> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/alles-rund-um-das-channels-statistiken-dashboard.md). # Everything about the Channels statistics dashboard Overview of the sipgate Channels statistics dashboard - KPIs, availability rate, user statistics, and data export. To customize the target values for your dashboard individually, navigate to the **account management** and select the tile **Channels** there. Then select the corresponding channel and click in the left menu on **Statistics**. With a sipgate business L or sipgate Business XL plan, admins can view the statistics retroactively for up to 12 months. {% hint style="info" %} Important: Please note that when migrating from Classic to the new Neo-PBX platform, the statistics of the previous groups as well as of newly created channels will only be stored retroactively for 30 days after the migration. We recommend downloading the statistics regularly and storing them externally. {% endhint %} You have the option of enabling the statistics individually for each shared channel. Please note that a subsequent deactivation **not possible** is. ![Screenshot from 2025-09-04 10-06-51.png](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-819ca1aab056794c4fdf2b240245759a802bfc0c%2FBildschirmfoto%20vom%202025-09-04%2010-06-51.png?alt=media) {% hint style="warning" %} In the dashboard, only calls lasting at least 3 seconds are considered. All statistics refer to the day’s defined service hours. Further details on setting up service hours, holiday and absence profiles for your channels can be found [in this article](https://help.sipgate.de/hc/de/articles/14288865901853-Was-ist-eine-ACD-und-wie-richte-ich-ein-Call-Center-bei-sipgate-ein). {% endhint %} #### **Call volume** Under **Call volume** you will find the service KPIs, as well as information on 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. ![Screenshot from 2025-09-05 08-44-41.png](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-f6e94e43743d81b9cc1aa27a156cf4659333c568%2FBildschirmfoto%20vom%202025-09-05%2008-44-41.png?alt=media) {% hint style="info" %} The statistics in this section refer to the entire service team. This includes the service-level KPIs, statistics on answered and missed calls as well as the current utilization of the channels. Information on the individual statistics of the users can still be found in the section **User statistics**. {% endhint %} * **Reachability rate:** Shows the **ratio** between answered and incoming calls in percent **during service hours** to **current time** of the query. **Reachability rate** = **Total number of answered calls / total number of incoming calls \* 100%** * **Reachability within a certain time:** Shows the **share of calls**, which within a**defined waiting time** (here 20 seconds) **answered** were. The defined greeting in your channels is not included in the waiting time. **Reachability 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 **reachability rate, Team AHT and calls under x minutes** can be adjusted freely in Settings. {% hint style="info" %} The KPI areas are highlighted in green when your set targets are reached; otherwise they appear in red. {% endhint %} In the section **Answered calls** you will find the total number of answered calls and further statistics: **Average call acceptance = waiting time of all answered calls / number of answered calls. Average call duration = talk time of all answered calls / 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 themselves before they were connected to users, and for how many callers the maximum waiting time was exceeded (if configured). **Average time until hang-up = the time of all calls in which the callers hung up / the number of calls in which the callers hung up.** #### **Current utilization** Under **Current utilization** you will find real-time statistics for your channels: the number of callers currently in the queue and the number of logged-in users as well as their status (whether they are currently in a call or in after-call work). ![Screenshot from 2025-09-05 08-45-43.png](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-bb1f0f542bbd902ab5273b69494b37e3b05e9480%2FBildschirmfoto%20vom%202025-09-05%2008-45-43.png?alt=media) #### **User statistics** Since personal data is processed in the individual statistics of the users, you as an admin must actively agree to this option in the dashboard area. After activation, your users will be informed by email. Under individual statistics you will find a dashboard showing the live status of the 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. ![Screenshot from 2025-09-05 08-46-00.png](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-99edc139b75df7d8bb4047d877358fcbb86df941%2FBildschirmfoto%20vom%202025-09-05%2008-46-00.png?alt=media) #### **How can I give other users access to the statistics dashboard?** {% tabs %} {% tab title="sipgate classic" %} As an admin, you have the option of allowing 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 --> \[channel name]**) and then in the right-hand menu **settings** from. 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. ![Screenshot from 2025-09-05 08-50-08.png](https://4045603198-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fg0qj71PeONPljdPedXLf%2Fuploads%2Fgit-blob-acb3874fa51ccfafaf95adecccd3385d0c46c549%2FBildschirmfoto%20vom%202025-09-05%2008-50-08.png?alt=media) {% endtab %} {% tab title="sipgate neo" %} The statistics are currently only visible to admins. {% endtab %} {% endtabs %} #### **How can I export data?** You can export your data by clicking the button with the arrow. There you have the option of filtering by different time periods. You can then download the desired data as a CSV file. --- # Agent Instructions This documentation is published with GitBook. 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