Calls by Day #
The table below shows which fields are available on the Calls by Day template
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Call Times #
Field Name | Description | Default Field? |
---|---|---|
First Answer Time | The first time a call was answered during the report period. | |
First End Time | The first time a call ended during the report period. | |
First Start Time | The first time a call started during the report period. | |
Last Answer Time | The time the last call was answered during the report period. | |
Last End Time | The time the last call ended during the report period. | |
Last Start Time | The time the last call started during the report period. | |
Start Time | The time the call or call segment started ringing. | ✔ |
Call Times (%) #
Field Name | Description | Default Field? |
---|---|---|
% Hold Time | The Total Hold Time as a percentage of Total Call Duration. | |
% Hold Time (inc. IC) | The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC). | |
% Parked Time | The Total Parked Time as a percentage of Total Call Duration. | |
% Parked Time (inc. IC) | The Total Parked Time (inc. IC) as a percentage of Total Call Duration (inc. IC). | |
% Ring Time | The Total Ring Time as a percentage of Total Call Duration. | |
% Ring Time (inc. IC) | The Total Ring Time as a percentage of Total Call Duration (inc. IC). | |
% Talk Time | The Talk Time as a percentage of Total Call time (external calls only). | |
% Talk Time (inc. IC) | The Talk Time as a percentage of Total Call time including internal calls. |
Call Times (Average) #
Field Name | Description | Default Field? |
---|---|---|
Avg Call Duration | The average call duration for all external calls, whether they were answered or not. This includes all incoming and outgoing calls. | |
Avg Hold Time | The average hold duration for all calls (external calls only). | |
Avg Hold Time In | The average hold duration for all incoming calls (external calls only). | |
Avg Hold Time Out | The average hold duration for all outgoing calls (external calls only). | |
Avg Incoming Call Duration | The average call duration for all incoming calls (external calls only). | |
Avg Outgoing Call Duration | The average call duration for all outgoing calls (external calls only). | |
Avg Parked Time | The average parked duration for all calls (external calls only). | |
Avg Parked Time In | The average parked duration for all incoming calls (external calls only). | |
Avg Parked Time Out | The average parked duration for all outgoing calls (external calls only). | |
Avg Ring Time | The average amount of time calls spend ringing (external calls only). | |
Avg Ring Time Abandoned | The average amount of ring time on Abandoned calls. | |
Avg Ring Time In | The average amount of ring time on incoming calls (external calls only). | ✔ |
Avg Ring Time Out | The average amount of ring time on outgoing calls (external calls only). | |
Avg Talk Time | The average talk time for all calls (external calls only). | ✔ |
Avg Talk Time In | The average talk time for all incoming calls (external calls only). | |
Avg Talk Time Out | The average talk time for all outgoing calls (external calls only). |
Call Times (Min/Max) #
Field Name | Description | Default Field? |
---|---|---|
Longest Call Duration | The duration of the call with the longest duration (external calls only). | |
Longest Hold Time | The longest a call was on hold (external calls only). | |
Longest Hold Time In | The longest an incoming call was on hold (external calls only). | |
Longest Hold Time Out | The longest an outgoing call was on hold (external calls only). | |
Longest Incoming Call Duration | The duration of the call with the longest duration (external calls only). | |
Longest Outgoing Call Duration | The longest duration for a single outgoing call (external calls only). | |
Longest Parked Time | The longest a call was parked (external calls only). | |
Longest Parked Time Abandoned | The longest a call was parked that was abandoned. | |
Longest Parked Time In | The longest an incoming call was parked (external calls only). | |
Longest Parked Time Out | The longest an outgoing call was parked (external calls only). | |
Longest Ring Time | The longest any call was ringing (external calls only). | |
Longest Ring Time Abandoned | The ring time of the longest ringing abandoned call. | |
Longest Ring Time In | The longest any incoming call was ringing (external calls only). | ✔ |
Longest Ring Time Out | The longest any outgoing call was ringing (external calls only). | |
Longest Talk Time | The longest time a single call spent in the talking state (external calls only). | |
Longest Talk Time In | The longest time a single incoming call spent in the talking state (external calls only). | |
Longest Talk Time Out | The longest time a single outgoing call spent in the connected state (external calls only). | |
Shortest Call Duration | The shortest duration for a single call (external calls only). | |
Shortest Hold Time | The shortest hold time for a single call (external calls only). | |
Shortest Hold Time In | The shortest hold time for a single incoming call (external calls only). | |
Shortest Hold Time Out | The shortest hold time for a single outgoing call (external calls only). | |
Shortest Incoming Call Duration | The shortest duration for a single incoming call (external calls only). | |
Shortest Outgoing Call Duration | The shortest duration for a single outgoing call (external calls only). | |
Shortest Parked Time | The shortest parked time for a single call (external calls only). | |
Shortest Parked Time In | The shortest parked time for a single incoming call (external calls only). | |
Shortest Parked Time Out | The shortest parked time for a single outgoing call (external calls only). | |
Shortest Ring Time | The shortest ring time for a single call (external calls only). | |
Shortest Ring Time Abandoned | The shortest ring time for an abandoned call. | |
Shortest Ring Time In | The shortest ring time for a single incoming call (external calls only). | |
Shortest Ring Time Out | The shortest ring time for a single outgoing call (external calls only). | |
Shortest Talk Time | The shortest time a single call spent in the talking state (external calls only). | |
Shortest Talk Time In | The shortest time a single incoming call spent in the talking state (external calls only). | |
Shortest Talk Time Out | The shortest time a single outgoing call spent in the talking state (external calls only). |
Call Times (Total) #
Field Name | Description | Default Field? |
---|---|---|
Total Call Duration | The cumulative Call Duration for all calls (external calls only). | |
Total Hold Time | The total call time on hold (external calls only). | |
Total Hold Time In | The total incoming call time on hold (external calls only). | |
Total Hold Time Out | The total outgoing call time on hold (external calls only). | |
Total Incoming Call Duration | The cumulative Call Duration for all incoming calls (external calls only). | |
Total Outgoing Call Duration | The cumulative Call Duration for all outgoing calls (external calls only). | |
Total Parked Time | The total call time parked (external calls only). | |
Total Parked Time In | The total incoming call time parked (external calls only). | |
Total Parked Time Out | The total outgoing call time parked (external calls only). | |
Total Ring Time | Total time that calls were Ringing (external calls only). | |
Total Ring Time Abandoned | Total time that abandoned calls were Ringing. | |
Total Ring Time In | Total time that incoming calls were Ringing (external calls only). | |
Total Ring Time Out | Total time that outgoing calls were Ringing (external calls only). | |
Total Talk Time | Total talk time (external calls only). | ✔ |
Total Talk Time In | Total incoming talk time (external calls only). | |
Total Talk Time Out | Total outgoing talk time (external calls only). |
Call Times (Average) (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
Avg Call Duration (inc. IC) | The average call duration for all calls, including internal calls. | |
Avg Hold Time (inc. IC) | The average hold duration for all calls including internal calls. | |
Avg Hold Time In (inc. IC) | The average hold duration for all incoming calls including internal calls. | |
Avg Hold Time Out (inc. IC) | The average hold duration for all outgoing calls including internal calls. | |
Avg Incoming Call Duration (inc. IC) | The average call duration for all incoming calls including internal calls. | |
Avg Outgoing Call Duration (inc. IC) | The average call duration for all outgoing calls including internal calls. | |
Avg Parked Time (inc. IC) | The average parked duration for all calls including internal calls. | |
Avg Parked Time In (inc. IC) | The average parked duration for all incoming calls including internal calls. | |
Avg Parked Time Out (inc. IC) | The average parked duration for all outgoing calls including internal calls. | |
Avg Ring Time (inc. IC) | The average amount of ring time on calls, including internal calls. | |
Avg Ring Time In (inc. IC) | The average amount of ring time on incoming calls, including internal calls. | |
Avg Ring Time Out (inc. IC) | The average amount of ring time on outgoing calls including internal calls. | |
Avg Talk Time (inc. IC) | The average talk time for all calls ,including internal calls. | |
Avg Talk Time In (inc. IC) | The average talk time for all incoming calls, including internal calls. | |
Avg Talk Time Out (inc. IC) | The average talk time for all outgoing calls, including internal calls. |
Call Times (Min/Max) (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
First Answer Time (inc. IC) | The first time a call was answered during the report period, including internal calls. | |
First End Time (inc. IC) | The first time a call ended during the report period, including internal calls. | |
First Start Time (inc. IC) | The first time a call started during the report period, including internal calls. | |
Last Answer Time (inc. IC) | The time the last call was answered during the report period, including internal calls. | |
Last End Time (inc. IC) | The time the last call ended during the report period, including internal calls. | |
Last Start Time (inc. IC) | The time the last call started during the report period, including internal calls. | |
Longest Call Duration (inc. IC) | The longest duration for a single call, including internal calls. | |
Longest Hold Time (inc. IC) | The longest a call was on hold, including internal calls. | |
Longest Hold Time In (inc. IC) | The longest an incoming call was on hold, including internal calls. | |
Longest Hold Time Out (inc. IC) | The longest an outgoing call was on hold, including internal calls. | |
Longest Incoming Call Duration (inc. IC) | The longest duration for a single incoming call, including internal calls. | |
Longest Outgoing Call Duration (inc. IC) | The longest duration for a single outgoing call, including internal calls. | |
Longest Parked Time (inc. IC) | The longest a call was parked, including internal calls. | |
Longest Parked Time In (inc. IC) | The longest an incoming call was parked, including internal calls. | |
Longest Parked Time Out (inc. IC) | The longest an outgoing call was parked, including internal calls. | |
Longest Ring Time (inc. IC) | The longest any call was ringing, including internal calls. | |
Longest Ring Time In (inc. IC) | The longest any incoming call was ringing, including internal calls. | |
Longest Ring Time Out (inc. IC) | The longest any outgoing call was ringing, including internal calls. | |
Longest Talk Time (inc. IC) | The longest time a single call spent in the connected state, including internal calls. | |
Longest Talk Time In (inc. IC) | The longest time a single incoming call spent in the connected state, including internal calls. | |
Longest Talk Time Out (inc. IC) | The longest time a single outgoing call spent in the connected state, including internal calls. | |
Shortest Call Duration (inc. IC) | The shortest duration for a single call, including internal calls. | |
Shortest Hold Time (inc. IC) | The shortest hold time for a single call, including internal calls. | |
Shortest Hold Time In (inc. IC) | The shortest hold time for a single incoming call, including internal calls. | |
Shortest Hold Time Out (inc. IC) | The shortest hold time for a single outgoing call, including internal calls. | |
Shortest Incoming Call Duration (inc. IC) | The shortest duration for a single incoming call, including internal calls. | |
Shortest Outgoing Call Duration (inc. IC) | The shortest duration for a single outgoing call, including internal calls. | |
Shortest Parked Time (inc. IC) | The shortest parked time for a single call, including internal calls. | |
Shortest Parked Time In (inc. IC) | The shortest parked time for a single incoming call, including internal calls. | |
Shortest Parked Time Out (inc. IC) | The shortest parked time for a single outgoing call, including internal calls. | |
Shortest Ring Time (inc. IC) | The shortest ring time for a single call, including internal calls. | |
Shortest Ring Time In (inc. IC) | The shortest ring time for a single incoming call, including internal calls. | |
Shortest Ring Time Out (inc. IC) | The shortest ring time for a single outgoing call, including internal calls. | |
Shortest Talk Time (inc. IC) | The shortest time a single call spent in the talking state, including internal calls. | |
Shortest Talk Time In (inc. IC) | The shortest time a single incoming call spent in the talking state, including internal calls. | |
Shortest Talk Time Out (inc. IC) | The shortest time a single outgoing call spent in the talking state, including internal calls. |
Call Times (Total) (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
Total Call Duration (inc. IC) | The cumulative Call Duration for all calls, including internal calls. | |
Total Hold Time (inc. IC) | The total call time on hold including internal calls. | |
Total Hold Time In (inc. IC) | The total incoming call time on hold including internal calls. | |
Total Hold Time Out (inc. IC) | The total outgoing call time on hold including internal calls. | |
Total Incoming Call Duration (inc. IC) | The cumulative Call Duration for all incoming calls, including internal calls. | |
Total Outgoing Call Duration (inc. IC) | The cumulative Call Duration for all outgoing calls, including internal calls. | |
Total Parked Time (inc. IC) | The total call time parked including internal calls. | |
Total Parked Time In (inc. IC) | The total incoming call time parked including internal calls. | |
Total Parked Time Out (inc. IC) | The total outgoing call time parked including internal calls. | |
Total Ring Time (inc. IC) | Total time that calls were Ringing including internal calls. | |
Total Ring Time In (inc. IC) | Total time that incoming calls were Ringing including internal calls. | |
Total Ring Time Out (inc. IC) | Total time that outgoing calls were Ringing including internal calls. | |
Total Talk Time (inc. IC) | Total talk time including internal calls. | |
Total Talk Time In (inc. IC) | Total incoming talk time including internal calls. | |
Total Talk Time Out (inc. IC) | Total outgoing talk time including internal calls. |
Call Totals #
Field Name | Description | Default Field? |
---|---|---|
Abandoned Calls | The total number of Abandoned Calls (external calls only). | |
All Calls | The total number of calls (external calls only). | |
Answered Calls | The total number of calls answered (external calls only). | |
Conference Calls | The total number of conference calls (external calls only). | |
Contact Matches | The total number of calls that have one or more contact matches. | |
Incoming Answered | The total number of incoming calls answered (external calls only). | ✔ |
Incoming Calls | The total number of incoming calls (external calls only). | ✔ |
Incoming Unanswered | The total number of incoming calls unanswered (external calls only). | |
Incoming with Caller ID | Total number of Incoming calls with CLI presented. | |
Outgoing Answered | Total number of Outgoing calls answered (external calls only). | ✔ |
Outgoing Calls | Total number of Outgoing calls (external calls only). | ✔ |
Outgoing Unanswered | Total number of Outgoing calls unanswered (external calls only). | |
Short Answered Calls | Total number of Short Answered calls (external calls only). | |
Total Incoming Parked | The total number of incoming calls parked (external calls only). | |
Total Outgoing Parked | The total number of outgong calls parked (external calls only). | |
Total Parked | The total number of calls parked (external calls only). | |
Total Parked Abandoned | The total number of calls parked which were abandoned when parked. | |
Trunk to Trunk Calls | The total number of calls that include both an incoming and outgoing trunks. | |
Unanswered Calls | The total number of calls unanswered (external calls only). |
Call Totals (%) #
Field Name | Description | Default Field? |
---|---|---|
% Abandoned Calls | The number of Abandoned Calls as a percentage of Incoming Calls. | |
% Answered | The number of Answered Calls as a percentage of All Calls. | |
% Conference Calls | The number of Conference Calls as a percentage of All Calls. | |
% Incoming Answered | The number of Incoming Answered calls as a percentage of All Calls. | |
% Incoming Calls | The number of Incoming Calls as a percentage of All Calls. | |
% Incoming Parked | The number of Total Incoming Parked calls as a percentage of All Calls. | |
% Incoming Unanswered | The number of Incoming Unanswered calls as a percentage of All Calls. | |
% Matched Calls | The number of Contact Matches as a percentage of All Calls. | |
% Outgoing Answered | The number of Outgoing Answered as a percentage of Outgoing Calls. | |
% Outgoing Calls | The number of Outgoing Calls as a percentage of All Calls. | |
% Outgoing Parked | The number of Total Outgoing Parked calls as a percentage of All Calls. | |
% Outgoing Unanswered | The number of Outgoing Unanswered as a percentage of Outgoing Calls. | |
% Parked | The number of Total Parked as a percentage of All Calls. | |
% Short Answered Calls | The number of Short Answered Calls as a percentage of All Calls. | |
% Unanswered | The number of Unanswered Calls as a percentage of All Calls. |
Call Totals (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
All Calls (inc. IC) | The total number of calls including internal calls. | |
Answered Calls (inc. IC) | The total number of calls answered including internal calls. | |
Conference Calls (inc. IC) | Total number of Conference calls including internal calls. | |
Incoming Answered (inc. IC) | The total number of incoming calls answered including internal calls. | |
Incoming Calls (inc. IC) | The total number of incoming calls including internal calls. | |
Incoming Unanswered (inc. IC) | The total number of incoming calls unanswered including internal calls. | |
Internal Calls | Total number of Internal Calls. | |
Outgoing Answered (inc. IC) | Total number of Outgoing calls answered including internal calls. | |
Outgoing Calls (inc. IC) | Total number of Outgoing calls including internal calls. | |
Outgoing Unanswered (inc. IC) | Total number of Outgoing calls unanswered including internal calls. | |
Short Answered Calls (inc. IC) | Total number of Short Answered calls including internal calls. | |
Unanswered Calls (inc. IC) | The total number of calls uunanswered including internal calls. |
Call Totals (%) (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
% Answered (inc. IC) | The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC). | |
% Incoming Answered (inc. IC) | The number of Incoming Answered (inc. IC) calls as a percentage of All Calls (inc. IC). | |
% Incoming Calls (inc. IC) | The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC). | |
% Incoming Unanswered (inc. IC) | The number of Incoming Unanswered (inc. IC) calls as a percentage of All Calls (inc. IC). | |
% Outgoing Answered (inc. IC) | The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC). | |
% Outgoing Calls (inc. IC) | The number of Outgoing Calls as a percentage of All Calls (inc. IC). | |
% Outgoing Unanswered (inc. IC) | The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC). | |
% Unanswered (inc. IC) | The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC). |
Report's Call Totals (%) #
Field Name | Description | Default Field? |
---|---|---|
% Total Abandoned | The number of Abandoned Calls as a percentage of the Abandoned Calls for the report. | |
% Total All Calls | The number of All Calls as a percentage of the total number of All Calls on the report. | |
% Total Answered Calls | The number of Answered Calls as a percentage of the total number of Answered Calls on the report. | |
% Total Conference Calls | The number of Conference Calls as a percentage of the Conference Calls for the report. | |
% Total Incoming Answered | The number of Incoming Answered as a percentage of the total number of Incoming Answered on the report. | |
% Total Incoming Calls | The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report. | ✔ |
% Total Incoming Parked | The number of Total Incoming Parked as a percentage of the total number of Total Parked on the report. | |
% Total Incoming Unanswered | The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report. | |
% Total Matched Calls | The number of Contact Matches as a percentage of the All Calls for the report. | |
% Total Outgoing Answered | The number of Outgoing Answered as a percentage of the Outgoing Answered for the report. | |
% Total Outgoing Calls | The number of Outgoing Calls as a percentage of the Outgoing Calls for the report. | ✔ |
% Total Outgoing Parked | The number of Total Outgoing Parked as a percentage of the total number of Total Parked on the report. | |
% Total Outgoing Unanswered | The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report. | |
% Total Parked | The number of Total Parked as a percentage of the total number of Total Parked on the report. | |
% Total Parked Abandoned | The number of Total Parked Abandoned as a percentage of the total number of Total Parked on the report. | |
% Total Short Answered Calls | The number of Short Answered Calls as a percentage of the Short Answered Calls for the report. | |
% Total Unanswered Calls | The number of Unanswered Calls as a percentage of the total number of Unanswered Calls on the report. |
Report's Call Totals (%) (inc. IC) #
Field Name | Description | Default Field? |
---|---|---|
% Total All Calls (inc. IC) | The number of All Calls (inc. IC) as a percentage of the total number of All Calls (inc. IC) on the report. | |
% Total Answered Calls (inc. IC) | The number of Answered Calls (inc. IC) as a percentage of the total number of Answered Calls (inc. IC) on the report. | |
% Total Conference Calls (inc. IC) | The number of Conference Calls (inc. IC) as a percentage of the Conference Calls (inc. IC) for the report. | |
% Total Incoming Answered (inc. IC) | The number of Incoming Answered (inc. IC) as a percentage of the total number of Incoming Answered (inc. IC) on the report. | |
% Total Incoming Calls (inc. IC) | The number of Incoming Calls (inc. IC) as a percentage of the Incoming Calls (inc. IC) for the report. | |
% Total Incoming Unanswered (inc. IC) | The number of Incoming Unanswered (inc. IC) as a percentage of the total number of Incoming Unanswered (inc. IC) on the report. | |
% Total Outgoing Answered (inc. IC) | The number of Outgoing Answered (inc. IC) as a percentage of the Outgoing Answered (inc. IC) for the report. | |
% Total Outgoing Calls (inc. IC) | The number of Outgoing Calls (inc. IC) as a percentage of the Outgoing Calls (inc. IC) for the report. | |
% Total Outgoing Unanswered (inc. IC) | The number of Outgoing Unanswered (inc. IC) as a percentage of the Outgoing Unanswered (inc. IC) for the report. | |
% Total Short Answered Calls (inc. IC) | The number of Short Answered Calls (inc. IC) as a percentage of the Short Answered Calls (inc. IC) for the report. | |
% Total Unanswered Calls (inc. IC) | The number of Unanswered Calls (inc. IC) as a percentage of the total number of Unanswered Calls (inc. IC) on the report. |
Report's Service Level Totals (%) #
Field Name | Description | Default Field? |
---|---|---|
% Total Abandoned > SLOver | The number of Abandoned > SLOver as a percentage of the Abandoned > SLOver for the report. | |
% Total Abandoned ≤ SL1 | The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report. | |
% Total Abandoned ≤ SL10 | The number of Abandoned ≤ SL10 as a percentage of the Abandoned ≤ SL10 for the report. | |
% Total Abandoned ≤ SL11 | The number of Abandoned ≤ SL11 as a percentage of the Abandoned ≤ SL11 for the report. | |
% Total Abandoned ≤ SL12 | The number of Abandoned ≤ SL12 as a percentage of the Abandoned ≤ SL12 for the report. | |
% Total Abandoned ≤ SL2 | The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report. | |
% Total Abandoned ≤ SL3 | The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report. | |
% Total Abandoned ≤ SL4 | The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report. | |
% Total Abandoned ≤ SL5 | The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report. | |
% Total Abandoned ≤ SL6 | The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report. | |
% Total Abandoned ≤ SL7 | The number of Abandoned ≤ SL7 as a percentage of the Abandoned ≤ SL7 for the report. | |
% Total Abandoned ≤ SL8 | The number of Abandoned ≤ SL8 as a percentage of the Abandoned ≤ SL8 for the report. | |
% Total Abandoned ≤ SL9 | The number of Abandoned ≤ SL9 as a percentage of the Abandoned ≤ SL9 for the report. | |
% Total Answered > SLOver | The number of Answered > SLOver as a percentage of the Answered > SLOver for the report. | |
% Total Answered ≤ SL1 | The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report. | |
% Total Answered ≤ SL10 | The number of Answered ≤ SL10 as a percentage of the Answered ≤ SL10 for the report. | |
% Total Answered ≤ SL11 | The number of Answered ≤ SL11 as a percentage of the Answered ≤ SL11 for the report. | |
% Total Answered ≤ SL12 | The number of Answered ≤ SL12 as a percentage of the Answered ≤ SL12 for the report. | |
% Total Answered ≤ SL2 | The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report. | |
% Total Answered ≤ SL3 | The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report. | |
% Total Answered ≤ SL4 | The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report. | |
% Total Answered ≤ SL5 | The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report. | |
% Total Answered ≤ SL6 | The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report. | |
% Total Answered ≤ SL7 | The number of Answered ≤ SL7 as a percentage of the Answered ≤ SL7 for the report. | |
% Total Answered ≤ SL8 | The number of Answered ≤ SL8 as a percentage of the Answered ≤ SL8 for the report. | |
% Total Answered ≤ SL9 | The number of Answered ≤ SL9 as a percentage of the Answered ≤ SL9 for the report. |
Service Levels #
Field Name | Description | Default Field? |
---|---|---|
Abandoned > SLOver | The total number of incoming calls abandoned outside service level. | |
Abandoned ≤ SL1 | The total number of incoming calls abandoned inside service level 1. | |
Abandoned ≤ SL10 | The total number of incoming calls abandoned inside service level 10. | |
Abandoned ≤ SL11 | The total number of incoming calls abandoned inside service level 11. | |
Abandoned ≤ SL12 | The total number of incoming calls abandoned inside service level 12. | |
Abandoned ≤ SL2 | The total number of incoming calls abandoned inside service level 2. | |
Abandoned ≤ SL3 | The total number of incoming calls abandoned inside service level 3. | |
Abandoned ≤ SL4 | The total number of incoming calls abandoned inside service level 4. | |
Abandoned ≤ SL5 | The total number of incoming calls abandoned inside service level 5. | |
Abandoned ≤ SL6 | The total number of incoming calls abandoned inside service level 6. | |
Abandoned ≤ SL7 | The total number of incoming calls abandoned outside service level 6. | |
Abandoned ≤ SL8 | The total number of incoming calls abandoned inside service level 8. | |
Abandoned ≤ SL9 | The total number of incoming calls abandoned inside service level 9. | |
Answered > SLOver | The total number of Incoming Answered, answered outside service level. | |
Answered ≤ SL1 | The total number of Incoming Answered, answered inside service level 1. | |
Answered ≤ SL10 | The total number of Incoming Answered, answered inside service level 10. | |
Answered ≤ SL11 | The total number of Incoming Answered, answered inside service level 11. | |
Answered ≤ SL12 | The total number of Incoming Answered, answered inside service level 12. | |
Answered ≤ SL2 | The total number of Incoming Answered, answered inside service level 2. | |
Answered ≤ SL3 | The total number of Incoming Answered, answered inside service level 3. | |
Answered ≤ SL4 | The total number of Incoming Answered, answered inside service level 4. | |
Answered ≤ SL5 | The total number of Incoming Answered, answered inside service level 5. | |
Answered ≤ SL6 | The total number of Incoming Answered, answered inside service level 6. | |
Answered ≤ SL7 | The total number of Incoming Answered, answered outside service level 6. | |
Answered ≤ SL8 | The total number of Incoming Answered, answered inside service level 8. | |
Answered ≤ SL9 | The total number of Incoming Answered, answered inside service level 9. |
Service Level Totals (%) #
Field Name | Description | Default Field? |
---|---|---|
% Abandoned > SLOver | The number of Abandoned > SLOver as a percentage of Incoming Calls. | |
% Abandoned ≤ SL1 | The number of Abandoned ≤ SL1 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL10 | The number of Abandoned ≤ SL10 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL11 | The number of Abandoned ≤ SL11 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL12 | The number of Abandoned ≤ SL12 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL2 | The number of Abandoned ≤ SL2 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL3 | The number of Abandoned ≤ SL3 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL4 | The number of Abandoned ≤ SL4 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL5 | The number of Abandoned ≤ SL5 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL6 | The number of Abandoned ≤ SL6 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL7 | The number of Abandoned ≤ SL7 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL8 | The number of Abandoned ≤ SL8 as a percentage of Incoming Calls. | |
% Abandoned ≤ SL9 | The number of Abandoned ≤ SL9 as a percentage of Incoming Calls. | |
% Answered > SLOver | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL1 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL10 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL11 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL12 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL2 | The number of Answered ≤ SL2 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL3 | The number of Answered ≤ SL3 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL4 | The number of Answered ≤ SL4 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL5 | The number of Answered ≤ SL5 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL6 | The number of Answered ≤ SL6 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL7 | The number of Answered ≤ SL7 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL8 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. | |
% Answered ≤ SL9 | The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. |
Filter Fields #
This section outlines which filter fields can be used on the Calls by Day template
Field Name | Description |
---|---|
Abandoned | An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. |
Account ID | The ID of the communication system being monitored. |
Account Name | The name of the communication system being monitored. |
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). |
Answering Agent Name | The name of the first agent that answered the call (if applicable). |
Answering Agent Number | The number of the first agent that answered the call (if applicable). |
Answering Device Name | The name of the first device the call was answered at. This will be empty if the call was not answered. |
Answering Device Number | The number of the first device the call was answered at. This will be empty if the call was not answered. |
Answering Group Name | The name of the first user group the call was answered at. This will be empty if the call was not answered. |
Answering User Name | The name of the first user the call was answered by. This will be empty if the call was not answered. |
Answering User Number | The number of the first user the call was answered by. This will be empty if the call was not answered. |
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. |
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. |
DDI Name/Presentation Name | The DDI name or the presentation number name. |
DDI/Presentation Number | The DDI number or the presentation number. |
Device Name | The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
Device Number | The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
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. |
The email address of the matched contact. | |
First Rang Agent Name | The name of the first agent the call rang at. |
First Rang Agent Number | The number of the first agent the call rang at. |
First Rang Device Name | The name of the first device the call rang at. |
First Rang Device Number | The number of the first device the call rang at. |
First Rang Group Name | The name of the user group where the call first rang at. |
First Rang User Name | The name of the first user the call rang at. |
First Rang User Number | The number of the first user the call rang at. |
Hold Time | The total time this call segment spent on hold. |
Job Title | The job title of the matched contact. |
Last Answering Agent Name | The name of the last agent that answered the call (if applicable). |
Last Answering Agent Number | The number of the last agent that answered the call (if applicable). |
Last Answering Device Name | The name of the last device the call was answered at. This will be empty if the call was not answered. |
Last Answering Device Number | The number of the last device the call was answered at. This will be empty if the call was not answered. |
Last Answering User Name | The name of the last user the call was answered by. This will be empty if the call was not answered. |
Last Answering User Number | The number of the last user the call was answered by. This will be empty if the call was not answered. |
Last Rang Agent Name | The name of the last agent the call rang at. |
Last Rang Agent Number | The number of the last agent the call rang at. |
Last Rang Device Name | The name of the last device the call rang at. |
Last Rang Device Number | The number of the last device the call rang at. |
Last Rang Group Name | The name of the user group where the call last rang at. |
Last Rang User Name | The name of the last user the call rang at. |
Last Rang User Number | The number of the last user the call rang at. |
Matched | The call has one or more contact matches. |
Number Type | The type (Local, National or International) for the Caller ID number. |
Outgoing Caller ID | The telephone number presented on an outgoing call. |
Outgoing Caller ID Name | The name presented on an outgoing call. |
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. |
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. |
Short Answered | A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. |
Short Ringing | A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
Start Time | The time the call or call segment started ringing. |
Talk Time | The duration this call segment was in the answered state. |
Trunk to Trunk | A call that includes both an incoming and outgoing trunks. |
User Group Name | The name of the user's primary group. |
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. |