Topic
This article explains the primary metrics displayed in the Cytracom Call Center Dashboard, including the difference between Accept % and Service Level.
Environment
- Cytracom UCaaS
- Call Center Dashboard
Description
The Call Center Dashboard combines live operational metrics with performance metrics for the current reporting day.
Some metrics describe what is happening right now, while others summarize what has happened today.
Understanding this distinction is important when evaluating queue performance.
Live metrics versus today's metrics
Right now
Live values represent the current state of the contact center.
Examples include:
- Calls Waiting
- Longest Wait
- Calls in Progress
- Agents Available
Today
Today's values summarize activity since the beginning of the account's current reporting day.
Examples include:
- Handled Today
- Service Level Today
- Abandon Rate Today
- Average Speed of Answer
- Average Talk Time
The reporting day is based on the account's configured reporting timezone and may not match the local timezone of the computer displaying the dashboard.
Accept % versus Service Level
Accept % and Service Level answer different questions.
Accept %
Accept answers:
Did we handle the call?
The calculation is:
Accept = Handled ÷ Offered
Handled calls are calls that were answered and completed.
Offered includes completed, abandoned, timeout, and breakout outcomes.
Accept therefore measures the portion of finished queue calls that were successfully handled.
It does not measure how quickly calls were answered.
Service Level
Service Level answers:
Did we answer the call fast enough?
The calculation is:
Service Level = Calls answered within the cutoff ÷ Answered calls
For example, with a service-level cutoff of 20 seconds, a call answered within 20 seconds counts as being within service level.
The default service-level target is 80%, meaning the goal is for 80% of answered calls to be answered within the configured cutoff.
Example
Consider a queue with the following activity:
- 100 calls offered
- 90 calls handled
- 10 calls abandoned
- 70 of the 90 answered calls answered within 20 seconds
The queue's Accept % is:
90 ÷ 100 = 90%
The queue's Service Level is:
70 ÷ 90 = 77.8%
This queue handled 90% of its offered calls, but fewer than 80% of answered calls were answered within the 20-second service-level cutoff.
A queue can therefore have a healthy Accept percentage while still having a poor Service Level.
Primary dashboard metrics
Calls Waiting
The number of callers currently waiting across the queues displayed on the dashboard.
Longest Wait
The amount of time the oldest current caller has been waiting.
The timer continues to advance while the caller is waiting and can change to a breach state when the configured longest-wait threshold is exceeded.
Calls in Progress
The number of callers currently connected to agents.
Agents Available
The number of agents currently in the Available state.
The dashboard also provides context about agents on calls and the number logged in.
Handled Today
The number of queue calls completed today.
Service Level Today
The percentage of answered calls that were answered within their applicable service-level cutoff.
When multiple queues are displayed, the dashboard calculates the overall service level using answered calls from those queues and each queue's effective cutoff.
Secondary metrics
Abandon Rate Today
The percentage of offered calls that were abandoned.
Abandon Rate = Abandoned ÷ Offered
Average Speed of Answer
The average amount of time between a caller joining the queue and an agent answering the call.
Average Talk Time
The average talk duration for completed calls.
Minimum sample size
Percentage-based metrics can display — instead of a percentage when there have not yet been enough calls to provide a meaningful sample.
The default minimum sample is 5.
This prevents very small call volumes, particularly early in the reporting day, from immediately appearing as performance problems.
Queue card metrics
Each queue card provides its own operational and performance information, including:
- Waiting
- Longest Wait
- Active
- Handled
- Offered
- Abandon
- Callbacks
- Accept %
- Service Level
The service-level bar at the bottom of the card shows the queue's current service level relative to its configured target.