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.