Insights: Incoming Live Statistics
Welcome to Incoming Live Statistics in Outbound by Enreach.
Here you can gain an overview of call data for all incoming live calls.
To read this guide in Danish, click here.
To access Incoming Live Statistics, expand the Insights drop-down menu and select Incoming Live Statistics.
In the navigation page you will see a dashboard that displays all the statistics for live inbound calls.
Along the top are six static KPIs:
- Call waiting
- Dial-backs
- Total calls
- Percentage of calls answered within 60 seconds
- Average waiting time
- Maximum waiting time
Below, each of the incoming phone numbers registered to your Organisation are displayed in a table, with each column representing a different static KPI:
- Call Waiting
- Live waiting time
- Dial-backs
- Total calls
- Success calls
- Answered within 60 seconds
- Success rate
- Average waiting time
- Maximum waiting time
Expand the Options drop-down menu to access the Color settings.
Under Color settings you can configure the success thresholds that will turn the top six static KPIs green:
- Handled within 60 sec: Manually enter or use the arrows to increase or decrease the success percentage that will determine if the Answer within 60 seconds KPI to be displayed in green.
- Average Waiting: Manually enter or use the arrows to increase or decrease the number of seconds that will determine if the Max waiting time KPI to be displayed in green, if the waiting time is less than the determined success seconds.
Click Save Changes to save the colour settings, or Close to exit without saving.
