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. |
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. |