> 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 To individually adjust the target values for your dashboard, navigate to the **account management** and select the tile **Channels** 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 statisticsย้อนหลัง up to 12 months. You have the option to activate the statistics individually for each shared channel. Please note that a subsequent deactivation **not possible** is. ![Bildschirmfoto vom 2025-09-04 10-06-51.png](/files/cfe77fe136074d68fea2dbca9477de83b71b7561) {% hint style="warning" %} In the dashboard, only calls lasting 3 seconds or more are considered. 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](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 can 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. ![Bildschirmfoto vom 2025-09-05 08-44-41.png](/files/37974c1035053149f15ced9d3bd05b19604752a9) {% 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 user statistics 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** for **current time** of the query. **Reachability rate** = **Total number of answered calls / total number of incoming calls \* 100%** * **Reachability over a specific period:** Shows the **share of calls**, that within a f**ixed waiting time** (here 20 seconds) **answered** were. The defined greeting in your channels is not included in the waiting time. **Reachability over a specific period** = **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** answered you can freely adjust under settings. {% hint style="info" %} The KPI areas are highlighted in green when your set goals are met; otherwise they appear red. {% endhint %} In the section **Answered calls** you can find the total number of answered calls and further statistics: **Average call acceptance = 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 can find statistics on the total number of missed calls. This includes information on how many callers hung up before being connected to agents, and for how many callers the maximum waiting time was exceeded (if configured). **Average time until hang-up = the time of all calls where the callers hung up / the number of calls where the callers hung up.** #### **Current utilization** Under **Current utilization** you can 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 after-call work). ![Bildschirmfoto vom 2025-09-05 08-45-43.png](/files/b22887a2eab38fd5e209f4a28f203a460e5f99ee) #### **User statistics** Since individual user statistics process personal data, you as 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 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, total and average talk time, and working hours. ![Bildschirmfoto vom 2025-09-05 08-46-00.png](/files/ea4ca18ff64a76f4552c2949db71c93d3e60f83a) #### **How can I give other users access to the statistics dashboard?** {% tabs %} {% tab title="sipgate classic" %} As an admin, you have the option to give other users, such as team leads, access to statistics dashboards without granting them admin rights. Navigate to a specific call center for this (**Account management --> Channels --> \[Name of the channel]**) and then select in the right menu **settings** select **Permissions** **-->** **Statistics sharing** the users for whom the dashboard should be visible. The selected users (team leads) can access the dashboards under **My telephony --> Channels** to view the statistics and change KPI target values. ![Bildschirmfoto vom 2025-09-05 08-50-08.png](/files/f6784fe0e0600698e04b40596733116d86d5dea5) {% 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 to filter by different time periods. You can then download the desired data as a CSV file. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.sipgate.de/cloud-telefonanlage/en/account-management/channels/alles-rund-um-das-channels-statistiken-dashboard.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.