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Kustomer Voice report

Last Update: Nov 2024 • Est. Read Time: 2 MIN
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This report provides information that helps you understand how many calls your organization makes and receives through Kustomer Voice and how quickly agents respond.

Who can access this feature?
User typesManagers or users with custom permission set access to reporting can access this feature.


In this article:

To access the Kustomer Voice report, select Reporting, and then select Kustomer Voice.

Note: This report and its data are only available if you installed and configured the Kustomer Voice app.

Kustomer Voice report metrics

The report shows four metrics that let you quickly see your Kustomer Voice conversations are performing.

The following metrics are available:

  • Total Calls are the total number of calls received or made during the selected date range, including missed and completed calls.
  • Completed Inbound Calls is the total number of calls answered by an agent during the selected date range.
  • Completed Outbound Calls is the total number of calls answered by the customer during the selected date range.
  • Missed Calls is the total number of calls not answered during the selected date range.

Call volume chart

This chart shows the total number of completed and missed calls during the selected date range.

Average talk time chart

This chart shows the average time a customer spends talking to an agent.

Average ring time

This chart shows a customer's average time waiting for an agent to answer their call.

Average hold time for inbound calls chart

This chart shows the average time a customer spends on hold.

Total number of warm transfers chart

This chart shows the total number of times a warm transfer was made during the selected time range.

Total number of cold transfers chart

This chart shows the total number of times a cold transfer was made during the selected time range.

Total number of failed transfers chart

This chart shows the total number of failed transfers during the selected time range.

Total number of abandoned transfers chart

This chart shows the total number of transfers abandoned during the selected time range.

Average IVR time chart

This chart shows a caller's average time in the IVR before the call is routed to a destination. A destination can be voicemail, voice queues, the default queue, or abandoned.

Number of calls per IVR chart

This chart shows the total number of incoming calls in an IVR.

Average IVR transitions chart

This chart shows the average number of key presses a caller makes during an IVR before transferring the call to a destination.

Calls abandoned during IVR

This chart shows the number of calls abandoned while going through an IVR.

IVR destinations chart

This chart shows the total number of calls routed to each destination through an IVR. A destination can be voicemail, voice queues, the default queue, or abandoned.

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