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Tag Report Fields

Abandoned Calls 
Shows the total number of inbound calls associated with the given group 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.

Please note:
Because group reports filter out call events and other information that does not apply to the group, the reporting engine sometimes processes portions of calls that end with Transfer Hold events, even though the call was actually transferred and completed successfully by another hunt group. By the usual definition, a call that ends with a Transfer Hold event would be an abandoned call. However, in group reports, this unique situation has been accounted for and these calls will not be considered abandoned.

Agent Speed of Answer
Shows the total, maximum, minimum, or average time it took for agents in the given hunt group to answer their phones when an Inbound call 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.

Please note:
This column only applies to Inbound calls.
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.

Answered Calls
Shows the total number of inbound calls associated with the given group 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 (inbound, outbound, internal) associated with the given group.

Call Duration
Shows the total, maximum, minimum, or average duration of all calls associated with the given hunt group.

Dialing Duration
Shows the total, maximum, minimum, or average duration of all Dialing events associated with the given system.

Event Duration
Shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given hunt group.

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 system 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 associated with the given system.

Inbound Calls
Shows the total number of inbound calls that contained at least one event associated with the given hunt group, meaning the group was involved in the call.

Please note:
This column includes calls that the group may not have actively participated in. For example, an inbound call that goes directly to the group's voicemail will appear in this column. To find calls that the group had an opportunity to participate in, use Presented Calls.

Internal Calls
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.

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

Outbound Calls
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.

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

Percent of Calls Abandoned 
Shows the percentage of the given hunt group's total calls where the group's final involvement was not a Talking, Voicemail, or Transfer Hold event, meaning the call was abandoned. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that was handled by multiple groups before being abandoned will count once for each group. The call will count as abandoned for the last group to handle the call, and will count as either abandoned or not abandoned for the other groups, depending on their final event.

Percent of Calls Answered
Shows the percentage of the given hunt group's total calls that include at least one Talking event with an agent in the hunt group, meaning they were answered by the agent. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that rang at multiple groups' phones before being answered will count once for each group. The call will only count as answered for the group that actually answered the phone; the call will count as missed for the other groups.

Percent of Calls Lost in Queue
Shows the percentage of inbound calls associated with the given group 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 associated with the given group.

Talking Duration
Shows the total, maximum, minimum, or average duration of all Talking events associated with the given group.

Time To Answer
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.

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 associated with the given system.

Unanswered Calls
Shows the total number of internal calls associated with the given group 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 associated with the given system.

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