Home > Technical Support > Features and functions > Reports > Columns explanation for Call reports

Columns explanation for Call reports

Twilio provider

 
Calls - all calls from customer which agents picked-up
 
Missed calls - count of calls which were not picked up in the time limit. 
The call is ringing to an agent for 30 seconds. If the agent doesn't pick it up within the 30 seconds, the call is rerouted to another agent and the first agent gets "missed call". If the second agent doesn't pick it up, he too receives a "missed call" and the call is rerouted again and so on until some agent picks up the call or the customer hangs up. If the same agent doesn't pick up again, he can receive more "missed calls" for the same call. Therefore this number can be larger than the number of incoming calls.
 
Incoming calls - all calls from customers. Contains calls picked-up by agents, but also calls when customer hang-up before the agent was connected.
 
Outgoing calls - agents calls from LiveAgent to customers
 
Call minutes - sum of call duration from all calls
 

Ready to try LiveAgent?

It's free for the first 14 days! No credit card required.

Get Started
We work well with others...
Magento Joomla Wordpress Mailchimp
Contact us

support@liveagent.com

+1-800-811-6590 (Toll Free in USA & Canada)

+421 2 33 456 826 (European Union & Worldwide)

Quality Unit, LLC 616 Corporate Way, Suite 2-3278 Valley Cottage, NY 10989

Stay in touch
Blog Google+
© 2004-2020 LiveAgent.com, All rights reserved