Incoming Calls by Route Path Name

Incoming Calls by Route Path Name #

The table below shows which fields are available on the Incoming Calls by Route Path Name 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 (Average) #

Field Name Description Default Field?
Avg Hold Time In The average hold duration for all incoming calls (external calls only).
Avg Incoming Call Duration The average call duration for all incoming calls (external calls only).
Avg Parked Time In The average parked duration for all incoming calls (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 Talk Time In The average talk time for all incoming calls (external calls only). ✔

Call Times (Min/Max) #

Field Name Description Default Field?
Longest Hold Time In The longest an incoming call was on hold (external calls only).
Longest Incoming Call Duration The duration of the call with the longest duration (external calls only).
Longest Parked Time In The longest an incoming call was parked (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 Talk Time In The longest time a single incoming call spent in the talking state (external calls only).
Shortest Hold Time In The shortest hold time for a single incoming call (external calls only).
Shortest Incoming Call Duration The shortest duration for a single incoming call (external calls only).
Shortest Parked Time In The shortest parked time for a single incoming 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 Talk Time In The shortest time a single incoming call spent in the talking state (external calls only).

Call Times (Total) #

Field Name Description Default Field?
Total Hold Time In The total incoming call time on hold (external calls only).
Total Incoming Call Duration The cumulative Call Duration for all incoming calls (external calls only).
Total Parked Time In The total incoming call time parked (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 Talk Time In Total incoming talk time (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 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.

Call Totals (%) #

Field Name Description Default Field?
% Abandoned Calls The number of Abandoned Calls as a percentage of Incoming 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 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.

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 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 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.

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 Incoming Calls by Route Path Name 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 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.
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 The name provided by the communications system as being associated with the Direct Inward Dial number for the call.
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.
Hang-up Cause The call Hang-up Cause provided by the communications platform.
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.
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.
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.
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call.
Ring Time The ring duration of the call or call segment.
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.
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.