Everything about the Channels statistics dashboard
Overview of the sipgate Channels statistics dashboard - KPIs, availability rate, user statistics and data export.
To individually customize the target values for your dashboard, navigate to the account management and select the tile Channels from. Select the corresponding channel and click on Statistics.
With a sipgate business L or sipgate Business XL plan, admins can view the statisticsย้อนหลัง up to 12 months.
You have the option to activate statistics individually for each shared channel. Please note that subsequent deactivation not possible is.
Only calls of 3 seconds or more are considered in the dashboard. All statistics refer to the defined service hours of the day. Further details on setting up service hours, holiday and absence profiles for your channels can be found in this article.
Call volume
Under Call volume you will find the service KPIs, as well as information about the current call volume in your channels. The daily information you see on the dashboard refers to the time of the query during service hours.
Accessibility rate: Shows the ratio between answered and incoming calls in percent during service hours for current time of the query.
Reachability rate = Total number of answered calls / total number of incoming calls * 100%
Accessibility within a certain time: Shows the share of calls that within a fixed waiting time (here 20 seconds) answered were answered. The defined greeting in your channels is not included in the waiting time.
Accessibility within a certain time = Total number of answered calls in under 20 seconds / total number of incoming calls * 100%
Team AHT (average handling time): Shows the average handling time of your service team.
Team AHT = (talk time + after-call work time of all answered calls) / total number of all answered calls at the current time
The target values for accessibility rate, Team AHT and calls answered in under x minutes can be adjusted as desired under settings.
In the section Answered calls you will find the total number of answered calls and further statistics:
Average call answer time = waiting time of all answered calls / the number of answered calls. Average call duration = talk time of all answered calls / the number of answered calls.
In the section Missed calls you will find statistics on the total number of missed calls. This includes information on how many callers hung up before they were connected to users, and for how many callers the maximum waiting time was exceeded (if configured).
Average time to hang up = the time of all calls in which callers hung up / the number of calls in which callers hung up.
Current utilization
Under Current utilization you will find real-time statistics for your channels: the number of callers currently waiting in the queue and the number of logged-in users as well as their status (whether they are currently in a call or after-call work).
User statistics
Since individual user statistics process personal data, you as an admin must actively consent to this option in the dashboard area. After activation, your users will be informed by email.
Under individual statistics you will find a dashboard that shows the live status of users (logged in, logged out, in a call and in after-call work), the total number of answered calls, the total and average talk time, as well as working hours.
How can I give other users access to the statistics dashboard?
As an admin, you have the option to allow other users, such as team leads, access to statistics dashboards without giving them admin rights.
To do this, navigate to a specific call center (Account management --> Channels --> [name of the channel]) and then select in the right menu settings select. Here you can under Permissions --> Statistics sharing determine the users for whom the dashboard should be visible.
The specified users (team leads) can access the dashboards under My telephony --> Channels to view the statistics and change KPI target values.
The statistics are currently only visible to admins.
How can I export data?
You can export your data by clicking the button with the arrow. There you have the option to filter by different time periods. You can then download the desired data as a CSV file.
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