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Inbound Caller ID Summary

This report allows you to specify search criteria to find caller IDs in your call database. Each matching caller ID will appear as a row in your report. The call statistics for inbound calls from that caller ID will be listed in the report columns. This report can give you an idea of what a specific caller's service experience is like. If a high percentage of their calls are being missed or abandoned, they are probably unhappy with their experience. See the Advanced Criteria Editor page for more information on using the caller ID filter. 
 
Parameters:
  • Caller ID (Rows)
Row Type:
  • Caller ID
Columns:
  • Total Calls (Call Count)
    • Call Direction: Inbound
  • Calls to Voicemail
    • Final Event: Voicemail
  • Answered Calls
    • Call Direction: Inbound
  • Unanswered Calls
    • Call Direction: Inbound
  • Abandoned Calls
    • Call Direction: Inbound
  • Percent Answered (Percent of Calls Answered)
    • Call Direction: Inbound
  • Percent Unanswered (Percent of Calls Answered)
    • Show Percent Unanswered: True
    • Call Durection: Inbound
  • Percent Abandoned (Percent of Calls Abandoned)
    • Call Direction: Inbound
  • Avg Group Speed of Answer
    • Calculation: Average
  • Avg Agent Speed of Answer
    • Calculation: Average
  • Total Call Duration
    • Call Direction: Inbound
  • Total Talking Duration
    • Call Direction: Inbound
  • Avg Talking Duration
    • Calculation: Average
    • Call Direction: Inbound
  • Avg Call Duration
    • Calculation: Inbound
    • Call Direction: Inbound
  • Max Call Duration
    • Calculation: Maximum
    • Call Direction: Inbound
Summaries:
  • Row Count
  • Total Calls
  • Avg Total Calls
  • Total Calls to Voicemail
  • Total Answered Calls
  • Avg Answered Calls
  • Total Unanswered Calls
  • Avg Unanswered Calls
  • Total Abandoned Calls
  • Avg Abandoned Calls
  • Percent Answered
  • Percent Unanswered
  • Percent Abandoned
  • Max Call Duration
  • Avg Group Speed of Answer
  • Total Call Duration
  • Avg Call Duration
  • Total Talking Duration
  • Avg Talking Duration
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