Abandoned Calls by Day & Time

Abandoned Calls by Day & Time #

The table below shows which fields are available on the Abandoned Calls by Day & Time template.

Information Circle 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?
Start Time The time the call or call segment started ringing. ✔

Call Times (Average) #

Field Name Description Default Field?
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). ✔

Call Times (Min/Max) #

Field Name Description Default Field?
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).
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).

Call Times (Total) #

Field Name Description Default Field?
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).

Call Totals #

Field Name Description Default Field?
Abandoned Calls The total number of Abandoned Calls (external calls only). ✔
Contact Matches The total number of calls that have one or more contact matches.
Incoming Calls The total number of incoming calls (external calls only). ✔
Incoming with Caller ID Total number of Incoming calls with CLI presented.

Call Totals (%) #

Field Name Description Default Field?
% Abandoned Calls The number of Abandoned Calls as a percentage of Incoming Calls. ✔
% Matched Calls The number of Contact Matches as a percentage of All Calls.

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 Incoming Calls The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report.
% Total Matched Calls The number of Contact Matches as a percentage of the All Calls for 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.

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 inside service level 7.
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.

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.

Filter Fields #

This section outlines which filter fields can be used on the Abandoned Calls by Day & Time template.

Field Name Description
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.
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.
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.
DID Name/Presentation Name The DID name or the presentation number name.
DID/Presentation Number The DID number or the presentation number.
Direct Inward Dial The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number.
Email The email address of the matched contact.
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.
Number Type The type (Local, National or International) for the Caller ID number.
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.