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External Number Report Fields

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

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

Caller ID Count
Shows the total number of distinct caller ID values that were associated with the given external number.

Caller ID List
Shows the list of all distinct caller ID values that were associated with the given external number.

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

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

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 from the given external number 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 external number.

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

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

Latest Caller ID
Shows the latest caller ID value to be associated with the given external number.

Outbound Calls
Shows the total number of outbound calls associated with the given external number. 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 external number.

Percent of Calls Abandoned
Shows the percentage of calls associated with the given external number 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 external number that include at least one Talking event, meaning it was 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 external number 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 external number.

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

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

Unanswered Calls
Shows the total number of incoming calls associated with the given external number 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 external number.

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