Abandoned Calls by Time #

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

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 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.

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 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.
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.
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.