Which call statistics are available for groups?

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

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

With call statistics for groups, admins receive the most important metrics around your incoming telephony in real time. On the group detail page, you therefore have the option of evaluating various metrics on incoming calls to their groups individually for each month.

With a activated waiting loop admins can also use the call statistics to capture the current number of people waiting as well as the average waiting time in the waiting 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 also 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, providing an hourly breakdown. This makes it possible, for example, to record times with increased call volume in order to plan employees’ working hours accordingly. The feature 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 metrics:

• Incoming calls: Number of calls received on the group phone number during the selected period.

• Answered calls: Number of calls answered by group members during the selected period. With the waiting queue activated, this includes the number of calls 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. With the waiting queue activated, 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 marked as "answered" in the event list and the group statistics. If, however, it is not answered, it is marked as "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.