| Day | Group | Customer | Calls | Events | Ended | Answered | Missed/failed | Active | % Answered | Wait answered | Wait unanswered | Answer time | Top caller | Top destination |
|---|
| Name | Slug | Status | Action |
|---|
| Name | Org | Group | Credentials | Status | Action |
|---|
| Scope | Password | Status | Action |
|---|
| Name | Scope | Status | Created | Last used | Action |
|---|
| Time | Event | IP | Key | Path | Retry |
|---|
| Customer | Status | Connected | Disconnected | Last event | Last error | Repair |
|---|
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| Queue | Location | Wachten | In gesprek | Langste wacht | Gem. wacht | Vandaag totaal | Ans % | SLA % | Gemist |
|---|
| Agent | Location | Status | Sinds |
|---|
Answered % counts agent extensions and external transfers by default. Enable announcement/IVR only if that step is meant to fully handle the call (e.g. opening-hours info).
Set global KPI goals. These are shown on the overview as green/amber/red indicators.
| Goal | Value | Description |
|---|---|---|
| % | Minimum % of calls answered | |
| % | Minimum % answered within 20 seconds | |
| % | Maximum acceptable missed call percentage | |
| sec | Maximum average wait time before answer | |
| Max open missed calls before alert |
Numbers added here are excluded from Incoming Numbers, Missed Calls, and Top Callers — useful for internal lines, door phones, etc.
| Number / Pattern | Label | Added |
|---|
Choose which sections are included when a report is created or sent automatically. Changes apply to new reports only.
Call volume and answer rates per company number dialled into (VCare trunk / DID). Separate from external callers.
| DID | Location | Calls | Answered | Ans % | SLA % | Missed | Active | Avg wait | Peak |
|---|
Callers who called back within the repeat window — a frustration indicator. Ranked by frustration score.
| Caller | Location | Calls | Repeats | Ans / Miss | Min gap | Avg gap | Last call | Score |
|---|
All calls in the selected period, in chronological order. Gap = time since previous call from this number.
Performance per destination — final extension or queue that handled each call.
| Destination | Location | Calls | Answered | Ans % | SLA % | Missed | Active | Avg wait | p90 wait | Peak hour |
|---|
No business hours configured for this customer. Configure opening hours via Admin → Customer → Business Hours to enable after-hours analysis.
Calls outside business hours, by hour of the day.
Hours where at least 20% of total call volume falls outside business hours and volume is significant. Consider extending opening hours.
Callers who repeatedly contact outside business hours.
Morning 08–12 · Afternoon 12–17 · Evening 17–21 · Night 21–08 (Europe/Brussels)
| Period | Calls | Answered % | SLA 20s % | Missed % | Avg wait |
|---|
Answered % per weekday and time slot — darker green = better SLA.
Calls that reached more than one destination (transferred, forwarded, or queued to multiple agents).
Most common from → to destination pairs.
| From | To | Count | Visual |
|---|
| Day | Total calls | Answered | Transferred | Transfer rate |
|---|
How long callers wait before being answered (answered calls only).
Based on all answered calls in this period.
| Day | Answered | Avg | p50 | p80 | p90 | p95 | 0–10s | 10–20s | 20–30s | 30–60s | 1–2m | 2–5m | 5m+ |
|---|
Of all missed calls with a known caller number — how many were called back within the period?
How quickly were callbacks made?
Callback rate % and volume per day.
| Day | Missed | Called back | Rate | ≤1h | ≤4h | ≤24h | Never | Avg response |
|---|
Predicted call volumes for the next 7 days, based on historical patterns.
Average calls per hour across all weekdays (based on history).
Top 10 busiest slots over the forecast period.
Aggregated across the selected period.
Snapshots of call performance for any period. Export as CSV or PDF, or mail directly.