Broadsoft

Statistics Available

  LAYOUT 1 2 3 4 5 6 7 8 9 CRM1
STATISTICS Description QUEUE LEVEL STATISTICS
Agents Available Number of agents available to take a call Check mark Check mark Cross mark Check mark Check mark Cross mark Cross mark Check mark Check mark Cross mark
Average Talk Time Average time an agent spent on a call (excluding ring time). Check mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Cross mark Cross mark
Abandoned Average WaitCWT Average time a call was ringing before it was abandoned Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark
Answered Average WaitCWT Average time a call was ringing before it was answered Cross mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Cross mark Cross mark
Abandoned CallsCCT Displays number of abandoned calls Check mark Check mark Check mark Check mark Check mark Check mark Check mark Cross mark Check mark Cross mark
Abandoned Calls (%) Calculate percentage of abandoned calls based on total number of calls Check mark Check mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Answered Calls Total number of answered calls Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark
Calls Answer Time (%) Calculate percentage of calls answered within target time Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark
Calls in QueueCCT Displays current number of calls waiting in the queue Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Check mark Cross mark
Busy Agents Number of busy agents, agents that are currently on a call Check mark Check mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark
Longest Wait (Historical) Longest caller wait time today (answered calls) Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark
Longest Wait (Live) Longest caller wait of currently queuing calls Cross mark Check mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark
Total Calls Total number of calls Cross mark Check mark Check mark Check mark Cross mark Check mark Check mark Check mark Cross mark Cross mark
Service Level (%)SLA/CAT Percentage of calls answered within configured thresholds Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Check mark Cross mark Cross mark
Caller's number Telephone number of the person calling the queue Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Check mark Cross mark Cross mark
ACD group (queue) number Number dialed by the caller Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Check mark Cross mark Cross mark
ACD group (queue) name Name of the ACD queue called Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Live call state Call state (Ringing or Connected) of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Live call CLI number Caller's number of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Live call ring duration Ring duration of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Live call agent name Name of agent handling an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Live call total duration Ring time plus current connected time of an active inbound call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark Cross mark
Overflowed Calls Total count of overflowed calls - this will also update total calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark
Total Overflowed Wait Total wait time of overflowed calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark
Average Overflowed Wait Average wait time of overflowed calls Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark
    AGENT LEVEL STATISTICS
Agent name Name of agent in queue Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark
Agent Status Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up. Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark
ACD Calls Total inbound queue calls received by agent Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark
Outbound Total outbound calls made by agent (includes internal calls). Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark
Average ACD Call Time Average time of calls by agent (excluding ring time). Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Check mark Cross mark Cross mark
Average Wrapup Average time spent in wrap up status by agent Cross mark Cross mark Check mark Check mark Cross mark Check mark Cross mark Cross mark Cross mark Cross mark
Call Duration Total time spent in current active call Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark
Logged in Total time agent logged in to queue Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark Cross mark Cross mark
    CRM INTEGRATION STATISTICS
Caller's name Name of caller as retrieved from Integrated CRM system Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark
Caller's company name Name of Caller's company as retrieved from integrated CRM system Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Cross mark Check mark

Other statistics can be made available. For more information on parameters that do not appear on the Go Wallboard client please contact [email protected]

CCTaffected by call count threshold parameter.

CWTaffected by call waiting threshold parameter.

Layout 8 is also available in Dutch as standard. To show in Dutch, create a desktop shortcut and add the "-translatedutch" parameter to the end of the target field.

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