Realtime Count Definitions

Realtime Count Definitions

Call Count: Shows the total number of calls (inbound, outbound, internal) associated with the given agent/group.

Calls Placed: Provides the number of calls placed by the Calling Agent. A placed call may be Outbound or Internal and must be connected (talking).

Connected Calls: Provides the number of connected (talking) calls directed to the specified group/queue.

Direct Calls: Provides the number of inbound calls that were answered before going to the Auto Attendant. (Direct to agent)

Do Not Disturb Count: Provides the number of times the agent entered a Do Not Disturb status.

Event Count: Shows the total, maximum, or minimum number of specified events associated with the given agent/group.

Event Count Per Call: Provides the total, maximum, minimum, or median number of specified events per call.

Extension Login Count: Provides the number of agents logged into the phone system.

Group Login Count: Provides the number of agents logged into a particular group/queue

Handled Calls: Provides the number of calls handled by the specified Receiving Agent. A call is considered handled when an agent is talking.

Idle: Shows the number of selected agents that are idle.

Inbound Calls Answered: Provides the total, maximum, or minimum number of inbound calls that were answered by the specified agent/group.

Inbound Calls Presented: Shows the total number of inbound calls in which the given agent/group was involved in at least one Ringing event, meaning the agent had a chance to participate in the call.
Internal Calls: Provides the total, maximum, or minimum number of internal (extension to extension) calls.

• Missed Calls (Agent Level): Shows the number of calls that presented to the indicated Agent/Group but were not answered by the indicated Agent/Group. This value is sometimes known as “Ring no Answer”.
• A single call that rang multiple different times for the same agent/group but was only answered once will count as an answered call, not a missed call
• Calls that were answered by a second agent/group after being missed by the first agent/group will still count as missed for the first agent/group, even though the call itself was eventually answered.
• In order for an agent/group to miss or answer a call, the call must first be presented to the agent/group. An inbound call that goes directly to an agent’s/group’s voicemail will not count as presented or missed because it never rang the agent’s/group’s phone.

Outbound Call Attempts: Provides the total, maximum, or minimum number of outbound calls attempted by the given agent/group.

Outbound Calls Connected: Provides the total, maximum, or minimum number of connected outbound calls for the given agent/group.

Presented Calls: Provides the total, maximum, or minimum number of calls presented to the specified Receiving agent/group (Initial Agent). A call is considered presented when it rings the agent/group. This will only count calls to the initial agent/group.

Queued Calls: Provides the number of queued calls directed to the specified group/queue. Can show a total of calls in queue for the specified amount of time. Can also show as a live count.

Ready Count: Provides the number of selected agents that are ready to take calls for a specified group/queue.

UCCX User Ready Count (Cisco): Provides the number of selected UCCX agents that are ready to take calls for a specified group/queue.