What call statistics are available for groups?

Overview of sipgate group statistics - availability rate, waiting times, call duration, and CSV export for admins.

The function Groups is is available only to customers on sipgate classic available. On sipgate neo, it is integrated in a different form.

With the group call statistics, admins get the most important key figures about your incoming telephony in real time. This gives you the option on the group detail page to evaluate various key figures for incoming calls to your groups individually for each month.

With an enabled queue admins can also use the call statistics to capture the current number of people waiting as well as the average wait time in the queue over the last 30 days. All recorded data can also be filtered by month, retroactively for up to one year.

For a better overview, reachability is additionally displayed visually as a graph . This allows you to evaluate reachability on individual days. In addition, the data can also be downloaded in CSV format, with an hourly breakdown provided. This makes it possible, for example, to record times of increased call volume in order to plan employees' working hours accordingly. The function can be activated as a free option in the logged-in area via the tile Contracts and products for one or more groups.

Important: If a group is deleted, the call statistics for this group are automatically deleted as well.

Explanations of the key figures:

• Incoming calls: Number of calls that came in on the group number during the selected period.

• Answered calls: Number of calls answered by group members during the selected period. If the queue is enabled, this also includes the number of calls that were answered after waiting in the queue.

• Missed calls: Number of calls that were not answered. This also includes forwarded calls, both to other phone numbers and to voicemail. If the queue is enabled, this also includes calls where callers hung up while waiting.

In the call statistics, forwarded calls are counted as follows: If the forwarded call is answered, it is considered "answered" in the event list and the group statistics. If it is not answered, it is considered "missed" -- both in the event list and in the group statistics.

• Reachability rate: Ratio of successfully answered calls to the total number of incoming calls.

• Voicemail messages: Number of messages callers left on voicemail, if this is enabled as a forwarding option.

• Average call duration: Average duration of calls (including forwarded calls that were answered) during the selected period.