Table of Contents
What is Communication Metrics?
Running a successful contact center is all about relevant data gathering and analysis. A summary report with 20 data points for call and SMS is categorized in the Communication Metrics found in the dashboard.
The Communication Metrics gives an overview of the 4 main sections:
Total Summary of Calls and SMS
Inbound Calls Report
Outbound Calls Report
By default, the Aloware dashboard is displaying 30-day period data. A user can specify the date range using the date filter on the top left.
What are Inbound Calls & Texts?
On the top right, we display metrics for all your inbound calls (and messages - but mostly calls). The donut chart is color-coded to show the same data at a glance. The data points we report here are:
All inbound calls - The number inside the donut chart shows you the total number of inbound calls you have in this period.
Answered calls - All the inbound calls that have come to your Lines, and have been picked up by your agents.
Missed calls - These are calls that are not answered. Calls are tagged in this state
If Aloware routes to call to an agent or a ring group (or offering the calls/ attempting to connect), and no one picks up
If you have a queue set up for the calls, callers who hang up in the queue
Voicemail - Lines, Ring Groups, and Agents are all able to define a voicemail for when a call is routed to them but they are not available.
If your caller leaves a Voicemail.
📝 Note that in this summary, the call is counted twice - both as missed and as voicemail
Abandoned calls - These are calls that the caller hangs up before reaching the queue, or before Aloware attempts to connect the call.
This usually happens when the user has an IVR set up, and the caller hangs up without pressing a digit; or if the user has a greeting set up, and the caller hangs up while hearing the greeting.
📝 Note - In some other reports, you'd see another KPI labeled unanswered calls. Unanswered calls are the sum of all calls that are missed and/or abandoned (including voicemails).
Texts: Counts the number of inbound texts (SMS and MMS) you have received on your lines.
The second line of this report deals with real-time data as well as efficiency metrics. Here is how we define these data points:
Below 30 Seconds - Number of completed calls with a short duration of 30 seconds or less.
Above 2 Mins - Number of completed calls that are above 2 minutes in talk time.
Queue Hold Time - The average hold time a caller waits in the queue before being connected. This metric is backward-looking, and only counts phone calls that have passed through a queue. If you don't have any queues set up, this metric might display 0.
Average Talk Time - Measures average talk time of connected inbound calls in this date range
What is Outbound Call Metrics?
Right below the inbound call metrics, Aloware reports KPIs for your outbound calls and messages. The donut chart is color-coded to show the same data at a glance. The data points Aloware reports here are:
All Outbound Calls - This displays the total number of your team's outbound calls. The chart is broken down by the outcome of these calls.
Connected - Number of calls when the agent successfully connected to the other party. Note that this includes the IVRs and Voicemail prompts your agent might run into.
Not Connected - Counts calls where the agent (or Aloware automation) hangs up while the call is still ringing without reaching a contact person.
Cold & Warm Transferred - In many sales organizations, the purpose of a team of agents is to get a prospect on the phone and transfer the call to another department. This KPI measures that performance.
Below 30 seconds - This important metric counts calls that are connected (we received a CONNECT signal), but the talk time is less than 30 seconds, usually indicative of a lack of interest.
Above X minutes - These two KPIs measure the number of calls with talk times above a certain number. Currently, we look for calls above 2 mins and 5 mins. These forms are "qualified calls".
Average Talk Time - measures average talk time of connected outbound calls in this date range.
📝 Note - Aloware measures connected calls based on VoIP signals we receive from carriers, not from call dispositions your agents set. This means that if your agent runs into someone's voicemail, we still count it as connected. For reports based on call dispositions, see the Reports tab.
Texts: Counts the number of outbound texts (SMS and MMS) that your agents, Aloware automation, or broadcasting have sent. Top Left: All Communications
What is Contact Engagement?
On the top left, we display a donut chart with all your communications in and out of Aloware including calls and texts. The number in the middle of this donut chart is the total number of calls and texts, inbound or outbound, that you have received or made in the report's time period.
For the same date range of this summary report, Aloware looks into the contacts that have been added to the platform manually, through imports, our API, or CRM sync. If your agents have engaged with a contact at least once (or if the contact has called you), we mark it as an engaged contact. This metric is useful for sales organizations to ensure they are responding to all their leads.
What is Extended Metrics?
If you have Extended summaries enabled (which can be done by Aloware Support), we will show some additional summaries at the end of the table. These metrics are useful for lead-based and text-based outbound teams.
The metrics are:
Appointments - Counts the number of appointments SET and MADE during this period
Broadcasts - Counts the number of broadcasts sent, and total leads engaged (including duplicates) during this period
Lead Sources - Filters leads by source