Call List (User)

Call List (User) #

The table below shows which fields are available on the Call List (User) template

Information Circle info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.

Call Info #

Field Name Description Default Field?
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. ✔
Answered Indicates whether the call or call segment was answered or not (Yes or No). ✔
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. ✔
Call Type The type of call, either Internal (intercom [IC]) or External. ✔
Caller ID Name The name provided by the network provider as being associated with the Caller ID. ✔
Conference The call was part of a conference.
Direct Inward Dial The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number.
Matched The call has one or more contact matches.
Outside Number The telephone number associated with this call. This applies to external calls only. ✔
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call.
Refused Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another). ✔
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX.

Call Info (Advanced) #

Field Name Description Default Field?
Call ID The telephone system's unique ID for this call.
Connection ID The unique ID of the connection.
Document ID Document ID.
End Cause The end event reason code received from the telephone system in relation to this call
Hang-up Cause The call Hang-up Cause provided by the communications platform.
PBX Type The type of PBX the call was made on.

Call Times #

Field Name Description Default Field?
Answer Time The time and date that this call or call segment was answered. This will be empty if the call was not answered.
Call Duration The total duration for this call or call segment including ring, hold and talk durations. ✔
End Time The time of day that this call or call segment ended.
Hold Time The total time this call segment spent on hold.
Parked Time The total time this call segment spent parked.
Ring Time The ring duration of the call or call segment. ✔
Start Time The time the call or call segment started ringing. ✔
Talk Time The duration this call segment was in the answered state.

Call Times (%) #

Field Name Description Default Field?
% Hold Time The Total Hold Time as a percentage of Total Call Duration.
% Parked Time The Total Parked Time as a percentage of Total Call Duration.
% Ring Time The Total Ring Time as a percentage of Total Call Duration.
% Talk Time The Talk Time as a percentage of Total Call time (external calls only).

Contact Info #

Field Name Description Default Field?
Company Name The company name of the matched contact.
Contact Name The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1 The data from tag field 1 of the matching contact record for this call.
Contact Tag 10 The data from tag field 10 of the matching contact record for this call.
Contact Tag 2 The data from tag field 2 of the matching contact record for this call.
Contact Tag 3 The data from tag field 3 of the matching contact record for this call.
Contact Tag 4 The data from tag field 4 of the matching contact record for this call.
Contact Tag 5 The data from tag field 5 of the matching contact record for this call.
Contact Tag 6 The data from tag field 6 of the matching contact record for this call.
Contact Tag 7 The data from tag field 7 of the matching contact record for this call.
Contact Tag 8 The data from tag field 8 of the matching contact record for this call.
Contact Tag 9 The data from tag field 9 of the matching contact record for this call.
CRM ID The reference of the matched contact in an external CRM system.
Email The email address of the matched contact.
Job Title The job title of the matched contact.

Users / Devices #

Field Name Description Default Field?
Agent Name The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.
Agent Number The Agent Number (Presence ID) of the Agent.
Called User Called Party User Number associated with the call or call segment.
Called User Name Called Party User Name associated with the call or call segment.
Calling User Name Calling Party User Name associated with the call or call segment.
Calling User Number Calling Party User Number associated with the call or call segment.
Queue Name The name of the queue the current call segment was presented from.
Queue Number The number of the queue the current call segment was presented from. ✔
User Email The email address of the User.
User Name The name of the user involved in the call or call segment. ✔
User Number The number of the user involved in the call or call segment. ✔

Filter Fields #

This section outlines which filter fields can be used on the Call List (User) template

Field Name Description
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Agent Name The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.
Agent Number The Agent Number (Presence ID) of the Agent.
Answered Indicates whether the call or call segment was answered or not (Yes or No).
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent.
Call Duration The total duration for this call or call segment including ring, hold and talk durations.
Call Type The type of call, either Internal (intercom [IC]) or External.
Caller ID Name The name provided by the network provider as being associated with the Caller ID.
Company Name The company name of the matched contact.
Conference The call was part of a conference.
Contact Name The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1 The data from tag field 1 of the matching contact record for this call.
Contact Tag 10 The data from tag field 10 of the matching contact record for this call.
Contact Tag 2 The data from tag field 2 of the matching contact record for this call.
Contact Tag 3 The data from tag field 3 of the matching contact record for this call.
Contact Tag 4 The data from tag field 4 of the matching contact record for this call.
Contact Tag 5 The data from tag field 5 of the matching contact record for this call.
Contact Tag 6 The data from tag field 6 of the matching contact record for this call.
Contact Tag 7 The data from tag field 7 of the matching contact record for this call.
Contact Tag 8 The data from tag field 8 of the matching contact record for this call.
Contact Tag 9 The data from tag field 9 of the matching contact record for this call.
CRM ID The reference of the matched contact in an external CRM system.
Direct Inward Dial The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number.
Document ID Document ID.
Email The email address of the matched contact.
End Cause The end event reason code received from the telephone system in relation to this call
Hold Time The total time this call segment spent on hold.
Job Title The job title of the matched contact.
Matched The call has one or more contact matches.
Outside Number The telephone number associated with this call. This applies to external calls only.
Parked Time The total time this call segment spent parked.
PBX Type The type of PBX the call was made on.
Queue Name The name of the queue the current call segment was presented from.
Queue Number The number of the queue the current call segment was presented from.
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call.
Refused Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another).
Ring Time The ring duration of the call or call segment.
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX.
Start Time The time the call or call segment started ringing.
Talk Time The duration this call segment was in the answered state.
User Name The name of the user involved in the call or call segment.
User Number The number of the user involved in the call or call segment.