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Call Direction 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.

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 call direction.

Call Duration
Shows the total, maximum, minimum, or average duration of all calls with the given call direction.

Dialing Duration
Shows the total, maximum, minimum, or average duration of all Dialing events in calls with the given call direction.

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

Hold Duration
Shows the total, maximum, minimum, or average duration of all Hold events in calls with the given call direction.

Park Duration
Shows the total, maximum, minimum, or average duration of all Park events in calls with the given call direction.

Percent of Calls Abandoned
Shows the percentage of calls with the given call direction 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 call direction that include at least one Talking event, meaning they were answered by an agent.

Ringing Duration
Shows the total, maximum, minimum, or average duration of all Ringing events in calls with the given call direction.

Talking Duration
Shows the total, maximum, minimum, or average duration of all Talking events in calls with the given call direction.

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

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 call direction.

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