User Statistics#

Review inbound and outbound call performance for individual phone.systems™ users.

The User Statistics page summarizes how many inbound call offers each user received and how many outbound calls each user made. Use it to compare user activity, answer rates, wait times, and call duration over a selected period.

Inbound calls are measured as offers because one call can be offered to a user without being answered. Outbound activity is measured as calls initiated by the user.

Important

The date and time shown in User Statistics follow the time zone used by the interface on the device in use.

Filters#

The filters at the top of the page apply to both the Inbound Calls and Outbound Calls tables.

Filter	Description
Time range	Required date and time range for the displayed statistics. The maximum range is the last 3 months.
User	Filters the tables by one or more selected users. Leave the filter set to Any to include all users.

Inbound Calls#

The Inbound Calls table summarizes call offers presented to each user during the selected period. An offer is counted each time phone.systems™ attempts to deliver an inbound call to a user.

Column	Description
User	User who received the inbound call offers.
Total offers	Total number of inbound call offers presented to the user.
Answered offers	Number of inbound call offers answered by the user.
Average wait time	Average time callers waited before the call offer reached its final outcome.
Average call duration	Average call duration per answered offer.
Answer rate	Percentage of call offers that were answered successfully.

Inbound Calls table with offer counts, wait times, call durations, and answer rates by user — **Fig. 1.** Inbound Calls statistics#

Outbound Calls#

The Outbound Calls table summarizes calls initiated by each user during the selected period.

Column	Description
User	User who initiated the outbound calls.
Total calls	Total number of outbound calls initiated by the user.
Answered calls	Number of the user’s outbound calls that were answered.
Average wait time	Average time callers waited before the call reached its final outcome.
Average call duration	Average call duration per answered call.
Answer rate	Percentage of outbound calls that were answered successfully.

Outbound Calls table with call counts, wait times, call durations, and answer rates by user — **Fig. 2.** Outbound Calls statistics#