Abandoned Calls

This value shows the number of inbound calls 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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A Note on Abandoned Calls

In addition, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, places the calling party on hold, and 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.

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

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Answered Calls

This value shows the number of inbound calls that contained at least one talking event. These are calls that were handled by a live agent.

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

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Call Duration

This value shows the total, maximum, minimum, or average duration of all calls with the given call direction.

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

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Dialing Duration

This value shows the total, maximum, minimum, or average duration of all dialing events in calls with the given call direction.

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

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Event Duration

This shows the total, maximum, minimum, or average duration of all events (ringing, dialing, talking, hold, etc.) in calls with the given call direction. Specify one or more events types to only include those events.

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

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Hold Duration

This shows the total, maximum, minimum, or average duration of all hold events in calls with the given call direction.

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

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Park Duration

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". This value shows the total, maximum, minimum, or average duration of all park events associated with the given call direction.

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

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Percent of Calls Abandoned

This value shows the percentage of calls with the given call direction that did not end in a talking or voicemail event, meaning they were abandoned.

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

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Percent of Calls Answered

This value shows the percentage of calls with the given call direction that include at least one talking event, meaning they were answered by an agent.

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

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Ringing Duration

This value shows the total, maximum, minimum or average duration of all ringing events in calls with the given call direction.

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

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Talking Duration

This value shows the total, maximum, minimum or average duration of all Talking events in calls with the given call direction.

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

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Transfer Hold Duration

A Transfer Hold is a hold event that is created while the user is in the process of transferring a caller to another user.

This value shows the total, maximum, minimum, or average duration of all Transfer Hold events in calls with the given call direction.

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

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Unanswered Calls

This value shows the number of inbound calls that did not contain at least one Talking event. These are calls that were never answered by a live agent.

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

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Voicemail Duration

This value shows the total, maximum, minimum, or average duration of all Voicemail events in calls with the given call direction.

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