Skip to main content

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 moved from one number or team to another.

  • 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.

 

Back to top