Calls by Number #

The table below shows which fields are available on the Calls by Number template

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

Call Info #

Field Name	Description	Default Field?
Area Code	The area code for the Caller ID number.
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.	✔
Country	The country for the Caller ID number.
Location	The location for the Caller ID number.
Outside Number	The telephone number associated with this call. This applies to external calls only.	✔
State	The state/province for the Caller ID number (NANPA region only).

Call Times (%) #

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

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 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.

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 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 Number 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.
Area Code	The area code for the Caller ID number.
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.
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.
Company Name	The company name of the matched contact.
Conference	The call was part of a conference.
Contact Name	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1	The data from tag field 1 of the matching contact record for this call.
Contact Tag 10	The data from tag field 10 of the matching contact record for this call.
Contact Tag 2	The data from tag field 2 of the matching contact record for this call.
Contact Tag 3	The data from tag field 3 of the matching contact record for this call.
Contact Tag 4	The data from tag field 4 of the matching contact record for this call.
Contact Tag 5	The data from tag field 5 of the matching contact record for this call.
Contact Tag 6	The data from tag field 6 of the matching contact record for this call.
Contact Tag 7	The data from tag field 7 of the matching contact record for this call.
Contact Tag 8	The data from tag field 8 of the matching contact record for this call.
Contact Tag 9	The data from tag field 9 of the matching contact record for this call.
Country	The country for the Caller ID number.
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.
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.
Location	The location for the Caller ID number.
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.
State	The state/province for the Caller ID number (NANPA region only).
Talk Time	The duration this call segment was in the answered state.
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.