call_volume

Table of Contents

Call Volume

The Call Volume section of VoiceTrends provides an overview of the most common caller statistics including:

  • Total call minutes
  • Total number of calls
  • Total number of transfers
  • Transfer Rate
  • Average Call Length

VoiceTrends allows users to view these data on a per day, per week, or per month level. Within each graph this data can be further filtered by individual phone numbers. For more information on how to specify these values, see the Getting Started section.

Along with the graph data, the User Profile section displays the top 5 most frequent area codes that call the application. These values dynamically update with changes to the specified date range(s), period, or phone number(s).

The raw data section displays the average daily totals for all application usage. VoiceTrends uses all calls and transfers that occurred during the specified interval to calculate the average call stats over that interval.

Graphs

The y-axis on each graph depicts the statistical value indicated by the graph name. The x-axis displays the specified period (day, week, month).
To enlarge each graph, click the thumbnail of the graph from within the page, or select it from the sub-menu under the Call Volume section.

To change the period interval on this graph, select one of the Day/Week/Month buttons located in the top right of this menu. Selecting one of these changes the period of the x-axis on the graph.

To view the data for a specific phone number, select the desired phone number from the drop-down menu in the top left. “All Phone Numbers” is the default setting for this menu until changed by the user.


# Minutes

VoiceTrends displays minutes with a precision of 1 decimal place. Hover over the data points to display help text that displays the exact amount for the given point.


# Calls

This displays the total number calls, either inbound or outbound, from your account.


# Transfers

This displays the total number of transfers out of your applications. For applications that have multiple internal transfers, this total includes all of those transfers.


Transfer Rate

To calculate the transfer rate, VoiceTrends divides the total number of transfers divided by the total number of calls. The transfer rate is displayed on a scale of 0 - 100, where 100 indicates that a transfer occurred in every call and 0 indicates very few or no transfers occurred across all calls.


Average Call Length

For the specified date range, the average call length is calculated as the total number of call minutes divided by the total number of calls. This is displayed in seconds with a precision of 1 decimal place.


Raw Data

The raw data tab displays the underlying data used to generate all of the graphs for the Call Volume section for each day in the selected date range grouped by the selected period.
Additionally, there is an Export button that can be used to download the raw data in CSV format for use with Excel (or similar spreadsheet software). For programmatic access to this data check out our VoiceTrends API documentation.

call_volume.txt · Last modified: 2018/11/06 12:19 by admin