Everything about the Channels statistics dashboard
Overview of the sipgate Channels statistics dashboard – KPIs, reachability 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 . Then select the relevant 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 the statistics for each shared channel individually. Please note that a subsequent deactivation not possible is.
In the dashboard, only calls lasting at least 3 seconds are considered. All statistics refer to the defined service times of the day. Further details on setting up service times, public holiday profiles, 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 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.
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 user statistics can still be found in the section User statistics.
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, that were answered within a specified waiting time (here 20 seconds) answered . 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 answered in under x minutes can be adjusted freely under Settings.
The KPI areas are highlighted in green when your defined goals are met; otherwise they appear in red.
In the area Answered calls you will find the total number of answered calls and further statistics:
Average call pickup time = 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 area Missed calls you will find statistics on the total number of missed calls. This includes information on how many callers hung up before being 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 callers hung up / 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 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).
User statistics
Since personal data is processed in the individual user statistics, 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 that shows 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.
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 granting them admin rights.
To do this, navigate to a specific call center (Account management --> Channels --> [channel name]) and then select in the right-hand menu settings from. Here you can under Permissions --> Sharing for statistics determine which users the dashboard should be visible to.
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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