Accepted Callback Count

This value shows the total number of scheduled queue callbacks accepted.

Note: This value requires the Multimedia Queue Callback module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Accepted Callback Count, see the Report Filter Criteria report.

Accepted Callback Percent

This value shows the percent of scheduled queue callbacks accepted by the given group.

For a list of filter definitions for Accepted Callback Percent, see the Report Filter Criteria report.

Actual Days in Timeframe

This value shows the number of days represented by the report.

Note: If the report timeframe includes a particular day after advanced settings and shifts are applied, that day will be included in this count. Days that are completely skipped by advanced time frame settings are not counted. For example, if your basic time frame spans two full weeks, but your shift excludes Saturdays and Sundays, the Actual Days in Time Frame will be ten days, not fourteen.

For a list of filter definitions for Actual Days in Time Frame, see the Report Filter Criteria report.

Actual Hours in Timeframe

This value shows the number of hours represented by the report.

Note: If the report time frame includes a particular hour after advanced settings and shifts are applied, that hour will be included in this count. Hours that are completely skipped by advanced time frame settings are not counted. For example, if your basic time frame spans a full day, but your shift excludes the hours before 9 AM and after 5 PM, the Actual Hours in Time Frame will be eight, not twenty-four.

For a list of filter definitions for Actual Hours in Time Frame, see the Report Filter Criteria report.

Actual Minutes in Timeframe

This value shows the number of minutes represented by the report.

Note: If the report time frame includes a particular minute after advanced settings and shifts are applied, that minute will be included in this count. Minutes that are completely skipped by advanced time frame settings are not counted. For example, if your basic time frame spans one full day, but your shift excludes the hours before 9 AM and after 5 PM, the Actual Minutes in Time Frame will be 480 (the number of minutes in eight hours), not 1,440 (the number of minutes in 24 hours).

For a list of filter definitions for Actual Minutes in Time Frame, see the Report Filter Criteria report.

Actual Seconds in Timeframe

This value shows the number of seconds represented by the report.

Note: If the report time frame includes a particular second after advanced settings and shifts are applied, that second will be included in this count. Seconds that are completely skipped by advanced time frame settings are not counted. For example, if your basic time frame spans one full day, but your shift only includes the hour of 9:00 AM, the Actual Seconds in Time Frame will be 3,600 (the number of seconds in one hour), not 86,440 (the number of seconds in 24 hours).

For a list of filter definitions for Actual Seconds in Time Frame, see the Report Filter Criteria report.

Callbacks Scheduled

This value shows the total number of Callbacks scheduled for the given timeframe.

For a list of filter definitions for Callbacks Scheduled, see the Report Filter Criteria report.

Discretionary Not Ready Time

This value shows the total length of time that agents, by their own doing, placed themselves in a state of "Not Ready."

"Not Ready" is a feature of the Multimedia module and is similar to a "Do Not Disturb" state. "Discretionary Not Ready" is when an agent is not ready to take a call and they place their phone in a state of "Not Ready," which prevents calls from being sent to them.*

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased or the Multimedia Voice license has not been assigned to the agent, the column will appear empty upon running the report.

For a list of filter definitions for Discretionary Not Ready Time, see the Report Filter Criteria report.

General Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents to answer their phones when an Inbound call 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. Specify one or more agents to only include Ringing events associated with those agents.

Note:

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 General Time to Answer.

For a list of filter definitions for General Agent Speed of Answer, see the Report Filter Criteria report.

General Answered Calls

This value 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.

For a list of filter definitions for General Answered Calls, see the Report Filter Criteria report.

General Auto Attendant Duration

This value shows the total, maximum, minimum, or average duration of all Auto Attendant events.

For a list of filter definitions for General Auto Attendant Duration, see the Report Filter Criteria report.

General Call Cost

This value shows the total cost of all calls, based on the selected Call Cost Profile and the total call duration of each call.

Call Cost is determined by the selected Call Cost Profile. Each profile can define a number of rate labels, which determine how much each call costs per second based on the external number of the call.

To learn more about Call Cost Profiles, please see this article.

For a list of filter definitions for General Call Cost, see the Report Filter Criteria report.

General Call Count

This value shows the total number of calls (inbound, outbound, internal) for the selected timeframe.

For a list of filter definitions for General Call Count, see the Report Filter Criteria report.

General Call Duration

This value shows the total, maximum, minimum, or average duration of calls.

For a list of filter definitions for General Call Duration, see the Report Filter Criteria report.

General Call Event Cost

This value shows the total cost of all calls based on the selected Call Cost Profile and the total duration of each selected event in each call.

Note: This value differs from General Call Cost because this field calculates based on event time, whereas General Call Cost calculates based on total call time.

To learn more about Call Cost Profiles, please see this article.

For a list of filter definitions for General Call Event Cost, see the Report Filter Criteria report.

General Dialing Duration

This value shows the total, maximum, minimum, or average duration of all dialing events.

For a list of filter definitions for General Dialing Duration, see the Report Filter Criteria report.

General Do Not Disturb Duration

This value shows the total, maximum, minimum, or average block of time agents spent in Do Not Disturb status.

For a list of filter definitions for General Do Not Disturb Duration, see the Report Filter Criteria report.

General Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type.

For a list of filter definitions for General Event Duration, see the Report Filter Criteria report.

General Extension Login Duration

This value shows the total, maximum, minimum, or average block of time agents spent logged in to an extension.

For a list of filter definitions for General Extension Login Duration, see the Report Filter Criteria report.

General Feature Count

This value shows the total number of features that were associated with the given agent/group. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: If we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the number of times that Steve went on Do Not Disturb within the given time frame.

For a list of filter definitions for General Feature Count, see the Report Filter Criteria report.

General Feature Duration

This value shows the total, maximum, minimum, or average block of time the given agent/group spent with the specified feature enabled. Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: If we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went on Do Not Disturb within the given time frame.

For a list of filter definitions for General Feature Duration, see the Report Filter Criteria report.

General Group Login Duration

This value shows the total, maximum, minimum, or average block of time agents spent logged into their groups.

For a list of filter definitions for General Group Login Duration, see the Report Filter Criteria report.

General Group Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the agents in hunt groups to answer their phones when a call 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.

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 General Time to Answer.

For a list of filter definitions for General Group Speed of Answer, see the Report Filter Criteria report.

General Hold Duration

This value shows the total, maximum, minimum, or average duration of all hold events.

For a list of filter definitions for General Hold Duration, see the Report Filter Criteria report.

General Idle Duration

This value shows the total, maximum, minimum, or average block of time agents spent in an idle state.

Note: An agent is considered to be idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND status and Group Login are not factored into the result.

For a list of filter definitions for General Idle Duration, see the Report Filter Criteria report.

General Inbound Call Count

This value shows the total number of inbound calls that entered the phone system during the specified time frame.

For a list of filter definitions for General Inbound Call Count, see the Report Filter Criteria report.

General Internal Call Count

This value shows the total number of internal calls that passed through the phone system during the specified time frame.

For a list of filter definitions for General Internal Call Count, see the Report Filter Criteria report.

General Max Calls In Queue

This value shows the largest number of calls associated with the given group that were simultaneously waiting in queue.

For a list of filter definitions for General Max Calls in Queue, see the Report Filter Criteria report.

General Missed Calls

This value shows the total number of calls where the given group was involved in a ringing or queue event, but not a talking event, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

A single call that rang two different times for the same group but was answered once will count as an answered call, not a missed call.
Calls that were answered by a second group after being missed by the first group will still count as missed for the first group, even though the call itself was eventually answered.
In order for a group to miss or answer a call, the call must first be presented to the group. An inbound call that goes directly to voicemail will not count as presented or missed because it never rang at any agent's phone or entered a queue.

For a list of filter definitions for General Missed Calls, see the Report Filter Criteria report.

General Outbound Call Count

This value shows the total number of outbound calls that left the phone system during the specified time frame.

For a list of filter definitions for General Outbound Call Count, see the Report Filter Criteria report.

General Park Duration

This value shows the total, maximum, minimum, or average duration of all park events.

A park event is similar to a hold event. If an agent places a caller on hold, only that agent can take the caller off of the hold event. A park is similar; however, if an agent places a caller on park, anyone in the agent's group can take that caller off of park.

For a list of filter definitions for General Park Duration, see the Report Filter Criteria report.

General Percent of Calls Abandoned

This value shows the percentage of calls 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.

For a list of filter definitions for General Percent of Calls Abandoned, see the Report Filter Criteria report.

General Percent of Calls Answered

This value shows the percentage of calls 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.

For a list of filter definitions for General Percent of Calls Answered, see the Report Filter Criteria report.

General Percent of Calls Lost In Queue

This value shows the percentage of inbound calls where the caller reached a queue and hung up before being answered by an agent.

Note: Lost in Queue means calls abandoned while waiting in queue.

For a list of filter definitions for General Percent of Calls Lost in Queue, see the Report Filter Criteria report.

General Percent of Missed Calls Returned

This value shows the percent of inbound calls that were not answered that were returned in the given time frame.

An unanswered inbound call is considered returned if:

The calling party called back a second time and that call was answered

There was an external call to the same number that the missed call came from within the time frame.

Note: You can configure criteria for the matching of external numbers, so a missed call from 801-555-5555 can match an outbound call to 91801-555-5555.

For a list of filter definitions for General Percent of Missed Calls Returned, see the Report Filter Criteria report.

General Rate by Call Duration

This value shows a dollar amount (call cost) based on the call's duration in minutes multiplied by the specified rate.

To learn more about Call Cost Profiles, please see this article.

For a list of filter definitions for General Rate by Call Duration, see the Report Filter Criteria report.

General Rate by Event Duration

This value shows a dollar amount (call cost) based on the duration of the specified event types in minutes multiplied by the specified rate.

To learn more about Call Cost Profiles, please see this article.

For a list of filter definitions for General Rate by Event Duration, see the Report Filter Criteria report.

General Ready Duration

This value shows the total, maximum, minimum, or average block of time agents spent in a ready state for a group.

An agent is considered to be ready for a hunt group when he/she is able to receive the group's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the group.

For a list of filter definitions for General Ready Duration, see the Report Filter Criteria report.

General Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events.

For a list of filter definitions for General Ringing Duration, see the Report Filter Criteria report.

General Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events.

For a list of filter definitions for General Talking Duration, see the Report Filter Criteria report.

General Time to Answer

This value shows the total, maximum, minimum, or average time it took for inbound calls to be answered.

Time to Answer is defined as the time between the call reaching the phone system and the first talking event of the call.

Note:

This column only applies to inbound calls.
By default, this column includes Auto Attendant events and other events that are not associated with any particular agent or group.

For a list of filter definitions for General Time to Answer, see the Report Filter Criteria report.

General Transfer Hold Duration

This value shows the total, maximum, minimum, or average duration of all transfer hold events.

For a list of filter definitions for General Transfer Hold Duration, see the Report Filter Criteria report.

General Unanswered Call Count

This value shows the total number of inbound calls that entered the phone system but did not contain at least one talking event during the specified time frame. These are inbound calls that were never handled by a live agent.

For a list of filter definitions for General Unanswered Call Count, see the Report Filter Criteria report.

General Voicemail Duration

This value shows the total, maximum, minimum, or average duration of all voicemail events.

For a list of filter definitions for General Voicemail Duration, see the Report Filter Criteria report.

Max Agents Logged in to Multimedia

This value shows the largest number of agents simultaneously logged in to the given Multimedia skill.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Max Agents Logged in to Multimedia, see the Report Filter Criteria report.

Max Agents with Skill Enabled

This value shows the largest number of agents simultaneously enabled in a multimedia skill.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Max Agents with Skill Enabled, see the Report Filter Criteria report.

Max Calls in Queue Callback

This value shows the largest number of calls that were simultaneously waiting in queue.

For a list of filter definitions for Max Calls in Queue Callback, see the Report Filter Criteria report.

Minimum QCB Ports Needed

QCB stands for Queue Call Back. This value shows the minimum number of Queue Callback ports needed.

For a list of filter definitions for Minimum QCB Ports Required, see the Report Filter Criteria report.

Multimedia ACW Duration

This value shows the total, maximum, minimum, or average amount of time that the given agent(s)/group(s) were in a state of ACW.

Upon finishing a call, a Multimedia Voice agent will be placed into a state known as ACW or After Call Work. This allows the agent to finish any necessary work for their last call before they are sent a new call.

The ACW is a screen pop that will appear on the agent's screen and will display a countdown until the ACW state is automatically turned off making the agent available to receive calls. The ACW screen pop can be configured for a default amount of time (typically 30 seconds). If the default amount is insufficient, the agent can "snooze" the ACW, which means that it will provide them additional time to finish up the call work.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia ACW Duration, see the Report Filter Criteria report.

Multimedia Login Duration

This value shows the total, maximum, minimum, or average block of time the agent(s)/group(s) spent logged in to the specified Multimedia skill(s).

For a list of filter definitions for Multimedia Login Duration, see the Report Filter Criteria report.

Multimedia MCW Duration

This value shows the total, maximum, average, or minimum duration that the given group spent in a state of MCW (Missed Call Work).

MCW (Missed Call Work) Duration is the state that your agent will be put in when they are presented a call within a skill and do not answer.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased then the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia ACW Duration, see the Report Filter Criteria report.

Multimedia User Ready Duration

This value shows the total, maximum, minimum, or average block of time the multimedia user(s) spent in a Ready state for the specified group or groups. An user is considered to be Ready for a skill when he/she is able to receive the group's calls. Specifically, this means the user is not in DND status, is not currently involved in a call, and is logged into the group.

Note: This value requires the Multimedia module. If this value is added to a report and the module has not been purchased or the license has not been assigned to the agent(s), then the column will appear empty as a result upon running the report.

For a list of filter definitions for Multimedia User Ready Duration, see the Report Filter Criteria report.

Percent of Calls Scheduling Callback

This value show the percent of calls that scheduled a callback when the callback option was offered.

For a list of filter definitions for Percent of Calls Scheduling Callback, see the Report Filter Criteria report.

Row Count

This value shows the total number of rows found on the report.

For a list of filter definitions for Row Count, see the Report Filter Criteria report.

Skill Enabled Duration

This value shows the total, maximum, minimum, or average duration that the Multimedia Voice agent(s) are enabled (logged into) a Multimedia skill.

For a list of filter definitions for Skill Enabled Duration, see the Report Filter Criteria report.

Skill Handled Duration

This value shows the total duration of inbound calls with a talking event for a Multimedia skill.

For a list of filter definitions for Skill Handled Duration, see the Report Filter Criteria report.

Time to Accepted Callback

This value shows the Total, Maximum, Minimum, or Average time that it took for scheduled callbacks to accept the callback.

Note: This value requires the Multimedia Queue Callback module. If this value is added to a report and the module has not been purchased or configured then the column will appear empty as a result upon running the report.

For a list of filter definitions for Time to Accepted Callback, see the Report Filter Criteria report.

Time to First Callback

This value shows the Total, Maximum, Minimum, or Average time that it took for Chronicall to make the first attempt to call the scheduled callbacks.

For a list of filter definitions for Time to First Callback, see the Report Filter Criteria report.

Unaccepted Callback Count

This values shows the total number of scheduled callbacks that went unaccepted by the client when Chronicall made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Count, see the Report Filter Criteria report.

Unaccepted Callback Percent

This values shows the percent of scheduled callbacks that went unaccepted by the client when Chronicall made the attempt to call them back.

For a list of filter definitions for Unaccepted Callback Percent, see the Report Filter Criteria report.

User Ready Duration

This value shows the total, maximum, minimum, or average duration of time that the given user(s) are in a state of "ready", meaning that the agent was "ready" to take a call.

For a list of filter definitions for User Ready Duration, see the Report Filter Criteria report.