Reporting Overview and CRM Activity Logging

Kixie Team Kixie Team

This page provides an overview of some of the Reports available on the Kixie Dashboard as well as some terms for logging to your connected CRM

Kixie Dashboard

Agent Status

See this article for a full, in-depth description of the Agent Status report

Agent Summary

Below is a brief summary of key metrics found on the Agent Summary report

  • Missed Calls
    •  Any incoming call that is unanswered by your agents or goes to voicemail.
      • For example: If someone calls your IVR and hangs up, that counts as a missed call.
      • NOTE - Missed calls directed to an IVR or Ring Group number will be assigned to the "default user". For example: If you have one main number that rings 4 agents and John Doe is the default user, any missed call to that main number will show up as a missed call to John Doe. 
  • Missed %
    • Total number of missed incoming calls / total number of incoming calls. The lower the % the better!
  • Connections
    • Any calls, outbound or incoming, that exceeds the connection duration set by your company
  • Outgoing Connection %
    • Percentage of outbound answered calls by your agents that exceed your connection duration 
  • Tot. Duration
    • Total talk time for your agents in Hours:Minutes:Seconds
  • Average Duration
    • Average talk time for your agents

Business Snapshot

See this article for a full, in-depth description of the Business Snapshot report


Call Outcomes (Dispositions)

These are the call outcomes logged by your agents. They are customizable if your team is on the Professional tier of Kixie.

See this help article for more information about Dispositions

Inbound Summary

A useful way to see inbound call stats for numbers on your account whether they are assigned to individual agents, a queue, or an IVR.

See this help category for more information about setting up Inbound Calls


Kixie CRM Activity Logging

Setting up your CRM to log activity with Kixie will result in some of the below metrics being logged

  • Answered Calls
    • For incoming calls: any call that is answered by your user
    • For outgoing calls: any call that is answered a customer, their voicemail, or auto-attendant greeting
  • Missed Calls
    • For incoming calls: any call that is unanswered by your users or goes to their voicemail 
    • For outgoing calls - any call that is a bad/invalid number or canceled by your user(your user hangs up before it can reach the customer, their voicemail, or auto-attendant)