Everything about the Channels Statistics Dashboard

The Channels Dashboard gives you an overview of the daily statistics and KPIs in your Channels. This article explains how you can define the KPIs for your service team, access live team and user statistics, and, as an admin, activate access to the dashboard for individual team members.

Tip: This article summarizes information on the configuration of channels at sipgate and explains how Channel-routing works.

To customize the target values for your dashboard, navigate to Accountmanagement, select the relevant channel and click on Dashboard in the right-hand menu.sipgate-Hilfecenter-Anrufstatistiken 2.png

Note: Only calls of 3 seconds or more are taken into account in the dashboard. All statistics relate to the defined service times of the day. Further details on setting up service times, public holidays, and absence profiles for your channels can be found in this article.

Team statistics

Under the team statistics, you will find the service KPIs, as well as information on the current call volume in your channels. The daily information you see on the dashboard relates to the time of the inquiry during service hours.

Tip: The statistics in this section relate to the entire service team. This includes the service level KPIs, statistics on accepted and missed calls, and the current utilization of the channels. Information on individual user statistics can also be found in the User statistics section.

Service Level KPIs

Under Service Level, you will find three KPIs that you can customize to suit your service team's goals:sipgate-Hilfecenter-UK-channels-dashboard5.png

    • Availability rate: This shows the ratio of calls answered to calls received as a percentage during service hours at the current time of the query.
Availability rate = total number of calls answered/total number of calls received* 100%
    • Calls accepted in a certain time: Shows the ratio of calls that were answered within a defined waiting time (here 20 seconds). The defined greeting in your channels is not included in the waiting time.
Calls accepted in a given time = total number of calls answered in less than 20 seconds/ total number of calls received* 100%
    • Team AHT (average handling time): This shows the average handling time of your service team.
Team AHT = (waiting time + talk time + wrap-up time of all answered calls)/ total number of all answered calls at the current time

You can also customize the targets for the above service KPIs by clicking on the cogwheel icon next to the KPI.sipgate-Hilfecenter-UK-channels-dashboard4.png

Tip: The KPI areas are highlighted in green if your defined targets are achieved, otherwise they appear in red.

Accepted and missed calls

In the Accepted Calls area, you will find the total number of calls received and other statistics:sipgate-Hilfecenter-UK-channels-dashboard7.png

 

Average call acceptance = waiting time of all accepted calls/the number of accepted calls.
Average call duration = talk time of all answered calls/the number of answered calls.

In the Missed Calls section, you will find statistics on the total number of missed calls:sipgate-Hilfecenter-UK-channels-dashboard8.pngThis includes information on how many callers hung up before they were connected to users and how many callers exceeded the maximum waiting time (if configured).

Average time to hang up = the time of all calls for which the callers hung up/the number of calls for which the callers hung up.

Current load

Under Current load you will find real-time statistics on your channels: the number of callers currently in the queue and the number of logged-in users as well as their status (whether they are currently on a call or during their follow up time slot).sipgate-Hilfecenter-UK-channels-dashboard2.png

User-Statistics

As personal data is processed in the individual user statistics, you as the admin must actively agree to this option in the dashboard area. After activation, your users will be informed by e-mail.
Under individual statistics, you will find a dashboard showing the live status of users (logged in, logged out, on a call, and in follow-up), the total number of calls answered, the total and average call time, and the working hours.sipgate-Hilfecenter-UK-channels-dashboard6.png

How can I give other users access to the statistics dashboard?

Note: Without further pre-settings, only employees with admin rights have access to the Channels statistics dashboard.

As an admin, however, you have the option of allowing other users, such as team leads, to access statistics dashboards without assigning them admin rights. To do this, navigate to specific channels (Accountmanagement → Channels → [Channel name]) and then select Settings in the right-hand menu. Here you can specify the users for whom the dashboard should be visible.sipgate-Hilfecenter-UK-channels-dashboard3.png

The defined users (team leads) can access the dashboards under My Telephony → Channels to view the statistics and change KPI target values.

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