The table below shows which fields are available on the Calls by Talk Time template
| 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). |
|
| 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). |
|
| 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). |
|
| 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. |
|
| 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. |
|
| 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. |
|
| 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). |
|
| 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. |
|
| 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. |
|
| 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. |
|
| 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. |
|
| 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. |
|
| 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. |
|
This section outlines which filter fields can be used on the Calls by Talk Time 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. |
| Email |
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. |
| 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. |