---
title: "EN_Hotlinestatistik"
canonical: "https://help.telegra.de/space/TAK/9561593220460/EN_Hotlinestatistik"
format: markdown
---
In the hotline statistics, all relevant key figures for the calls at the hotline level are displayed. The table lists all available columns in the same order as they appear in the ACD report. When querying the hotline statistics, the time period, preferred display interval division, and the hotlines for which the analysis should be conducted can be selected. If a specific column is missing, it can be adjusted via the column visibility settings.
## Key Figures of the Hotline Statistics:
| | |
| --- | --- |
| **Time** | The selected time period for the report, indicating the range of data to be analysed and displayed (e.g., hourly, daily, monthly). |
| **Hotline** | The name of the selected hotline under which the data is recorded in the system, referring to the specific hotline for the report. |
| **DDI** | Specific Direct Dial-In number through which a call entered the system. This number is recorded systemically and used to identify the hotline or target destination that the call was intended for. |
| **Number of calls** | Total number of all calls received by the hotline during the selected period (including answered and rejected calls). |
| **Number of served calls** | Number of calls that were successfully answered by the system or an agent. |
| **Number of connected calls** | Number of calls that were connected to an agent and a conversation took place. |
| **Overall call duration [hh:mm:ss]** | Total call time including setup time and time spent in the queue. |
| **Connect duration [hh:mm:ss]** | Total time for all calls that were answered and connected to an agent. |
| **Waiting time [hh:mm:ss]** | Total wait time for all calls before being connected to an agent. |
| **Overall mailbox duration [hh:mm:ss]** | Total duration of all voicemail recordings. |
| **Reachability [%]** | Percentage of calls answered by the system and connected to a destination (agent, queue, mailbox, etc.).
> ℹ️ :light_bulb_on: **Formula:**
> ℹ️
> ℹ️ *(Total number of answered calls / Number of calls) × 100* |
| **Average connect duration [sec]** | Average duration of the connection for all answered calls.
> ℹ️ :light_bulb_on: **Formula:**
> ℹ️
> ℹ️ *Total connection duration / Number of connected calls* |
| **Average waiting time [sec]** | Average waiting time for all calls before being connected to an agent.
> ℹ️ :light_bulb_on: **Formula:**
> ℹ️
> ℹ️ *Total waiting time / Number of connected calls* |
| **Maximum waiting time [sec]** | The longest waiting time experienced by a caller before being connected to an agent. |
| **Working time [hh:mm:ss]** | Total time spent by agents on calls, excluding waiting times and setup times. |
| **Average working time [sec]** | Average time spent on calls per agent.
> ℹ️ :light_bulb_on: **Formula:**
> ℹ️
> ℹ️ Total working time / Number of connected calls |
| **Service level time [sec]** | The time (including waiting times and setup times) required for a call to be answered by an agent, calculated using the median value. |
| **Service level [%]** | The percentage of calls answered within the configured service level time (e.g., 20 seconds). |
| **Average disposition** | Average time spent by agents on call follow-up and post-call processing. |
| **Max disposition** | Maximum time spent on call follow-up and post-call processing. |
| **Average logged in agents** | Average number of agents logged in and available for calls. |
| **Max logged in agents** | Maximum number of agents logged in and available for calls, including those in pause. |
| **Number of recordings** | Number of call recordings made during the selected period. |
| **Forwarded calls** | Number of calls forwarded directly by agents to another destination (e.g., agent, other hotline, external number) without any further questioning. |
| **Sum overflow** | Number of calls that were not processed by the ACD and, if an overflow target was defined, forwarded to it. |
| **Lost calls** | Number of calls that were neither processed by the ACD nor forwarded to an overflow target. |
| **Calls from waiting queue** | Number of calls delivered from the waiting queue to an agent after the wait time. |
| **Connected [%]** | Percentage of connected calls in relation to all systemically answered calls.
> ℹ️ :light_bulb_on: **Formula:**
> ℹ️
> ℹ️ *(Number of connected calls / Total number of answered calls) × 100* |
**Further KPIs**
If callbacks and call reasons have been configured for the hotline, the following additional KPIs will be displayed:
| | |
| --- | --- |
| **# Placed Callbacks** | The number of calls that were placed into the callback queue via the callback function and subsequently processed. |
| **# Connected Callbacks** | The number of callbacks that were successfully connected to an agent and where a conversation took place. |
| **Average Callback Waiting Time of placed callbacks [sec]** | The average time that callers waited before their callback was answered by an agent. |
| **# Call Classifiers (Call Reasons)** | This column shows the names of the call reasons (classifications) that were selected by an agent after a conversation from the predefined classifiers, as well as the frequency with which each call reason was selected. |
| **Handling time # Call Classifier (Call Reason) [sec]** | The total time in seconds that all agents needed to select the call reason (classification) after a conversation. |