Heedify reports are built from a catalog of 90 widgets, integrated with Microsoft Teams call and chat activity: cards for a single figure, charts for a trend or a distribution, and tables for detailed breakdowns. This page lists them by topic. To add one, see Building dashboards.
In the portal, the catalog is a single list: type a word in Search widgets to find a widget by its name or description. Each widget reports on calls, except the Chat widgets, which report on chat sessions. Before comparing two widgets, read Metric Definitions.
Rates are calculated on offered calls: inbound calls that entered a queue. Thresholds such as the service level threshold and the quick-drop threshold come from the entity’s Analytics Profile.
Call volume and outcomes
Widget
Type
What it shows
Total Calls
Card
All calls of the period.
Answered Calls
Card
Calls answered by an agent.
Abandoned Calls
Card
Callers who waited in queue beyond the quick-drop threshold and hung up.
IVR Abandons
Card
Callers who hung up in the greeting or IVR, before reaching a queue.
Quick Drops
Card
Callers who hung up in queue before the quick-drop threshold.
Outbound Calls
Card
Calls placed by agents.
Call Volume (Hourly)
Bar chart
Calls per hour of the day.
Call Volume (Daily)
Line chart
Calls per day.
Call Status Distribution
Donut chart
Share of each call outcome; the slices add up to the total.
Calls by Country
Donut chart
Calls by caller country.
Peak Hours Analysis
Heatmap
Busiest hours: calls and average wait per hour.
Service level and answer speed
Widget
Type
What it shows
Service Level
Card
Share of offered calls answered within the service level threshold.
SLA Trend
Line chart
Service level per day.
Answer Rate
Card
Share of offered calls answered by an agent.
Call Response Distribution
Donut chart
Answered calls split into quick, standard and delayed answers, using the bands of the Analytics Profile.
Daily SLA Statistics
Table
Per day: served and redirected calls by waiting-time band, with the cumulative service level.
Calls Served by Time Ranges
Table
Answered calls by waiting-time band, per call flow.
Average Ringing Time
Card
Average time an agent’s phone rang before the answer.
Agents Alerted per Call
Card
Average number of agents rung per call, the answering agent included.
Abandons
Widget
Type
What it shows
Abandonment Rate
Card
Share of offered calls abandoned by the caller.
Quick Drop Rate
Card
Share of offered calls dropped before the quick-drop threshold.
Average Abandon Time
Card
Average wait before callers abandoned.
Abandon Time Limits
Card
The longest wait before an abandon, colored against the targets of the Analytics Profile. Titled Max Abandon Time on the built-in tabs.
Daily Abandon Statistics
Table
Per day: abandoned calls by waiting-time band, with the cumulative abandon rate.
Abandoned Calls by Time Ranges
Table
Abandoned calls by waiting-time band, per call flow.
Waiting, talk and handle times
Widget
Type
What it shows
Average Wait Time
Card
Average time callers waited in queue.
Waiting Time Limits
Card
The longest wait in queue, colored against the targets of the Analytics Profile. Titled Max Waiting Time on the built-in tabs.
Average Talk Time
Card
Average conversation time between agent and caller.
Talking Time Limits
Card
The longest conversation, hold time removed, colored against the targets of the Analytics Profile. Titled Max Talking Time on the built-in tabs.
Average Handle Time (AHT)
Card
Average talk time plus hold time. After-call work is not measured.
Average Call Duration
Card
Average duration of all calls, inbound and outbound.
Avg Inbound Duration
Card
Average duration of inbound calls.
Avg Outbound Duration
Card
Average duration of outbound calls.
Transfers and overflow
Widget
Type
What it shows
Transferred Calls
Card
Calls transferred to another person or destination.
Human Transfer Rate
Card
Share of answered calls an agent transferred to another person.
Flow Transfer Rate
Card
Share of calls the call flow transferred (routing or fallback).
Failed Transfers
Card
Calls with an agent transfer that failed, timed out or was abandoned.
Overflow Rate
Card
Share of calls that overflowed out of their first queue into another one.
Overflow Matrix
Table
Queue-to-queue overflows: one row and one column per queue.
Top Overflow Paths
Table
The 20 most frequent queue paths (Queue A → Queue B → …).
Overflow by Reason
Table
Overflows per queue by cause: no agent available, timeout, queue full, out of hours, bank holiday.
Overflow by Reason (by Flow)
Table
The same causes per call flow, including overflows before any queue.
Flows, queues and agents
Widget
Type
What it shows
Calls by Flow
Bar chart
Calls per call flow.
Calls by Queue
Bar chart
Calls per queue.
Calls per Agent
Bar chart
Per agent: inbound, outbound, accepted and unanswered calls, and ringing time.
Flow KPI Summary
Table
Main indicators with one column per call flow; flows without traffic show 0.
Month-to-Date Summary
Table
The same summary for the current month: service level, answer rate and performance by flow.
Daily (per 30 min)
Table
Per 30-minute slot: overflows, abandons, calls served without queuing, calls received while open.
Agent status and supervision
Widget
Type
What it shows
Agent Status Statistics
Table
Time in each status per agent (Ready, Not Ready), sign-in and sign-out, and call counts, grouped by queue.
Agent Status Breakdown
Stacked bars
Share of time spent in each status, per agent, grouped by queue.
Statistiques de poste des agents
Table
Availability relative to the agent’s shift (first Ready to last Ready, per day) rather than to the 24-hour day.
Supervised Calls
Card
Share of calls a supervisor listened to, whispered or joined.
Supervision by Supervisor
Bar chart
Supervision sessions and minutes per supervisor.
IVR
Widget
Type
What it shows
IVR Option Distribution
Chart per menu
Keys pressed in each IVR menu, plus invalid entries, timeouts and abandons, grouped by flow.
IVR Statistics by Menu
Table
Per IVR menu: entries, abandon, invalid and timeout rates, average replays and duration, main action.
IVR Funnel
Funnel
Per flow: entries, valid option, routed, with the drop-offs at each step.
Callback
Widget
Type
What it shows
Callbacks Offered
Card
Calls where a callback was offered, as a share of all calls.
Callbacks Accepted
Card
Callers who accepted a callback, as a share of those offered one.
On-Time Callback Rate
Card
Callbacks connected before the time promised to the caller.
Callback Outcomes
Donut chart
Callbacks completed, pending and failed.
Average Callback Delay
Card
Actual time between the caller entering the queue and being connected by the callback.
Attempts per Callback
Card
Average number of dial attempts per callback.
Satisfaction survey
Widget
Type
What it shows
Survey Rate
Card
Callers who started the post-call survey, as a share of all calls.
Survey Completion Rate
Card
Surveys answered up to the last question, as a share of those started.
Survey Yes Rate
Card
Yes answers, as a share of the yes/no questions answered.
Survey Average Rating
Card
Average score of rating questions, on the scale set in the call flow.
Survey by Question
Table
Per question: type, times asked, answered, not answered, answer rate and result.
Survey Detail
Table
One row per survey: queue, flow, agent, start time, duration and answers.
Call sentiment
Widget
Type
What it shows
Call Sentiment
Donut chart
Positive, neutral, negative and mixed calls among analysed calls.
Sentiment Coverage
Card
Share of calls with a sentiment: only recorded and transcribed calls are analysed.
Calls to Review per Day
Line chart
Negative and mixed calls per day.
Sentiment Over Time
Bar chart
Analysed calls per day (per hour on short periods), by sentiment.
Calls by Sentiment
Table
Analysed calls with their sentiment and AI summary, negative first.
AI Receptionist
Widget
Type
What it shows
AI – Escalation Destinations
Bar chart
Queues the AI agent hands calls over to.
AI – Action Breakdown
Donut chart
How the AI agent ended its calls: escalation, hang-up, message, transfer.
AI – Resolution Rate
Card
Share of calls handled by the AI agent without handing over to a person.
AI – Top Call Subjects
Bar chart
Main call subjects detected by the AI agent.
AI – Call Sentiment
Donut chart
Sentiment of the calls handled by the AI agent.
Chat
Widget
Type
What it shows
Chat Sessions
Card
Completed chat sessions of the period.
Average Chat Queue Time
Card
Average wait before an agent takes the session, across every queue it went through.
Average Chat Duration
Card
Average conversation time with the agent, from pickup to the end of the session.
Average Chat Session Duration
Card
Average whole session, from the first message to the bot until the end.
Chat Messages
Card
Messages exchanged, agent and customer alike.
Average Messages per Chat
Card
Average number of messages per session, both directions.
Chat Transfer Rate
Card
Share of queued sessions that went through more than one queue.
Chats Closed Without an Agent
Card
Share of sessions closed before any agent took them, typically out of hours. It is not an abandon rate.
Chat Volume (Daily)
Line chart
Chat sessions per day.
Chat per Agent
Table
Sessions, messages and average conversation time per agent.
Chat by Queue
Table
Sessions and average queue wait per queue.
Chat by Bot
Table
Sessions and messages per entry chatbot: which bot brings the traffic.
Notes
The Waiting, Talking and Abandon Time Limits cards show the longest time of the period, not a configured limit. They turn green, orange or red against the targets of the Analytics Profile.
Sentiment exists only for calls that were recorded and transcribed: add Sentiment Coverage next to sentiment widgets to know how many calls they cover.
A chat session is counted when it ends. Chat has no abandon rate: Chats Closed Without an Agent shows sessions no agent took, usually out of hours.
The chat and satisfaction survey widgets are not translated yet: they appear in English in every language.
Works with: Microsoft Teams, Teams Phone, Microsoft Teams chat, Analytics Profile.
FAQ
How many widgets can I add to a Heedify report?
The catalog offers 90 widgets: call volume and outcomes, service level, abandons, times, transfers and overflow, flows, queues and agents, agent status and supervision, IVR, callback, satisfaction survey, call sentiment, AI Receptionist and chat.
Is there a chat abandon rate?
No. A chat session is recorded when it ends, and closed sessions without an agent are not abandons. Use Chats Closed Without an Agent to see sessions no agent took, typically out of hours.
Why do some widget names appear in English in the French portal?
The chat and satisfaction survey widgets are not translated yet: their names and descriptions are shown in English in every language.