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Custom Report Criteria Descriptions

 
Account Code

An account code is a number or word that can be assigned to an inbound call. They are often used to show what country or region a call is coming from. This code can be assigned automatically by the phone system or manually by an agent after taking the call. Each call can only have one account code; if a second code is set, it overwrites the first.

This call-level filter will only include calls that have the specified account code. If you select multiple account codes, this filter will include calls with any of the selected codes.


Account Code Does Not Equal

An account code is a number or word that can be assigned to an inbound call. They are often used to show what country or region a call is coming from. This code can be assigned automatically by the phone system or manually by an agent after taking the call. Each call can only have one account code; if a second code is set, it overwrites the first.

This call-level filter will include all calls except for those with the specified code. If you select multiple account codes, this filter will exclude calls with any of the selected codes.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Agent

An agent is a user on the phone system.

This event-level filter will only include events that involve the specified agent. If you select multiple agents, this filter will include events involving any of the selected agents.


Agent Does Not Equal

An agent is a user on the phone system.

This event-level filter will include all events except for those that involve the specified agent or agents. If you select multiple agents, this filter will exclude events involving any of the selected agents.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Agent Speed of Answer

An agent is a user on the phone system. Agent speed of answer is the time it took for an agent to answer their phone when it started ringing. It does not include queue time, transfers, holds, or any other events.

This call-level filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:
This filter only applies to Inbound calls.
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


Call Direction

Each call can have one of four call directions: inbound, outbound, internal, or intersite. Inbound calls originate from an external number and enter your phone system. Outbound calls originate within your phone system and are directed to an external number. Internal calls originate and remain within your phone system (for example, when one agent calls another agent). Intersite calls occur when a call starts in one of your phone systems and connects to another system on the same network. You will only see intersite calls if you have set up Chronicall to record data from multiple locations.

This call-level filter will only include calls that have the specified call direction. If you select multiple call directions, this filter will include calls with any of the selected directions.


Call Direction Does Not Equal

Each call can have one of four call directions: inbound, outbound, internal, or intersite. Inbound calls originate from an external number and enter your phone system. Outbound calls originate within your phone system and are directed to an external number. Internal calls originate and remain within your phone system (for example, when one agent calls another agent). Intersite calls occur when a call starts in one of your phone systems and connects to another system on the same network. You will only see intersite calls if you have set up Chronicall to record data from multiple locations.

This call-level filter will include all calls except for those that have the specified call direction. If you select multiple call directions, this filter will exclude calls with any of the selected directions.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

This call-level filter will include all calls except for those that have the specified calling party. Use this filter to exclude calls from certain numbers or area codes.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Does Not Include Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will include all calls except for those that have the specified events. If you select multiple events, this filter will exclude calls with any of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls.

This call-level filter will include all calls except for those that have the specified external parties.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Does Not Include Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This call-level filter will include all calls except for those that were associated with the specified group. For example, calls that were answered by, transferred to, or missed by the hunt group will be excluded. If you select multiple hunt groups, this filter will exclude calls associated with any of the selected groups.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Local Party

In most cases, the list of local parties is the same as the list of agents.

This call-level filter will include all calls except for those that involve the specified agent. For example, calls that were answered by, transferred to, or missed by the agent will be excluded. If you select multiple agents, this filter will exclude events involving any of the selected agents.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another.

This call-level filter will include all calls except for those that have the specified receiving parties.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Does Not Include Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

This call-level filter will include all calls except for those that have the specified tags.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Duration

The call duration is the total length of a call from beginning to end.

This call-level filter can compare each call's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


Caller ID

Each inbound call has a caller ID attached to it. This caller ID is usually the name of the business or the city and state where the call is coming from. In Cradle to Grave, the caller ID appears in brackets next to the calling party number on the top line of a call.

This call-level filter will only include calls that have the specified caller IDs.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Includes All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will only include calls that have all of the specified events.


Call Includes Any Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will only include calls that have one or more of the specified events.


Call Includes Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

This call-level filter will only include calls that have the specified calling party. Use this filter to find calls from certain numbers or area codes.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Includes External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls.

This call-level filter will only include calls that have the specified external parties.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Includes Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This call-level filter will only include calls that were associated with the specified group. For example, calls that were answered by, transferred to, or missed by the hunt group will be included. If you select multiple hunt groups, this filter will include calls associated with any of the selected groups.


Call Includes Local Party

In most cases, the list of local parties is the same as the list of agents.

This call-level filter will only include calls that involve the specified agent. For example, calls that were answered by, transferred to, or missed by the agent will be included. If you select multiple agents, this filter will include events involving any of the selected agents.


Call Includes Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another.

This call-level filter will only include calls that have the specified receiving parties.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Call Includes Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

This call-level filter will only include calls that have the specified tags.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Calling Party Number

The calling party number is the phone number of the person or business who called the receiving party. Each inbound call has a single calling party number. In Cradle to Grave, this is the number that appears next to the caller ID on the top line of a call.

This call-level filter will only include calls that have the specified calling party number. Please note that only inbound calls contain calling party numbers; outbound and internal calls will not be included in a column that uses this filter.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Dialed Party Number

The Dialed Party number, also known as the DNIS, is the number that a caller dialed to eventually reach the receiving party. This number is sent to Chronicall from the service provider and appears in square brackets next to an inbound call's receiving party in Cradle to Grave. A call made directly to an agent's extension (DID) can also appear in this field.

This call-level filter will only include calls that have the specified dialed party number. Please note that only inbound calls contain dialed party numbers; outbound and internal calls will not be included in a column that uses this filter.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Feature Duration

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

This event-level filter can compare each feature's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.). Any events that fit your criteria will be included. The Between option is inclusive, meaning that a range of 30-60 seconds will include durations of both 30 and 60 seconds, as well as everything in between.


Event Duration

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This event-level filter can compare each event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included.

Please note:
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


Event Sequence Does Not Match

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will include all calls except for those with events that appear in the order you specify. These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

See Event Sequence Editor for more information on creating the criteria used by this filter.


Event Sequence Matches

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will only include calls with events that appear in the order you specify. These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop.

See Event Sequence Editor for more information on creating the criteria used by this filter.


Event Type Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This event-level filter will include all events except for those that match the specified event type. If you select multiple event types, this filter will exclude events that match any of the selected event types.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.


Event Type

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This event-level filter will only include events that match the specified event type. If you select multiple event types, this filter will include all of the selected event types.


Feature Enabled

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

While set to true, this filter will include the duration of an agent's specified features. Setting this filter to false instead will include the time when an agent did not have the specified status.


Feature Type

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

Do Not Disturb
When set, Do Not Disturb sends all callers to the agent's voicemail or gives them a busy signal. Calls that are already connected to the agent will not be affected. Calling parties that have been added to an exception list will bypass Do Not Disturb status.

Extension Login
Agents can log in and out of their extensions, and Chronicall logs this behavior. This feature can be useful when a phone is shared by more than one agent. When an agent is logged out, their incoming calls are directed to the agent's voicemail. Callers are given a busy signal if voicemail is disabled.

Follow Me Here
Follow Me allows agents to forward their calls to other extensions, but if the call is not answered there, the call will be treated as if it had been missed at the original extension. This means that a missed call will still be sent to the original agent's voicemail or forwarding number. This feature is useful when an agent needs to move to a meeting room or another agent's desk and still wants to receive their calls. Follow Me will not work between two different systems in a multi-site network.

Follow Me Here can be set from the agent's destination. The number attached to this status and stored in Value 1 will be the agent's original extension.

Follow Me To
Follow Me To can be set from the agent's original location. The number attached to this status and stored in Value 1 will be the agent's destination extension.

Forward Busy Number
A forward status automatically sends incoming calls to a different internal or external number based on certain criteria.

Forward Busy Number is the phone number to be used by the Forward on Busy status. This number will override Forward Number.

Forward Huntgroup Calls
Forward Huntgroup Calls will forward calls that come to the agent from a hunt group.

Forward Number
Forward Number is the phone number to be used by all forward options. Some forward options will use the Forward Busy Number first, if available.

Forward on Busy
Forward on Busy will forward calls that come to the agent while the agent is already on a call. This option will use the Forward Busy Number if available; otherwise, it uses the Forward Number.

Forward on No Answer
Forward on No Answer will forward calls that are not answered by the agent. This option will use the Forward Busy Number if available; otherwise, it uses the Forward Number.

Forward Unconditional
Forward Unconditional will forward all calls.

Group Login
Agents can log in and out of multiple hunt groups, and Chronicall logs this behavior. Being logged in to a hunt group allows an agent to receive the hunt group's calls. The group name and extension will be stored in Value 1 of this feature.

Idle
An Idle status simply means that the agent is logged in to their extension and is not currently on a call.

Ready
An agent is considered Ready to receive a hunt group's calls when they are logged in to their extension, logged in to the group, not on Do Not Disturb status, and not currently on a call. The group name and extension will be stored in Value 1 of this feature.


Final Agent

An agent is a user on the phone system.

This call-level filter will only include calls that have the specified agent listed as the last agent on the call. This can be useful for finding out who a caller was talking to right before they hung up.

Please note that if the final agent has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Final Event Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will include all calls except for those that have the specified event listed as the last event of the call before it was dropped.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Please note that if the final event has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Final Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

This call-level filter will only include calls that have the specified event listed as the last event of the call before it was dropped. This can be useful for finding out how many calls were dropped while the caller was waiting in a queue or listening to the auto attendant.

Please note that if the final event has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Final Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This call-level filter will only include calls that have the specified hunt group listed as the last hunt group on the call. This can be useful for finding out what group a caller was talking to right before they hung up.

Please note that if the final hunt group has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Group Speed of Answer

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls. Group speed of answer is the time it took for a call to be answered by an agent in the hunt group, including queue time. It does not include talking time, transfers, or any other events.

This call-level filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:
By default, this column only applies to Inbound calls. It can be set to look at other call directions.
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


Handled

A handled call is an inbound call that includes a Talking event.

While set to true, this call-level filter will only include calls that are considered handled. Setting this filter to false instead will only include calls that were not handled.


Hunt Group Does Not Equal

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This event-level filter will include all events except for those that were associated with the specified group. If you select multiple groups, this filter will exclude events involving any of the selected groups.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.


Hunt Group Equals

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This event-level filter will only include events that were associated with the specified group. If you select multiple groups, this filter will include events involving any of the selected groups.


Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This event-level filter will only include events that were associated with the specified group. If you select multiple groups, this filter will include events involving any of the selected groups.


Initial Agent

An agent is a user on the phone system.

This call-level filter will only include calls that have the specified agent listed as the first agent on the call.

Please note that if the initial agent has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Initial Hunt Group

Hunt groups are collections of agents that handle similar tasks and answer the same kind of incoming calls.

This call-level filter will only include calls that have the specified hunt group listed as the first hunt group on the call.

Please note that if the initial hunt group has already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Interval Credit Mode

The interval credit mode applies to reports with time-based row types, like hours, days, weeks, etc. If a call starts in one time interval and moves into another, this filter can be set to count the call for the first interval, last interval, or each interval it crosses into.

For example, when you run an hourly report, you can choose whether to count a call that starts at 3:30 and ends at 4:15 for the 3:00 hour, the 4:00 hour, or both. If you want to credit the earlier interval, choose Credit Start Time Interval. If you want to credit the last interval, choose Credit End Time Interval. The third option, Credit Each Active Interval, will count the call once for each interval.

If you are adding up call durations, Credit Start Time Interval will add the entire call duration to the earliest interval, while Credit End Time Interval will add the entire call duration to the latest interval. The third option, Split by Active Interval, will divide the call time appropriately between intervals. To use our earlier example, the 3:00 hour would get 30 minutes of the call, while the 4:00 hour would get 15 minutes.

By default, Credit Start Time Interval is selected. Please note that selecting Credit Each Active Interval for call counts will result in a higher call count than your general call summary for that time period.


Is Call Abandoned

An abandoned call is an inbound call whose final event is not Talking or Voicemail. This most likely means that the caller dropped the call while waiting in a queue or on hold.

While set to true, this call-level filter will only include calls that are considered abandoned. Setting this filter to false instead will only include calls that were not abandoned.


Is Call Answered

An answered call is an inbound call that includes a Talking event. This means an agent picked up the phone and spoke to the caller.

While set to true, this call-level filter will only include calls that are considered answered. Setting this filter to false instead will only include calls that were not answered.


Is Call Conferenced

A conference call is one that involves multiple agents simultaneously.

While set to true, this call-level filter will only include conference calls. Setting this filter to false instead will exclude conference calls.


Is Call Recorded

A recorded call is a call that has been paired with a recording by Recording Library. These recordings will appear as play buttons to the far right of a call in Cradle to Grave.

While set to true, this call-level filter will only include calls that have at least one recording attached to them. Setting this filter to false instead will only include calls that were not recorded.


Is Connected

A connected call is a call that includes a Talking event. It can have any call direction.

While set to true, this call-level filter will only include calls that are considered connected. Setting this filter to false instead will only include calls that were not connected.

Please note that if all Talking events have already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filtering for more information.


Logged In

This filter only appears in the Group Login Duration column of Agent, None, and time-based reports (Day, Hour, etc.). It allows you to count up the time an agent spent logged in to or out of a certain group.

While set to true, this filter will add up the total time an agent spent logged in. Setting this filter to false instead will add up the time the agent spent logged out.


Missed

A missed call is an inbound call that does not include a Talking event, but does include a Ringing event. This filter will only appear in a Missed Calls column.

While set to true, this call-level filter will only include calls that are considered missed. Setting this filter to false instead will only include calls that were not missed.


Presented

A presented call is an inbound call that includes a Ringing or Talking event, but not necessarily both. This filter will only appear in a Presented Calls column.

While set to true, this call-level filter will only include calls that are considered presented. Setting this filter to false instead will only include calls that were not presented.

Please note that if all Talking and Ringing events have already been filtered out of a call at the event level, this filter will not include the call. See Call-Level Filtering and Event-Level Filteringfor more information.


Speed of Answer

Speed of answer is the time it took for an agent or hunt group to answer the phone when it started ringing or, in a hunt group report, when it entered the queue. It does not include talking time, transfers, or any other events. This filter will only appear in Agent and Hunt Group reports and applies to the report type it appears in; for instance, when Speed of Answer appears in an Agent report, it means Agent Speed of Answer.

This call-level filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


System ID

The system ID is a name or number representing which phone system a call passed through. Most users only have one site, meaning all calls will have the same system ID, but if Chronicall collects data from multiple sites, each site will tag their calls with their ID.

This filter will only include calls that have the specified system ID. If you select multiple IDs, this filter will include calls with any of the selected IDs. Use this filter to find calls from certain sites.


Time to Answer

Time to Answer is the time it took for a call to be answered, including ringing time, queue time, and time spent with the auto attendant.

This call-level filter can compare each call's time to answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:
The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.


Transferred by Agent

An agent is a user on the phone system. When an agent on a call sends that call to another agent's phone, a transfer has occurred.

This filter will only include calls that were transferred by the specified agent. If you select multiple agents, this filter will include calls that were transferred by any of the selected agents.


Transferred to Agent

An agent is a user on the phone system. When an agent on a call sends that call to another agent's phone, a transfer has occurred.

This filter will only include calls that were transferred to the specified agent. If you select multiple agents, this filter will include calls that were transferred to any of the selected agents.


Trunk

A trunk is an external line used by a call. Each trunk contains multiple channels. A trunk, including all of its channels, can be referenced with a trunk number, which is usually a small integer like 1 or 2. Add a period and a channel number (1.3, for instance) to specify a specific channel.

This call-level filter will only include calls that used the specified trunk or channel.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Value 1

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

Currently, Value 1 is only used by the Group Login, Ready, and Follow Me features, but future updates may expand this functionality to include more features.

This filter will only include agent states that have the specified value in Value 1.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.


Value 2
 
A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

Value 2 is not currently used by any agent feature, but it may be used in the future as more features are added to Chronicall.

This filter will only include agent states that have the specified value in Value 2.

See Advanced Criteria Editor for more information on creating the criteria used by this filter.
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