Introduction
This document describes the statistics available in the self-care portal and provides an overview of how they are computed by the backend service, Nemo.
Calls Handling and CDR Genaration
When the Application Server (AS) processes a call, it generates one or more Call Detail Records (CDRs) based on the characteristics of the calling and called parties. If both parties are on-net users (i.e., hosted users), the originating services of the calling party, such as line presentation services, and the terminating services of the called party, such as call forwarding services, are applied. This results in the creation of an originating CDR for the calling party and a terminating CDR for the called party. In the case of a standard on-net call between two regular users, two CDRs are produced. These CDRs contain crucial information, including user numbers, call start times, durations, release causes, and more.
In more intricate scenarios, such as interactions with IVR/auto-attendants or call centers, the application server may generate additional CDRs with varying start times and durations.
The examples below illustrate some call scenarios handled by the application server.
On-net caller to on-net callee
Off-net caller to on-net callee
On-net caller to off-net callee
While not exhaustive in covering all conceivable call scenarios, the following list provides examples of relatively complex call scenarios accompanied by a corresponding set of generated CDRs. This compilation aims to illustrate the mechanisms employed by the AS in CDR generation.
- Call from user A to user B who has a call forwarding unconditional to user C:
- Originating CDR for user A to B
- Terminating CDR for user B from A
- Originating CDR for user B to C
- Terminating CDR for user C from B
- Call from user A to user B who does not answer and the call is redirected to an external voicemail system (VMS):
- Originating CDR for user A to B
- Terminating CDR for user B from A
- Originating CDR for user B to VMS
- Call from an external network N to call-center CC who hunts agents A1 & A2:
- Terminating CDR for CC from N
- Originating CDR for CC to A1
- Originating CDR for CC to A2
- Terminating CDR for A1 from CC
- Terminating CDR for A2 from CC
Statistics Types
The statistics backend computes two different types of Key Performance Indicators (KPIs):
- Enterprise-level or group-level KPIs, where the aggregation level is either the enterprise or the group.
- User-level KPIs, where the aggregation level is the user identity.
The first type of KPIs is showcased on the portal's statistics overview pages, while the second type is presented on the user page or the call-center pages, depending on the type of user for which the statistics are computed. On these pages, they are displayed in tabular format.
Enterprise/Group Key Performance Indicators
To present an accurate representation of enterprise/group activity, Key Performance Indicators (KPIs) are formulated to selectively exclude certain calls rather than encompass all calls in their calculations. The primary goal is to concentrate on first-class calls, offering a more realistic insight into ongoing call activity. Specifically, this approach aims to:
- Avoid counting calls reaching a call-center agent as answered.
- Prevent the inclusion of calls resulting from redirection in calculations as calls originating from the enterprise/group.
- Exclude calls from call-center to agents and calls from unavailable users to voicemail from being categorized as redirected calls.
- Eliminate the counting of calls from the call-center to agents as unanswered calls.
- Refrain from tallying calls from the call-center to agents as terminating calls.
The table below delineates the standard KPIs computed by the backend system.
| Code | Description |
|---|---|
| sum_term_calls_answered_locally | Sum of terminating calls answered directly by the callee and which are not the redirected from a call-center |
| sum_orig_calls | Sum of originating calls which are not the result of a redirection |
| sum_orig_calls_deflected | Sum of calls originated due to a redirection different than call-center and voicemail |
| sum_term_calls_answered_remotely | Sum of terminating calls not answered by the callee but after redirection to another party |
| sum_term_calls_not_answered | Sum of terminating calls not answered and which are not redirected from a call-center |
| sum_term_calls | Sum of terminating calls which are not redirected from a call-center |
| sum_orig_calls_connected | Sum of originiating calls effectively connected (disconnect time after connect time) |
| sum_orig_calls_vms | Sum of originating calls due to a redirection to voicemail |
| sum_conn_orig_calls | Sum of the durations of the calls originated, but not redirected (from call answer to call end) |
| sum_dur_calls | Sum of the durations of all calls (from call setup to call end) |
| sum_conn_calls | Sum of the durations of all calls (from call answer to call end) |
| sum_calls | Sum of all calls |
| sum_calls_connected | Sum of all calls connected |
| sum_orig_calls_redirected_answered1 | Sum of originating calls redirected and answered |
| sum_orig_calls_redirected_not_answered1 | Sum of originating calls redirected and not answered |
| sum_orig_calls_followme_answered1 | Sum of originating calls redirected with reason 'follow-me' and answered |
| sum_orig_calls_followme_not_answered1 | Sum of originating calls redirected with reason 'follow-me' and not answered |
1 These KPIs were added in Nemo 4.1.11+ (June 2024)
From these base KPIs, more elaborated KPIs are exposed as such:
| Code | Value | Description |
|---|---|---|
| all_calls | sum_term_calls + sum_orig_calls | All calls |
| orig_calls_perc | sum_orig_calls / (sum_term_calls + sum_orig_calls) | Originating calls percentage |
| orig_calls_deflected_perc | sum_orig_calls_deflected / sum_term_calls | Originating calls redirected percentage |
| orig_calls_vms_perc | sum_orig_calls_vms / icm_sum_term_calls | Calls redirected to voicemail percentage |
| term_calls_perc | icm_sum_term_calls / (icm_sum_term_calls + ecm_sum_orig_calls) | Terminating calls percentage |
| term_calls_answered | icm_sum_term_calls - (icm_sum_term_calls_not_answered + ecm_sum_orig_calls_vms) | Terminating calls answered |
| term_calls_answered_perc | (icm_sum_term_calls - (icm_sum_term_calls_not_answered + ecm_sum_orig_calls_vms)) / icm_sum_term_calls | Terminating calls answered percentage |
| term_calls_missed | icm_sum_term_calls_not_answered + ecm_sum_orig_calls_vms | Terminating calls missed |
| term_calls_missed_perc | (icm_sum_term_calls_not_answered + ecm_sum_orig_calls_vms) / icm_sum_term_calls | Terminating calls missed percentage |
| term_calls_not_answered_perc | icm_sum_term_calls_not_answered / icm_sum_term_calls | Terminating calls not answered percentage |
| term_calls_answered_locally_perc | icm_sum_term_calls_answered_locally / icm_sum_term_calls | Terminating calls answered locally percentage |
| term_calls_not_answered_locally | icm_sum_term_calls - icm_sum_term_calls_answered_locally | Terminating calls not answered locally |
| term_calls_not_answered_locally_perc | (icm_sum_term_calls - icm_sum_term_calls_answered_locally) / icm_sum_term_calls | Terminating calls not answered locally percentage |
| term_calls_answered_remotely_perc | icm_sum_term_calls_answered_remotely / icm_sum_term_calls | Terminating calls answered remotely percentage |
| term_calls_answered_locally_exc_followme1 | sum_term_calls_answered_locally - sum_orig_calls_followme_answered | Terminating calls answered locally, ignoring secondary line answer |
| term_calls_answered_locally_exc_followme_perc1 | (sum_term_calls_answered_locally - sum_orig_calls_followme_answered) / sum_term_calls | Terminating calls answered locally, ignoring secondary line answer percentage |
| orig_calls_redirected_answered_perc1 | sum_orig_calls_redirected_answered / sum_term_calls | Originating calls redirected and answered percentage |
| orig_calls_redirected_not_answered_perc1 | sum_orig_calls_redirected_not_answered / sum_term_calls | Originating calls redirected and not answered percentage |
| orig_calls_redirected_not_answered_exc_followme1 | sum_orig_calls_redirected_not_answered - sum_orig_calls_followme_not_answered | Terminaing calls redirected and not answered, ignoring secondary line no answer |
| orig_calls_redirected_not_answered_exc_followme_perc1 | (sum_orig_calls_redirected_not_answered - sum_orig_calls_followme_not_answered) / sum_term_calls | Terminating calls answered locally, ignoring secondary line no answer percentage |
1 These KPIs were added in Nemo 4.1.11+ (June 2024)
User Key Performance Indicators
INFO
These KPIs apply to both user and call-center pages, but some are meaningful only for one or the other type.
| Code | Description |
|---|---|
| orig_calls | Originating calls which are not the result of a redirection |
| orig_calls_deflected | Originating calls originated due to a redirection different than call-center and voicemail |
| orig_calls_deflected_answered | Originating calls deflected and answered |
| orig_calls_vms | Originating calls to VMS, resulting from a redirection |
| term_calls | Terminating calls, excluding call-center redirections |
| term_calls_answered_locally | Terminating calls answered directly by the callee and which are not redirected from a call-center |
| term_calls_answered_remotely | Terminating calls not answered by the callee but after redirection to another party, excluding call-center redirections |
| term_calls_not_answered | Terminating calls not answered and which are not redirected from a call-center |
| term_calls_from_cc | Terminating calls resulting from a call-center redirection |
| term_calls_from_cc_answered | Terminating calls resulting from a call-center redirection and answered |
| term_calls_busy | Terminating calls with termination cause busy, excluding call-center redirections |
| conn_orig_calls_redirected_cc_answered | Durations of originating calls redirected from call-center (from call answer to call end) |
| orig_calls_redirected_cc_answered | Originating calls from call-center answered locally |
| conn_orig_calls | Durations of originating calls not resulting from a redirection (from call answer to call end) |
| conn_orig_calls_deflected | Durations for originating calls deflected (from call answer to call end) |
| conn_term_calls_answered_locally | Connection durations of terminating calls answered locally (from call answer to call end) |
| ring_orig_calls_redirected_cc_answered | Ringing durations of originating calls redirected from call-center answered (from call setup to call answer) |
| dur_orig_calls_redirected_cc | Durations of originating calls redirected from call-center (from call setup to call end) |
| dur_term_calls | Durations for originating calls (from call setup to call end) |
| orig_calls_redirected_answered1 | Originating calls redirected and answered |
| orig_calls_redirected_not_answered1 | Originating calls redirected and not answered |
| orig_calls_followme_answered1 | Originating calls redirected with reason 'follow-me' and answered |
| orig_calls_followme_not_answered1 | Originating calls redirected with reason 'follow-me' and not answered |
1 These KPIs were added in Nemo 4.1.11+ (June 2024)
From these base KPIs, more elaborated KPIs are also exposed:
| Name | Code | Value |
|---|---|---|
| all_calls | term_calls + orig_calls | All calls |
| avg_agent_ring_time | ring_orig_calls_redirected_cc_answered / orig_calls_redirected_cc_answered | Average agent ringing time |
| avg_agent_waiting_time | (dur_term_calls - conn_orig_calls_redirected_cc_answered) / term_calls | Average agent waiting time |
| avg_conn_all_calls | conn_orig_calls + conn_term_calls_answered_locally) / (orig_calls + term_calls_answered_locally) | All calls average connection duration |
| avg_conn_orig_calls | conn_orig_calls / orig_calls | Originating calls average connection duration |
| avg_conn_term_calls_answered_locally | conn_term_calls_answered_locally / term_calls_answered_locally | Terminating calls average connection duration |
| conn_all_calls | conn_orig_calls + conn_term_calls_answered_locally | All calls total connection duration |
| orig_calls_deflected_answered_perc | orig_calls_deflected_answered / term_calls | Originating calls redirected percentage |
| orig_calls_perc | orig_calls / (term_calls + orig_calls) | Originating calls percentage |
| orig_calls_vms_perc | orig_calls_vms / term_calls | Redirections to VMS percentage |
| overflowed_calls_perc | orig_calls_deflected / term_calls | Redirected calls percentage |
| queue_time | dur_term_calls - conn_orig_calls_redirected_cc_answered | Call-center queue time (agent waiting duration) |
| term_calls_answered | term_calls - (term_calls_not_answered + orig_calls_vms) | Terminating calls answered, excluding voicemail |
| term_calls_answered_perc | (term_calls - (term_calls_not_answered + orig_calls_vms)) / term_calls | Terminating calls answered, excluding voicemail percentage |
| term_calls_answered_exc_overflow_perc | orig_calls_redirected_cc_answered / term_calls | Call-center calls answered percentage |
| term_calls_answered_locally_perc | term_calls_answered_locally / term_calls | terminating calls answered locally percentage |
| term_calls_deflected_perc | orig_calls_deflected / term_calls | Originating calls originated due to a redirection different than call-center and voicemail percentage |
| term_calls_exc_deflection_answered | term_calls - orig_calls_deflected_answered | Terminating calls not overflowed |
| term_calls_exc_deflection_answered_perc | (term_calls - orig_calls_deflected_answered) / term_calls | Terminating calls not overflowed percentage |
| term_calls_from_cc_answered_perc | term_calls_from_cc_answered / term_calls_from_cc | Terminating calls from a call-center answered percentage |
| term_calls_missed | term_calls_not_answered + orig_calls_vms | Terminating calls missed (including voicemail) |
| term_calls_missed_perc | term_calls_not_answered + orig_calls_vms) / term_calls | Terminating calls missed (including voicemail) percentage |
| term_calls_not_answered_locally | term_calls - term_calls_answered_locally | Terminating calls answered locally, excluding call-center originated redirections |
| term_calls_not_answered_locally_perc | term_calls - term_calls_answered_locally) / term_calls | Terminating calls answered locally, excluding call-center originated redirections percentage |
| term_calls_not_answered_perc | term_calls_not_answered / term_calls | Terminating calls not answered, excluding call-center originated redirections |
| term_calls_perc | term_calls / (term_calls + orig_calls) | Terminating calls percentage |
| term_calls_unanswered_inc_overflow | term_calls - orig_calls_redirected_cc_answered | Terminating calls to call-center not answered or overflowed |
| term_calls_unanswered_inc_overflow_perc | term_calls - orig_calls_redirected_cc_answered) / term_calls | Terminating calls to call-center not answered or overflowed percentage |
| term_calls_answered_locally_exc_followme1 | term_calls_answered_locally - orig_calls_followme_answered | Terminating calls answered locally, ignoring secondary line answer |
| term_calls_answered_locally_exc_followme_perc1 | (term_calls_answered_locally - orig_calls_followme_answered) / term_calls | Terminating calls answered locally, ignoring secondary line answer percentage |
| orig_calls_redirected_answered_perc1 | orig_calls_redirected_answered / term_calls | Originating calls redirected and answered percentage |
| orig_calls_redirected_not_answered_perc1 | orig_calls_redirected_not_answered / term_calls | Originating calls redirected and not answered percentage |
| orig_calls_redirected_not_answered_exc_followme1 | orig_calls_redirected_not_answered - orig_calls_followme_not_answered | Terminaing calls redirected and not answered, ignoring secondary line no answer |
| orig_calls_redirected_not_answered_exc_followme_perc1 | (orig_calls_redirected_not_answered - orig_calls_followme_not_answered) / term_calls | Terminating calls answered locally, ignoring secondary line no answer percentage |
1 These KPIs were added in Nemo 4.1.11+ (June 2024)
This is an example column layout configuration on the portal for the users table:
- Calls:
- all_calls
- orig_calls, orig_calls_perc
- term_calls, term_calls_perc
- Terminating calls:
- term_calls_answered, term_calls_answered_perc
- term_calls_missed, term_calls_missed_perc
- orig_calls_vms, orig_calls_vms_perc
- orig_calls_deflected, orig_calls_deflected_perc
- Total seconds called:
- conn_all_calls
- conn_orig_calls
- conn_term_calls_answered_locally
- Average call duration:
- avg_conn_all_calls
- avg_conn_orig_calls
- avg_conn_term_calls_answered_locally
- Call center agent calls:
- term_calls_from_cc
- term_calls_from_cc_answered, term_calls_from_cc_answered_perc
Advanced Filtering
While the Call Detail Record (CDR) itself does not contain information about the line type, which is necessary to distinguish between user, auto-attendant, and call-center calls, the backend can enhance CDR data. This augmentation involves incorporating line type information obtained from the Application Server (AS) through the provisioning gateway.
In addition to the statistics presented in the previous chapter, the data can be further filtered by line type or call type. Line type refers to the user line category, such as call-center, auto-attendant, or user line. Call type distinguishes between internal and external calls to or from the company. Therefore, three filters are available: network (for off-net originations or terminations), enterprise (for calls within the enterprise but between different groups), and group (for calls between users of the same group).
The line type filter is exclusively available on the enterprise/group KPI pages, while the call type filter is accessible on both the enterprise/group KPI pages and the user/auto-attendant/call-center tabular pages.
WARNING
It is crucial to emphasize that this filtering takes place after the existing built-in call statistics filtering. Consequently, if call-center calls have already been excluded during the computation of the base Key Performance Indicators (KPIs), such as sum_term_calls_answered_locally, choosing call-center as the line type will not incorporate these calls into the KPIs. The same logic applies to the other filters.
Graphs
In addition to the key Performance Indicators (KPIs) presented in the previous chapters, the portal also features graphs illustrating the network usage of the platform on a per-enterprise or per-group basis. It is important to note that, while the KPIs aim to provide a realistic view of service usage from the user perspective, the graphs themselves consider all Call Detail Record (CDR) data unfiltered. Therefore, they correspond more closely to the network view of the calls.
The following chapters enumerate the various types of graphs available.
Sessions
| Title | Description | Type | Unit |
|---|---|---|---|
| Minutes of Usage | This chart describes the total duration of calls in minutes, hourly or daily, depending on the window of time selected. | Time-based | Minutes |
| Calls Count over Time | This chart shows the number of calls per hour or per day. | Time-based | Number of calls |
| Traffic Intensity | This chart illustrates the number of voice channels busy. | Time-based | Erlangs |
| Maximum Simultaneous Calls | This chart shows a measurement of the maximum number of concurrent channels busy. | Time-based | Number of voice channels |
| Call Rate | This chart illustrates the number of call setup attempts (successful or failed) per second. | Time-based | Calls/second |
Call Durations
| Title | Description | Type | Unit |
|---|---|---|---|
| Connection Phase Duration Distribution | The connection phase is the period of time between the moment the call is answered (connected) and the moment the call is released (disconnected). This chart represents the distribution of these durations. Each bar represents the percentage of calls (vertical axis) which have a specific duration (horizontal axis). | Histogram | Proportion (%) |
| Average Connection Phase Duration | This chart illustrates the evolution of the average calls connection duration over time. | Time-based | Seconds |
| Alerting Phase Duration Distribution | The alerting (ringing) phase is the period of time between the moment the call is initiated (setup) and the moment the call is answered (connected). This chart represents the distribution of these durations. Each bar represents the percentage of calls (vertical axis) which have a specific duration (horizontal axis). | Histogram | Proportion (%) |
| Average Alerting Phase Duration | This chart illustrates the evolution of the average calls alerting phase duration over time. | Time-based | Seconds |
Caller and Callee Distribution
The charts listed in the table below exist for each combination of:
- direction: ingress or egress
- party: calling party number (caller) or called party number (callee)
- metric type: volume (number of minutes) or count (number of calls)
From the base 3 types of charts: National vs International, National and International breakdowns, 24 different charts are available.
| Title | Description | Type | Unit |
|---|---|---|---|
| Ingress Callee Distribution: International (Count) | This chart illustrates the called party number distribution for international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Callee Distribution: International (Volume) | This chart illustrates the called party number distribution for international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Ingress Callee Distribution: National (Count) | This chart illustrates the called party number distribution for national calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Callee Distribution: National (Volume) | This chart illustrates the called party number distribution for national calls. Calculation is based on volume. | Pie | Proportion (%) |
| Ingress Callee Distribution: National vs International (Count) | This chart illustrates the called party number distribution between national and international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Callee Distribution: National vs International (Volume) | This chart illustrates the called party number distribution between national and international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Ingress Caller Distribution: International (Count) | This chart illustrates the calling party number distribution for international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Caller Distribution: International (Volume) | This chart illustrates the calling party number distribution for international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Ingress Caller Distribution: National (Count) | This chart illustrates the calling party number distribution for national calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Caller Distribution: National (Volume) | This chart illustrates the calling party number distribution for national calls. Calculation is based on volume. | Pie | Proportion (%) |
| Ingress Caller Distribution: National vs International (Count) | This chart illustrates the calling party number distribution between national and international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Ingress Caller Distribution: National vs International (Volume) | This chart illustrates the calling party number distribution between national and international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Callee Distribution: International (Count) | This chart illustrates the called party number distribution for international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Callee Distribution: International (Volume) | This chart illustrates the called party number distribution for international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Callee Distribution: National (Count) | This chart illustrates the called party number distribution for national calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Callee Distribution: National (Volume) | This chart illustrates the called party number distribution for national calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Callee Distribution: National vs International (Count) | This chart illustrates the called party number distribution between national and international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Callee Distribution: National vs International (Volume) | This chart illustrates the called party number distribution between national and international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Caller Distribution: International (Count) | This chart illustrates the calling party number distribution for international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Caller Distribution: International (Volume) | This chart illustrates the calling party number distribution for international calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Caller Distribution: National (Count) | This chart illustrates the calling party number distribution for national calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Caller Distribution: National (Volume) | This chart illustrates the calling party number distribution for national calls. Calculation is based on volume. | Pie | Proportion (%) |
| Egress Caller Distribution: National vs International (Count) | This chart illustrates the calling party number distribution between national and international calls. Calculation is based on number of calls. | Pie | Proportion (%) |
| Egress Caller Distribution: National vs International (Volume) | This chart illustrates the calling party number distribution between national and international calls. Calculation is based on volume. | Pie | Proportion (%) |