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Time Interval Report Fields

Abandoned Calls
Shows the number of inbound calls associated with the given time frame 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 Do Not Disturb Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent in Do Not Disturb status on the given time frame.

Agent Idle Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent in an Idle state on the given time frame. An agent is considered to be Idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND status and Group Login are not factored into the result.

Abandoned Calls
Shows the number of inbound calls associated with the given time frame 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 Do Not Disturb Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent in Do Not Disturb status on the given time frame.

Agent Idle Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent in an Idle state on the given time frame. An agent is considered to be Idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND status and Group Login are not factored into the result.

Agent Ready Duration
Shows the total, maximum, minimum, or average block of time the given agent spent in a Ready state for the specified group or groups on the given time frame. An agent is considered to be Ready for a hunt group when he/she is able to receive the group's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the group.

Agent Speed of Answer
Shows the total, maximum, minimum, or average time it took for agents to answer their phones when an Inbound call came to them on the given time frame. 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.

Answered Calls
Shows the number of inbound calls associated with the given time frame that included at least one Talking event. These are calls that were handled by a live agent.

Auto Attendant Duration
Shows the total, maximum, minimum, or average duration of all Auto Attendant events on the given time frame.

Call Count
Shows the total number of calls associated with the given time frame.

Call Duration
Shows the total, maximum, minimum, or average duration of all calls on the given time frame.

Caller Wait Time
Shows the total, maximum, minimum, or average amount of time callers spent waiting on the given time frame. Caller wait time is defined as the total duration of all events in a call other than Talking, Voicemail, or Dialing.

Connected Calls
Shows the total number of calls (inbound, outbound, internal, intersite) that have at least one Talking event.

Day of Week
Shows the name of the day (Monday, Tuesday, etc.) where the given time interval falls.

Please note:
For Minute or Hour reports, this shows the day that contains the minute or hour.
For Day reports, this shows the name of the day.
For Week, Month, and Year reports, this shows the name of the first day you are gathering data from. For example, if you are running a Month report that includes the entirety of a month that begins on a Monday, this column will show Monday. If your Month report timeframe begins on a Tuesday halfway through the month, this column will show Tuesday.
This column will not return any data for Day of Month, Minute of Hour, and other overlapping time intervals.

Dialing Duration
Shows the total, maximum, minimum, or average duration of all Dialing events on the given time frame.

Event Duration
Shows the total, maximum, minimum, or average duration of all events of the specified type on the given time frame.

Extension Login Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent logged in to an extension on the given time frame.

Feature Count
Shows the total number of features that fit the selected criteria. So, if we choose agent = “Steve”,feature type = “Do Not Disturb”, feature enabled = “true”, this will show the number of times that Steve went onto Do Not Disturb within the given timeframe.

Feature Duration
Shows the total, maximum, minimum, or average block of time the specified agent spent with the specified feature (DND, Group Login, Idle, etc.) enabled on the given time frame.

Group Abandoned Wait Time
Shows the total, maximum, minimum, or average amount of time callers spent waiting for the specified group during a call that was eventually abandoned. Specifically, group abandoned wait time is defined as the duration of all Ringing, Queue, Park, Hold, and Transfer Hold events associated with the hunt group over the course of the abandoned call.

Group Login Duration
Shows the total, maximum, minimum, or average block of time agents spent logged in to the specified group on the given time frame. Specify one or more agents to only include the login times of those agents.

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 came to their group on the given time frame. 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.

Hold Duration
Shows the total, maximum, minimum, or average duration of all Hold events on the given time frame.

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

Inbound Trunk Call Count
Shows the total number of inbound calls that used the specified trunk during the given day of the month.

Inbound Trunk Duration
Shows the total amount of time that the specified trunk was used for inbound calls during the given time frame.

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

Max Agents Logged Into Extension
Shows the largest number of agents that were simultaneously logged into an extension during the given time frame.

Max Agents Logged Into Group
Shows the largest number of agents that were simultaneously logged into the specified group(s) during the given time frame.

Max Agents Ready
Shows the largest number of agents that were simultaneously in the Ready state during the given time frame.

Max Agents with Feature Enabled
Shows the largest number of agents that simultaneously had the specified feature(s) enabled during the given time frame.

Max Calls in Queue
Shows the largest number of calls that were simultaneously waiting in queue during the given time frame.

Max Channel Usage
Shows the largest number of trunk channels that were simultaneously in use during the given time frame.

Max Trunk Saturation
Shows the maximum percentage of channels in the specified trunk that were used simultaneously during the given time frame.

Outbound Calls
Shows the total number of outbound calls associated with the time frame. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.

Outbound Trunk Call Count
Shows the total number of outbound calls that used the specified trunk during the given time frame.

Outbound Trunk Duration
Shows the total amount of time that the specified trunk was used for outbound calls during the given time frame.

Park Duration
Shows the total, maximum, minimum, or average duration of all Park events on the given time frame.

Percent of Calls Abandoned
Shows the percentage of calls that happened on the given time frame and 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 that happened on the given time frame and 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 that happened on the given time frame where the caller reached a queue and hung up before being answered by an agent.

Presented Calls
Shows the total number of calls that took place on the given time frame where an agent was involved in at least one Ringing event, meaning the agent had a chance to participate in the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Please note:
This column does not look for Talking events. A call that contains at least one Ringing event will count as presented, regardless of whether or not it was answered.
An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

Queue Duration
Shows the total, maximum, minimum, or average duration of all Queue events on the given time frame.

Reason Count
Shows the number of times a reason code was used during a given time frame.

Reason Duration
Shows the total, maximum, minimum, or average duration of a reason code in the given time frame.

Ringing Duration
Shows the total, maximum, minimum, or average duration of all Ringing events on the given time frame.

Talking Duration
Shows the total, maximum, minimum, or average duration of all Talking events on the given time frame.

Transfer Hold Duration
Shows the total, maximum, minimum, or average duration of all Transfer Hold events on the given time frame.

Trunk Call Count
Shows the total number of calls that used the specified trunk during the given time frame.

Trunk Duration
Shows the total amount of time that the specified trunk was used during the given time frame.

Unanswered Calls
Shows the number of inbound calls associated with the given time frame that did not contain at least one Talking event. These are calls that were never handled by a live agent.

Vector Duration
Shows the total, maximum, minimum, or average duration of a vector in the given time frame.

Voicemail Duration
Shows the total, maximum, minimum, or average duration of all Voicemail events on the given time frame.

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