Base System Totals

This report contains summaries of data representing all phone data at the specified sites/systems. These include counts of your inbound, outbound, and internal calls, as well as calls that were answered, abandoned, sent to a Conference or Auto Attendant, or included a transfer, ringing, or voicemail event.

Please note that abandoned calls and answered calls will not add up to equal inbound calls. The two are not mutually exclusive; any call that contains a talking event will count as an answered call, while a call that ended in anything but a talking or voicemail event will count as abandoned. It is possible for a single call to be both answered and abandoned.

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Summary Descriptions


Total Calls

  • Shows a total of both inbound and outbound system calls combined.

Conference Calls

  • Shows the total number of system calls that included a conference event.

Answered Calls

  • Shows the total number of inbound phone calls that contained at least one talking event. These are inbound calls that were handled by a live agent.

Percent of Calls Answered

  • Shows the percentage of inbound calls that include at least one talking event, meaning they were answered by an agent.

Abandoned Calls

  • Shows the total number of abandoned calls for the system. An abandoned call is an inbound call that does not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.*

Percent of Calls Abandoned

  • Shows the percentage of calls that did not end in a talking or voicemail event, meaning they were abandoned.

Inbound Calls

  • Shows the total number of inbound calls that entered the phone system during the specified time frame.

Outbound Calls

  • Shows the total number of outbound calls that left the phone system during the specified time frame.

Internal Calls

  • Shows the total number of internal (extension to extension) calls that passed through the phone system during the specified time frame.

Intersite Calls

  • Shows the total number of intersite (between sites) calls during the specified time frame.

Note: This value will only apply to versions of Chronicall 3.4 and older.


Calls to AA

  • Shows the total number of Inbound calls that went to the Auto Attendant during the specified time frame.

Calls Ringing

  • Shows the total number of calls that contained a ringing event during the specified time frame.

Calls put on Hold

  • Shows the total number of calls that contained a hold event during the specified time frame.

Calls Transferred

  • Shows the total number of calls that contained a transfer event during the specified time frame.

Queued Calls

  • Shows the total number of calls that contained a queue event during the specified time frame.

Calls to Voicemail

  • Shows the total number of calls that contained a voicemail event during the specified time frame.

Auto Attendant Duration

  • Shows the total duration that callers spent in the Auto Attendant during the specified time frame.

Ringing Duration

  • Shows the total duration that callers spent in a ringing event during the specified time frame.

Hold Duration

  • Shows the total duration that callers spent on hold during the specified time frame.

Transfer Hold Duration

  • Shows the total duration that the callers spent in a Transfer HoldTransfer Hold - A hold event that is created while the agent is in the process of transferring the caller to another agent. for the specified time frame.

Queue Duration

  • Shows the total duration that calls spent in queue for the specified time frame.

Voicemail Duration

  • Shows the total duration that the callers spent in a voicemail event for the specified time frame.