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Call Report Fields

Account Code
Shows the account code that is associated with the given call.

Agent Speed of Answer
Shows the total, maximum, minimum, or average time it took for agents to answer their phones when the given 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. 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
Shows a check-mark if the given call was answered; shows blank if the call was not answered.

Auto Attendant Duration
Shows the total, maximum, minimum, or average duration of all Auto Attendant events in the given call.

Call Cost
Shows the total cost of the call, as defined by the selected Call Cost Profile. The total cost is calculated by multiplying the total number of seconds in the call times the Call Cost Profile’s rate per minute divided by 60. Note that the specific rate is determined by the Call Cost Profile settings.

Call Event Cost
Shows the total cost of the call, as defined by the selected Call Cost Profile. The total cost is calculated by multiplying the total number of seconds in the selected events times the Call Cost Profile’s rate per minute divided by 60. Note that the specific rate is determined by the Call Cost Profile settings.

Note that this field differs from Call Cost in that Call Cost calculates based on the duration of the entire call, while Call Event Cost calculates based only on the selected event duration.

Example: If “Talking” is the selected event type, then this field will only calculate the cost based on the duration of all talking events.

Call Direction
Shows whether the given call was an inbound, outbound, internal, or intersite call.

Call Duration
Shows the entire amount of time between when the call started and ended. This is how long the call lasted.

Call ID
Shows the unique ID that Chronicall assigned to this call.

Caller ID
Shows the caller ID that the phone system associated with this call.

Calling Agent
Shows the first agent who dialed on an internal, outbound, or intersite call. This is the agent who initiated the call.

Calling Party Number
Shows the phone number associated with whoever initiated the call.
For outbound, internal, and intersite calls, this shows the extension of the calling agent.
For inbound calls, this shows the phone number (provided by the service provider) that is associated with whoever called in.

Dialed Party Number
Shows the first phone number that was dialed to initiate the phone call.
For internal calls, this will be the extension number that was dialed.
For inbound calls, this will be the number that the external party dialed to reach your phone system.
For outbound calls, this will be the number that the agent dialed to reach their intended target.

Dialing Duration
Shows the total amount of time that the given call spent in Dialing events.

End Time
Shows the date and time that the given call ended.

Event Count
Shows the number of events that the phone system reported for this call.

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

External Party
Shows the phone number of the external party associated with the given phone call.
For inbound calls, this is the number of the calling party.
For outbound calls, this is the dialed party number.
For internal calls, this field is blank.

Final Agent
Shows the last agent that was associated with an event in the given call.

Final Event
Shows the last event that was associated with the given call. This field excludes Drop events.

Final Huntgroup
Shows the last huntgroup that was associated with the given call.

Final Tag
Shows the last tag that was associated with an event in the given call.

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 the given call 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 the given call.

Includes Event Sequence
This field allows the user to specify a sequence of events (example: Ringing followed by Talking followed by Hold). If the given call contains this sequence this field will show a check-mark. If the call does not contain the sequence it will be blank.

Initial Agent
Shows the first agent that participated in the given call.

Initial Huntgroup
Shows the first huntgroup that participated in the given call.

Internal Party
Shows the phone number of the internal party associated with this call.
For inbound calls, this shows the dialed party number
For outbound calls, this shows the calling party number
For internal calls, this field is blank.

Initial Tag
Shows the initial tag that was associated with an event in the given call.

In Conference
Shows a check-mark if the given call included a conference; shows blank if it did not.

Is Abandoned
Shows a check mark if the given call was abandoned; shows blank if it was not.

Please note:
A call is abandoned if it ends in any event other than a Talking or Voicemail event.

Is Recorded
Shows a check-mark if the given call was recorded; shows blank if it was not.

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

Queue Duration
Shows the total, maximum, minimum, or average duration of all Queue events in the given call.

Rate by Call Duration
Shows a dollar amount based on the call's duration in minutes multiplied by the specified rate.

Rate by Event Duration
Shows a dollar amount based on the duration of the specified event types in minutes multiplied by the specified rate.

Rate Label
Shows the rate label that this call falls into, based on the selected Call Cost Profile settings. Each Call Cost Profile can define different rates for different external numbers. For example, a Call Cost Profile can have a label named “Local” which includes area codes 801, 435, and 208. Any call whose external number starts with those numbers will have the “Local” rate label.

Rate Per Minute
Shows the rate per minute for this call based on the selected Call Cost Profile settings. The rate per minute will be determined by the external number of the call. For example, if the Call Cost Profile has a Rate named “Local” with rate per minute 2.0, then any number that falls into the “Local” rate label (See Rate Label) will have Rate per Minute equal to 2.0

Receiving Agent
Shows the first agent that was a receiving party of an event in the given call.

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

Start Time
Shows the date and time that the given call started.

System ID
Shows the unique ID associated with the local phone system. This field is useful for sites that are part of an SCN (Small Community Network) configuration.

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

Time to Answer
Shows the time it took for the given call 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 the given call.

Trunks Used on Call
Shows the trunk(s) that the given call used.

Unanswered
Shows a check-mark if the call was unanswered; shows blank if the call was answered.

U.S. City
Shows the name of the city from which the external party is calling or receiving the call.

Please note:
This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.
For internal calls, this field will be blank.

U.S. City, State
Shows the name of the city and state/province/country from which the external party is calling or receiving the call.

Please note:
This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.
For internal calls, this field will be blank.

U.S. State
Shows the name of the state/province/country from which the external party is calling or receiving the call.

Please note:
This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.
For internal calls, this field will be blank.

VDN
Shows the VDN that was associated with an event in the given call.
Vector Duration
Shows the total, maximum, minimum, or average duration of a vector in the given call.
Voicemail Duration
Shows the duration of the Voicemail event associated with the given call.

 

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