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Column Descriptions

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Total Calls

Shows the total number of inbound calls associated with the given caller ID

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Calls to Voicemail

Shows the total number of inbound calls associated with the given caller ID where the final event of the call was Voicemail

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Answered Calls

Shows the number of inbound calls associated with the given caller ID that contained at least one Talking event. These are calls that were handled by a live agent.

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Unanswered Calls

Shows the number of inbound calls associated with the given caller ID that did not contain at least one Talking event. These are calls that were never handled by a live agent.

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Abandoned Calls

Shows the number of inbound calls associated with the given caller ID that did not end in a Talking or Voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

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Percent Answered

Shows the percentage of calls associated with the given caller ID that include at least one Talking event, meaning they were answered by an agent. By default, this column will only include inbound calls, *but it can be set to include other call directions.

*To set to include other call directions requires the Custom Reports module

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Percent Unanswered

Shows the percentage of inbound calls associated with the given caller ID that did not include at least one Talking event, meaning they were never handled by a live agent.

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Percent Abandoned

Shows the percentage of calls associated with the given caller ID that did not end in a Talking or Voicemail event, meaning they were abandoned. By default, this column will only include inbound calls, *but it can be set to include other call directions.

*To set to include other call directions requires the Custom Reports module

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Avg Group Speed of Answer

Shows the average time it took for the agents in hunt groups to answer their phones when a call with the given caller ID 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.

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Avg Group Speed of Answer

• 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.

*To set to include other call directions or add additional events requires the Custom Reports module

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Avg Agent Speed of Answer

Shows the average time it took for agents to answer their phones when an Inbound call with the given caller ID came to them.

Speed of answer is defined as the total duration of Ringing events associated with an agent before a call's first Talking event.

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Avg Agent Speed of Answer

• This column only applies to Inbound calls.
• This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events. *To include these events, use Time to Answer.

*To set to include additional events requires the Custom Reports module

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Total Call Duration

Shows the total duration of all calls associated with the given caller ID.

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Avg Call Duration

Shows the average duration of all calls associated with the given caller ID.

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Total Talking Duration

Shows the total duration of all Talking events associated with the given caller ID.

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Avg Talking Duration

Shows the average duration of all Talking events associated with the given caller ID.

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Max Call Duration

Shows the maximum duration of all calls associated with the given caller ID.