Summarised & Aggregated Data #

This section reviews how call data is aggregated/summarised when viewing reports based on segmented/non-segmented data.

Aggregation

The combining of the data from multiple call segments into a single call session to view the call as a whole rather than individual segments. This is done on Non-Segmented call lists and allows the user to view a call as a whole rather than the multiple call segments that may be involved.

For example, the Call List (Non-segmented) report will display a single call for each external call no matter how many transfers or other call scenarios took place.

Summarising

The process of grouping multiple calls together to view performance based on a single call parameter such user in a Calls by User report or DDI in a Calls by DDI report. When calls or calls segments are grouped together, additional summary fields become available including totals, averages, percentages and minimum and maximum values.

For example, the Call by User report groups calls together by the user involved and summarises the data so that statistics like 'Incoming Calls' and 'Incoming Answered' become available.

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Grouped (summarised) reports can be based on Segmented or Non-segmented data. In general, reports which are grouped by users, devices or queues are based on segmented data so performance on answering call segments can be measured. Reports based on trunks, caller IDs and DDIs are based on non-segmented data so that customer experience can be measured.

Aggregated Call Segments #

When reports/statistics are based on call sessions rather than call segments, the call segment data is aggregated to provide the information required.

The table below outlines how the call data is aggregated when combining data from multiple call segments:

Field Name	Aggregation Effect
Agent	If the call was answered, this will contain the details of the agent logged in if available. Otherwise it will contain the agent details where the call first rang. If no agent was logged at all, these fields will be blank.
Answer Time	The time the call was first answered.
Call Answered	If any segment of the call was answered.
Call Duration	The cumulative call time of all segments.
Call Type	The call type of the first segment.
Call ID	The call id of the first segment.
Device	If the call was answered, this will contain the details of the device that answered the call. Otherwise it will contain the details of the device where the call first rang.
End Time	The hang-up cause of the last segment.
Group / Queue	The details of the first hunt group the call passed through if applicable.
Hang-up Cause	The end event of the last segment.
Hold Duration	The cumulative hold duration for all segments.
Lost Call	Was the last segment of the call answered?
Parked Time	The time the call spent in the park state.
Ring Duration	The ring duration until the call was first answered.
Route Path Name/Number	The route path properties of the last segment which does not have a blank route path name/number.
Start Time	The start time of the initial segment.
Talk Duration	The cumulative talk duration for all segments including any ring time after the call was first answered.
Transferred From (Agent/Device/User)	Contains the transferring device's details the first time the calls was transferred if applicable.
Transferred To (Agent/Device/User)	Contains the transferred to device's details the first time the calls was transferred if applicable.
User Name/User Number	If the call was answered, this will contain the details of the user that answered the call. Otherwise it will contain the user where the call first rang.

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If a Call List field is not listed here, aggregation will have no effect on it.

When combining the call details of call segments together into a single Non-segmented call record to report on, the call's times and durations are combined in the following way:

Non-segmented Call Duration
Call Duration = Ring Duration + Talk Duration + Hold Duration + Parked Time

Summarised Call Data #

When analysing a summarized (grouped) report, it is important to understand what has happened to each call. This is done by evaluating similar summarized columns to make sure they add up to the total number of calls (e.g. Total Calls Handled = Total Calls In + Total Calls Out).

Depending on how the report is grouped or whether the report is using segmented call data or not, the way the summarised data adds up is different.

Grouping Segmented Data (Agent, Device, User or Queue/Group)

The following tables show how call totals and durations can be analysed in the context of a grouped report using segmented data.

Call Totals
Total Calls = Incoming Calls + Outgoing Calls
Total Calls = Calls Internal + Calls External
Total Calls = Calls Answered + Calls Lost + Calls Refused + Calls Overflowed Out

| Calls Answered = Calls Completed + Calls Transferred Out

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Reports that group segmented call data by queue vary slightly to ones grouped by other devices because queues cannot answer calls. Due to this fact, Calls Transferred Out or Calls Refused are not relevant on this report.

Call Durations
Total Call Time = Total Ring Time + Total Talk Time + Total Hold Time + Total Parked Time
Total Call Time (In) = Total Ring Time (In) + Total Talk Time (In) + Total Hold Time (In) + Total Parked Time (In)
Total Call Time (Out) = Total Ring Time (Out) + Total Talk Time (Out) + Total Hold Time (Out) + Total Parked Time (Out)

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Wrap duration is an agent statistic not a call statistic and so does not feature as part of the call duration.

Grouping Non-Segmented Data (DDI, Trunk, Phone Number, Start Time)

The following tables show how call totals and durations can be analysed in the context of a grouped report using non-segmented data.

Call Totals
Total Calls = Calls Incoming + Calls Outgoing + Calls Internal¹
Total Calls = Calls Internal + Calls External
Total Calls = Calls Answered + Calls Lost

Call Durations
Total Call Time = Total Ring Time + Total Talk Time + Total Hold Time + Total Parked Time
Total Call Time (In) = Total Ring Time (In) + Total Talk Time (In) + Total Hold Time (In) + Total Parked Time (In)
Total Call Time (Out) = Total Ring Time (Out) + Total Talk Time (Out) + Total Hold Time (Out) + Total Parked Time (Out)

Call Rates/Periods #

To help provide more context to report call data, some reports/statistics show summarised call data based on a rate or period. Where the term Rate or Period is included in a statistic, the Call Rate Period from the current Workspace has been used to group the data.

When a report is not grouped by an internal device on the telephone system, internal calls have no direction and so are not included in Calls Incoming or Calls Outgoing statistics. ↩︎