Abandoned Calls

This value shows the number of inbound calls associated with the selected account code(s) 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, 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.

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

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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 associated with the given account code(s) 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 Time to Answer.

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

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Answered Calls

This value shows the number of inbound calls associated with the given account code(s) 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 Count

This value shows the total number of calls (Inbound, Outbound and Internal) associated with the given account code.

For a list of filter definitions for Call Count, 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 (Inbound, Outbound, and Internal) associated with the given account code(s).

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

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Chat Count

This value shows the total number of external web chats that were associated with the given account code.

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.

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Chat Duration

This value shows the total, maximum, minimum, or average duration of all external web chats that were associated with the given account code.

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.

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Dialing Duration

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

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

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Event Duration

This value shows the total, maximum, minimum, or average duration of all events (ringing, dialing, talking, hold, park, etc.) in calls associated with the given account code. 

Note: 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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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 associated with the given account code(s) 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 Time to Answer.

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

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Hold Duration

This value shows the total, maximum, minimum, or average duration of all Hold events in calls associated with the given account code(s).

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

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Inbound Calls

This value shows the total number of inbound calls associated with the given account code(s).

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.

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Internal Calls

This value shows the total number of internal calls associated with the given account code(s).

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.

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Outbound Calls

This value shows the total number of outbound calls associated with the given account code(s).

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.

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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 event is similar. 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 account code(s).

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 associated with the given account code(s) that did not end in a talking or voicemail event, meaning they were abandoned.

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

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Percent of Calls Answered

This value shows the percentage of calls associated with the given account code(s) that include at least one talking event, meaning they were answered by an agent.

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

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Percent of Calls Lost in Queue

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

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A note on lost calls

Lost calls are the same as abandoned calls. In this value, it is strictly looking for calls that were abandoned where the final event was "queue". Meaning, the call was lost in the queue.

For a list of filter definitions for Percent of Calls Lost in Queue, 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 associated with the given account code.

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 (Inbound, Outbound, and Internal) associated with the given account code.

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

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Time to Answer

This value shows the total, maximum, minimum, or average time it took for Inbound calls associated with the given account code 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 Time to Answer, see the Report Filter Criteria report.

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Transfer Hold Duration

This value shows the total, maximum, minimum, or average duration of all transfer hold events in calls associated with the given account code.

Note: A Transfer hold is an event that is created while the agent is in the process of transferring the caller to another agent.

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 handled 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 associated with the given account code.

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