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Caller ID Report Fields

Abandoned Calls
Shows the number of inbound calls associated with the given caller ID 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 caller ID 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 associated with the given caller ID 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 caller ID.

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

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

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

External Number Count
Shows the total number of distinct phone numbers that were associated with the given caller ID within the phone system.

External Number List
Shows the list of each external number that was associated with the given caller ID within the phone system.

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 caller ID 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 caller ID.

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

Latest External Number
Shows the most recent external number that was associated with the given caller ID within the phone system.

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

Percent of Calls Abandoned
Shows the percentage of calls associated with the given caller ID that did not end in a Talking or Voicemail event, meaning they were abandoned. By default, this column will only include inbound calls, but it can be set to include other call directions.

Percent of Calls Answered
Shows the percentage of calls associated with the given caller ID that include at least one Talking event, meaning they were answered by an agent. By default, this column will only include inbound calls, but it can be set to include other call directions.

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

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

Time to Answer
Shows the total, maximum, minimum, or average time it took for Inbound calls associated with the given caller ID 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 caller ID.

Unanswered Calls
Shows the number of inbound calls associated with the given caller ID 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 caller ID.

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