Introducing Stats
Stats offers a simple, yet powerful platform for achieving a comprehensive understanding of your organization's communication usage.
Gain perspective through both real-time monitoring and historical analysis. Regardless of your role whether in Sales, Support or Administration, Stats empowers you to make smarter, data-informed decisions based on clear and reliable metrics.
General description
What is included in the Stats Product?
A tool that gives you instant visibility into your entire communications system. No technical expertise is needed. Using a single URL, you can instantly view real-time and historical data through pre-built, intuitive dashboards and widgets.
You are just "one click away" from your favorite reports.
What is not the Stats Product?
It is not a tool that provides raw data for export or integration with third-party environments. If that is your goal, you should use our other product, Telavox Stream Liner, which provides WebSocket real-time information and historical GraphQL data.
It is not an alarm system that alerts you when specific conditions occur, such as sending an email when there are no agents in the queue etc. 
Requirements
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Administrators
No specific feature/add on is needed, you only need to have the Administrator permission.
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To track/receive data on users
The user must have the Additional service "Stats Tracked User".
Access and visibility
Administrators
Access to Stats via the Web and Desktop app.
Access to edit in the Stats environment.
Stats Tracked User (User level)
User will be tracked in the report.
No access to Stats via the Web and Desktop app.
Target groups
- All Customers and Partners
- All countries
- Product is white labeled
Supported apps
- Web and Desktop app
Click on the tabs below to get an Installation and Step by Step guide on Stats:
Installation guide
Only Administrators can access Stats from the Web and Desktop app.
- Log in to the Web or Desktop app.
- Navigate to Settings.
- Scroll down and then click on view Go to Stats.
- This will open a new tab and activate the free trial, which begins tracking all agents, calls and profiles until the trial ends. The free trial is 7 days.
Once the trial ends, the user must proceed via the Admin portal. To receive data, follow these steps to add the Stats feature to the user's account:
- Log in to the Admin portal.
- Navigate to the Users section.
- Select the specific User you wish to add the feature on.
- Navigate to the Additional services.
- Add Stats Tracked User to the users account.
Report Types & Perspectives
The reports use different data sources and perspectives based on their grouping.
Agent Metrics
Purpose: Tracks the individual performance and availability of agents.
Perspective (Agent): This report counts a single call offered to three agents as three separate entries. It focuses on each time a call is offered to a specific agent.
Best used for: Analyzing individual agent workload and efficiency.
Call Inspector
Purpose: Provides a detailed list of every individual interaction for granular analysis of specific calls.
Perspective (Call): This report counts the entire call journey as a single entry, regardless of transfers or queue jumps.
Best used for: Reviewing the complete history of a specific interaction.
IVR Performance
Purpose: Analyzes the efficiency of your Interactive Voice Response (IVR) menus and entry points.
Perspective (Call): This report counts the entire call journey as a single entry, regardless of transfers or queue jumps.
Best used for: Optimizing the initial caller experience and IVR setup.
Queue Traffic
Purpose: Shows aggregated metrics to illustrate the health and status of each specific queue.
Perspective (Queue): This report counts a single call passing through two queues as two separate entries. It focuses on each time a call enters a specific queue.
Best used for: Assessing queue congestion, service levels, and overall queue performance.
Time Trends
Purpose: Visualizes call volume spikes and staffing patterns over specific time intervals.
Perspective (Call): This report counts the entire call journey as a single entry, regardless of transfers or queue jumps.
Best used for: Forecasting, capacity planning, and identifying peak calling hours.
Agent Metrics
This report groups information by Agent, offering three different perspectives via the tabs in the top-left corner: All, Inbound and Outbound calls.
Tab 1: All
These columns identify the agent and their current real-time status.
- Agent: The name of the agent.
- LiveProfile: The current profile or queue the agent is actively assigned to.
- LiveProfileTime: The total amount of time the agent has been logged into their current profile.
- LiveQueues: The specific queues the agent is currently serving.
- LiveTalk : If the agent is currently on a call, this shows the real-time duration of that specific conversation.
Displays a comprehensive summary of all activity (both Incoming and Outgoing).
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Calls: The total number of phone calls handled by the agent (Inbound + Outbound).
- Note: If a single call is offered multiple times, it counts as multiple calls.
- Answered: The total number of calls the agent successfully answered or connected.
- Unanswered: The total number of calls offered to the agent that were not answered (missed opportunities). Warning: a call can be answered by another agent
- TotalTalk: (Total Talk Time) The cumulative time spent talking on all calls during the selected period.
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AvgTalk: The average length of conversations for all calls handled by this agent.
Tab 2: Inbound
Filters the table to show only incoming call metrics (calls from customers to the agent).
- LiveTalk: If the agent is currently on a call, this shows the real-time duration of that specific conversation.
- Calls: The total number of incoming calls offered to this agent.
- Answered: The number of incoming calls the agent accepted.
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Unanswered: The number of incoming calls offered to the agent that they missed.
- Note: If a call is offered to the agent, they miss it, and it is offered again, it counts as separate missed events.
- AnswerRate: The percentage of offered incoming calls that were successfully answered by the agent.
- AvgRing: The average amount of time the phone rang at the agent's station before they answered.
- Transfers: The total number of incoming calls this agent answered and then transferred to another agent or queue.
- AvgTalk: The average duration of incoming conversations.
Tab 3: Outbound
Filters the table to show only outgoing call metrics (calls made by the agent to customers).
- LiveTalk: If the agent is currently on a call, this shows the real-time duration of that specific conversation.
- Calls: The total number of outgoing attempts made by the agent.
- Answered: The number of outgoing calls where the customer picked up (was connected).
- Unanswered: The number of outgoing calls made by the agent that went unanswered by the customer (e.g., busy signal, no answer).
- MaxTalk: The longest single outgoing conversation the agent had during the period.
- TotalTalk: The total time the agent spent talking on outgoing calls.
- AvgTalk: The average duration of the agent's outgoing conversations.
Call Inspector
This report does not group information. Instead, it uses the Call Perspective, listing every individual interaction as a separate row. This allows for granular analysis of specific calls.
- ID: A unique alphanumeric code assigned to every specific call for technical tracking and auditing.
- Start: The date and time when the phone call was initiated.
- End: The date and time when the phone call was terminated.
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Dirc: The type of call:
- Incoming: A call from a customer to the contact center.
- Outgoing: A call initiated by an agent to a customer.
- Cust: The phone number associated with the external party (the client).
- IVR No. / IVR: Identifies the specific Interactive Voice Response (IVR) menu or number through which the call entered the system.
- Queue: The name of the queue through which the call was routed.
- Agent: The name of the agent who handled the call (or attempted to).
- Live: Indicates if the call is currently active (Yes) or finished (No).
- LiveTalk: A real-time timer. If the call is Live, this counter shows how long the agent has currently been speaking. If the call is finished, this resets.
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Answ: Indicates the final status of the call:
- Yes: The call was successfully connected to an agent.
- No: The call was abandoned or missed.
- IVRTime: The total time the caller spent navigating the IVR menus before entering a queue or connecting.
- RingTime: The duration the phone rang at the agent's station before it was answered (or missed).
- QueueTime: The amount of time the caller spent waiting in the queue before being connected to an agent.
- TalkTime: The total duration of the actual conversation between the caller and the agent.
Queue Traffic
This report groups information by Queue. It aggregates metrics to show the overall performance and real-time status & historical data of each specific queue.
This report uses the Queue perspective, each phone call that enters the queue counts.
- QueueName: The name of the specific queue or department (e.g., Support, Sales) where the calls are routed.
- Avail. Agents: The number of agents currently logged & available in this queue and ready to accept new calls immediately.
- Not Avail. Agents: The number of agents currently logged in & not available so they can’t take calls (e.g., they are on a break, in a meeting, or doing administrative work).
- LiveCalls: The total number of calls currently active or in progress within this queue right now.
- LiveTalk: The total number of calls currently active and answered right now.
- Calls: The total number of calls offered or routed to this queue during the selected period.
- AvgRingTime: The average amount of time calls rang at an agent's station before being answered or missed.
- Answered: The total number of calls that were successfully connected to and handled by an agent.
- Unanswered: The total number of calls that were not answered (abandoned by the caller or missed by agents).
- TalkTime: The total accumulated duration of all conversations (accepted calls) in this queue.
- AvgTalkTime: The average duration of a conversation for calls handled in this queue.
IVR Performance
This report groups information by IVR offering three different perspectives via the tabs in the top-left corner: Total Calls, Incoming and Outgoing.
This report uses the Call perspective.
Tab 1: All
These columns identify the IVR or entry point and its current real-time status, as well as a global summary.
- IVR: The name of the IVR flow, main number, or entry point.
- LiveCalls: The number of calls currently active within this IVR system.
- LiveTalk: The number of calls in this IVR where a conversation is currently taking place.
- Calls: The total number of phone calls handled by the IVR (Incoming + Outgoing).
- Answered: The total number of calls that were successfully answered or connected.
- Unanswered: The total number of calls that were not answered (abandoned or failed).
- Duration: The cumulative duration of all calls during the selected period.
- Average: The average duration of calls handled by this IVR.
Tab 2: Incoming
Filters the table to show only incoming call metrics (calls from customers to the IVR).
- LiveCalls: The number of incoming calls currently active in the system.
- LiveTalk: The number of incoming calls currently in the conversation phase.
- LiveQueue: The number of calls currently waiting in the queue to be served.
- Calls: The total number of incoming calls offered to this IVR.
- Answ. (Answered): The number of incoming calls that were successfully answered.
- Unansw. (Unanswered): The number of incoming calls that were missed or abandoned by the caller.
- Talk: The total cumulative time spent talking on incoming calls.
- Avg. Talk: The average duration of incoming conversations.
- Avg. Queue: The average amount of time callers spent in the queue waiting for an agent.
- Avg. Ring: The average amount of time the call rang before being picked up or abandoned.
- Avg. Wait: The average total time a customer waited (typically Queue + Ring time).
- Answ. Rate: The percentage of offered incoming calls that were successfully answered.
- Redirected: The number of calls redirected to another destination or IVR.
- Transfer: The number of calls answered and then manually transferred to another agent or queue.
Tab 3: Outgoing
Filters the table to show only outgoing call metrics (calls made via the IVR/System to external numbers).
- LiveTalk: If there is an active outgoing call, this shows the count of current conversations.
- Calls: The total number of outgoing attempts made.
- Answered: The number of outgoing calls where the recipient picked up (was connected).
- Unanswered: The number of outgoing calls that went unanswered by the recipient.
- MaxDuration: The duration of the single longest outgoing call recorded during the period.
- TotalTalk: The total time spent talking on outgoing calls.
Time Trends
This report groups information by specific time intervals (e.g., day and hour), offering three different perspectives via the tabs in the top-left corner: All, Incoming and Outgoing. This allows you to analyze call traffic trends, volume spikes, and staffing performance throughout the day.
This report uses the Call perspective.
Tab 1: All
These columns display a high-level summary of all activity (Incoming and Outgoing) broken down by time slot.
- Time: The specific time interval or hour for the data row.
- Calls: The total number of phone calls (Inbound + Outbound) handled during this time period.
- LiveCalls: The number of calls that were active/alive during this specific time snapshot.
- LiveTalk: The number of calls where a conversation was actively taking place.
- Answered: The total number of calls successfully answered or connected during this interval.
- Unanswered: The total number of calls that were not answered
- AvailableAgents: The total number of agents who were logged in and available to take calls during this specific time period.
Tab 2: Incoming
Filters the table to show only incoming call metrics organized by time interval.
- Time: The specific time interval or hour.
- LiveCalls: The number of incoming calls active in the system.
- LiveTalk: The number of incoming calls in the conversation phase.
- LiveQueue: The number of calls waiting in the queue during this interval.
- Calls: The total number of incoming calls offered during this period.
- Answ. (Answered): The number of incoming calls that were successfully answered.
- Unansw. (Unanswered): The number of incoming calls that were missed or abandoned by the caller.
- Answ. Rate: The percentage of incoming calls offered during this hour that were successfully answered.
- Talk: The total cumulative time spent talking on incoming calls during this interval.
- Avg. Talk: The average talk duration of incoming conversations.
- Avg. Queue: The average amount of time callers spent in the queue during this period.
- Avg. Ring: The average time calls rang before being answered.
- Avg. Wait: The average total wait time for customers (Queue + Ring time).
- Redirected: The number of calls automatically redirected to another destination or IVR.
- Transfers: The number of calls answered and then transferred to another agent.
Tab 3: Outgoing
Filters the table to show only outgoing call metrics organized by time interval.
- Time: The specific time interval or hour.
- LiveCalls: The number of outgoing calls active during this period.
- Calls: The total number of outgoing attempts made during this hour.
- Answ. (Answered): The number of outgoing calls where the recipient picked up (connected).
- Unansw. (Unanswered): The number of outgoing calls that went unanswered.
- Talk: The total time spent talking on outgoing calls during this interval.
- Avg. Talk: The average duration of outgoing conversations.
- Duration: The cumulative duration of all outgoing calls (including ring time/setup).
- MaxDuration: The duration of the longest single outgoing call recorded during this hour.
- Internal: The number of internal calls made (calls between agents or extensions) during this period.
Reports Sidebar
The Reports navigation sidebar is located on the left side of your interface and serves as your central hub for report management.
Key Functions:
- Locate and access reports: Easily access all your generated reports.
- Organize views: Organize reports into groups or folders for a clear structure.
- Quick search: Use the integrated search feature to quickly find reports by name or keyword.
To maximize your view of the report content and eliminate distractions, you can hide the navigation sidebar.
- Click the Sidebar Toggle icon (located next to the "Reports" header).
- The sidebar collapses, expanding the main report view.
- To bring the sidebar back, simply move your mouse to the far left side of the screen.
Search Reports
Quickly locate specific reports within your library.
- Locate the "Search reports" field at the top of the sidebar.
- Type the name of the report you are looking for.
- The report list automatically filters in real-time to display only results that match your input.
Report Sections
The sidebar is divided into two distinct areas:
- Starred: Contains your favorite and most frequently accessed reports for quick retrieval.
- Default Reports: Displays the complete list of available standard reports.
Managing Starred Reports (Favorites)
You can customize the "Starred" section to keep essential reports at the forefront.
- Hover over a report name to reveal the Star icon.
- Click the star to add the report to the "Starred" section or remove it.
The "Starred" section cannot be empty. There is always at least one pinned report.
Landing Report (Home)
The Landing Report is the dashboard that loads automatically when you start the application.
- To set a landing report, hover over a report name previously starred and the Home button will show.
- Clicking the Home button assigns that report as your default landing page (unassigning the other one).
Reordering Reports
You are not restricted to a fixed list order: you can arrange reports to suit your workflow.
- Click and hold the Drag Handle (the six-dot grip icon to the left of the report name).
- Drag the report up or down to its new position and release to save the order.
Report Details on Hover
You can view report metadata without needing to open the report itself.
- Hover over any report name in the list.
- A popup box appears displaying:
- Description: A summary of what the report tracks.
- Created by: The user or system that originally generated the report.
- Updated by: The user or system that last modified the report.
Default Reports Display & Visualization
Upper part: graphical section
- In the upper left part, there is a graphical representation of all phone calls that entered the system.
- In the lower left part, there is a pie chart displaying phone calls divided into answered and unanswered categories.
- In the center part, there is a bar chart showing the number of phone calls divided by report grouping.
- In the right part, there is real-time information about active phone calls.
Lower part: table section
There is a table displaying the same information shown above, presented in table format organized by report aggregation.
Filtering & Data Refinement
The data can be filtered in two ways.
Example 1: All report information
The Filter panel allows administrators to refine the data displayed across the entire report. You can isolate specific Data Range, Agents, Queues and other metrics to customize your view.
Accessing the Filters
- Click the Filters button located in the upper-right corner of the dashboard.
- The sidebar will slide out from the right, displaying all available filter categories.
Configuring the Date Range The report offers two ways to select timeframes:
- Use the dropdown menu to quickly select Data Ranges such as "Today," "Yesterday," "Last7days," or "Last30days."
- Select specific start and end dates (e.g., 01/01/2025 to 31/01/2025) for precise historical analysis.
Category Filters (Queues, Agents, Thresholds, & IVR). Use the dropdown menus to filter by specific categories.
- You do not need to scroll through long lists. Simply type in the search bar within the dropdown to find specific items instantly.
- You can select more than one item per category. (e.g., select multiple Agents or Queues simultaneously).
Applying Your Changes
- Click Apply Filters at the bottom of the panel to update the report.
- Any filters selected here are applied to all charts and data tables in the current report.
Important note
At this version, filters are temporary. These settings are not saved if you refresh the page or navigate away. The report will default back to its original state upon reloading.
Example 2: Table Filtering
- All the table filters will only affect the table, not the other widgets.
- All the tables and columns that are filtrable will have this icon:
- Once you click this icon, you’ll be able to filter this column. The filter you’ll see two options
- Freesearch: where you can search by free text.
- Select items: where you can pick by selecting the values.
Table options
1. View Navigation (Tabs)
Located in the top-left corner, these tabs allow you to toggle the scope of the data displayed. While the specific tabs may vary by report configuration, the standard views include:
- All: Displays a comprehensive summary of all activity, grouping both incoming and outgoing data.
- Inbound: Show only columns, only for incoming call metrics.
- Outbound: Show only columns, only outgoing call metrics.
2. Exporting Data: To save the currently displayed data for external use
- Click the Download button located next to the navigation tabs.
- Select your preferred formatfrom the dropdown menu:
- CSV: Best for importing into other systems or databases.
- XLSX: Best for opening directly in Microsoft Excel for further analysis.
3. Column Options: The columns are dynamic and will change based on which options you select
- Sorting: Click on a columnheader to reorder the data (ascending or descending).
- Filtering: Click the Filtericon (funnel shape) next to any column header to isolate specific data points within that column.
4. Visual Indicators: The table uses color coding to assist with readability and status tracking
- Row Highlighting: As you move your mouse over the table, the row under your cursor will highlight, making it easier to track data across wide columns.
- Alternating Backgrounds: The table uses alternating colors (zebra striping) to visually separate rows.
- Real-Time Activity (Blue): If a row is highlighted in Blue, this indicates Real-Time activity. This means the event is currently happening (e.g., a call is live).