Analytics Glossary
This glossary defines every metric you encounter in the JustCall Analytics dashboard. Bookmark this page and reference it whenever you need clarity on what a number means.
Call Metrics
| Metric | Abbreviation | Definition |
|---|
| Average Handle Time | AHT | The total time an agent spends on a call, including talk time, hold time, and wrap time. AHT = Talk Time + Hold Time + Wrap Time. |
| Average Speed of Answer | ASA | The mean time from first ring to agent pickup across all inbound calls in the selected period. |
| Service Level | SL | The percentage of inbound calls answered within a target time threshold (default: 20 seconds). For example, an 80/20 service level means 80% of calls are answered within 20 seconds. |
| Abandonment Rate | — | The percentage of inbound calls where the caller hung up before reaching an agent. |
| First Call Resolution | FCR | The percentage of calls where the customer's issue was resolved without requiring a follow-up call. Requires disposition tagging. |
| Talk Time | — | The duration of actual conversation between the agent and the caller, excluding hold and wrap time. |
| Hold Time | — | The total time the caller was placed on hold during the call. |
| Wrap Time | — | The time an agent spends on after-call work (notes, disposition, CRM updates) before marking themselves available again. |
| Missed Call Rate | — | The percentage of calls routed to an agent or queue that went unanswered. |
| Ring Time | — | The duration the phone rang before the agent answered or the call was missed. |
SMS Metrics
| Metric | Definition |
|---|
| Delivery Rate | Percentage of outbound SMS messages successfully delivered to the recipient's carrier. |
| Response Time | Mean time between an inbound message arriving and the agent sending a reply. |
| Messages Sent | Total outbound SMS and MMS messages during the selected period. |
| Messages Received | Total inbound SMS and MMS messages during the selected period. |
Customer Satisfaction Metrics
| Metric | Abbreviation | Definition |
|---|
| Customer Satisfaction Score | CSAT | A post-interaction rating (typically 1-5) collected via survey. Reported as the percentage of respondents who rated 4 or 5. |
| Net Promoter Score | NPS | A measure of customer loyalty based on the question "How likely are you to recommend us?" Scored from -100 to +100. |
AI-Powered Metrics
| Metric | Definition |
|---|
| Quality Score | An AI-generated 0-100 rating reflecting overall call quality based on sentiment, compliance, and talk ratio. Requires JustCall AI add-on. |
| Sentiment Score | AI classification of customer tone during a call as Positive, Neutral, or Negative. |
| Talk-to-Listen Ratio | The percentage of a call spent by the agent talking vs. listening. A 40:60 ratio is generally considered ideal. |
How Metrics Are Calculated
- All time-based metrics (AHT, ASA, talk time) are calculated as arithmetic means unless stated otherwise.
- Percentages (service level, abandonment rate, missed call rate) are calculated as the count of qualifying events divided by total events.
- Date range filters apply to the call start time, not the call end time.
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