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Status Under review
Created by Guest
Created on Oct 26, 2021

KPI - Average wait time Abandoned calls and Average wait time Answered calls

Currently within Performance report there is KPI for Average Wait time, which as I understand it includes answered and abandoned calls.

Can the performance reports have further two KPI as following:

1. Average wait time Abandoned only calls

2. Average wait time Answered only calls

  • Admin
    Pratibha Pandit
    Feb 23, 2022

    Dear Customer,

    Thank you for your feedback. We understand there is a variety of KPI needs for call performance analysis. You no longer have to be limited to a fixed set of KPIs.

    We are happy to inform you that with our new product, LOB Analytics. LOB Analytics is a fully customizable dash-boarding and reporting solution that will give you access to very granular historical call activities data and analysis flexibility. LOB Analytics features a customizable KPI builder where you can define Avg ringing times (a.k.a wait time) for different call conditions such as answered calls, abandoned calls etc.

    Learn more about LOB Analytics here:

    Refer User Guide

    Watch KPI Builder

    -RingCentral Analytics Team


Avg. Wait Time for abandoned calls

This metric will refcelt the time the caller was waiting before the call was abandoned.
Olivia Richards about 2 years ago in RingCentral Analytics 1 Under review