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40 ZIWO Live View KPIs
(updated as of 01/2019)

Description Formula
Service Level Agreement (SLA)
SLA specifies a contact center committed to
answering a set percentage of calls within a certain number of seconds
% of calls answered within user defined seconds
INBOUND 21
DescriptionFormula
Current active Queue Calls
Shows the total current value of ongoing Queue calls
Σ Calls of all Queues
Current Customers Waiting in Queue
Shows the total current value of customers currently waiting in a Queue
Σ Callers waiting in all Queues
Total ACD Calls
Measures the number of calls received in queues
Σ Queued calls
Total calls landed in IVR
Shows the total value of Calls landed in any IVR
Σ Calls that landed in any IVR
Total Calls Lost in IVR
Measures the number of calls hanged up while in IVR
Σ Calls hung up in IVR
Total Clean Calls Inbound
Measures the number of actual inbound calls received in the system which did not hangup before the specified duration.
Σ inbound calls with talk time > user defined duration
Total Phantom Calls Inbound
Measures prematurely hanged up inbound calls, according to user specified duration.
Σ inbound calls with talk time < user defined duration
Total Transferred Calls
Measures calls forwarded to internal extensions
Σ Internal call transfers
Total Abandoned Calls
Measures the number of callers who hang up before they can be connected to an agent (often because the caller is frustrated with the time on hold).
Σ queue calls hung up before answering
Percentage Abandoned Calls
Ratio, in percentage, between prematurely hanged up calls and the overall call count handled by the system
Total Abandoned Calls/Total ACD Calls
Total Voicemails
Shows the total number of Voicemails received
Σ Calls that ended in Voicemail recording
Total Answered Queue Calls
Shows the total value of answered Queue calls
Σ queue calls which were answered.
Answer-seizure ratio-ASR (inbound)
Percentage of answered calls with respect to the total call volume.
Σ Answered inbound calls/Σ inbound calls
Average Answered Calls per Agent
Measures the average number of calls received by agents over a specified period of time.
Σ Answered call/Active agents
Average Queue Waiting Time
Measures the average time for a call to be handled by an agent
Σ Waiting time on ACD calls/Total ACD calls
Avg. Abandoned Time
Average duration, in seconds, of abandoned calls.
Σ Abandoned call waiting time /Total Abandoned Calls
Average Inbound Handling Time
Average duration, in seconds, of inbound answered calls
Σ Answered inbound calls duration/Σ Answered inbound calls
Average Inbound Talk Time
Measures the average duration of agents conversations
Σ Inbound calls talk time /Total inbound calls
Average Speed of Answer-ASA (inbound)
Measures the average time for an ACD inbound call to be handled by an agent.
Σ inbound calls ring time/Σ Answered inbound calls
Average Talk Time for Queue Calls
Shows the average talk time for all Queue calls
Σ Queue Calls Talk Time/Total Queue calls
Total Inbound Talk Time
Shows the total inbound talk time
Σ Talk Time of all Inbound Calls
OUTBOUND7
DescriptionFormula
Total Outbound calls
Number of calls placed over a specified period of time
Σ Initiated outbound calls
Total Clean Calls Outbound
Measures the number of outbound calls placed in the system which did not hangup before the specified duration
Σ Inbound calls (call duration > user defined duration)
Total Phantom Calls Outbound
Measures prematurely hanged up outbound calls, according to user specified duration.
Σ outbound calls (call duration < user defined duration)
Average Outbound Handling Time
Average duration, in seconds, of outbound answered calls
Σ Answered outbound calls duration/Σ Answered outbound calls
Average outbound Talk Time
Shows the total outbound talk time
Σ Outbound calls talk time/Total Outbound calls
Total outbound Talk Time
Shows the total outbound talk time
Σ Talk Time of all Outbound Calls
PERFORMANCE11
DescriptionFormula
Current Agents on Call
Sum of all agents currently in "Call" status
Σ agents in "Call" status
Total Agents Logged In
Number of agents displaying an active status
Σ agents in the following status
(Available, On Break, Meeting or Outgoing)
Current Agents Available
Sum of all agents currently in "Available" status
Σ agents in "Available" status
Current Agents on Break
Sum of all agents currently in "On Break" status
Σ agents in "On Break" status
Current Agents in a Meeting
Sum of all agents currently in "Meeting" status
Σ agents in "Meeting" status
Current Agents set to Outbound
Sum of all agents currently in "Outgoing" status
Σ agents in "Outgoing" status
Total On Hold Time
Measures the global time, in seconds, spent by callers on hold
Σ hold time of all inbound and outbound calls.
Total Agents
Number of agents registered in the system, does not included deleted accounts.
Σ Agents registered
Occupancy
Percentage of total time agents spent on call over total agents logged in time.
Percentage of (total calls handling time / total logged in time).
Maximum concurrent agents online
Maximum number of agents online within the given time range.
Maximum number of overlapping online agents within the given time range.
FCR
Number of calls/incidents resolved with customer having to re call within specified time.
Percentage of (total calls handling time / total logged in time).
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