Reports Terminology

A brief description of the terms used in Reports

Updated this week

What does this mean?

Below are brief descriptions of the main terms we use in the Reports Portal.


General Terms

Inbound call

An inbound call is a call made into the surgery

Outbound call

An outbound call is a call made from the Surgery’s service and does not include internal calls made

Queued call

Queued calls are those that joined a Group queue and started the queueing process to speak to one of your staff members

Missed call

Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group

A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue

Abandoned call

Abandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users

Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice

Average call duration

This is the average length of calls including all of the call flow, queueing, talk or hold time that may have occurred

Total call duration

This is the actual length of a call including all of the call flow, queueing, talk or hold time that may have occurred

Maximum call concurrency

This is how many individual calls are happening at the same time


Group/queue terms

Queued for group

The total number of calls that queued for that group

Answered from queue

The number of calls in the queue that were answered

% answered from queue

The percentage of calls answered from the queue

Missed from queue

This is the total number of calls that joined the queue but did not get answered

% missed from queue

The percentage of calls missed from the queue

Missed from queue under 10 seconds

These are the calls that joined the queue but the caller hung up before 10 seconds of queueing had occurred. These may not want to be considered when assessing call answering efficiency as there was little chance of your staff answering these calls due to the caller hanging up so quickly

Queue duration

The length of time the caller spent in the queue


Patient Callback terms

Calls when patient callback active

This is the total number of inbound calls whilst patient callback was offered

Calls handled by patient callback

This is the number of calls that chose the patient callback option

Callbacks made

This is the number of callback calls made

Callbacks accepted

This is the number of callback calls that were answered and accepted by the patients

Callbacks rejected

This is the number of callback calls that were unanswered or cancelled by the patients

Queue timeout

This is where a maximum queue time has been set on the service and the time in that queue is reached

Caller rang back in

This is where a caller has selected a callback but calls in again

Caller rang back in - rejoined queue

This is where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery

Caller rang back in - hung up

This is where a caller has called in again and hung up

Caller rang back in - cancelled

This is where a caller has a callback booked but has rung in and cancelled that callback when given the option

Time in virtual queue

This is the amount of time the callers would have spent in the queue if they had not selected a callback

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