Abandoned Calls

This value shows the number of inbound calls associated with the given tag 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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Abandoned Calls Being Answered

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. However, it was answered by the agent.

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 inbound calls on the given system. 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 system that contained at least one talking event. These are inbound 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 system.

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 associated with the given system.

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 associated with the given system.

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 of the specified type associated with the given system. 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.

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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 from the given external number 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.
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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 associated with the given system.

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 number of inbound calls associated with the given system. 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 number of internal calls associated with the given system. An internal call is a call that originated inside of your phone system and rang within your phone system. (Extension to extension)

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 number of outbound calls associated with the given system. 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 Call Count, see the Report Filter Criteria report.

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Park Duration

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

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.

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 that include the given system and did not end in a talking or voicemail event, meaning they were abandoned. By default, this column will only include inbound calls, but it can be set to include other call directions.

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

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 that include the given system and 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.

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 system where the caller reached a queue and hung up before being answered by an agent.

Note: Lost is the same as abandoned

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 associated with the given system.

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 associated with the given system.

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 system 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 of 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 associated with the given system.

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 total number of incoming calls associated with the given system 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 associated with the given system.

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