Screenshot

Column Descriptions

---

VDN

This column displays the selected VDN(s) that you would like to report on. These can be selected when running the report.

Not entering VDN criteria will display all VDNs

---

Total Calls

This column shows the total number of calls associated with the given VDN

---

Answered Calls

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

---

Abandoned Calls

This column shows the total number of abandoned calls for the selected VDN

📘

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.

---

Avg Time To Answer

This column shows the average amount of time it took for inbound calls associated with the given VDN 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.

---

Max Time To Answer

This column shows the maximum time it took for inbound calls associated with the given VDN 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.

---

Avg Call Duration

This column shows the average duration of all calls associated with the given VDN.

Call duration refers to the entire length of the call from beginning to end. In other words, from the time that the call starts, to the time that it ends, and everything in between.

---

Total Call Duration

This column shows the total duration of all calls associated with the given VDN.

Call duration refers to the entire length of the call from beginning to end. In other words, from the time that the call starts, to the time that it ends, and everything in between.

---

%Answered

This column shows the percentage of inbound calls associated with the given VDN that includes at least one talking event, meaning they were answered by an agent.

---

%Abandoned

This column shows the percentage of calls associated with the given VDN that were abandoned.

📘

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.