Calls by Ring Time #
The table below shows which fields are available on the Calls by Ring Time template.
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Call Rates #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| All Calls Rate (rateTotCalls) |
The call rate for the period of the report for the total number of calls (external calls only). | |
| Answered Calls Rate (rateTotAns) |
The call rate for the period of the report for the total number of answered calls (external calls only). | |
| Completed Calls Rate (rateTotComp) |
The call rate for the period of the report for the total number of completed calls (external calls only). | |
| Incoming Answered Rate (rateTotInAns) |
The call rate for the period of the report for the total number of incoming answered calls (external calls only). | |
| Incoming Calls Rate (rateTotIn) |
The call rate for the period of the report for the total number of incoming calls (external calls only). | |
| Incoming Completed Rate (rateTotInComp) |
The call rate for the period of the report for the total number of completed calls (external calls only). | |
| Incoming Parked Calls Rate (rateTotInParkd) |
The call rate for the period of the report for the total number of incoming parked calls (external calls only). | |
| Incoming Unanswered Rate (rateTotInUnAns) |
The call rate for the period of the report for the total number of incoming unanswered calls (external calls only). | |
| Outgoing Answered Rate (rateTotOutAns) |
The call rate for the period of the report for the total number of outgoing answered calls (external calls only). | |
| Outgoing Calls Rate (rateTotOut) |
The call rate for the period of the report for the total number of outgoing calls (external calls only). | |
| Outgoing Completed Rate (rateTotOutComp) |
The call rate for the period of the report for the total number of outgoing completed calls (external calls only). | |
| Outgoing Parked Calls Rate (rateTotOutParkd) |
The call rate for the period of the report for the total number of outgoing parked calls (external calls only). | |
| Outgoing Unanswered Rate (rateTotOutUnAns) |
The call rate for the period of the report for the total number of outgoing unanswered calls (external calls only). | |
| Parked Calls Rate (rateTotParkd) |
The call rate for the period of the report for the total number of parked calls (external calls only). | |
| Refused Calls Rate (rateTotRef) |
The call rate for the period of the report for the total number of refused calls (external calls only). | |
| Unanswered Calls Rate (rateTotUnAns) |
The call rate for the period of the report for the total number of unanswered calls (external calls only). |
Call Rates (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| All Calls Rate (inc. IC) (rateTotCallsIncInt) |
The call rate for the period of the report for the total number of calls including internal calls. | |
| Answered Calls Rate (inc. IC) (rateTotAnsIncInt) |
The call rate for the period of the report for the total number of answered calls including internal calls. | |
| Completed Calls Rate (inc. IC) (rateTotCompIncInt) |
The call rate for the period of the report for the total number of completed calls including internal calls. | |
| Incoming Answered Rate (inc. IC) (rateTotInAnsIncInt) |
The call rate for the period of the report for the total number of incoming answered calls including internal calls. | |
| Incoming Calls Rate (inc. IC) (rateTotInIncInt) |
The call rate for the period of the report for the total number of incoming calls including internal calls. | |
| Incoming Completed Rate (inc. IC) (rateTotInCompIncInt) |
The call rate for the period of the report for the total number of completed calls including internal calls. | |
| Incoming Unanswered Rate (inc. IC) (rateTotInUnAnsIncInt) |
The call rate for the period of the report for the total number of incoming unanswered calls including internal calls. | |
| Outgoing Answered Rate (inc. IC) (rateTotOutAnsIncInt) |
The call rate for the period of the report for the total number of outgoing answered calls including internal calls. | |
| Outgoing Calls Rate (inc. IC) (rateTotOutIncInt) |
The call rate for the period of the report for the total number of outgoing calls including internal calls. | |
| Outgoing Completed Rate (inc. IC) (rateTotOutCompIncInt) |
The call rate for the period of the report for the total number of outgoing completed calls including internal calls. | |
| Outgoing Unanswered Rate (inc. IC) (rateTotOutUnAnsIncInt) |
The call rate for the period of the report for the total number of outgoing unanswered calls including internal calls. | |
| Refused Calls Rate (inc. IC) (rateTotRefIncInt) |
The call rate for the period of the report for the total number of refused calls including internal calls. | |
| Unanswered Calls Rate (inc. IC) (rateTotUnAnsIncInt) |
The call rate for the period of the report for the total number of unanswered calls including internal calls. |
Call Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| First Answer Time (minAnswerTime) |
The first time a call was answered during the report period (external calls only). | |
| First End Time (minEndTime) |
The first time a call ended during the report period (external calls only). | |
| First Start Time (minStartTime) |
The first time a call started during the report period (external calls only). | |
| Last Answer Time (maxAnswerTime) |
The time the last call was answered during the report period (external calls only). | |
| Last Answered End Time (maxAnsweredEndTime) |
The time the last answered call ended during the report period (external calls only). | |
| Last End Time (maxEndTime) |
The time the last call ended during the report period (external calls only). | |
| Last Start Time (maxStartTime) |
The time the last call started during the report period (external calls only). | |
| Ring Time (ring) |
The ring duration of the call or call segment. | ✔ |
Call Times (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Hold Time (perHoldTimeOfCallTime) |
The Total Hold Time as a percentage of Total Call Duration. | |
| % Hold Time (inc. IC) (perHoldTimeOfCallTimeIncInt) |
The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC). | |
| % Parked Time (perParkTimeOfCallTime) |
The Total Parked Time as a percentage of Total Call Duration. | |
| % Parked Time (inc. IC) (perParkTimeOfCallTimeIncInt) |
The Total Parked Time (inc. IC) as a percentage of Total Call Duration (inc. IC). | |
| % Ring Time (perRingTimeOfCallTime) |
The Total Ring Time as a percentage of Total Call Duration. | |
| % Ring Time (inc. IC) (perRingTimeOfCallTimeIncInt) |
The Total Ring Time as a percentage of Total Call Duration (inc. IC). | |
| % Talk Time (perTalkTimeOfCallTime) |
The Talk Time as a percentage of Total Call time (external calls only). | |
| % Talk Time (inc. IC) (perTalkTimeOfCallTimeIncInt) |
The Talk Time as a percentage of Total Call time including internal calls. |
Call Times (Average) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Avg Call Duration (avgCallTime) |
The average call duration for all external calls, whether they were answered or not. This includes all incoming and outgoing calls. | |
| Avg Hold Time (avgHoldTime) |
The average hold duration for all calls (external calls only). | |
| Avg Hold Time In (avgHoldTimeIn) |
The average hold duration for all incoming calls (external calls only). | |
| Avg Hold Time Out (avgHoldTimeOut) |
The average hold duration for all outgoing calls (external calls only). | |
| Avg Incoming Call Duration (avgCallTimeIn) |
The average call duration for all incoming calls (external calls only). | |
| Avg Outgoing Call Duration (avgCallTimeOut) |
The average call duration for all outgoing calls (external calls only). | |
| Avg Parked Time (avgParkTime) |
The average parked duration for all calls (external calls only). | |
| Avg Parked Time In (avgParkTimeIn) |
The average parked duration for all incoming calls (external calls only). | |
| Avg Parked Time Out (avgParkTimeOut) |
The average parked duration for all outgoing calls (external calls only). | |
| Avg Ring Time (avgRingTime) |
The average amount of time calls spend ringing (external calls only). | |
| Avg Ring Time Abandoned (avgRingTimeLost) |
The average amount of ring time on Abandoned calls. | |
| Avg Ring Time In (avgRingTimeIn) |
The average amount of ring time on incoming calls (external calls only). | |
| Avg Ring Time Out (avgRingTimeOut) |
The average amount of ring time on outgoing calls (external calls only). | |
| Avg Talk Time (avgTalkTime) |
The average talk time for all calls (external calls only). | |
| Avg Talk Time In (avgTalkTimeIn) |
The average talk time for all incoming calls (external calls only). | |
| Avg Talk Time Out (avgTalkTimeOut) |
The average talk time for all outgoing calls (external calls only). |
Call Times (Min/Max) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Longest Call Duration (maxCallTime) |
The duration of the call with the longest duration (external calls only). | |
| Longest Hold Time (maxHoldTime) |
The longest a call was on hold (external calls only). | |
| Longest Hold Time In (maxHoldTimeIn) |
The longest an incoming call was on hold (external calls only). | |
| Longest Hold Time Out (maxHoldTimeOut) |
The longest an outgoing call was on hold (external calls only). | |
| Longest Incoming Call Duration (maxCallTimeIn) |
The duration of the call with the longest duration (external calls only). | |
| Longest Outgoing Call Duration (maxCallTimeOut) |
The longest duration for a single outgoing call (external calls only). | |
| Longest Parked Time (maxParkTime) |
The longest a call was parked (external calls only). | |
| Longest Parked Time Abandoned (maxParkTimeLost) |
The longest a call was parked that was abandoned. | |
| Longest Parked Time In (maxParkTimeIn) |
The longest an incoming call was parked (external calls only). | |
| Longest Parked Time Out (maxParkTimeOut) |
The longest an outgoing call was parked (external calls only). | |
| Longest Ring Time (maxRingTime) |
The longest any call was ringing (external calls only). | |
| Longest Ring Time Abandoned (maxRingTimeLost) |
The ring time of the longest ringing abandoned call. | |
| Longest Ring Time In (maxRingTimeIn) |
The longest any incoming call was ringing (external calls only). | |
| Longest Ring Time Out (maxRingTimeOut) |
The longest any outgoing call was ringing (external calls only). | |
| Longest Talk Time (maxTalkTime) |
The longest time a single call spent in the talking state (external calls only). | |
| Longest Talk Time In (maxTalkTimeIn) |
The longest time a single incoming call spent in the talking state (external calls only). | |
| Longest Talk Time Out (maxTalkTimeOut) |
The longest time a single outgoing call spent in the connected state (external calls only). | |
| Shortest Call Duration (minCallTime) |
The shortest duration for a single call (external calls only). | |
| Shortest Hold Time (minHoldTime) |
The shortest hold time for a single call (external calls only). | |
| Shortest Hold Time In (minHoldTimeIn) |
The shortest hold time for a single incoming call (external calls only). | |
| Shortest Hold Time Out (minHoldTimeOut) |
The shortest hold time for a single outgoing call (external calls only). | |
| Shortest Incoming Call Duration (minCallTimeIn) |
The shortest duration for a single incoming call (external calls only). | |
| Shortest Outgoing Call Duration (minCallTimeOut) |
The shortest duration for a single outgoing call (external calls only). | |
| Shortest Parked Time (minParkTime) |
The shortest parked time for a single call (external calls only). | |
| Shortest Parked Time In (minParkTimeIn) |
The shortest parked time for a single incoming call (external calls only). | |
| Shortest Parked Time Out (minParkTimeOut) |
The shortest parked time for a single outgoing call (external calls only). | |
| Shortest Ring Time (minRingTime) |
The shortest ring time for a single call (external calls only). | |
| Shortest Ring Time Abandoned (minRingTimeLost) |
The shortest ring time for an abandoned call. | |
| Shortest Ring Time In (minRingTimeIn) |
The shortest ring time for a single incoming call (external calls only). | |
| Shortest Ring Time Out (minRingTimeOut) |
The shortest ring time for a single outgoing call (external calls only). | |
| Shortest Talk Time (minTalkTime) |
The shortest time a single call spent in the talking state (external calls only). | |
| Shortest Talk Time In (minTalkTimeIn) |
The shortest time a single incoming call spent in the talking state (external calls only). | |
| Shortest Talk Time Out (minTalkTimeOut) |
The shortest time a single outgoing call spent in the talking state (external calls only). |
Call Times (Total) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Total Call Duration (totCallTime) |
The cumulative Call Duration for all calls (external calls only). | |
| Total Hold Time (totHoldTime) |
The total call time on hold (external calls only). | |
| Total Hold Time In (totHoldTimeIn) |
The total incoming call time on hold (external calls only). | |
| Total Hold Time Out (totHoldTimeOut) |
The total outgoing call time on hold (external calls only). | |
| Total Incoming Call Duration (totCallTimeIn) |
The cumulative Call Duration for all incoming calls (external calls only). | |
| Total Outgoing Call Duration (totCallTimeOut) |
The cumulative Call Duration for all outgoing calls (external calls only). | |
| Total Parked Time (totParkTime) |
The total call time parked (external calls only). | |
| Total Parked Time In (totParkTimeIn) |
The total incoming call time parked (external calls only). | |
| Total Parked Time Out (totParkTimeOut) |
The total outgoing call time parked (external calls only). | |
| Total Ring Time (totRingTime) |
Total time that calls were Ringing (external calls only). | |
| Total Ring Time Abandoned (totRingTimeLost) |
Total time that abandoned calls were Ringing. | |
| Total Ring Time In (totRingTimeIn) |
Total time that incoming calls were Ringing (external calls only). | |
| Total Ring Time Out (totRingTimeOut) |
Total time that outgoing calls were Ringing (external calls only). | |
| Total Talk Time (totTalkTime) |
Total talk time (external calls only). | |
| Total Talk Time In (totTalkTimeIn) |
Total incoming talk time (external calls only). | |
| Total Talk Time Out (totTalkTimeOut) |
Total outgoing talk time (external calls only). |
Call Times (Average) (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Avg Call Duration (inc. IC) (avgCallTimeIncInt) |
The average call duration for all calls, including internal calls. | |
| Avg Hold Time (inc. IC) (avgHoldTimeIncInt) |
The average hold duration for all calls including internal calls. | |
| Avg Hold Time In (inc. IC) (avgHoldTimeInIncInt) |
The average hold duration for all incoming calls including internal calls. | |
| Avg Hold Time Out (inc. IC) (avgHoldTimeOutIncInt) |
The average hold duration for all outgoing calls including internal calls. | |
| Avg Incoming Call Duration (inc. IC) (avgCallTimeInIncInt) |
The average call duration for all incoming calls including internal calls. | |
| Avg Outgoing Call Duration (inc. IC) (avgCallTimeOutIncInt) |
The average call duration for all outgoing calls including internal calls. | |
| Avg Parked Time (inc. IC) (avgParkTimeIncInt) |
The average parked duration for all calls including internal calls. | |
| Avg Parked Time In (inc. IC) (avgParkTimeInIncInt) |
The average parked duration for all incoming calls including internal calls. | |
| Avg Parked Time Out (inc. IC) (avgParkTimeOutIncInt) |
The average parked duration for all outgoing calls including internal calls. | |
| Avg Ring Time (inc. IC) (avgRingTimeIncInt) |
The average amount of ring time on calls, including internal calls. | |
| Avg Ring Time In (inc. IC) (avgRingTimeInIncInt) |
The average amount of ring time on incoming calls, including internal calls. | |
| Avg Ring Time Out (inc. IC) (avgRingTimeOutIncInt) |
The average amount of ring time on outgoing calls including internal calls. | |
| Avg Talk Time (inc. IC) (avgTalkTimeIncInt) |
The average talk time for all calls ,including internal calls. | |
| Avg Talk Time In (inc. IC) (avgTalkTimeInIncInt) |
The average talk time for all incoming calls, including internal calls. | |
| Avg Talk Time Out (inc. IC) (avgTalkTimeOutIncInt) |
The average talk time for all outgoing calls, including internal calls. |
Call Times (Min/Max) (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| First Answer Time (inc. IC) (minAnswerTimeIncInt) |
The first time a call was answered during the report period, including internal calls. | |
| First End Time (inc. IC) (minEndTimeIncInt) |
The first time a call ended during the report period, including internal calls. | |
| First Start Time (inc. IC) (minStartTimeIncInt) |
The first time a call started during the report period, including internal calls. | |
| Last Answer Time (inc. IC) (maxAnswerTimeIncInt) |
The time the last call was answered during the report period, including internal calls. | |
| Last Answered End Time (inc. IC) (maxAnsweredEndTimeIncInt) |
The time the last answered call ended during the report period, including internal calls. | |
| Last End Time (inc. IC) (maxEndTimeIncInt) |
The time the last call ended during the report period, including internal calls. | |
| Last Start Time (inc. IC) (maxStartTimeIncInt) |
The time the last call started during the report period, including internal calls. | |
| Longest Call Duration (inc. IC) (maxCallTimeIncInt) |
The longest duration for a single call, including internal calls. | |
| Longest Hold Time (inc. IC) (maxHoldTimeIncInt) |
The longest a call was on hold, including internal calls. | |
| Longest Hold Time In (inc. IC) (maxHoldTimeInIncInt) |
The longest an incoming call was on hold, including internal calls. | |
| Longest Hold Time Out (inc. IC) (maxHoldTimeOutIncInt) |
The longest an outgoing call was on hold, including internal calls. | |
| Longest Incoming Call Duration (inc. IC) (maxCallTimeInIncInt) |
The longest duration for a single incoming call, including internal calls. | |
| Longest Outgoing Call Duration (inc. IC) (maxCallTimeOutIncInt) |
The longest duration for a single outgoing call, including internal calls. | |
| Longest Parked Time (inc. IC) (maxParkTimeIncInt) |
The longest a call was parked, including internal calls. | |
| Longest Parked Time In (inc. IC) (maxParkTimeInIncInt) |
The longest an incoming call was parked, including internal calls. | |
| Longest Parked Time Out (inc. IC) (maxParkTimeOutIncInt) |
The longest an outgoing call was parked, including internal calls. | |
| Longest Ring Time (inc. IC) (maxRingTimeIncInt) |
The longest any call was ringing, including internal calls. | |
| Longest Ring Time In (inc. IC) (maxRingTimeInIncInt) |
The longest any incoming call was ringing, including internal calls. | |
| Longest Ring Time Out (inc. IC) (maxRingTimeOutIncInt) |
The longest any outgoing call was ringing, including internal calls. | |
| Longest Talk Time (inc. IC) (maxTalkTimeIncInt) |
The longest time a single call spent in the connected state, including internal calls. | |
| Longest Talk Time In (inc. IC) (maxTalkTimeInIncInt) |
The longest time a single incoming call spent in the connected state, including internal calls. | |
| Longest Talk Time Out (inc. IC) (maxTalkTimeOutIncInt) |
The longest time a single outgoing call spent in the connected state, including internal calls. | |
| Shortest Call Duration (inc. IC) (minCallTimeIncInt) |
The shortest duration for a single call, including internal calls. | |
| Shortest Hold Time (inc. IC) (minHoldTimeIncInt) |
The shortest hold time for a single call, including internal calls. | |
| Shortest Hold Time In (inc. IC) (minHoldTimeInIncInt) |
The shortest hold time for a single incoming call, including internal calls. | |
| Shortest Hold Time Out (inc. IC) (minHoldTimeOutIncInt) |
The shortest hold time for a single outgoing call, including internal calls. | |
| Shortest Incoming Call Duration (inc. IC) (minCallTimeInIncInt) |
The shortest duration for a single incoming call, including internal calls. | |
| Shortest Outgoing Call Duration (inc. IC) (minCallTimeOutIncInt) |
The shortest duration for a single outgoing call, including internal calls. | |
| Shortest Parked Time (inc. IC) (minParkTimeIncInt) |
The shortest parked time for a single call, including internal calls. | |
| Shortest Parked Time In (inc. IC) (minParkTimeInIncInt) |
The shortest parked time for a single incoming call, including internal calls. | |
| Shortest Parked Time Out (inc. IC) (minParkTimeOutIncInt) |
The shortest parked time for a single outgoing call, including internal calls. | |
| Shortest Ring Time (inc. IC) (minRingTimeIncInt) |
The shortest ring time for a single call, including internal calls. | |
| Shortest Ring Time In (inc. IC) (minRingTimeInIncInt) |
The shortest ring time for a single incoming call, including internal calls. | |
| Shortest Ring Time Out (inc. IC) (minRingTimeOutIncInt) |
The shortest ring time for a single outgoing call, including internal calls. | |
| Shortest Talk Time (inc. IC) (minTalkTimeIncInt) |
The shortest time a single call spent in the talking state, including internal calls. | |
| Shortest Talk Time In (inc. IC) (minTalkTimeInIncInt) |
The shortest time a single incoming call spent in the talking state, including internal calls. | |
| Shortest Talk Time Out (inc. IC) (minTalkTimeOutIncInt) |
The shortest time a single outgoing call spent in the talking state, including internal calls. |
Call Times (Total) (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Total Call Duration (inc. IC) (totCallTimeIncInt) |
The cumulative Call Duration for all calls, including internal calls. | |
| Total Hold Time (inc. IC) (totHoldTimeIncInt) |
The total call time on hold including internal calls. | |
| Total Hold Time In (inc. IC) (totHoldTimeInIncInt) |
The total incoming call time on hold including internal calls. | |
| Total Hold Time Out (inc. IC) (totHoldTimeOutIncInt) |
The total outgoing call time on hold including internal calls. | |
| Total Incoming Call Duration (inc. IC) (totCallTimeInIncInt) |
The cumulative Call Duration for all incoming calls, including internal calls. | |
| Total Outgoing Call Duration (inc. IC) (totCallTimeOutIncInt) |
The cumulative Call Duration for all outgoing calls, including internal calls. | |
| Total Parked Time (inc. IC) (totParkTimeIncInt) |
The total call time parked including internal calls. | |
| Total Parked Time In (inc. IC) (totParkTimeInIncInt) |
The total incoming call time parked including internal calls. | |
| Total Parked Time Out (inc. IC) (totParkTimeOutIncInt) |
The total outgoing call time parked including internal calls. | |
| Total Ring Time (inc. IC) (totRingTimeIncInt) |
Total time that calls were Ringing including internal calls. | |
| Total Ring Time In (inc. IC) (totRingTimeInIncInt) |
Total time that incoming calls were Ringing including internal calls. | |
| Total Ring Time Out (inc. IC) (totRingTimeOutIncInt) |
Total time that outgoing calls were Ringing including internal calls. | |
| Total Talk Time (inc. IC) (totTalkTimeIncInt) |
Total talk time including internal calls. | |
| Total Talk Time In (inc. IC) (totTalkTimeInIncInt) |
Total incoming talk time including internal calls. | |
| Total Talk Time Out (inc. IC) (totTalkTimeOutIncInt) |
Total outgoing talk time including internal calls. |
Call Times (Top/Bottom) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Calls in Bottom X% Talk Time (pctPerBtmXTalk) |
The number of Calls in Bottom X% Talk Time as a percentage of the total number of All Calls on the report. | |
| % Calls in Top X% Talk Time (pctPerTopXTalk) |
The number of Calls in Top X% Talk Time as a percentage of the total number of All Calls on the report. | |
| Average Talk Time (Bottom X%) (avgPerBtmXTalk) |
The average talk time for calls within the bottom X% of calls ranked by talk time. | |
| Average Talk Time (Top X%) (avgPerTopXTalk) |
The average talk time for calls within the top X% of calls ranked by talk time. | |
| Calls in Bottom X% Talk Time (cntPerBtmXTalk) |
The number of calls that fall within the bottom X% when ranked by talk time. | |
| Calls in Top X% Talk Time (cntPerTopXTalk) |
The number of calls that fall within the top X% when ranked by talk time. | |
| Longest Talk Time (Bottom X%) (maxPerBtmXTalk) |
The longest talk time for a single call within the bottom X% of calls ranked by talk time. | |
| Longest Talk Time (Top X%) (maxPerTopXTalk) |
The longest talk time for a single call within the top X% of calls ranked by talk time. | |
| Shortest Talk Time (Bottom X%) (minPerBtmXTalk) |
The shortest talk time for a single call within the bottom X% of calls ranked by talk time. | |
| Shortest Talk Time (Top X%) (minPerTopXTalk) |
The shortest talk time for a single call within the top X% of calls ranked by talk time. | |
| Total Talk Time (Bottom X%) (sumPerBtmXTalk) |
The total talk time for all calls within the bottom X% of calls ranked by talk time. | |
| Total Talk Time (Top X%) (sumPerTopXTalk) |
The total talk time for all calls within the top X% of calls ranked by talk time. |
Call Totals #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Abandoned Calls (totInLost) |
The total number of Abandoned Calls (external calls only). | |
| All Calls (totCalls) |
The total number of calls (external calls only). | |
| Answered Calls (totAns) |
The total number of calls answered (external calls only). | |
| Calls Causing Repeat Incoming (totRpCIn) |
The total number of incoming calls that caused a subsequent repeat call from the same caller (CLI) within the configured repeat call period (external calls only). | |
| Conference Calls (totConf) |
The total number of conference calls (external calls only). | |
| Contact Matches (totContMatch) |
The total number of calls that have one or more contact matches. | |
| Incoming Answered (totInAns) |
The total number of incoming calls answered (external calls only). | |
| Incoming Calls (totIn) |
The total number of incoming calls (external calls only). | ✔ |
| Incoming Unanswered (totInUnAns) |
The total number of incoming calls unanswered (external calls only). | |
| Incoming with Caller ID (totInWithCli) |
Total number of Incoming calls with CLI presented. | |
| Outgoing Answered (totOutAns) |
Total number of Outgoing calls answered (external calls only). | |
| Outgoing Calls (totOut) |
Total number of Outgoing calls (external calls only). | ✔ |
| Outgoing Unanswered (totOutUnAns) |
Total number of Outgoing calls unanswered (external calls only). | |
| PSTN Calls (totPstn) |
Total number of PSTN Call calls. | |
| Repeat Calls Incoming (totRpIn) |
The total number of incoming calls where the same caller (CLI) has previously called within the configured repeat call period (external calls only). | |
| Short Answered Calls (totShort) |
Total number of Short Answered calls (external calls only). | |
| Total Incoming Parked (totInParkd) |
The total number of incoming calls parked (external calls only). | |
| Total Outgoing Parked (totOutParkd) |
The total number of outgong calls parked (external calls only). | |
| Total Parked (totParkd) |
The total number of calls parked (external calls only). | |
| Total Parked Abandoned (totParkdLost) |
The total number of calls parked which were abandoned when parked. | |
| Total Polls (totPolls) |
Total number of agents polled for a queue call | |
| Trunk to Trunk Calls (totTrnkToTrnk) |
The total number of calls that include both an incoming and outgoing trunks. | ✔ |
| Unanswered Calls (totUnAns) |
The total number of calls unanswered (external calls only). |
Call Totals (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Abandoned Calls (perInLost) |
The number of Abandoned Calls as a percentage of Incoming Calls. | |
| % Answered (perAns) |
The number of Answered Calls as a percentage of All Calls. | |
| % Calls Causing Repeat Incoming (perRpCIn) |
The number of Calls Causing Repeat Incoming as a percentage of Incoming Calls. | |
| % Conference Calls (perConf) |
The number of Conference Calls as a percentage of All Calls. | |
| % Incoming Answered (perInAns) |
The number of Incoming Answered calls as a percentage of All Calls. | |
| % Incoming Calls (perIn) |
The number of Incoming Calls as a percentage of All Calls. | |
| % Incoming Parked (perInParkd) |
The number of Total Incoming Parked calls as a percentage of All Calls. | |
| % Incoming Unanswered (perInUnAns) |
The number of Incoming Unanswered calls as a percentage of All Calls. | |
| % Matched Calls (perContMatch) |
The number of Contact Matches as a percentage of All Calls. | |
| % Outgoing Answered (perOutAns) |
The number of Outgoing Answered as a percentage of Outgoing Calls. | |
| % Outgoing Calls (perOut) |
The number of Outgoing Calls as a percentage of All Calls. | |
| % Outgoing Parked (perOutParkd) |
The number of Total Outgoing Parked calls as a percentage of All Calls. | |
| % Outgoing Unanswered (perOutUnAns) |
The number of Outgoing Unanswered as a percentage of Outgoing Calls. | |
| % Parked (perParkd) |
The number of Total Parked as a percentage of All Calls. | |
| % Repeat Calls Incoming (perRpIn) |
The number of Repeat Calls Incoming as a percentage of Incoming Calls. | |
| % Short Answered Calls (perShort) |
The number of Short Answered Calls as a percentage of All Calls. | |
| % Unanswered (perUnAns) |
The number of Unanswered Calls as a percentage of All Calls. |
Call Totals (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| All Calls (inc. IC) (totCallsIncInt) |
The total number of calls including internal calls. | |
| Answered Calls (inc. IC) (totAnsIncInt) |
The total number of calls answered including internal calls. | |
| Conference Calls (inc. IC) (totConfIncInt) |
Total number of Conference calls including internal calls. | |
| Incoming Answered (inc. IC) (totInAnsIncInt) |
The total number of incoming calls answered including internal calls. | |
| Incoming Calls (inc. IC) (totInIncInt) |
The total number of incoming calls including internal calls. | |
| Incoming Unanswered (inc. IC) (totInUnAnsIncInt) |
The total number of incoming calls unanswered including internal calls. | |
| Internal Calls (totIntCalls) |
Total number of Internal Calls. | ✔ |
| Outgoing Answered (inc. IC) (totOutAnsIncInt) |
Total number of Outgoing calls answered including internal calls. | |
| Outgoing Calls (inc. IC) (totOutIncInt) |
Total number of Outgoing calls including internal calls. | |
| Outgoing Unanswered (inc. IC) (totOutUnAnsIncInt) |
Total number of Outgoing calls unanswered including internal calls. | |
| Short Answered Calls (inc. IC) (totShortIncInt) |
Total number of Short Answered calls including internal calls. | |
| Unanswered Calls (inc. IC) (totUnAnsIncInt) |
The total number of calls uunanswered including internal calls. |
Call Totals (%) (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Answered (inc. IC) (perAnsIncInt) |
The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC). | |
| % Incoming Answered (inc. IC) (perInAnsIncInt) |
The number of Incoming Answered (inc. IC) calls as a percentage of All Calls (inc. IC). | |
| % Incoming Calls (inc. IC) (perInIncInt) |
The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC). | |
| % Incoming Unanswered (inc. IC) (perInUnAnsIncInt) |
The number of Incoming Unanswered (inc. IC) calls as a percentage of All Calls (inc. IC). | |
| % Outgoing Answered (inc. IC) (perOutAnsIncInt) |
The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC). | |
| % Outgoing Calls (inc. IC) (perOutIncInt) |
The number of Outgoing Calls as a percentage of All Calls (inc. IC). | |
| % Outgoing Unanswered (inc. IC) (perOutUnAnsIncInt) |
The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC). | |
| % Unanswered (inc. IC) (perUnAnsIncInt) |
The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC). |
Report's Call Totals (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Total Abandoned (perTotInLost) |
The number of Abandoned Calls as a percentage of the Abandoned Calls for the report. | |
| % Total All Calls (perTotCalls) |
The number of All Calls as a percentage of the total number of All Calls on the report. | |
| % Total Answered Calls (perTotAns) |
The number of Answered Calls as a percentage of the total number of Answered Calls on the report. | |
| % Total Calls Causing Repeat Incoming (perTotRpCIn) |
The number of Calls Causing Repeat Incoming as a percentage of the total number of Calls Causing Repeat Incoming on the report. | |
| % Total Conference Calls (perTotConf) |
The number of Conference Calls as a percentage of the Conference Calls for the report. | |
| % Total Incoming Answered (perTotInAns) |
The number of Incoming Answered as a percentage of the total number of Incoming Answered on the report. | |
| % Total Incoming Calls (perTotIn) |
The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report. | |
| % Total Incoming Parked (perTotInParkd) |
The number of Total Incoming Parked as a percentage of the total number of Total Parked on the report. | |
| % Total Incoming Unanswered (perTotInUnAns) |
The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report. | |
| % Total Matched Calls (perTotContMatch) |
The number of Contact Matches as a percentage of the All Calls for the report. | |
| % Total Outgoing Answered (perTotOutAns) |
The number of Outgoing Answered as a percentage of the Outgoing Answered for the report. | |
| % Total Outgoing Calls (perTotOut) |
The number of Outgoing Calls as a percentage of the Outgoing Calls for the report. | |
| % Total Outgoing Parked (perTotOutParkd) |
The number of Total Outgoing Parked as a percentage of the total number of Total Parked on the report. | |
| % Total Outgoing Unanswered (perTotOutUnAns) |
The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report. | |
| % Total Parked (perTotParkd) |
The number of Total Parked as a percentage of the total number of Total Parked on the report. | |
| % Total Parked Abandoned (perTotParkdLost) |
The number of Total Parked Abandoned as a percentage of the total number of Total Parked on the report. | |
| % Total Repeat Calls Incoming (perTotRpIn) |
The number of Repeat Calls Incoming as a percentage of the total number of Repeat Calls Incoming on the report. | |
| % Total Short Answered Calls (perTotShort) |
The number of Short Answered Calls as a percentage of the Short Answered Calls for the report. | |
| % Total Unanswered Calls (perTotUnAns) |
The number of Unanswered Calls as a percentage of the total number of Unanswered Calls on the report. |
Report's Call Totals (%) (inc. IC) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Total All Calls (inc. IC) (perTotCallsIncInt) |
The number of All Calls (inc. IC) as a percentage of the total number of All Calls (inc. IC) on the report. | |
| % Total Answered Calls (inc. IC) (perTotAnsIncInt) |
The number of Answered Calls (inc. IC) as a percentage of the total number of Answered Calls (inc. IC) on the report. | |
| % Total Conference Calls (inc. IC) (perTotConfIncInt) |
The number of Conference Calls (inc. IC) as a percentage of the Conference Calls (inc. IC) for the report. | |
| % Total Incoming Answered (inc. IC) (perTotInAnsIncInt) |
The number of Incoming Answered (inc. IC) as a percentage of the total number of Incoming Answered (inc. IC) on the report. | |
| % Total Incoming Calls (inc. IC) (perTotInIncInt) |
The number of Incoming Calls (inc. IC) as a percentage of the Incoming Calls (inc. IC) for the report. | |
| % Total Incoming Unanswered (inc. IC) (perTotInUnAnsIncInt) |
The number of Incoming Unanswered (inc. IC) as a percentage of the total number of Incoming Unanswered (inc. IC) on the report. | |
| % Total Outgoing Answered (inc. IC) (perTotOutAnsIncInt) |
The number of Outgoing Answered (inc. IC) as a percentage of the Outgoing Answered (inc. IC) for the report. | |
| % Total Outgoing Calls (inc. IC) (perTotOutIncInt) |
The number of Outgoing Calls (inc. IC) as a percentage of the Outgoing Calls (inc. IC) for the report. | |
| % Total Outgoing Unanswered (inc. IC) (perTotOutUnAnsIncInt) |
The number of Outgoing Unanswered (inc. IC) as a percentage of the Outgoing Unanswered (inc. IC) for the report. | |
| % Total Short Answered Calls (inc. IC) (perTotShortIncInt) |
The number of Short Answered Calls (inc. IC) as a percentage of the Short Answered Calls (inc. IC) for the report. | |
| % Total Unanswered Calls (inc. IC) (perTotUnAnsIncInt) |
The number of Unanswered Calls (inc. IC) as a percentage of the total number of Unanswered Calls (inc. IC) on the report. |
Report's Service Level Totals (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Total Abandoned > SLOver (perTotInLostSlOver) |
The number of Abandoned > SLOver as a percentage of the Abandoned > SLOver for the report. | |
| % Total Abandoned ≤ SL1 (perTotInLostSl1) |
The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report. | |
| % Total Abandoned ≤ SL10 (perTotInLostSl10) |
The number of Abandoned ≤ SL10 as a percentage of the Abandoned ≤ SL10 for the report. | |
| % Total Abandoned ≤ SL11 (perTotInLostSl11) |
The number of Abandoned ≤ SL11 as a percentage of the Abandoned ≤ SL11 for the report. | |
| % Total Abandoned ≤ SL12 (perTotInLostSl12) |
The number of Abandoned ≤ SL12 as a percentage of the Abandoned ≤ SL12 for the report. | |
| % Total Abandoned ≤ SL2 (perTotInLostSl2) |
The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report. | |
| % Total Abandoned ≤ SL3 (perTotInLostSl3) |
The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report. | |
| % Total Abandoned ≤ SL4 (perTotInLostSl4) |
The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report. | |
| % Total Abandoned ≤ SL5 (perTotInLostSl5) |
The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report. | |
| % Total Abandoned ≤ SL6 (perTotInLostSl6) |
The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report. | |
| % Total Abandoned ≤ SL7 (perTotInLostSl7) |
The number of Abandoned ≤ SL7 as a percentage of the Abandoned ≤ SL7 for the report. | |
| % Total Abandoned ≤ SL8 (perTotInLostSl8) |
The number of Abandoned ≤ SL8 as a percentage of the Abandoned ≤ SL8 for the report. | |
| % Total Abandoned ≤ SL9 (perTotInLostSl9) |
The number of Abandoned ≤ SL9 as a percentage of the Abandoned ≤ SL9 for the report. | |
| % Total Answered > SLOver (perTotInAnsSlOver) |
The number of Answered > SLOver as a percentage of the Answered > SLOver for the report. | |
| % Total Answered ≤ SL1 (perTotInAnsSl1) |
The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report. | |
| % Total Answered ≤ SL10 (perTotInAnsSl10) |
The number of Answered ≤ SL10 as a percentage of the Answered ≤ SL10 for the report. | |
| % Total Answered ≤ SL11 (perTotInAnsSl11) |
The number of Answered ≤ SL11 as a percentage of the Answered ≤ SL11 for the report. | |
| % Total Answered ≤ SL12 (perTotInAnsSl12) |
The number of Answered ≤ SL12 as a percentage of the Answered ≤ SL12 for the report. | |
| % Total Answered ≤ SL2 (perTotInAnsSl2) |
The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report. | |
| % Total Answered ≤ SL3 (perTotInAnsSl3) |
The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report. | |
| % Total Answered ≤ SL4 (perTotInAnsSl4) |
The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report. | |
| % Total Answered ≤ SL5 (perTotInAnsSl5) |
The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report. | |
| % Total Answered ≤ SL6 (perTotInAnsSl6) |
The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report. | |
| % Total Answered ≤ SL7 (perTotInAnsSl7) |
The number of Answered ≤ SL7 as a percentage of the Answered ≤ SL7 for the report. | |
| % Total Answered ≤ SL8 (perTotInAnsSl8) |
The number of Answered ≤ SL8 as a percentage of the Answered ≤ SL8 for the report. | |
| % Total Answered ≤ SL9 (perTotInAnsSl9) |
The number of Answered ≤ SL9 as a percentage of the Answered ≤ SL9 for the report. |
Service Levels #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Abandoned > SLOver (totInLostSlOver) |
The total number of incoming calls abandoned outside service level. | |
| Abandoned ≤ SL1 (totInLostSl1) |
The total number of incoming calls abandoned inside service level 1. | |
| Abandoned ≤ SL10 (totInLostSl10) |
The total number of incoming calls abandoned inside service level 10. | |
| Abandoned ≤ SL11 (totInLostSl11) |
The total number of incoming calls abandoned inside service level 11. | |
| Abandoned ≤ SL12 (totInLostSl12) |
The total number of incoming calls abandoned inside service level 12. | |
| Abandoned ≤ SL2 (totInLostSl2) |
The total number of incoming calls abandoned inside service level 2. | |
| Abandoned ≤ SL3 (totInLostSl3) |
The total number of incoming calls abandoned inside service level 3. | |
| Abandoned ≤ SL4 (totInLostSl4) |
The total number of incoming calls abandoned inside service level 4. | |
| Abandoned ≤ SL5 (totInLostSl5) |
The total number of incoming calls abandoned inside service level 5. | |
| Abandoned ≤ SL6 (totInLostSl6) |
The total number of incoming calls abandoned inside service level 6. | |
| Abandoned ≤ SL7 (totInLostSl7) |
The total number of incoming calls abandoned inside service level 7. | |
| Abandoned ≤ SL8 (totInLostSl8) |
The total number of incoming calls abandoned inside service level 8. | |
| Abandoned ≤ SL9 (totInLostSl9) |
The total number of incoming calls abandoned inside service level 9. | |
| Answered > SLOver (totInAnsSlOver) |
The total number of Incoming Answered, answered outside service level. | |
| Answered ≤ SL1 (totInAnsSl1) |
The total number of Incoming Answered, answered inside service level 1. | |
| Answered ≤ SL10 (totInAnsSl10) |
The total number of Incoming Answered, answered inside service level 10. | |
| Answered ≤ SL11 (totInAnsSl11) |
The total number of Incoming Answered, answered inside service level 11. | |
| Answered ≤ SL12 (totInAnsSl12) |
The total number of Incoming Answered, answered inside service level 12. | |
| Answered ≤ SL2 (totInAnsSl2) |
The total number of Incoming Answered, answered inside service level 2. | |
| Answered ≤ SL3 (totInAnsSl3) |
The total number of Incoming Answered, answered inside service level 3. | |
| Answered ≤ SL4 (totInAnsSl4) |
The total number of Incoming Answered, answered inside service level 4. | |
| Answered ≤ SL5 (totInAnsSl5) |
The total number of Incoming Answered, answered inside service level 5. | |
| Answered ≤ SL6 (totInAnsSl6) |
The total number of Incoming Answered, answered inside service level 6. | |
| Answered ≤ SL7 (totInAnsSl7) |
The total number of Incoming Answered, answered inside service level 7. | |
| Answered ≤ SL8 (totInAnsSl8) |
The total number of Incoming Answered, answered inside service level 8. | |
| Answered ≤ SL9 (totInAnsSl9) |
The total number of Incoming Answered, answered inside service level 9. |
Service Level Totals (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Abandoned > SLOver (perInLostSlOver) |
The number of Abandoned > SLOver as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL1 (perInLostSl1) |
The number of Abandoned ≤ SL1 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL10 (perInLostSl10) |
The number of Abandoned ≤ SL10 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL11 (perInLostSl11) |
The number of Abandoned ≤ SL11 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL12 (perInLostSl12) |
The number of Abandoned ≤ SL12 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL2 (perInLostSl2) |
The number of Abandoned ≤ SL2 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL3 (perInLostSl3) |
The number of Abandoned ≤ SL3 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL4 (perInLostSl4) |
The number of Abandoned ≤ SL4 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL5 (perInLostSl5) |
The number of Abandoned ≤ SL5 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL6 (perInLostSl6) |
The number of Abandoned ≤ SL6 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL7 (perInLostSl7) |
The number of Abandoned ≤ SL7 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL8 (perInLostSl8) |
The number of Abandoned ≤ SL8 as a percentage of Incoming Calls. | |
| % Abandoned ≤ SL9 (perInLostSl9) |
The number of Abandoned ≤ SL9 as a percentage of Incoming Calls. | |
| % Answered > SLOver (perInAnsSlOver) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL1 (perInAnsSl1) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL10 (perInAnsSl10) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL11 (perInAnsSl11) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL12 (perInAnsSl12) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL2 (perInAnsSl2) |
The number of Answered ≤ SL2 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL3 (perInAnsSl3) |
The number of Answered ≤ SL3 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL4 (perInAnsSl4) |
The number of Answered ≤ SL4 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL5 (perInAnsSl5) |
The number of Answered ≤ SL5 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL6 (perInAnsSl6) |
The number of Answered ≤ SL6 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL7 (perInAnsSl7) |
The number of Answered ≤ SL7 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL8 (perInAnsSl8) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
| % Answered ≤ SL9 (perInAnsSl9) |
The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. |
User Effort #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Average User Effort (avgUsrEff) |
Average cumulative user time spent on calls (external calls only). | |
| Longest User Effort (maxUsrEff) |
The largest cumulative internal user resource spent on a single call (external calls only). | |
| Number Of Users (cntUsrEff) |
Total number of internal users involved in a call (external calls only). | |
| Shortest User Effort (minUsrEff) |
The shortest cumulative internal user resource spent on a single call (external calls only). | |
| Total User Effort (totUsrEff) |
Cumulative total of all internal users' time spent on a call (external calls only). | |
| Total User Effort (inc. IC) (totUsrEffIncInt) |
Cumulative total of all internal users' time spent on a call. | |
| Total User Effort Internal (totUsrEffInt) |
Cumulative total of all internal users' time spent on intercom calls. |
Filter Fields #
This section outlines which filter fields can be used on the Calls by Ring Time template.
| Field Name | Description |
|---|---|
| Abandoned | An incoming call that was not answered by a device/agent/user or relevant Mailbox/Voicemail. |
| Account ID | The ID of the communication system being monitored. |
| Account Name | The name of the communication system being monitored. |
| Agent Name | The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
| Agent Number | The Agent Number (Presence ID) of the Agent. |
| Answered | Indicates whether the call or call segment was answered or not (Yes or No). |
| Answering Agent Name | The name of the first agent that answered the call (if applicable). |
| Answering Agent Number | The number of the first agent that answered the call (if applicable). |
| Answering Device Name | The name of the first device the call was answered at. This will be empty if the call was not answered. |
| Answering Device Number | The number of the first device the call was answered at. This will be empty if the call was not answered. |
| Answering Group Name | The name of the first user group the call was answered at. This will be empty if the call was not answered. |
| Answering User Name | The name of the first user the call was answered by. This will be empty if the call was not answered. |
| Answering User Number | The number of the first user the call was answered by. This will be empty if the call was not answered. |
| Call Direction | The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. |
| Call Duration | The total duration for this call or call segment including ring, hold and talk durations. |
| Company Name | The company name of the matched contact. |
| Conference | The call was part of a conference. |
| Conference/Meeting Name | The conference or meeting name. |
| Conference/Meeting Number | The conference or meeting number. |
| Contact Matched | The call has one or more contact matches. |
| Contact Name | The full name of the matched contact. If there is no contact match, this will be the Caller ID Name. |
| Contact Tag 1 | The data from tag field 1 of the matching contact record for this call. |
| Contact Tag 10 | The data from tag field 10 of the matching contact record for this call. |
| Contact Tag 2 | The data from tag field 2 of the matching contact record for this call. |
| Contact Tag 3 | The data from tag field 3 of the matching contact record for this call. |
| Contact Tag 4 | The data from tag field 4 of the matching contact record for this call. |
| Contact Tag 5 | The data from tag field 5 of the matching contact record for this call. |
| Contact Tag 6 | The data from tag field 6 of the matching contact record for this call. |
| Contact Tag 7 | The data from tag field 7 of the matching contact record for this call. |
| Contact Tag 8 | The data from tag field 8 of the matching contact record for this call. |
| Contact Tag 9 | The data from tag field 9 of the matching contact record for this call. |
| CRM ID | The reference of the matched contact in an external CRM system. |
| Device Name | The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| Device Number | The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| DID Name/Presentation Name | The DID name or the presentation number name. |
| DID/Presentation Number | The DID number or the presentation number. |
| Direct Inward Dial | The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number. |
| The email address of the matched contact. | |
| First Rang Agent Name | The name of the first agent the call rang at. |
| First Rang Agent Number | The number of the first agent the call rang at. |
| First Rang Device Name | The name of the first device the call rang at. |
| First Rang Device Number | The number of the first device the call rang at. |
| First Rang Group Name | The name of the user group where the call first rang at. |
| First Rang User Name | The name of the first user the call rang at. |
| First Rang User Number | The number of the first user the call rang at. |
| Hold Time | The total time this call segment spent on hold. |
| Job Title | The job title of the matched contact. |
| Last Answering Agent Name | The name of the last agent that answered the call (if applicable). |
| Last Answering Agent Number | The number of the last agent that answered the call (if applicable). |
| Last Answering Device Name | The name of the last device the call was answered at. This will be empty if the call was not answered. |
| Last Answering Device Number | The number of the last device the call was answered at. This will be empty if the call was not answered. |
| Last Answering User Name | The name of the last user the call was answered by. This will be empty if the call was not answered. |
| Last Answering User Number | The number of the last user the call was answered by. This will be empty if the call was not answered. |
| Last Rang Agent Name | The name of the last agent the call rang at. |
| Last Rang Agent Number | The number of the last agent the call rang at. |
| Last Rang Device Name | The name of the last device the call rang at. |
| Last Rang Device Number | The number of the last device the call rang at. |
| Last Rang Group Name | The name of the user group where the call last rang at. |
| Last Rang User Name | The name of the last user the call rang at. |
| Last Rang User Number | The number of the last user the call rang at. |
| Number Type | The type (Local, National or International) for the Caller ID number. |
| Outgoing Caller ID | The telephone number presented on an outgoing call. |
| Outgoing Caller ID Name | The name presented on an outgoing call. |
| Outside Number | The telephone number associated with this call. This applies to external calls only. |
| Parked Time | The total time this call segment spent parked. |
| PBX Type | The type of PBX the call was made on. |
| PSTN Call | Flag to indicate that this is part of a PSTN call. |
| Queue Name | The name of the queue the current call segment was presented from. |
| Queue Number | The number of the queue the current call segment was presented from. |
| Ring Time | The ring duration of the call or call segment. |
| Route Path Name | The Contact Name with the addition of any route information which has been pre-pended by the PBX. |
| Route Path Number | The Outside Number with the addition of any route information which has been pre-pended by the PBX. |
| Short Answered | A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. |
| Short Ringing | A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| Short Ringing Outbound | A call is designated as Short Ringing when it is not answered, outbound and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| Start Time | The time the call or call segment started ringing. |
| Talk Time | The duration this call segment was in the answered state. |
| Trunk to Trunk | A call that includes both an incoming and outgoing trunks. |
| User Group Name | The name of the user's primary group. |
| User Name | The name of the user involved in the call or call segment. |
| User Number | The number of the user involved in the call or call segment. |