Time Report Metric Definitions
This article is a comprehensive list of available values and their definitions that you may choose from when creating a Time Interval report.
% Calls Answered within SLA (Formula)
This value shows the percent of inbound calls that were answered within the set service level agreement (SLA). This is accomplished by dividing calls answered within the SLA by answered calls.
This value is a custom formula which means that as a formula, it can be edited to reflect your specific needs and definitions. It is recommended that you adjust the SLA to fit your needs. You can do so by adjusting the "Speed of Answer" filter in the report filters.
Service Level Agreement (SLA)
While the definition of service level agreement may vary, by default, the definition in Chronicall refers to calls that were answered within a specific time frame. (i.e., calls answered within less than ten seconds. The SLA can be adjusted while configuring the formula.
For a list of filter definitions for % Calls Answered within SLA (Formula), see the Report Filter Criteria report.
Abandoned Calls
This value shows the number of inbound calls associated with the given agent that did 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.
For a list of filter definitions for Abandoned Calls, see the Report Filter Criteria report.
Abandoned Chat Count
This value displays the total count of external chats that were abandoned by the selected group(s) during the given time interval. A chat is considered abandoned when the chat ends in any event other than "chatting". Most often this is in a scenario when the client closes the chat while they are in the chat queue, or without hitting "end chat".
Chats are initiated from your website between a customer and your agent. When a chat is initiated it will be presented to an available agent. The agent then has a certain amount of time to accept or decline the chat.
Note: This value requires the Multimedia Web Chat 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, then the column will appear empty as a result upon running the report.
For a list of filter definitions for Abandoned Chat Count, see the Report Filter Criteria report.
Accepted Callback Count
This value shows the total number of scheduled queue callbacks accepted during the given time interval.
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 during the given time interval.
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 Percent, see the Report Filter Criteria report.
Agent Do Not Disturb Duration
This value displays the total, maximum, average, or minimum duration an agent spends in a Do Not Disturb state during the given time interval.
For a list of filter definitions for Agent Do Not Disturb Duration, see the Report Filter Criteria report.
Agent Idle Duration
The Agent Idle Duration value shows the total, maximum, minimum or average amount of time that the agent spends in an idle state. This means that the agent was logged in and waiting for a call.
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.
Note: DND status and Group Login are not factored into the result.
For a list of filter definitions for Agent Idle Duration, see the Report Filter Criteria report.
Agent Ready Duration
This value shows the total, maximum, minimum, or average block of time the given agent spent in a Ready state for the given time interval.
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 Agent Ready Duration, see the Report Filter Criteria report.
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 in during the given time interval.
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 Time to Answer.
For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria report.
Answered Calls
This value shows the number of inbound calls that included at least one Talking event with the given agent, meaning that agent answered the call during the given time interval.
For a list of filter definitions for Answered Calls, see the Report Filter Criteria report.
Auto Attendant Duration
This value shows the total, maximum, minimum, or average duration of all Auto Attendant events in the given time interval. In other words, this is the total, maximum, minimum, or average amount of time that callers spent in the auto attendant.
For a list of filter definitions for Auto Attendant Duration, see the Report Filter Criteria report.
Call Count
This value shows the total number of calls (inbound, outbound, and internal) associated with the given time interval.
For a list of filter definitions for Call Count, see the Report Filter Criteria report.
Call Duration
This shows the total, maximum, minimum, or average duration of all calls associated within the given time interval.
For a list of filter definitions for Call Duration, see the Report Filter Criteria report.
Callbacks Scheduled
This value shows the total number of Queue Callbacks that were scheduled for the selected skill(s) during the given time interval.
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 Callbacks Scheduled, see the Report Filter Criteria report.
Caller Wait Time
This value shows the total, maximum, minimum, or average amount of time callers spent waiting during calls associated with the given time interval.
Caller Wait Time is defined as the total duration of all events in a call other than talking, voicemail, or dialing.
For a list of filter definitions for Caller Wait Time, see the Report Filter Criteria report.
Calls Answered after Service Level (Formula)
This value shows the total number of inbound calls that were answered after the set service level agreement (SLA).
This value is a custom formula which means that as a formula, it can be edited to reflect your specific needs and definitions. It is recommended that you adjust the SLA to fit your needs. You can do so by adjusting the "Speed of Answer" filter in the report filters.
Service Level Agreement (SLA)
While the definition of service level agreement may vary, by default, the definition in Chronicall refers to calls that were answered within a specific time frame. (i.e., calls answered within less than ten seconds.) The SLA can be adjusted while configuring the formula.
For a list of filter definitions for Calls Answered after Service Level (Formula), see the Report Filter Criteria report.
CDR Column Value
This value is specific to Cisco users and will show additional CDR metadata pulled from the Cisco phone system during the given time interval.
For a list of filter definitions for CDR Column Value, see the Report Filter Criteria report.
Chat Count
This value shows the total number of inbound chats associated with the selected agent(s) during the given time interval.
Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.
Note: This value requires the Multimedia Web Chat 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, then the column will appear empty as a result upon running the report.
For a list of filter definitions for Chat Count, see the Report Filter Criteria report.
Chat Duration
This value show the total, maximum, minimum, or average duration of the chats associated with the selected agent(s) during the given time interval. (The desired duration can be selected while configuring this value.)
Note: This value requires the Multimedia Web Chat 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, then the column will appear empty as a result upon running the report.
For a list of filter definitions for Chat Duration, see the Report Filter Criteria report.
Chat Queue Duration
This value show the total, maximum, minimum, or average duration that a client waited in the chat queue before the chat was accepted by an agent during the given time interval.
Chats are initiated from your website between a customer and your agent(s) logged into the given group(s). When a chat is initiated, it will be presented to an available agent. If there are no agents available in the group to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available.
Note: This value requires the Multimedia Web Chat 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 Chat Queue Duration, see the Report Filter Criteria report.
Chat Queue Accept Count
This value shows the total number of inbound external chats that were accepted from the queue by the given group during the selected time interval.
Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an agent logged into the given group(s). If there are no agents available to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available in that group. Once an agent becomes available, the client, currently waiting in the chat queue, will be offered to the available agent.
Note: This value requires the Multimedia Web Chat 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 Chat Queue Accept Count, see the Report Filter Criteria report.
Chat Queue Missed Count
This value shows the total number of inbound external chat offers from the queue that were missed by the selected group(s) during the given time interval.
Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an agent logged into the given group(s). If there are no agents available to accept the chat from the client, then the client may be entered into a chat queue until an agent becomes available in that group. Once an agent becomes available, the client, currently waiting in the chat queue, will be offered to the available agent. If the agent does not accept the chat, it will be considered a missed chat for the agent, as well as the group.
Note: This value requires the Multimedia Web Chat 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 Chat Queue Missed Count, see the Report Filter Criteria report.
Chats With Phrase (Percent)
This value shows the percent of instances in which a specific key word or key phrase is used or said during the chat sessions. (The key word/phrase can be established when configuring the value.)
Chats are initiated from your website between a customer and your agent. When a chat is initiated, it will be presented to an available agent.
Note: This value requires the Multimedia Web Chat 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, then the column will appear empty as a result upon running the report.
For a list of filter definitions for Chat with Phrase (Percent), see the Report Filter Criteria report.
Connected Calls
This value shows the total number of outbound calls that were connected during the given time interval.
Note: An outbound call is considered connected when the call on receiving end contains a talking event, meaning that the recipient answered the call.
For a list of filter definitions for Connected Calls, see the Report Filter Criteria report.
Day of Week
Time interval reports allow you to run reports to provide information for your desired time interval (ie., hour of day, day of week, days of month, etc.) When using a time interval representing a date, such as days of month, this value shows the day of the week that the date falls on.
Example: If January 1st falls on a Wednesday, this column would display "Wednesday".
For a list of filter definitions for Day of Week, see the Report Filter Criteria report.
Dialing Duration
This shows the total, maximum, minimum, or average duration of all Dialing events for the give time interval.
For a list of filter definitions for Dialing Duration, see the Report Filter Criteria report.
Discretionary Not Ready Time
"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. This value shows the total length of time that an agent, by their own doing, placed themselves in a state of "Not Ready" for the given time interval.
Note: This value requires the Multimedia Web Chat 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, then the column will appear empty as a result upon running the report.
For a list of filter definitions for Discretionary Not Ready Time, see the Report Filter Criteria report.
Event Duration
This value shows the total, maximum, minimum, or average duration of all events of the specified type during the given time interval.The desired event(s) to report on will be selected when configuring the value.
For a list of filter definitions for Event Duration, see the Report Filter Criteria report.
Extension Login Duration
This value shows the total, maximum, minimum, or average block of time the agent(s) spent logged in to their extension during the given time interval.
For a list of filter definitions for Extension Login Duration, see the Report Filter Criteria report.
Feature Count
This shows the total number of features that this agent was associated with that fit the selected criteria.
Note: Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.
So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the number of times that Steve went onto Do Not Disturb within the given time interval.
For a list of filter definitions for Feature Count, see the Report Filter Criteria report.
Feature Duration
This shows the total, maximum, minimum, or average block of time the agent(s) spent with the specified feature (DND, Group Login, Idle, etc.) enabled during the given time interval.
Example: So, 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 onto Do Not Disturb within the given time interval.
For a list of filter definitions for Feature Duration, see the Report Filter Criteria report.
Group Abandoned Wait Time
This value provides the total time calls waited in queue during the given time interval before abandoning the call.
Note: Abandoned calls are calls that did not end in a talking or voicemail event.
For a list of filter definitions for Group Abandoned Wait Time, see the Report Filter Criteria report.
Group Login Duration
This value shows the total, maximum, minimum, or average block of time the agent(s) spent logged in to the specified group during the given time interval.
For a list of filter definitions for Group Login Duration, see the Report Filter Criteria report.
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 during the given time interval.
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 Time to Answer.
For a list of filter definitions for Group Speed of Answer, see the Report Filter Criteria report.
Hold Duration
This value shows the total, maximum, minimum, or average of all Hold events during the given time interval.
For a list of filter definitions for Hold Duration, see the Report Filter Criteria report.
Inbound Calls
This value shows the total number of inbound calls associated with the selected group/agent during the given time interval. An inbound call is a call that originated outside of your phone system and dialed into your phone system.
For a list of filter definitions for Inbound Calls, see the Report Filter Criteria report.
Inbound Trunk Call Count
This value shows the total number of inbound calls for the selected trunk(s) during the given time interval.
For a list of filter definitions for Inbound Trunk Call Count, see the Report Filter Criteria report.
Inbound Trunk Duration
This value shows the total amount of time that the selected trunk(s) or channel(s) was used by inbound calls during the given time interval.
For a list of filter definitions for Inbound Trunk Duration, see the Report Filter Criteria report.
Internal Calls
This value shows the total number of internal calls associated with the given time interval. An internal call is a call that originated inside of your phone system and rang within your phone system.
For a list of filter definitions for Internal Calls, see the Report Filter Criteria report.
Max Agents Logged into Group
This value shows the largest number of agents simultaneously logged in to the selected group(s) during the given time interval.
For a list of filter definitions for Max Agents Logged into Group, see the Report Filter Criteria report.
Max Agents Logged into Extension
This value shows the largest number of agents simultaneously logged in to their extension during the given time interval.
For a list of filter definitions for Max Agents Logged into Extension, see the Report Filter Criteria report.
Max Agents Logged into Multimedia
This value shows the largest number of agents simultaneously logged in to the selected Multimedia Skill group during the given time interval.
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 into Multimedia, see the Report Filter Criteria report.
Max Agents Ready
This value shows the largest number agents that were ready to take a call during the given time interval.
Note: This value requires the Realtime Agent Seat 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 Max Agents Ready, see the Report Filter Criteria report.
Max Agents with Feature Enabled
This value shows the largest number of agents with the selected feature enabled. Features consist of phone activities such as Extension/Group login, Do Not Disturb, etc.
Features are enabled when the feature becomes active (e.g. the agent logs into a group). Features become disabled when that feature becomes inactive (e.g. the agent logs out of that group).
Note: This value requires the Realtime Agent Seat 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 Max Agents With Feature Enabled, see the Report Filter Criteria report.
Max Agents with Skill Enabled
This value shows the largest number of Multimedia Voice agent that were enabled (logged into) 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 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 Max Agents with Skill Enabled, see the Report Filter Criteria report.
Max Calls in Queue
This value shows the largest number of calls associated with the given group that were simultaneously waiting in queue during the given time interval.
For a list of filter definitions for Max Calls in Queue, see the Report Filter Criteria report.
Max Calls in Queue Callback
This value shows the largest number of scheduled callbacks associated with the given group that were simultaneously waiting to receive a 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 then the column will appear empty as a result upon running the report.
For a list of filter definitions for Max Calls in Queue Callback, see the Report Filter Criteria report.
Max Channel Usage
This value shows the highest usage of the channels within a selected trunk during the given time interval.
For a list of filter definitions for Max Channel Usage, see the Report Filter Criteria report.
Max Trunk Saturation
This value shows the maximum percentage of channels in the given trunk that were used simultaneously during the report time interval.
Note: This column shows a percentage equal to Max Simultaneous Calls divided by the number of channels in the trunk.
For a list of filter definitions for Max Trunk Saturation, see the Report Filter Criteria report.
Multimedia ACW Duration
This value shows the total, maximum, minimum, or average amount of time that the given group was in a state of ACW for the given time interval.
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 given agent spent logged in to the specified Multimedia skill during the given time interval.
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 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) during the given time interval.
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 Snooze Count
This value shows the total number of times a caller does not answer a Queue Callback call or chooses to snooze the call during the given timeframe.
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 Multimedia Snooze Count, see the Report Filter Criteria report.
Multimedia User Ready Duration
This value shows the total, maximum, minimum, or average block of time a given Multimedia user spent in a ready state during the given time interval.
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 User Ready Duration, see the Report Filter Criteria report.
Outbound Calls
This value shows the total number of outbound calls associated with the given time interval. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.
For a list of filter definitions for Outbound Calls, see the Report Filter Criteria report.
Outbound Trunk Call Count
This value shows the total number of outbound calls associated with a specific trunk during the given time interval. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.
For a list of filter definitions for Outbound Trunk Call Count, see the Report Filter Criteria report.
Outbound Trunk Duration
This value shows the total amount of time that the given trunk or channel was used by outbound calls during the report time interval.
For a list of filter definitions for Outbound Trunk Duration, see the Report Filter Criteria report.
Park Duration
This value shows the total, maximum, minimum, or average duration of all park events associated with the given time interval.
For a list of filter definitions for Park Duration, see the Report Filter Criteria report.
Percent of Calls Abandoned
This value shows the percentage of the selected hunt group's total calls where the group's final involvement was not a talking, voicemail, or transfer hold event, meaning the call was abandoned during the given time interval.
By default, this column will only include inbound calls, but it can be set to include other call directions.
Note: A call that was handled by multiple groups before being abandoned will count once for each group. The call will count as abandoned for the last group to handle the call, and will count as either abandoned or not abandoned for the other groups, depending on their final event.
For a list of filter definitions for Percent of Calls Abandoned, see the Report Filter Criteria report.
Percent of Calls Answered
This value shows the percentage of the given hunt group's total calls that include at least one talking event with an agent in the hunt group, meaning they were answered by the agent during the given time interval.
Note: By default, this column will only include inbound calls, but it can be set to include other call directions. A call that rang at multiple groups' phones before being answered will count once for each group. The call will only count as answered for the group that actually answered the phone; the call will count as missed for the other groups.
For a list of filter definitions for Percent of Calls Answered, see the Report Filter Criteria report.
Percent of Calls Lost in Queue
This value shows the percentage of inbound calls associated with the given group where the caller reached a queue and hung up before being answered by an agent, meaning the call was lost (abandoned) while in the queue during the given time interval.
For a list of filter definitions for Percent of Calls Lost in Queue, see the Report Filter Criteria report.
Percent of Calls Scheduling Callback
This value show the percent of calls for a group that scheduled a callback when the callback option was offered during the given time interval.
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 Percent of Calls Scheduling Callback, see the Report Filter Criteria report.
Presented Calls
This value 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 during the given time interval. By default, this column will only include inbound calls, but it can be set to include other call directions.
Note:
- 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.
For a list of filter definitions for Presented Calls, see the Report Filter Criteria report.
Queue Duration
This value shows the total, maximum, minimum, or average duration of all queue events during the given time interval.
For a list of filter definitions for Queue Duration, see the Report Filter Criteria report.
Reason Count
This value shows the number of times a reason code was used by a given agent during the given time interval.
"Reason" refers to the Reason Codes used in the Agent Dashboards module. Reason codes are customized codes that your agents can apply to the features of Do Not Disturb, Group Login, and Extension Login via the Agent Dashboards module.
Note: This value requires the Agent Dashboards 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 Reason Count, see the Report Filter Criteria report.
Reason Duration
This value shows the total, maximum, minimum, or average duration that an agent spent in a specific reason code for the given time interval.
"Reason" refers to the Reason Codes used in the Agent Dashboards module. Reason codes are customized codes that your agents can apply to the features of Do Not Disturb, Group Login, and Extension Login via the Agent Dashboards module.
Note: This value requires the Agent Dashboards 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 Reason Duration, see the Report Filter Criteria report.
Ringing Duration
This value shows the total, maximum, minimum, or average duration of all ringing events associated with the agent(s) during the given time interval.
For a list of filter definitions for Ringing Duration, see the Report Filter Criteria report.
Skill Enabled Duration
This value shows the total, maximum, minimum, or average duration that a Multimedia Voice agent is enabled (logged into) a Multimedia skill during the given time interval.
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 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 the agent(s) while logged into a Multimedia skill during the given time interval.
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 Skill Handled Duration, see the Report Filter Criteria report.
Talking Duration
This value shows the total, maximum, minimum, or average duration of all talking events associated with agents during the given time interval. This value combines and gives a total of all call directions (inbound, outbound, and internal).
For a list of filter definitions for Talking 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 during the given time interval.
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 during the given time interval.
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 First Callback, see the Report Filter Criteria report.
Transfer Hold Duration
This shows the total, maximum, minimum, or average duration of all transfer hold events during the given time interval.
For a list of filter definitions for Transfer Hold Duration, see the Report Filter Criteria report.
Trunk Call Count
This value shows the total number of calls that passed through the selected trunk during the given time interval. This is regardless of call direction.
For a list of filter definitions for Trunk Call Count, see the Report Filter Criteria report.
Trunk Duration
This value shows the total amount of time that the given trunk or channel was used during the given report time interval.
For a list of filter definitions for Trunk Duration, 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.
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 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 during the given time interval.
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 Unaccepted Callback Percent, see the Report Filter Criteria report.
Unanswered Calls
This value shows the total number of incoming calls associated with the given group that did not contain at least one talking event during the given time interval. These are calls that were never handled by a live agent.
For a list of filter definitions for Unanswered Calls, see the Report Filter Criteria report.
User Ready Duration
This value shows the total, maximum, minimum, or average duration of time that the selected user(s) are in a state of "ready" during the given time interval.
Ready means 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.
Voicemail Duration
This value shows the approximate total, maximum, minimum, or average duration of all voicemail messages left for the selected agents during the given time interval.
For a list of filter definitions for Voicemail Leave Duration, see the Report Filter Criteria report.
Updated almost 4 years ago