With our comprehensive and dynamic dashboards, analyzing your calls, productivity has never been easier. Here is a list of call metrics that we offer in your SR account.


To know more about using Insights pages, refer our self-help page: How do I use SR Insights?


Data Filters:

Choose the filters based on the data-set you are interested in:


  1. Select the Plan or SR numbers [1]
  2. Choose the time-period for the report by clicking on the calendar icon [2]
  3. Select the Call-Group you want to filter upon [3] (This filter is visible to only call-center customers)


Call Insights:

The Calls widget [4], shows the total number of calls and their split-up. Following call information is shown in the widget:

1. Total Calls [5]: Total number of calls received/dialed on the selected SR-Numbers, and within the constraints of the data-filters.

2. Outbound Calls [6]: Total number of outbound calls made from SR. These could be your C2C calls, OBD calls, auto-callbacks, ..

3. Inbound Calls [7]: Total number of Inbound calls received on your SR-account.

4. Answered Calls [8]: Number of calls answered by agents.

5. Missed Calls [9]: Number of calls which were not connected with agents. Missed Calls contain the following type of unanswered calls

  • Inbound calls missed due to user not entering DTMF code.
  • Inbound calls missed due to user entering incorrect DTMF code.
  • Inbound calls missed due to unavailability of agents.
  • Inbound calls disconnected due to user blacklisting (DNP).
  • Inbound calls completed with simple sound-file play.
  • Inbound calls completed with voicemail direction.
  • Outbound calls missed due to customer not answering the calls
  • Outbound calls missed due to customer disconnecting the calls (before answering)
  • Outbound calls missed due to agent not answering the calls
  • Outbound calls missed due to agent disconnecting the calls (before answering)

6. Abandoned Calls [10]: Number of calls which were abandoned in the system.

  • Inbound calls abandoned due to user disconnecting the call.
  • Inbound calls abandoned by user in the IVR call-flow.
  • Inbound calls abandoned by user while waiting in call-queue.
  • Calls missed due to supervisor unavailability in call-transfer.
  • Calls missed due to system error

7. All Callers [12]: Number of total calls on your SR account.

8. New Callers [13]: Total number of calls made by first-time callers on your SR-numbers.

9. Returning Callers [14]: Total number of calls made by your returning callers on your SR-numbers.


Service Level Insights:
The Service-Levels widget [15], shows you the call behavior of all the calls falling within the constraints of the data-filters. You can choose the granularity level of the graph by selecting Hourly or Daily [16].
Following Service-Level information can be viewed in the widget: [17].
  1. Average Call Duration: Average call-duration of all the calls on the SR-account.
  2. Average Talk Time (This filter is visible to only call-center customers): Provides the average talk-time of your agents in the time-interval.
  3. Average Waiting Time (This filter is visible to only call-center customers): Provides the average waiting time of your callers before the call was answered by your agents or the call got disconnected.
  4. Average Speed to Answer (This filter is visible to only call-center customers): Provides the average time your agents took to pick-up a call that was offered to him.
  5. Longest Waiting Time (This filter is visible to only call-center customers): The waiting time of the caller who have waited the longest in the system before he was answered or the call got disconnected.