Nextiva Voice Analytics - Glossary of terms

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Reporting

Call Type Filters, Total Count, and Count By Day

• Summary
  • Total Calls
    • Sum of inbound and outbound, all external calls.
  • Inbound
    • External calls received.
  • Outbound
    • External calls placed.
  • Toll Free
    • Toll Free calls received.
  • International
    • International outbound calls placed.
  • Distributed
    • Calls from the call group to users in the call group.
  • Answered
    • Inbound and outbound calls that were connected to a person or voicemail.
  • Missed
    • Inbound calls that were not connected, ie. neither to a person nor a voicemail.
  • Other Groupings/Filters
    • Internal
    • External
    • Extension - Extension
    • Forward
    • Transfer
    • Conference
    • Voice Mail
    • Auto Attendant
    • Not connected
    • Connected
• Location
  • Same as the summary, with an option to filter by location.
• Call Group
  • Same as the summary, with an option to filter by call groups.
  • Includes internal calls.
• User Activity
  • In addition to the numbers above, internal calls are included in the stats here, i.e. extension to extension as well as forwards and transfers.
• Phone number
  • Same as the summary, this does not include extensions.
  • New phone numbers may take up to one hour to appear.

Hourly Average

Average calls/minutes by the hour of the day for a given time period. Same logic as above for each section.

Counts by Region

Counts by region are based on area codes. This does not include Toll Free, calls to extensions, and calls that go to voicemail. The numbers here may be lower than in the other reports on the same pages. 

Analytics

Trend Analysis

Trend Panel

View total values for the time range selected and change within that time range determined by the slope of the “Line of best fit”. This is the straight-line that best represents all the data points. The logic of what is included in each section is the same as in Reporting.

Other reports, Call details, and Call Log

Same logic by tab as in Reporting.

Monitoring

Wallboards

View tiles with key performance indicators. The logic for Users/locations is the same as in the Reporting & Analytics Users/Locations tab (the User panels will include internal calls while the Locations tiles will not).

• Total Calls - All calls.
• Total Talk Time - Sum of minutes of total calls.
• Inbound - Inbound calls.
• Inbound Talk Time - Sum of minutes of inbound calls.
• Outbound - Calls originating from users within the network. For users, it includes Auto-Attendants and Call Groups.
• Outbound Talk Time - Sum of minutes of outbound calls.
• Toll Free Calls - Calls via Toll Free numbers. For users, it will include internal calls, and if hunt groups with Toll Free numbers are distributed, those will be included.
• Toll Free Talk Time - Sum of minutes of Toll Free calls.
• International Calls - Outbound calls to international numbers, originating from users within the network.
• International Talk Time - Sum of minutes of international calls.
• Missed Calls - Calls not answered by any or all users.
• Unique Calls - Unique external numbers that have called or been called.
• Unique Calls Ratio - Unique numbers / total calls.
• Answered - A call that connected, inbound and outbound.
• Avg. Calls Per User - Total calls/number of users.
• Avg. Total Talk Time - Total talk time/total calls.
• Avg. Inbound Talk Time - Inbound talk time/Inbound.
• Avg. Outbound Talk Time - Outbound Talk time/Outbound.
• Avg. Toll Free Talk Time - Toll Free Talk Time/Toll Free Calls.
• Avg. International Talk Time - International Talk Time/International Calls.

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