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Glossary of Call Types and Call Flows

Below is a glossary of terms used in the application:


Abandoned Calls: An abandoned call is a call that is ended before any conversation occurs, often because the caller is frustrated with the time on hold.

Bounced: Bounced calls are incoming calls that come to an extension but are not answered and therefore go to another extension until it is answered or the opposite party hangs up.

Call Cost: The call cost is calculated by applying the call tariff specified in the Cost Editor.

Caller Tolerance: Caller Tolerance is the length of time a caller is prepared to wait for their call to be answered.

Estimated Revenue Recoverable: The potential retrievable revenue opportunity on unreturned missed calls. This will be calculated using the sales value of a call multiplied by the number of missed calls.

Grade of Service (GoS): Grade of Service is the total calls answered within the target response time over total calls offered.

I/T: Incoming transferred calls are calls that were picked up by an extension and then transferred to another extension.

I/U: Incoming unanswered calls are calls that were hung up before being answered by an agent or answered by the auto attendant and then hung up before being transferred to a group or extension.

INC: Incoming complete calls are calls that have been answered by an agent then completed. This record will show all the call information including the total duration and the final extension the call ended on.

INX: Internal calls are calls that were made within the business from one extension to another.

Minimum Charge: This will be the charge applied to a call dial code, should the cost per minute X duration not reach this value. Once the cost per minute X duration exceeds this value, the actual cost will be displayed.

Missed Calls: Missed calls are unanswered calls.

OUT: Outgoing calls are calls made out of the business to an external number. 

Percentage Calls Answered (PCA): Percentage of calls answered within the target response time over total calls answered for the day.

Percentage Gain: Percentage gain can be specified per extension as the percentage mark-up on the cost of calls made by that user, calculated using values set in Configuration > User > Extension.

Rental Cost: The rental cost is a fixed charge specified per extension. This fee is applied to an extension when running an extension cost report (in Revenue and Billing Reports).

Ring Time: Ring Time is the length of time before a call is answered.Target Answer Time: This is a threshold period within which an agent must answer the call to achieve good customer service. The target answer time can be set in configuration > system settings > settings.

Total Duration: The total length of a call from the time it is answered to the time the call is complete, including any transfers or time on hold.

Total Estimated Revenue: The total of outgoing and incoming estimated revenue. This total estimated revenue reflects the total potential revenue opportunity.

Total Estimated Revenue on Incoming Callsis the potential revenue opportunity on incoming calls. This value is calculated based on the incoming ‘strike rate’ as defined in System Settings > Business Performance Settings.

Total Estimated Revenue on Outgoing Calls: is the potential revenue opportunity on outgoing calls. This value is calculated based on the outgoing ‘strike rate’ as defined in System Settings > Business Performance Settings.

Total Talk Time: The total length of time talking on a call.

Unreturned Missed Calls: Unreturned missed calls are unanswered calls that have not yet been returned. Once the call has been returned it will no longer appear on a report as unreturned missed.

X/U: An internal call that is not answered.

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