Statistics Vibe.

The statistics Vibe probably has access to the widest range of information out of all of the Vibes. Within babblevoice, data is collected whenever a call hits a collection point. Depending on what happens in the process of handling the call, i.e. the call enters a queue or rings a phone, then different data is captured. This data is completely anonymized (excluding some data which might be phone centric for example).

Each report can show data in periods of an hour or day, then a graph can show a number of those periods, for example, a week’s worth. You can then look at an offset, for example - by the hour for 24 hours this time last week.

Reports can be visualised differently:

  • Bar chart,
  • Time chart,
  • Scatter chart,
  • Pie chart,
  • Number.

The last 2, Pie and Number, differ from the rest (well they are all different in their display) in what data they can display. With a bar chart, if you select an hourly statistic for 1 day, you will get 24 bars (or less if less data is available). With Pie or Number, it will only show the most recent data in the result.

Collection and the reporting of that data are broken down into 3 different sections:

  • Devices (aka phones),
  • Numbers (the real world phone numbers),
  • Queues

Then for each section, there are multiple reports available.

Devices

We call them devices as they can represent servers as well as phones. Most users reading this document will be using them as phones, so for the purpose Vibes, consider a device a phone.

So, to get this straight in your head, imagine the phone on your desk. All the statistics based in this section are to do with the actions of using a phone - picking up a call, making a call and so on. On a device report You can create a report based on:

  • All calls
  • Calls made
  • Calls answered
  • Calls received
  • Call spend

Each report has then sub items which are based on the first choice. So for example, most items contain a count by hour sub choice. So if you want to know how many calls were answered you have to choose Calls answered, then “count by hour”.

For the purposes of a phone, ringing could mean the phone itself ringing, or the phone has made a call and the phone it called is ringing.

With the devices report all the sections, except call spend, have the same sub reports, they are (each item can be viewed by hour or by day):

Bill seconds

Bill seconds doesn’t specifically refer to time on the phone that you might receive a bill for. It means the time the call is connected - so historically may have received a bill for.

Duration seconds

Duration of a phone call is from the start of dialling through to hanging up - so the ringing section and the talking section.

Call Count

The number of calls in that period - so 10 calls in the hour.

Average bill seconds

The average length of time the phone is connected to another call. Measured in seconds.

Average duration

The average length of time the phone is on a call, this is the sum of the ringing time and the connected time. Measured in seconds.

Ringing seconds

The sum of the ringing time for the phone.

Average ringing seconds

The average amount of time the phone rang for the period.

Then we have call spend sub reports (again both types have options for a period for both hourly and daily):

Max call spend

The value of the most expensive call for the period.

Total call spend

The total call spend for the period.

Numbers

Numbers are phone numbers you rent through babblevoice. Just the main phone numbers your customer calls. It can report on similar things to devices, but data is collected when similar actions are performed on your phone number (i.e. when someone calls it).

The following sub reports are available:

  • Inbound,
  • Inbound AND answered,
  • Outbound calls made.

Bill seconds

The total number of seconds of talk time for this number.

Duration seconds

The total number of seconds of ringing time plus talk time for this number.

Call Count

The call count for this period.

Average bill seconds

The average (mean) length of a call - for the talk time during this period.

Average duration

The average (mean) duration - ringing plus talk time - of a call during this period.

Ringing seconds

The total sum of all ringing time of all calls for this period.

Average ringing seconds

The mean of all ringing time of all calls for this period.

Actual ringing seconds

The sum of all ringing time for this period.

Actual average ringing seconds

The mean of all calls for ringing for this period.

Max spend

The highest cost of call for this period.

Spend

The total spend for this period.

Queues

Queues have 3 sub reports:

  • All Calls,
  • Answered Calls,
  • Abandoned Calls.

The sub-reports available for these 3 subtypes vary.

All Calls

Max members

Currently unused and present for future development. A member is an on-hook agent ready to have calls dropped through to them.

Max consumers

Max number of consumers - phones ready to take calls for calls in the call queue.

Max callers

The maximum number of callers in the queue during this period (waiting plus talking).

Max waiting

The maximum number of calls waiting in the queue during this period.

Max bridges

Bridges mean calls bridged to an agent. So agents having to talk on active calls. This is the maximum of bridged calls during that period.

Count

The total number of calls that hit this queue for that period,

Min members

The lowest number of members during this period. Also currently unused - see the comments above.

Min consumers

The lowest number of consumers for this period.

Mean callers

The average number of callers for the period. This s the average of the number of callers in the queue taken every time a call enters this data collection.

Mean waiting

The same as mean callers, but for waiting.

Mean bridges

The same as mean callers, but for bridges - i.e. connected calls.

Answered Calls

Max waiting

The maximum waiting time for all calls which gets answered from this queue.

Max bridge

The maximum talk time for all calls which gets answered from this queue.

Min wait

The minimum wait time for all calls which gets answered from this queue.

Min bridge

The minimum talk time of calls which gets answered from this queue.

Mean wait

The average wait time of all the calls for the defined period.

Mean bridge

The average talk time of all the calls for the defined period.

Sum wait

The total time waiting of all the calls which go through this queue then gets answered.

Sum bridge

The total time of all the talk time of all calls which go through this queue then gets answered.

Count

The number of calls which go through the queue which then get answered.

Abandoned Calls

Max wait

The maximum wait time for a call during the defined period.

Min wait

The minimum wait time for the defined period.

Mean wait

The mean wait time during that period.

Sum wait

The total wait time across all calls for that period.

Count

The number of abandoned calls for the defined period.

More information about

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