The Business Snapshot page provides an at-a-glance view into important call metrics for your business. Quickly view and compare call data like Calls Handled, Connections, Missed Calls, Average and Total Talk Time, and much more.

All page data reflects the date range selection at the top of the page. Select from the following options:

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  • Today
    • From midnight in your account’s local time to the current time
  • This Week
    • From Monday at midnight in your account’s local time to the current day/time
  • This Month
    • From the first calendar day of the current month at midnight in your account’s local time to the current day/time
  • This Quarter
    • From the first calendar day of the current fiscal quarter at midnight in your account’s local time to the current day/time

The page consists of two sections: Call Metrics and Agent Metrics. Each section is described in detail below.

Call Metrics

The Call Metrics section consists of three sets of grouped call data.

Calls Handled

The Calls Handled group includes information about total calls handled, inbound and outbound calls, connections, and missed calls.

  • Total Calls Handled
    • The number of outgoing + incoming calls minus missed calls
  • Total Outbound Calls
    • The total number of outbound calls by your business, including both answered and missed calls
  • Total Outbound Connections
    • The total number of outbound calls by your business with a call time exceeding your business connection time (see this article for more information about viewing/changing your connection duration).
  • Total Inbound Calls
    • The total number of inbound calls to your business, including both answers and missed calls
  • Total Inbound Connections
    • The total number of inbound calls to your business with a call time exceeding your business connection time.
  • Total Missed Inbound Calls
    • The number of inbound calls to your business that were unanswered by your agents
  • % of Missed Calls
    • The percent of missed inbound calls against the total number of inbound calls to your business

Workforce Management

The Workforce Management group provides detailed information about different portions of the average call. Speed to Answer + Call Length + After Call Work = total time to Handle a Call. Idle Time and DND time measure the amount of time your agents are either available or unavailable.

  • Average Handle Time
    • The average time for all calls in the selected date range to be handled (Speed to Answer + Call Length + After Call Work). Think of this metric as how long, on average, it takes your agents to complete a call from the moment it rings to the moment they're finished wrapping up after the call has ended
  • Average Speed to Answer 
    • The average length of time it takes for a call to be answered after the phone started ringing. Less time is typically better but may depend on your business.
  • Average Call Length
    • The average duration for all calls from the moment the call is answered to the moment the call ends. This excludes ringing time and time spent after the call has ended. Think of this metric as the average length of conversations.
  • Average After Call Work
    • The average duration for work done after a call has ended. This is calculated by the amount of time an agent has the Call Notification section expanded in Powercall. Think of this as "wrap up time" after a call has ended where an agent is either updating a contact's information or scheduling a followup. Less time is typically better, so your agents can wrap up quickly and move on to other calls. The expanded Call Notification in Powercall consists of the following tabs:
      • Call Info
      • Edit
      • Schedule
      • Outcome
  • Average Idle Time
    • The average duration your agents spent in Powercall with the status of "Available." This indicates how long your agents were available to answer incoming calls or not on outbound calls.
  • Average DND Time
    • The average duration your agents spent in Powercall with the status of "Do Not Disturb." This indicates how long your agents were unavailable to answer incoming calls.
  • Total Call Time
    • The total duration your agents spent handling calls, from the moment the call started ringing to the moment wrap up work ended.

Time Saved

The Time Saved group shows data around the usage of Kixie products that help save time for your business by automating regular activities. These are fixed durations per product usage and provide an overall figure for how much time is saved by utilizing Kixie features.

  • Click to Call
    • The duration saved by utilizing the Click to Call feature of Kixie Powercall instead of manually copy/pasting or dialing numbers from web pages.
  • Incoming Call
  • SMS Template
    • The duration saved by utilizing SMS Templates to send regular messages to contacts instead of manually typing messages.
  • VM Drop
    • The duration saved by utilizing Voicemail Drop to automatically leave voicemail messages instead of waiting for the beep and recording your own voice message.
  • Logged Call
    • The duration saved by having Kixie automatically log calls to your connected CRM instead of manually navigating to your CRM to log the call yourself.
  • Auto SMS
    • The duration saved by utilizing Kixie Auto SMS instead of manually sending SMS messages for certain actions by your customers

The tiles in the above groups show each call stat for your selected Team and date range selection. The larger number shows the current stat, and the smaller percentage indicates an increase, decrease, or level comparison to the previous same date range.

Example: Looking at the Outbound Calls tile while having a date range selected of “This Week” on a Wednesday at noon will show how many outbound calls your Team made from Monday at midnight through Wednesday at noon. The percentage shown is the change compared to last week from Monday to Wednesday at noon.

 

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Pie Charts

Three pie charts at the bottom of the Call Metrics center show a visualization of the following three metrics:

  • Talk Time
    • Duration of outbound vs inbound calls shown in hours and minutes (hh:mm)
  • Calls
    • Total number of outbound vs inbound calls
  • Connections
    • Total number of outbound vs inbound connected calls

 

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Agent Metrics

Information in the Agent Metrics section lets you view averages across various important metrics for your business along with which agents performed either higher or lower than the average for each metric.

 

The following metrics are shown in the Agent Metrics section:

  • Total Calls
    • The average number of calls made and received
  • Connections
    • The average number of connected calls made and received
  • Talk Time
    • The average duration of calls made and received
  • Missed Calls
    • The average number of missed inbound calls

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Each metric shows up to five agents with totals both above and below the Team average. This provides a high level overview of your top performing agents as well as agents who might need extra coaching.