Analytics Glossary - Admin Panel

Purpose: Provide clear meanings for terms used in SimboConnect analytics.

Terms

• Call Volume: Number of calls received in a period.

• Weekday Average: Average calls for a weekday across the selected period.

• Hourly Average: Average calls for a specific hour of day across the selected period.

• Daily Call Volume: Total calls on each calendar day.

• Call Bifurcation: Distribution of call reasons.

• Call Assignment: Number of calls assigned to a user.

• NA: Calls not assigned to a single user and handled by the team.

• Call Closure Time: Time from opening a request to closing it.

• Call Closer: The user who completed and closed the request.

• Transferred: Calls transferred by Copilot to one number or team.

• Picked Up: Calls answered by a destination.

• Not Answered: Calls that were not picked up.

• Handle Time: Time spent speaking with the caller during a call.

Tips and good practices

• Use the same terms in team meetings and training.

• If your practice uses custom reason names, keep a short index so everyone reads charts the same way.