Service indicators

This section displays key call service KPIs for employees and groups. This section is not available in the OnePhone app.

Filters

Grouping: by employees / by groups / by domains.
Display statistics: by day / by hour / for the period.
Date: per day / for the selected period.
"Count call as short (sec.)" — how many seconds of conversation the system considers a short call.

Metrics table

Date; successful calls; AC missed calls; % missed; average speed of answer, sec.; average talk time, sec.; total call time for the period; % short calls; total calls; incoming calls and their %; outgoing calls and their %; % successful; failed calls and their %; BC missed calls; % lost; number of short calls; one-time inquiries; FCR; reachability %.

Employee details: find the employee in the table → expansion arrow next to the name → detailed information. Excel export: "Export to XLSX" button under the filters. Column selection: "Columns" button and check the box.