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Column Descriptions

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Time Interval

Displays the time interval selected when running the report

*By default the time interval for this report is "Hours of Day." However, the desired time interval can be selected when running the report.

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Calls Presented

This shows the total number of calls in which the specified group was involved in at least one ringing or queue event, meaning the group had a chance to participate in the call. 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, you need the Custom Reports module.

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Presented Call

• This column does not look for talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
• An inbound call that goes directly to voicemail will not count as presented because it never rang at an agent's phone or entered a queue.

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Calls Answered

This shows the total number of inbound calls associated with the given group that contained at least one talking event. These are calls that were handled by a live agent.

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Calls Abandoned

Shows the total number of abandoned calls for the specified Hunt group

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Abandoned Calls

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.

Additionally, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call, again, because it ended in an event other than a talking or voicemail event.

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% Answered

Shows the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.

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%Abandoned

This shows the total percent of calls abandoned, meaning that the call ended in something other than a talking or voicemail event. This is calculated by dividing abandoned calls by presented calls, and is then displayed as a percent.

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Average Abandoned Wait Time

This shows the average duration that callers waited in the final event (queue, hold, park, ringing, or transfer hold) before they abandoned the call.

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Average Call Duration

Shows the average duration of all calls involving the specified group

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Max Abandoned Wait Time

Shows the maximum duration that callers waited in the final event (queue, hold, park, ringing, or transfer hold) before they abandoned the call

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Calls Lost within 10 sec

Shows the total number of calls that were abandoned within 10 seconds

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Calls Lost within 15 sec

Shows the total number of calls that were abandoned within 10 and 15 seconds

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Calls Lost within 30 sec

Shows the total number of calls that were abandoned within 15 and 30 seconds

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Calls Lost within 45 sec

Shows the total number of calls that were abandoned within 30 and 45 seconds

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Calls Lost within 60 sec

Shows the total number of calls that were abandoned within 45 and 60 seconds

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Calls Lost after 60 sec

Shows the total number of calls that were abandoned after 60 seconds