# Calls

The number of customer calls received by your customer service organization

The line graph shows the number of calls on each date in the period set by the period ending date and the number of trailing days.

The table below the line graph shows the number of calls during the week before the period ending date, the week before that, and the percent change between those two weeks.

Avg Call Duration (seconds)

The average amount of time that customer service agents spent during calls with customers

The line graph shows the average duration on each date in the period set by the period ending date and the number of trailing days.

The table below the line graph shows the average duration during the week before the period ending date, the week before that, and the percent change between those two weeks.

Call Conversion Rate

The percent of customer contacts that resulted in purchase transactions

The line graph shows the percent of calls that included purchases on each date in the period set by the period ending date and the number of trailing days.

The table below the line graph shows the percent of calls that included purchases during the week before the period ending date, the week before that, and the percent change between those two weeks.

Gross Revenue per Call

The average currency value of the purchases that are associated with customer service calls. This is calculated by dividing the Gross Revenue of items purchased in the customer service center channel by the number of customer service calls.

The line graph shows the average gross revenue per call on each date in the period set by the period ending date and the number of trailing days.

The table below the line graph shows the average gross revenue per call during the week before the period ending date, the week before that, and the percent change between those two weeks.