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Account Code Report Fields

Abandoned Calls - Shows the number of inbound calls 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.

Agent Speed Of Answer - Shows the total, maximum, minimum, or average time it took for agents to answer their phones when an Inbound call with the given account code 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.

Please 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.

Answered Calls - Shows the number of inbound calls that contained at least one Talking event. These are calls that were handled by a live agent.

Call Count - Shows the total number of calls associated with the given account code.

Call Duration - Shows the total, maximum, minimum, or average duration of all calls with the given account code.

Dialing Duration - Shows the total, maximum, minimum, or average duration of all Dialing events in calls with the given account code.

Event Duration - Shows the total, maximum, minimum, or average duration of all events in calls with the given account code. Specify one or more events types to only include those events.

Group Speed of Answer - Shows the total, maximum, minimum, or average time it took for the agents in hunt groups to answer their phones when a call with the given account code 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.

Please 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.

Hold Duration - Shows the total, maximum, minimum, or average duration of all Hold events in calls with the given account code.

Inbound Calls - Shows the total number of inbound calls associated with the given account code. An inbound call is a call that originated outside of your phone system and dialed into your phone system.

Internal Calls - Shows the total number of internal calls associated with the given account code. An internal call is a call that originated inside of your phone system and rang within your phone system.

Outbound Calls - Shows the total number of outbound calls associated with the given account code. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.

Park Duration - Shows the total, maximum, minimum, or average duration of all Park events associated with the given account code.

Percent of Calls Abandoned - Shows the percentage of calls with the given account code that did not end in a Talking or Voicemail event, meaning they were abandoned.

Percent of Calls Answered - Shows the percentage of calls with the given account code that include at least one Talking event, meaning they were answered by an agent.

Percent of Calls Lost In Queue - 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.

Ringing Duration - Shows the total, maximum, minimum, or average duration of all Ringing events in calls with the given account code.

Talking Duration - Shows the total, maximum, minimum, or average duration of all Talking events in calls with the given account code.

Time to Answer - 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.

Please 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.

Transfer Hold Duration - Shows the total, maximum, minimum, or average duration of all Transfer Hold events in calls with the given account code.

Unanswered Calls - 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.

Voicemail Duration - Shows the total, maximum, minimum, or average duration of all Voicemail events in calls with the given account code.

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