Call Center Feature
Service level,
measured the way
you agreed to measure it.
Start from ISO 18295 or write your own rule. Hipcall applies it to every inbound call, shows it live, and keeps each call's result under the rule it was measured with.
- ISO 18295
- Custom
Rule
All inbound calls · from arrival · answered within 60 s
Last 30 days
- ISO 1829588%
- Custom81%
Why it matters
Start from a standard
New accounts use ISO 18295: every inbound call, timed from arrival, against 60 seconds. Switch to your own definition at any time.
Define it exactly
Choose which calls count (all inbound, those that reached a queue, or those an agent answered), when the clock starts, the threshold, and whether to leave out short abandoned, out-of-hours, or denylisted calls.
Compare before you switch
See what each standard would have reported for your last 30 days before you change anything.
History stays true
Every call keeps the definition it was measured under. The settings page shows who changed the definition and when.
How It Works
Set up in four steps
- 1
Open call metrics
In the phone settings, choose a standard or Custom.
- 2
Set short abandoned
Callers who hang up within this many seconds (8 by default) are counted as short abandoned.
- 3
Watch it live
Live monitoring shows the last hour, the last eight hours, and today, and colours waiting calls as they near the threshold.
- 4
Report it
The number report shows calls within the threshold, calls counted, and the percentage, for any period.
Use Cases
A contract with a target
An outsourcer's contract counts calls that reached the queue, from queue entry, against 20 seconds. They set exactly that and send the monthly number report to the client.
Changing the rule mid-year
A support team moves from 60 to 30 seconds in July. January to June keep their old results; the new rule applies from the day it changed.
Short calls that are not misses
A clinic gets many callers who hang up in the first seconds. Counted as short abandoned, they appear in their own column and the team decides whether they count.
FAQ
Frequently asked questions
If a contract or regulator defines your service level, copy that definition. Otherwise ISO 18295 is a sound default.
Only if you choose to. By default they are counted as short abandoned and shown in their own column.
No. Each call keeps the result it got under the definition at the time.
Yes, set separately for WhatsApp and live chat conversations.