CTI Statistics Terminology Guide

Question

Please explain the CTI statistics-related terms mentioned in the MatrixCloud system.

Answer

• Total Incoming Calls: The total number of calls received at the main phone number.
• IVR Abandoned Calls: Calls in which the customer ends the call while listening to the guidance message. These are considered calls where the customer has withdrawn their intention to consult and are generally not included in KPI management metrics.
• Queue Incoming Calls: Calls that have entered the waiting queue for connection to an agent. This typically refers to calls that start hearing hold music after selecting a specific inquiry type menu in the IVR.
• Answered Calls: Calls that are answered by an agent.
• Abandoned Calls or Queue Abandoned Calls: Calls where the customer hangs up before being connected to an agent, either by disconnecting while waiting in the queue or due to exceeding the maximum waiting time, resulting in the system ending the call.
• Answer Rate: The ratio of answered calls to the total queue incoming calls.
• Service Level: Generally refers to the percentage of calls answered by an agent within 20 seconds.
• DNIS: The number that the customer service center receives calls on, typically the customer service main number.
• Caller Number or CID or Caller ID: Refers to the customer's phone number in the case of incoming calls, and the number displayed to the customer in the case of outgoing calls made by the agent.
• Inbound: Refers to incoming calls.
• Outbound: Refers to outgoing calls.
• Occupancy Time: The time from when the customer dials until the call is ended.
• Waiting Time: The time from when the call enters the waiting queue until it is ended.
• IVR Abandon Time: The time until the call is ended without entering the waiting queue.
• Abandon Time or Queue Abandon Time: The time until the call is ended without being connected to an agent after entering the waiting queue.
• Response Time or Answer Time: The time from when the call enters the waiting queue until it is answered by an agent.