Analytics provides multiple metrics sorted by countries, helping you to gain clearer insights on your business through data visualisation.
Analytics Filters
| Analytics Filters | Definitions |
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Date Period |
This filter tab allows users to pick the start date and end date (from the calendar) from when they want to see the report.
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Line of Business (LOB) |
The Line of Business (LOB) provides a dropdown menu to the user with the company name of the particular part of the business line.
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Analytics Buttons
| Analytics Buttons | Definitions |
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Search |
This button's function is to carry out search operations by the user after applying all the filters. |
Analytics Fields
| Analytics Fields | Description |
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ASR (Answer-Seizure Ratio) by Countries |
The Answer-Seizure Ratio (ASR) is a measurement of network quality and call success rates in telecommunications. It is the percentage of answered telephone calls with respect to the total call volume. In telecommunications, an attempted call is termed a seizure or total call. The answer-seizure ratio is 100 times the ratio of answered calls, i.e., the number of seizures resulting in an answer signal divided by the total number of seizures. As shown in the below image, this is available by country.
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| NER (Network Effectiveness Ratio) by Countries | The Network Effectiveness Ratio (NER) measures the ability of a network to deliver a call to the called terminal. Busy signals and other call failures due to user behavior are counted as "successful call delivery" for NER calculation purposes. Unlike ASR, NER excludes the effects of customer and terminal behavior. NER is a measure of network quality defined by the ITU.[1] As shown in the below image, this is available by country. |
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ACD (Average Call Duration) by Countries |
The Average Call Duration (ACD) is the average time an agent spends on the actual telephone interaction, leaving out pre-call prep or post-call activities. As shown in the below image, this is available by country. |
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Total Calls |
The Total Calls are equal to the total number of calls received or dialed out by the Agents. As shown in the below image, this is available by country. Total Calls = Inbound Calls + Outbound Calls |
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Answered Calls |
The Answered Calls are the total number of Answered Calls (Inbound + Outbound). As shown in the below image, this is available by country. Answered Calls = Total number of answered calls (Inbound + Outbound) |
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Duration (min) |
The Duration is the total talk time in minutes for inbound and outbound calls. As shown in the below image, this is available by country. Duration (min) = Total talk time (Inbound + Outbound) |
| No Answer | The No Answer is the number of calls that were not answered by the user (Inbound Only). As shown in the below image, this is available by country. No Answer = No. of calls not answered (Inbound Only) |
| User Busy | The User Busy is the number of calls that the user rejected or the user was in another call. As shown in the below image, this is available by country. |
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