Nextiva Voice Analytics Metrics Glossary

Note that the same metric can be used for multiple groups, depending on which calculations can be applied to the metric, e.g. International Talk Time.

• Count: Count of all values of the respective entity that meet any filter criteria over the selected breakdown period.
  Example: Total Outbound Calls for the selected period.

• SUM: The sum of all metric values, e.g. the talk time of all calls that meet any filter criteria over the selected breakdown period.
  Example: Total inbound talk time of all calls for the selected period.

• MAX: The highest metric value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
  Example: Longest inbound talk time for user’s calls for the selected period.

• MIN: The lowest value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
  Example: Min.International calls value for user’s calls for the selected period.

• AVG: The average metric value of the selected breakdown (Aggregate) and/or of the selected dimension values (Compare).
  Example: Avg. Missed calls value for user’s calls for the selected period.

• % OF TOTAL: The % of metric compared to the Total metric value.
  Example : % Inbound calls.

Metric

|

Description

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Groups/

Calculations

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Calls| All calls (Inbound + outbound)| Count, Avg., Max., Min.
Inbound Calls| Calls to a number inside the customer’s network| Count, Avg., Max., Min., % of Total
Outbound Calls| Calls originating from a number inside the customer’s network, e.g. agent to customer, auto-attendant to agent, call group to agent| Count, Avg., Max., Min., % of Total
Answered Calls| The sum of inbound and outbound calls that were connected to a person or voicemail| Count, Avg., Max., Min., % of Total
Missed Calls| Inbound calls that were not connected, i.e. neither to a person nor voicemail| Count, Avg., Max., Min., % of Total
Unique Inbound Calls| Inbound calls from unique external numbers| Count, Avg., % of Total
International Calls| Outbound calls to international numbers, originating from users within the network| Count, Avg., Max., Min., % of Total
Toll-Free Calls| Toll-free calls received (includes Inbound only)| Count, Avg., Max., Min., % of Total
Internal Calls| Calls originating from or terminating at a number within the customer’s network| Count, Avg., Max., Min., % of Total
External Calls| Calls originating from or terminating at a number outside the customer’s network| Count, Avg., Max., Min., % of Total
Total Talk Time| The time from when the agent picks up the phone to talk to the customer to when either one of them ends the call (Total talk time = End time of call – Start time of call)| Sum, Max.
Inbound Talk Time| Talk time of inbound calls| Sum, Avg., Max., % of Total
Outbound Talk Time| Talk time of outbound calls| Sum, Avg. Max., % of Total
Toll-Free Talk Time| Talk time of toll-free calls| Sum, Avg. Max., % of Total
International Talk Time| Talk time of international calls| Sum, Avg. Max., % of Total
Answered by Voicemail| Inbound calls forwarded and answered by voicemail| Count, Avg., % of Total
Forwarded Calls| Inbound calls forwarded to a different number| Count, Avg., % of Total

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