Base System Totals

This report contains summaries of data representing all phone data at the specified sites/systems. These include counts of your inbound, outbound, and internal calls, as well as calls that were answered, abandoned, sent to a Conference or Auto Attendant, or included a transfer, ringing, or voicemail event.

Please note that abandoned calls and answered calls will not add up to equal inbound calls. The two are not mutually exclusive; any call that contains a talking event will count as an answered call, while a call that ended in anything but a talking or voicemail event will count as abandoned. It is possible for a single call to be both answered and abandoned.

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Summary Descriptions

Total Calls

Shows a total of both inbound and outbound system calls combined.

Conferenced Calls

Shows the total number of system calls that included a conference event.

Answered Calls

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.

Percent of Calls Answered

Shows the percentage of inbound calls that include at least one talking event, meaning they were answered by an agent.

Abandoned Calls

Shows the total number of abandoned calls for the system. 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.*

Percent of Calls Abandoned

Shows the percentage of calls that did not end in a talking or voicemail event, meaning they were abandoned.

Inbound Calls

Shows the total number of inbound calls that entered the phone system during the specified timeframe.

Outbound Calls

Shows the total number of outbound calls that left the phone system during the specified timeframe.

Internal Calls

Shows the total number of internal (extension to extension) calls that passed through the phone system during the specified timeframe.

Intersite Calls

Shows the total number of intersite (between sites) calls during the specified timeframe.

Note: This value will only apply to versions of Chronicall 3.4 and older.

Calls to AA

Shows the total number of Inbound calls that went to the Auto Attendant during the specified timeframe.

Calls Ringing

Shows the total number of calls that contained a ringing event during the specified timeframe.

Calls put on Hold

Shows the total number of calls that contained a hold event during the specified timeframe.

Calls Transferred

Shows the total number of calls that contained a transfer event during the specified timeframe.

Queued Calls

Shows the total number of calls that contained a queue event during the specified timeframe.

Calls to Voicemail

Shows the total number of calls that contained a voicemail event during the specified timeframe.

Auto Attendant Duration

Shows the total duration that callers spent in the Auto Attendant during the specified timeframe.

Ringing Duration

Shows the total duration that callers spent in a ringing event during the specified timeframe.

Hold Duration

Shows the total duration that callers spent on hold during the specified timeframe.

Transfer Hold Duration

Shows the total duration that the callers spent in a Transfer Hold for the specified timeframe.

Queue Duration

Shows the total duration that calls spent in queue for the specified timeframe.

Voicemail Duration

Shows the total duration that the callers spent in a voicemail event for the specified timeframe.

Updated about 5 years ago