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Column Descriptions

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Local Number

This displays the selected local number. Local numbers can include main line numbers or direct agent numbers.

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Total Calls

Shows the total number of calls associated with the given local number

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Answered Calls

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

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Abandoned Calls

Shows the total number of abandoned calls for the selected local number

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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.

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Distinct Callers

Shows the number of distinct caller ID values that called into the given local number

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Total Call Duration

Shows the total duration of all calls associated with the given local number

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Total Talking Duration

Shows the total duration of all talking events associated with the given local number

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Avg Call Duration

Shows the average duration of all calls associated with the given local number

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Avg Talking Duration

Shows the average duration of all talking events associated with the given local number

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Max Call Duration

Shows the max duration of all calls associated with the given local number

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Avg Time to Answer

Shows the average time it took for inbound calls associated with the given local number 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.

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Time to Answer

• 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.

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Max Time to Answer

Shows the maximum time it took for inbound calls associated with the given local number 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.

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Percent Answered

Shows the percentage of calls associated with the given local number that includes at least one talking event, meaning they were answered by an agent.

By default, this column will only include inbound calls, *but it can be set to include other call directions.

*To set to include other call directions, you need the Custom Reports module.

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Percent Abandoned

This shows the percentage of calls associated with the given local number that were abandoned. By default, this column will only include inbound calls, *but it can be set to include other call directions.

*To set to include other call directions, you need the Custom Reports module.

📘

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.