Live Key Performance Indicators

ZIWO Live View is a great tool to monitor
your contact center activity.

We offer a large number of widgets to see agents activity, queues occupation, SLA and more...

37 ZIWO Live View KPIs 01/2018
Description Formula
Description Formula
Service Level Agreement (SLA)
SLA specifies a contact center committed to
answering a set percentage of calls within a certain number of seconds

(Σ Successful Clean Queue Calls (wait time is ≤ user defined SLA TIME)/
Σ Clean Queue Calls)%/User defined SLA level (%)
INBOUND 21
Description Formula
Current active Queue Calls
Shows the total current value of ongoing Queue calls
Σ Calls of all Queues
Current Customers Waiting in Queue
Shows the total current value of customers currently waiting in a Queue
Σ Callers waiting in all Queues
Total ACD Calls
Measures the number of calls received in queues

Σ Queued calls

Total calls landed in IVR
Shows the total value of Calls landed in any IVR

Σ Calls that landed in any IVR
Total Calls Lost in IVR
Measures the number of calls hanged up while in IVR

Σ Calls hung up in IVR
Total Clean Calls Inbound 
Measures the number of actual inbound calls received in the system. Designed to filter out prematurely hanged up calls (phantom calls)


Σ inbound calls (call duration > user defined duration)
Total Phantom Calls Inbound 
Measures prematurely hanged up inbound calls, according to user specified duration.

Σ inbound calls (call duration < user defined duration)
Total Transferred Calls
Measures calls forwarded to internal extensions and external numbers

Σ Internal and external call transfers
Total Abandoned Calls
Measures the number of callers who hang up before they can be connected to an agent.

Σ Hung up calls (Hung up calls in IVR and in talk excluded)
Percentage Abandoned Calls 
Ratio, in percentage, between prematurely hanged up calls and the overall call count handled by the system

Total Abandoned Calls/Total ACD Calls
Total Voicemails
Shows the total number of Voicemails received

Σ Calls that ended in Voicemail recording
Total Answered Queues Calls
Shows the total value of answered Queue calls

Σ of Calls which were answered by the system
Answer-seizure ratio-ASR (inbound)
Percentage of answered calls with respect to the total call volume.

Σ Answered inbound calls/Σ inbound calls
Average Answered Calls per Agent
Measures the average number of calls received by agents over a specified period of time.

Σ Answered call/Active agents
Average Queue Waiting Time
Measures the average time for a call to be handled by an agent

Σ Waiting time on ACD calls/Total ACD calls
Avg. Abandoned Time 
Average duration, in seconds, of abandoned calls.

Σ Abandoned call waiting time /Total Abandoned Calls
Average Inbound Handling Time 
Average duration, in seconds, of inbound answered calls

Σ Answered inbound calls duration/Σ Answered inbound calls
Average Inbound Talk Time
Measures the average duration of agents conversations

Σ Inbound calls talk time /Total inbound calls
Average Speed of Answer-ASA (inbound)
Measures the average time for an ACD inbound call to be handled by an agent.

Σ inbound calls ring time/Σ Answered inbound calls
Average Talk Time for Queue Calls
Shows the average talk time for all Queue calls

Σ Queue Calls Talk Time/Total Queue calls
Total Inbound Talk Time
Shows the total inbound talk time

Σ Talk Time of all Inbound Calls
OUTBOUND 7
Description Formula
Total Outbound calls
Number of calls placed over a specified period of time
Σ Initiated outbound calls
Total Outbound calls  
Number of calls placed over a specified period of time

Σ Initiated outbound calls
Total Clean Calls Outbound  
Measures the number of actual inbound calls placed in the system.
Designed to filter out prematurely hanged up calls
Σ outbound calls (call duration > user defined duration)
Total Phantom Calls Outbound
Measures prematurely hanged up outbound calls, according to user specified duration.

Σ outbound calls (call duration < user defined duration)
Average Outbound Handling Time 
Average duration, in seconds, of outbound answered calls

Σ Answered outbound calls duration/Σ Answered outbound calls
Average outbound Talk Time
Shows the total outbound talk time

Σ Outbound calls talk time/Total Outbound calls
Total outbound Talk Time
Shows the total outbound talk time

Σ Talk Time of all Outbound Calls
PERFORMANCE 8
Description Formula
Current Agents on Call
Sum of all agents currently in "Call" status
Σ agents in the following status
(Available, On Break, Meeting or Outgoing)
Total Agents Logged In 
Number of agents displaying an active status
Σ agents in "Call" status
Current Agents Available 
Sum of all agents currently in "Available" status
Σ agents in "Available" status
Current Agents on Break 
Sum of all agents currently in "On Break" status
Σ agents in "On Break" status
Current Agents in a Meeting
Sum of all agents currently in "Meeting" status
Σ agents in "Meeting" status
Current Agents set to Outbound
Sum of all agents currently in "Outgoing" status
Σ agents in "Outgoing" status
Total On Hold Time  
Measures the global time, in seconds, spent by callers on hold
Σ Inbound/outbound on-hold time
Total Agents
Number of agents registered in the system, does not included deleted accounts.
Σ Agents registered


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