babelforce offers two main endpoints for call reporting - the simple reporting & the call legs reporting. This article explains which one to use for which purpose and how to calculate the most important call KPIs by means of these two endpoints:
We recommend the following approach to calculating the KPIs:
| KPI | Data basis | Filter | Explanation |
| Call duration | Call Legs Reporting |
Inbound calls:
|
The duration of this leg shows the total duration of this call |
Outbound calls
|
The duration of this leg shows the total duration of this call | ||
| Talk time | Call Legs Reporting |
Inbound calls:
|
The call leg with duration > 0 is the leg that was connected to an agent (i.e., this agent took the call). The duration of this call leg corresponds to the talk time |
|
Outbound calls:
|
The external leg of the outbound call always shows the talk time | ||
| Queue wait time | Simple reporting | no filters needed | Wait time of the caller once they entered the queue |
| IVR wait time | call duration - talk time - queue wait time | no filters needed | This is the time the caller spent in the IVR before entering the queue |
| Missed calls per agent | Call Legs Reporting |
|
How many times did the babelforce platform try to call a certain agent without them picking up the call |
| Number of call attempts to agents per call | Call Legs Reporting | Number of Call Legs per call with duration = 0 | How many agents did the babelforce platform try to call before one of the agents picked up |
| Offered calls | Simple reporting | Queue wait time > 0 | All calls that entered the queue |
| Abandoned calls | Simple reporting |
|
All calls that entered the queue but were not bridged to an agent |
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