Modeling by Session/Segment #
Each telephone call consists of a single 'Call Session' and one or more 'Call Segments', as the call is transferred or diverted between different users/devices within the communications platform.
Each tile displaying call analytics data can be configured to one of two modeling modes; 'Model by Call Session' or 'Model by Call Segment'.
Call Sessions and Call Segments are defined in the Call Segmentation area of the documentation.
Call Session vs Call Segment #
Model by Call Session (Default) #
By default, when selecting a statistic for a real-time tile it will be 'Model by Call Session'. This means that no matter how many segments a call has (queue visited, users interacted with), it will be counted as a single call.
For example, when displaying the 'All Calls' field, this will count all non-segmented calls on the system. This makes sense when you are not filtering the data and showing system wide statistics.
If the data field selected is for 'Total Ring Time', when modeled by call session, the ring time used will be the ring time until the call session was first answered. Any subsequent ring time from transfers will not be included.
Model by Call Segment #
When displaying data for a specific queue or user/device on the system then it often makes more sense to have the data modeled by call segment. The data displayed will then only relate to the call segment that the queue/user or device you are filtering for has been involved with.
For example, when displaying the 'All Calls' field, this will count all call segments on the system. This makes sense when you are filtering the data and want to show user/device specific statistics.
A call can be connected to the same call in different segments, when this occurs, each segment will be counted separately.
If the data field selected is for 'Total Ring Time', when modeled by call segment, the ring time used will be the ring time of the call segment. Ring times in previous or subsequent call segments will not be included.
Comparing Data on Tiles #
When comparing data on different tiles, it is important to compare data which is like for like.
The statement Total Call Time = Total Ring Time + Total Talk Time + Total Hold Time will be true if all data being displayed is:
- Using the same filter
- Using the same data model (Session or Segment)
If the data displayed is using a different model or filter, you cannot successfully compare the data between tiles.
For more information on how data can be compared between tiles, please refer to the Summarized Data area of the documentation.