Kustomer Voice report
Last Update: Nov 2024 • Est. Read Time: 2 MINThis 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 types | Managers or users with custom permission set access to reporting can access this feature. |
In this article:
- Kustomer Voice report metrics
- Call volume chart
- Average talk time chart
- Average ring time chart
- Average hold time for inbound calls chart
- Total number of warm transfers chart
- Total number of cold transfers chart
- Total number of failed transfers chart
- Total number of abandoned transfers chart
- Average IVR time chart
- Number of calls per IVR chart
- Average IVR transitions chart
- Calls abandoned during IVR chart
- IVR destinations chart
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.