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Actual Days in Timeframe
Shows the number of days represented by the report.

Please note:
If the report timeframe includes a particular day after advanced settings and shifts are applied, that day will be included in this count. Days that are completely skipped by advanced timeframe settings are not counted. For example, if your basic timeframe spans two full weeks, but your shift excludes Saturdays and Sundays, the Actual Days in Timeframe will be ten days, not fourteen.

Actual Hours in Timeframe
Shows the number of hours represented by the report.

Please note:
If the report timeframe includes a particular hour after advanced settings and shifts are applied, that hour will be included in this count. Hours that are completely skipped by advanced timeframe settings are not counted. For example, if your basic timeframe spans a full day, but your shift excludes the hours before 9 AM and after 5 PM, the Actual Hours in Timeframe will be eight, not 24.

Actual Minutes in Timeframe
Shows the number of minutes represented by the report.

Please note:
If the report timeframe includes a particular minute after advanced settings and shifts are applied, that minute will be included in this count. Minutes that are completely skipped by advanced timeframe settings are not counted. For example, if your basic timeframe spans one full day, but your shift excludes the hours before 9 AM and after 5 PM, the Actual Minutes in Timeframe will be 480 (the number of minutes in eight hours), not 1,440 (the number of minutes in 24 hours).

Actual Seconds in Timeframe
Shows the number of seconds represented by the report.

Please note:
If the report timeframe includes a particular second after advanced settings and shifts are applied, that second will be included in this count. Seconds that are completely skipped by advanced timeframe settings are not counted. For example, if your basic timeframe spans one full day, but your shift only includes the hour of 9:00 AM, the Actual Seconds in Timeframe will be 3,600 (the number of seconds in one hour), not 86,440 (the number of seconds in 24 hours).

General 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. 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 General Time to Answer.

General Answered Calls
Shows the total number of inbound phone calls that contained at least one Talking event. These are inbound calls that were handled by a live agent.

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

General Call Cost
Shows the total cost of all calls, based on the selected Call Cost Profile and the total call duration of each call.

Call Cost is determined by the selected Call Cost Profile. Each profile can define a number of rate labels, which determine how much each call costs per second based on the external number of the call.

General Call Count
Shows the total number of calls associated with the given timeframe. This includes inbound, internal, and outbound calls.

General Call Duration
Shows the total, maximum, minimum, or average duration of calls.

General Call Event Cost
Shows the total cost of all calls, based on the selected Call Cost Profile and the total duration of each selected event in each call. Note that this differs from General Call Cost because this field calculates based on event time, whereas General Call Cost calculates based on total call time.

Call Cost is determined by the selected Call Cost Profile. Each profile can define a number of rate labels, which determine how much each call costs per second based on the external number of the call.

General Dialing Duration
Shows the total, maximum, minimum, or average duration of all Dialing events.

General Do Not Disturb Duration
Shows the total, maximum, minimum, or average block of time agents spent in Do Not Disturb status.

General Event Duration
Shows the total, maximum, minimum, or average duration of all events of the specified type.

General Extension Login Duration
Shows the total, maximum, minimum, or average block of time agents spent logged in to an extension.

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

General Group Login Duration
Shows the total, maximum, minimum, or average block of time agents spent logged in to groups.

General 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. 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 General Time to Answer.

General Hold Duration
Shows the total, maximum, minimum, or average duration of all Hold events.

General Idle Duration
Shows the total, maximum, minimum, or average block of time agents spent in an Idle state. 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.

General Inbound Call Count
Shows the total number of inbound calls that entered the phone system during the specified timeframe.

General Internal Call Count
Shows the total number of internal calls that passed through the phone system during the specified timeframe.

General Outbound Call Count
Shows the total number of outbound calls that left the phone system during the specified timeframe.

General Park Duration
Shows the total, maximum, minimum, or average duration of all Park events.

General Percent of Calls Abandoned
Shows the percentage of calls 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.

General Percent of Calls Answered
Shows the percentage of calls 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.

General Percent of Calls Lost in Queue
Shows the percentage of inbound calls where the caller reached a queue and hung up before being answered by an agent.

General Percent Of Missed Calls Returned
Shows the percent of inbound calls that were not answered that were returned in the given timeframe. An unanswered inbound call is considered returned if

The calling party called back a second time and that call was answered
-OR-
There was an external call to the same number that the missed call came from within the timeframe. Note that you can configure criteria for the matching of external numbers, so a missed call from 801-555-5555 can match an outbound call to 91801-555-5555;

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

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

General Ready Duration
Shows the total, maximum, minimum, or average block of time agents spent in a Ready state for a group. 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.

General Ringing Duration
Shows the total, maximum, minimum, or average duration of all Ringing events.

General Talking Duration
Shows the total, maximum, minimum, or average duration of all Talking events.

General Time to Answer
Shows the total, maximum, minimum, or average time it took for Inbound calls 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.

General Transfer Hold Duration
Shows the total, maximum, minimum, or average duration of all Transfer Hold events.

General Unanswered Call Count
Shows the total number of inbound calls that entered the phone system but did not contain at least one Talking event during the specified timeframe. These are inbound calls that were never handled by a live agent.

General Vector Duration
Shows the total, maximum, minimum, or average duration of a vector.

General Voicemail Duration
Shows the total, maximum, minimum, or average duration of all Voicemail events.

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