by the number of missed calls.

G

Grade of Service (GoS)
Grade of Service is the percentage of incoming calls answered within the target response time over total incoming calls.

I

I/T
Incoming transferred calls are calls that were picked up by an extension and then transferred to another extension.
I/U
Incoming unanswered calls are calls that were hung up before being answered by an agent or answered by the auto attendant and then hung up before being transferred to a group or extension.
INC
Incoming complete calls are calls that have been answered by an agent then completed. This record will show all the call information including the total duration and the final extension the call ended on.
INX
Internal calls are calls that were made within the business from one extension to another.

L

Last Wait
The waiting time of the last call that was answered.
Logged In Agents
Total number of agents currently logged in (Available and Unavailable).
Longest Waiting
The waiting time of the call that has been in the queue the longest.

M

Minimum Charge
This will be the charge applied to a call dial code, should the cost per minute X duration not reach this value. Once the cost per minute X duration exceeds this value, the actual cost will be displayed.
Missed Calls
Missed calls are unanswered calls.

O

OUT
Outgoing calls are calls made out of the business to an external number.

P

Percentage Calls Answered (PCA)
Percentage of calls answered within the target response time over total calls answered that day.
Percentage Gain
Percentage gain can be specified per extension as the percentage mark-up on the cost of calls made by that user, calculated using values set in Configuration > User > Extension.

Q

Queue Length
The total number of calls in the queue to be answered.

R

Rental Cost
The rental cost is a fixed charge specified per extension. This fee is applied to an extension when running an extension cost report (in Revenue and Billing Reports).
Ring Time
Ring Time is the length of time before a call is answered.

T

Target Answer Time
This is a threshold period within which an agent must answer the call to achieve good customer service. The target answer time can be set in configuration > system settings > settings.
Total Available Time
This is the time duration spent by an agent as 'Available' before changing his/her status to 'un-available'.
Total Login Time
This is the time duration spent by an Agent after joining the call centre (call queue) and before logging out the call centre.
If an agent is part of more than one call centre then the sum of login time for all call centres will be considered as Total Login time for that agent.
Total Calls for Period
Total calls offered in the period.
Total Calls Last 24H
Total calls offered in the last 24 hours.
Total Duration
The total length of a call from the time it is answered to the time the call is complete, including any transfers or time on hold.
Total Estimated Revenue
The total of outgoing and incoming estimated revenue. This total estimated revenue reflects the total potential revenue opportunity.
Total Estimated Revenue on Incoming Calls
The potential revenue opportunity on incoming calls. This value is calculated based on the incoming ‘strike rate’ as defined in System Settings > Business Performance Settings.
Total Estimated Revenue on Outgoing Calls
The potential revenue opportunity on outgoing calls. This value is calculated based on the outgoing ‘strike rate’ as defined in System Settings > Business Performance Settings.
Total Talk Time
The total length of time talking on a call.

U

Unreturned Missed Calls
Unreturned missed calls are unanswered calls that have not yet been returned. Once the call has been returned it will no longer appear on a report as unreturned missed.

X

X/U
An internal call that is not answered.

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