Report Filter Criteria

When working with the Chronicall Custom Reports module, you will have the option to adjust the value criteria to have it reflect exactly what you would like to see. Each value will have required criteria that must be filled in. Listed below is a comprehensive list of additional, optional value criteria options.

GENERAL/REQUIRED CRITERIA

General Criteria is optional, however, there are also "Required" items found in this list. The "Required" items will only be used when it pertains to value in question.

Calculation

Shows the total, maximum, minimum, or average of the specified value.

Call Cost Profile

This criteria is used to specify which call-accounting settings to use for this field. A call cost profile is a set of rules that determine how much to charge per minute of each call. It allows you to specify different rates for different external phone numbers, which are usually matched up by area code. Call Cost Profiles must be configured before they can be used. This can be done by clicking on the “...” button for the criteria, and then hitting “Add.” Once a profile is configured, it can be selected from the drop down menu for the criteria.

Column Header

This is what will be displayed on the report in the column header for this value. (i.e., Name of value in column header)

Column Thresholds

Here you can set a threshold on the value itself to change the color of the text or background in the column when the threshold is met.

Column Width

This will determine how wide the column is on the report.

Show Percent Not Abandoned

By default this is set to false, which will allow the value to show the percentage of calls that were abandoned. Setting this filter to true instead will change the value to show the percentage of calls that were not abandoned.

Time Intervals

This will default in all values to be the same as the time-frame that is selected before you run the report. However, you may want to add a value twice to a report, once to see the value that is selected before running the report and once that will show this value from last week, month, or year. In order to achieve that you would change the time-frame for this specific value on the report here.

FEATURE CRITERIA

Feature Criteria is optional.

Feature Duration

This pertains to the ability to report based on the feature's (value's) duration by using standard mathematical inequalities (greater than, less than, etc.). Any events that fit your criteria will be included. The Between option is inclusive, meaning that a range of 30-60 seconds will include the duration of both 30 and 60 seconds, as well as everything in between.

Feature Enabled

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section. While set to true, this filter will include the duration of an agent's specified features. Setting this filter to false instead will include the time when an agent did not have the specified status.

Feature Type

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

Do Not Disturb:

When set, Do Not Disturb sends all callers to the agent's voicemail or gives them a busy signal. Calls that are already connected to the agent will not be affected. Calling parties that have been added to an exception list will bypass Do Not Disturb status.

Extension Login:

Agents can log in and out of their extensions, and Chronicall logs this behavior. This feature can be useful when a phone is shared by more than one agent. When an agent is logged out, their incoming calls are directed to the agent's voicemail. Callers are given a busy signal if voicemail is disabled.

Follow Me Here:

Follow Me Here allows agents to forward their calls to other extensions, but if the call is not answered there, the call will be treated as if it had been missed at the original extension. This means that a missed call will still be sent to the original agent's voicemail or forwarding number. This feature is useful when an agent needs to move to a meeting room or another agent's desk and still wants to receive their calls. Follow Me will not work between two different systems in a multi-site network. Follow Me Here can be set from the agent's destination. The number attached to this status and stored in Value 1 will be the agent's original extension.

Follow Me To:

Follow Me To can be set from the agent's original location. The number attached to this status and stored in Value 1 will be the agent's destination extension.

Forward Busy Number:

A forward status automatically sends incoming calls to a different internal or external number based on certain criteria. Forward Busy Number is the phone number to be used by the Forward on Busy status. This number will override Forward Number.

Forward Hunt Group Calls:

Forward Hunt Group Calls will forward calls that come to the agent from a hunt group.

Forward Number:

Forward Number is the phone number to be used by all forward options. Some forward options will use the Forward Busy Number first, if available.

Forward on Busy:

Forward on Busy will forward calls that come to the agent while the agent is already on a call. This option will use the Forward Busy Number if available; otherwise, it uses the Forward Number.

Forward on No Answer:

Forward on No Answer will forward calls that are not answered by the agent. This option will use the Forward Busy Number if available; otherwise, it uses the Forward Number.

Forward Unconditional:

Forward Unconditional will forward all calls.

Group Login:

Agents can log in and out of multiple groups, and Chronicall logs this behavior. Being logged in to a group allows an agent to receive the group's calls. The group name and extension will be stored in Value 1 of this feature.

Idle:

An Idle status simply means that the agent is logged in to their extension and is not currently on a call.

Ready:

An agent is considered Ready to receive a hunt group's calls when they are logged in to their extension, logged in to the group, not on Do Not Disturb status, and not currently on a call. The group name and extension will be stored in Value 1 of this feature.

Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls. This event-level filter will only include events that were associated with the specified group. If you select multiple groups, this filter will include events involving any of the selected groups.

Logged In

This filter only appears in the Group Login Duration column of Agent, None, and time-based reports (Day, Hour, etc.). It allows you to count up the time an agent spent logged in to or out of a certain group. While set to true, this filter will add up the total time an agent spent logged in. Setting this filter to false instead will add up the time the agent spent logged out.

Value 1

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section. Currently, Value 1 is only used by the Group Login, Ready, and Follow Me features, but future updates may expand this functionality to include more features. This filter will only include agent states that have the specified value in Value 1.

Value 2

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section. Value 2 is not currently used by any agent feature, but it may be used in the future as more features are added to Chronicall. This filter will only include agent states that have the specified value in Value 2.

System ID

This criteria is intended for Legacy VersionsLegacy Versions - Version 3.4 and older of Chronicall. of Chronicall and is not relevant for new installations after 1 July 2014* The system ID is a name or number representing which phone system a call passed through. Most agents only have one site, meaning all calls will have the same system ID, but if Chronicall collects data from multiple sites, each site will tag their calls with their ID. This filter will only include calls that have the specified system ID. If you select multiple IDs, this filter will include calls with any of the selected IDs. Use this filter to find calls from certain sites.

EVENT LEVEL

Event Level criteria is optional.

Event Type

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This event-level filter will only include events that match the specified event type. If you select multiple event types, this filter will include all of the selected event types.

Common event types include:

  • Auto Attendant - This is most generally the machine that answers each call into the organization with options to press for the customer to get to where they want to go.
  • Conference - This is when more than 2 parties are joined to the same call.
  • Dialing - The event of dialing a number to call.
  • Hold - The event of putting a party on hold during a call.
  • Park - The event of putting a party in a park state during a call.

*Note: A park event is similar to a hold event. In a hold event, only the answering agent can place or take the calling party on or off of hold. However, in a park event, anyone in the answering agent's group can take the calling party off of the park event.

  • Overflow - Having a call roll from one group to another due to parties not being available to answer.
  • Queue - The event of a calling party waiting to be answered in a group while sitting in a queue.
  • Ringing - The event of the call when an agent's phone is ringing.
  • Talking - The event of the call when the External PartyExternal Party - An External Party (or External Number) is a number that has origins from outside of your phone system and internal party are talking.
  • Transfer - The event of a call being transferred somewhere else.
  • Transfer hold - The event of the call when a caller is put on hold prior to a transfer.
  • Voicemail - The event of the call when the caller is leaving a message to a voicemail box.

Event Type Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This event-level filter will include all events except for those that match the specified event type. If you select multiple event types, this filter will exclude events that match any of the selected event types. Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Group

This call level filter will only include calls that had events associated with the selected phone system group(s).

Group Does Not Equal

This call level filter will exclude calls that had events associated with the selected phone system group(s).

Queue Event Type

This filter will only include calls that were associated with the selected queue event(s).
Requires Multimedia module

Queue Event Type Does Not Equal

This filter will exclude calls that were associated with the selected queue event(s).
Requires Multimedia module

Role

This call level filter will only include calls that had events associated with the selected RolesRoles - Chronicall User Roles provide a way to create customized Chronicall groups separate from the phone system Hunt/Groups.. (See User Roles)

Tag

This event level filter will only include events that are associated with the selected TagsTags - Tags are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. They are configured within the Avaya Voicemail Pro..

CALL LEVEL

Call Level criteria is optional.

Account Codes Contain

This call level filter will only include calls that had been tagged with any of the selected account codes. (See Account Codes)

Account Codes Contain All

This call level filter will only include calls that have been tagged with all of the selected account codes (See Account Codes)

Account Codes Do Not Contain

This call level filter will exclude all calls that had been tagged with any of the selected account codes. (See Account Codes)

Call Direction

This refers to how the call originated in your phone system

  • Inbound - When an External PartyExternal Party - An External Party (or External Number) is a number that has origins from outside of your phone system calls you. The call originates outside of your system and comes into your phone system.
  • Outbound - When you call an External PartyExternal Party - An External Party (or External Number) is a number that has origins from outside of your phone system. The call originates inside your system but goes outside of your system.
  • Internal - When you dial another person by their extension in the organization. The call originates in your system but stays in your system. (Extension to extension)
  • Intersite This is very uncommon and is there for Legacy VersionsLegacy Versions - Version 3.4 and older of Chronicall. prior to Chronicall release 3.6 - Intersite calls occur when a call starts in one of your phone systems and connects to another system on the same network. You will only see intersite calls if you have set up Chronicall to record data from multiple locations.

Call Direction Does Not Equal

This call-level filter will include all calls except for those that have the specified call direction. If you select multiple call directions, this filter will exclude calls with any of the selected directions.

Call Does Not Include All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will exclude all calls that have all the specified events. If you select multiple events, this filter will exclude calls with all of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call. This call-level filter will include all calls except for those that have the specified calling party. Use this filter to exclude calls from certain numbers or area codes. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will include all calls except for those that have the specified events. If you select multiple events, this filter will exclude calls with any of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls. This call-level filter will include all calls except for those that have the specified external parties. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Group

Groups are collections of agents that handle similar tasks and answer the same kind of incoming calls. (I.e., Hunt/Work Groups) This call-level filter will include all calls except for those that were associated with the specified group. For example, calls that were answered by, transferred to, or missed by the group will be excluded. If you select multiple groups, this filter will exclude calls associated with any of the selected groups.

Call Does Not Include Local Party

In most cases, the list of local parties is the same as the list of agents. This call-level filter will include all calls except for those that involve the specified agent. For example, calls that were answered by, transferred to, or missed by the agent will be excluded. If you select multiple agents, this filter will exclude events involving any of the selected agents. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Queue Event

Requires Multimedia module
This filter will exclude calls that were associated with the selected queue event(s).

Call Does Not Include Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another. This call-level filter will include all calls except for those that have the specified receiving parties. Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first. This call-level filter will include all calls except for those that have the specified tags. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Duration

The call duration is the total length of a call from beginning to end. This call-level filter can compare each call duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Call Includes All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls that have all of the specified events.

Call Includes Any Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls that have one or more of the specified events.

Call Includes Any Queue Event

Requires Multimedia module
This filter will only include calls that were associated with the selected queue event(s).

Call Includes Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call. This call-level filter will only include calls that have the specified calling party. Use this filter to find calls from certain numbers or area codes.

Call Includes External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls. This call-level filter will only include calls that have the specified external parties.

Call Includes Group

This call level filter will only include calls that had events associated with the selected group(s) (I.e., Hunt/Work Groups).

Call Includes Local Party

In most cases, the list of local parties is the same as the list of agents. This call-level filter will only include calls that involve the specified agent. For example, calls that were answered by, transferred to, or missed by the agent will be included. If you select multiple agents, this filter will include events involving any of the selected agents.

Call Includes Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another. This call-level filter will only include calls that have the specified receiving parties.

Call Includes Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first. This call-level filter will only include calls that have the specified tags.

Caller ID

Each inbound call has a caller ID attached to it. The caller ID is usually the name of the business or the city and state where the call is coming from. In Cradle to Grave, the caller ID appears in brackets next to the calling party number on the top line of a call. This call-level filter will only include calls that have the specified caller IDs.

Calling Party Number

The calling party number is the phone number of the person or business who called the receiving party. Each inbound call has a single calling party number. In Cradle to Grave, this is the number that appears next to the caller ID on the top line of a call. This call-level filter will only include calls that have the specified calling party number. Please note that only inbound calls contain calling party numbers; outbound and internal calls will not be included in a column that uses this filter.

Dialed Party Number

The Dialed Party number, also known as the DNIS, is the number that a caller dialed to eventually reach the receiving party. This number is sent to Chronicall from the service provider and appears in square brackets next to an inbound call's receiving party in Cradle to Grave. A call made directly to a agent's extension (DID) can also appear in this field. This call-level filter will only include calls that have the specified dialed party number. Please note that only inbound calls contain dialed party numbers; outbound and internal calls will not be included in a column that uses this filter.

Event Duration

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This event-level filter can compare each event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Event Sequence Does Not Match

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will include all calls except for those with events that appear in the order you specify. These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop. Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Event Sequence Matches

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls with events that appear in the order you specify. These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop.

Filtered Call Does Not Include All Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will exclude all calls that have all the specified events. If you select multiple events, this filter will exclude calls with all of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Filtered Call Does Not Include Any Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will include all calls except for those that have the specified events. If you select multiple events, this filter will exclude calls with any of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Filtered Call Includes All Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls that have all of the specified events.

Filtered Call Includes Any Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls that have one or more of the specified events.

Final Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will only include calls that have the specified event listed as the last event of the call before it was dropped. This can be useful for finding out how many calls were dropped while the caller was waiting in a queue or listening to the auto attendant. Please note that if the final event has already been filtered out of a call at the event level, this filter will not include the call.

Final Event Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended. This call-level filter will include all calls except for those that have the specified event listed as the last event of the call before it was dropped. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them. Please note that if the final event has already been filtered out of a call at the event level, this filter will not include the call.

Final Group

This call level criterion will only include calls whose last interaction with any group was with the selected group(s). The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group.

Final Group Does Not Equal

This call level criterion will exclude calls whose last interaction with any group was with the selected group(s). The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Group Speed of Answer

Shows the total, maximum, minimum, or average time it took for the agents in hunt groups to answer their phones when a call with the given account code came to their group. Group speed of answer is defined as the total duration of the Ringing and Queue events associated with the group or the agents in the group before the call's first Talking event. Specify one or more groups to only include Ringing and Queue events associated with those groups.

Please note:

  • By default, this column only applies to Inbound calls. It can be set to look at other call directions.
  • This column only concerns events associated with an agent or group. It does not include events that have no particular agent or group association, such as Auto Attendant events. To include these events, use Time to Answer.

Initial Agent

An agent is an agent on the phone system. This call-level filter will only include calls that have the specified agent listed as the first agent on the call. Please note that if the initial agent has already been filtered out of a call at the event level, this filter will not include the call.

Initial Agent Does Not Equal

An agent is an agent on the phone system. This call-level filter will exclude calls that have the specified agent listed as the first agent on the call.

Initial Group

This call level criterion will only include calls whose first interaction with a group was with the selected group(s). The initial group is computed by looking at each event in the call, starting with the first event. The initial group is the group associated with the first event that is associated with any group.

Initial Group Does Not Equal

This call level criterion will exclude calls whose first interaction with a group was with the selected group(s). The initial group is computed by looking at each event in the call, starting with the first event. The initial group is the group associated with the first event that is associated with any group. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Is Call Abandoned

An abandoned call is an inbound call whose final event is not Talking or Voicemail. This most likely means that the caller dropped the call while waiting in a queue or on hold. While set to true, this call-level filter will only include calls that are considered abandoned. Setting this filter to false instead will only include calls that were not abandoned.

Is Call Answered

An answered call is an inbound call that includes a Talking event. This means an agent picked up the phone and spoke to the caller. While set to true, this call-level filter will only include calls that are considered answered. Setting this filter to false instead will only include calls that were not answered.

Is Call Conferenced

A conference call is one that involves multiple agents simultaneously. While set to true, this call-level filter will only include conference calls. Setting this filter to false instead will exclude conference calls.

Is Call Recorded

A recorded call is a call that has been paired with a recording by Recording Library. These recordings will appear as play buttons to the far right of a call in Cradle to Grave. While set to true, this call-level filter will only include calls that have at least one recording attached to them. Setting this filter to false instead will only include calls that were not recorded.

Rate Label

This call level criterion will only include calls that fit into the selected rate label(s). Rate labels are defined in the Call Cost Profile, and only include calls that meet the number-matching criteria that is defined in the Call Cost Profile settings. Each rate label has a name, a set of numbers that it will match, and a rate per minute.

Speed of Answer

Speed of answer is the time it took for an agent or hunt group to answer the phone when it started ringing or, in a group report, when it entered the queue. It does not include talking time, transfers, or any other events. This filter will only appear in Agent and Group reports and applies to the report type it appears in; for instance, when Speed of Answer appears in an Agent report, it means Agent Speed of Answer. This call-level filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

System ID

This criteria is intended for Legacy VersionsLegacy Versions - Version 3.4 and older of Chronicall. of Chronicall and is not relevant for new installations after 1 July 2014 - The system ID is a name or number representing which phone system a call passed through. Most agents only have one site, meaning all calls will have the same system ID, but if Chronicall collects data from multiple sites, each site will tag their calls with their ID. This filter will only include calls that have the specified system ID. If you select multiple IDs, this filter will include calls with any of the selected IDs. Use this filter to find calls from certain sites.

System ID Does Not Equal

This criteria is intended for Legacy VersionsLegacy Versions - Version 3.4 and older of Chronicall. of Chronicall and is not relevant for new installations after 1 July 2014 - The system ID is a name or number representing which phone system a call passed through. Most agents only have one site, meaning all calls will have the same system ID, but if Chronicall collects data from multiple sites, each site will tag their calls with their ID. This filter will exclude calls that have the specified system ID. If you select multiple IDs, this filter will exclude calls with any of the selected IDs. Use this filter to find calls that are not from certain sites. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Time to Answer

Time to Answer is the time it took for a call to be answered, including ringing time, queue time, and time spent with the auto attendant. This call-level filter can compare each call's time to answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Trunk

A trunk is an external line used by a call. Each trunk contains multiple channels. A trunk, including all of its channels, can be referenced with a trunk number, which is usually a small integer like 1 or 2. Add a period and a channel number (1.3, for instance) to specify a specific channel. This call-level filter will only include calls that used the specified trunk or channel.