All Fields #

The table below provides a description of each field available on the system and an overview of which reports/tiles can display the field.

Active Calls #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Active Call' stats are also restricted by customer license level and user roles.

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Active Calls	The total number of active calls (any call whether ringing, queued, held or in progress, external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Active Calls (inc. IC)	The total number of active calls (any call whether ringing, queued, held or in progress, including internal calls).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Active Incoming Calls	The total number of incoming active calls (any call whether ringing, queued, held or in progress, external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Active Internal Calls	The total number of internal active calls (any call whether ringing, queued, held or in progress).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Active Outgoing Calls	The total number of outgoing active calls (any call whether ringing, queued, held or in progress, external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Active Trunk-Trunk Calls	The total number of active trunk to trunk calls, whether ringing, queued, held or in progress.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
Connected Calls	The total number of active calls that are currently in the 'Connected' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Connected Calls (inc. IC)	The total number of active calls that are currently in the 'Connected' state, including internal calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Incoming Connected Calls	The total number of incoming active calls that are currently in the 'Connected' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Incoming On Hold Calls	The total number of incoming active calls that are currently in the 'Hold' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Incoming Ringing Calls	The total number of incoming active calls that are currently in the 'Ringing' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Internal Connected Calls	The total number of internal active calls that are currently in the 'Connected' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Internal On Hold Calls	The total number of internal active calls that are currently in the 'Hold' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Internal Ringing Calls	The total number of internal active calls that are currently in the 'Ringing' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Longest Active	Duration of the longest active call, whether ringing, held or connected (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Active (inc. IC)	Duration of the longest active call, whether ringing, held or connected (including internal calls).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Connected	The talk time of the longest connected active call (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Connected (inc. IC)	The talk time of the longest connected active call (including internal calls).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Connected Trunk-Trunk	The talk time of the longest connected active trunk to trunk call.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Longest Ringing	The ring time of the longest ringing active call (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Ringing (inc. IC)	The ring time of the longest ringing active call (including internal calls).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Waiting	The combined ring/queue time of the longest ringing/waiting call (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
Longest Waiting (inc. IC)	The combined ring/queue time of the longest ringing/waiting call (including internal calls).	None	Single Stat, Dual Stat Cycling, Ticker	Queue	None
On Hold Calls	The total number of active calls that are currently in the 'Hold' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
On Hold Calls (inc. IC)	The total number of active calls that are currently in the 'Hold' state, including internal calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Outgoing Connected Calls	The total number of outgoing active calls that are currently in the 'Connected' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
Outgoing On Hold Calls	The total number of outgoing active calls that are currently in the 'Hold' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
Outgoing Ringing Calls	The total number of outgoing active calls that are currently in the 'Ringing' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
Queuing Calls	The total number of active calls that are currently in the 'Queuing' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Ringing Calls	The total number of active calls that are currently in the 'Ringing' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Ringing Calls (inc. IC)	The total number of active calls that are currently in the 'Ringing' state, including internal calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Waiting Calls	The total number of active calls that are currently in the 'Ringing' or 'Queuing' state (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None

Agent Status #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Agent/User/Queue Status' stats are also restricted by customer license level and user roles.

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Agents Busy on ACD calls	The total number of on duty agents that are currently 'Busy' on ACD calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Agents Busy on Non ACD calls	The total number of on duty agents that are currently 'Busy' on non-ACD calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Agents in Away state	The total number of on duty agents that are currently in the 'Away' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Agents in Ready state	The total number of on duty agents that are currently in the 'Ready' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Agents in Wrap state	The total number of on duty agents that are currently in the 'Wrap' state.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None
Agents Logged on	The total number of agents that are currently on duty (logged on). Logged on agents can be in any of the ACD states, including 'Ready', 'Busy', 'Away', 'Wrap' & 'Unlicensed'.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	Queue	None

Agent Times #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Agent State	The availability state of an agent at a particular time.	Agent Status Detail	None	Agent	None
Away Reason	Away Reason	Agent Away Reason Summary, Agent Status Detail	None	None	None
Duration	The length of time an agent was in a particular state.	Agent Status Detail	None	None	None
First Away Time	The first time that an agent entered the Away state.	Agent Away Reason Summary, Agent Status Summary, Agent Summary	None	None	None
First Logon Time	The first time that an agent logged onto the telephone system.	Agent Status Summary, Agent Summary	None	None	None
First Ready Time	The first time that an agent entered the Ready state.	Agent Status Summary, Agent Summary	None	None	None
Last Logoff Time	The last time that an agent logged off the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Last Logon Time	The last time that an agent logged onto the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Total Away Count	The number of times that the agent transitioned into the away state.	Agent Away Reason Summary, Agent Status Summary, Agent Summary	None	None	None
Total Away Time	The total time an agent has spent in the away state.	Agent Away Reason Summary, Agent Status Summary, Agent Summary	None	None	None
Total Busy ACD Count	The number of times that the agent transitioned into the busy state for ACD calls.	Agent Status Summary, Agent Summary	None	None	None
Total Busy ACD Time	The total time an agent has spent in the busy state on ACD calls.	Agent Status Summary, Agent Summary	None	None	None
Total Busy Non-ACD Count	The number of times that the agent transitioned into the busy state for Non ACD calls.	Agent Status Summary, Agent Summary	None	None	None
Total Busy Non-ACD Time	The total time an agent has spent in the busy state on Non ACD calls.	Agent Status Summary, Agent Summary	None	None	None
Total Logged On Count	The number of times the agent has logged onto the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Total Ready Count	The number of times the agent transitioned to the ready state.	Agent Status Summary, Agent Summary	None	None	None
Total Ready Time	The total time an agent has spent in the ready state.	Agent Status Summary, Agent Summary	None	None	None
Total Time on Duty	The total time the agent has spent logged onto the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Total Wrap Count	The number of times the agent transitioned into the wrap state.	Agent Status Summary, Agent Summary	None	None	None
Total Wrap Time	The total time an agent has spent in the wrap state.	Agent Status Summary, Agent Summary	None	None	None

Agent Times (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Total Away Reason	The percentage spent in this away state for the report.	Agent Away Reason Summary	None	None	None

Agent Times (Average) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Average Away Time	The average time the agent has spent in the away state.	Agent Away Reason Summary, Agent Status Summary, Agent Summary	None	None	None
Average Busy ACD Time	The average time the agent has spent on an ACD call.	Agent Status Summary, Agent Summary	None	None	None
Average Busy Non-ACD Time	The average time the agent has spent on a non-ACD call.	Agent Status Summary, Agent Summary	None	None	None
Average Ready Time	The average time the agent has spent in the ready state.	Agent Status Summary, Agent Summary	None	None	None
Average Time on Duty	The average time the agent has spent logged on to the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Average Wrap Time	The average time the agent has spent in the wrap state.	Agent Status Summary, Agent Summary	None	None	None

Agent Times (Max) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Longest Away Time	The longest time the agent has spent in the away state.	Agent Away Reason Summary, Agent Status Summary, Agent Summary	None	None	None
Longest Busy ACD Time	The longest time the agent has spent on an ACD call.	Agent Status Summary, Agent Summary	None	None	None
Longest Busy Non-ACD Time	The longest time the agent has spent on a non-ACD call.	Agent Status Summary, Agent Summary	None	None	None
Longest Ready Time	The longest time the agent has spent in the ready state.	Agent Status Summary, Agent Summary	None	None	None
Longest Time on Duty	The longest time the agent has spent logged on to the telephone system.	Agent Status Summary, Agent Summary	None	None	None
Longest Wrap Time	The longest time the agent has spent in the wrap state.	Agent Status Summary, Agent Summary	None	None	None

Call Info #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Abandoned	An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Answered	Indicates whether the call or call segment was answered or not (Yes or No).	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls)	None	None	None
Area Code	The area code for the Caller ID number.	Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Area Code, Calls by Billing Code, Calls by Location Calls by Number, Calls by Number Type, Calls by Service Number Top Dialed Numbers, Top Received Numbers	None	None	None
Billing Code	The billing code that was set against this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Billing Code	None	None	None
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 List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)	None	None	None
Call Type	The type of call, either Internal (intercom [IC]) or External.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls)	None	None	None
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.	Call Cost by Number, Call List (Abandoned Calls), Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Number, Top Dialed Numbers, Top Received Numbers	None	None	None
Caller ID Received	Indicates whether a Caller ID was received for the call (Yes or No).	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Country	The country for the Caller ID number.	Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Area Code, Calls by Billing Code, Calls by Country Calls by Location, Calls by Number, Calls by Number Type Calls by Service Number, Calls by State/Province, Top Dialed Numbers Top Received Numbers	None	None	None
DID Name	The name provided by the communications system as being associated with the Direct Inward Dial number for the call.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by DID	None	None	None
DID Name/Presentation Name	The DID name or the presentation number name.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Service Number	None	None	None
DID/Presentation Number	The DID number or the presentation number.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Service Number	None	None	None
Direct Inward Dial	The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by DID	None	None	None
Location	The location for the Caller ID number.	Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Billing Code, Calls by Location, Calls by Number Calls by Number Type, Calls by Service Number, Top Dialed Numbers Top Received Numbers	None	None	None
Matched	The call has one or more contact matches.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Number Type	The type (Local, National or International) for the Caller ID number.	Call Cost by Number Type, Call List (Abandoned Calls), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by Number Type	None	None	None
Outgoing Caller ID	The telephone number presented on an outgoing call.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number	None	None	None
Outgoing Caller ID Name	The name presented on an outgoing call.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number	None	None	None
Outside Number	The telephone number associated with this call. This applies to external calls only.	Call Cost by Number, Call List (Abandoned Calls), Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Number, Top Dialed Numbers, Top Received Numbers	None	None	None
Overflowed In	Indicates whether the call overflowed in from a queue or group.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Overflowed Out	Indicates whether the call overflowed out to another location.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
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.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Segments	The sequence number of a specific call segment within a call.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
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.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
State	The state/province for the Caller ID number (NANPA region only).	Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Area Code, Calls by Billing Code, Calls by Location Calls by Number, Calls by Number Type, Calls by Service Number Calls by State/Province, Top Dialed Numbers, Top Received Numbers	None	None	None
Transferred In	Indicates whether the call was transferred in from another device.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred Out	Indicates whether the call was transferred out to another device.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Trunk to Trunk	A call that includes both an incoming and outgoing trunks.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented)	None	None	None

Call Info (Advanced) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Call ID	The telephone system's unique ID for this call.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Document ID	Document ID.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
End Cause	The end event reason code received from the telephone system in relation to this call	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Hang-up Cause	The call Hang-up Cause provided by the communications platform.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Interaction ID	The PBX Interaction ID.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Media Server	The media server that handled the call on the PBX.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Recording ID	The call recording ID.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
SIP Call ID	The unique SIP Call ID for the call leg.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None

Call Rates #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
All Calls Rate	The call rate for the period of the report for the total number of calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Answered Calls Rate	The call rate for the period of the report for the total number of answered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Completed Calls Rate	The call rate for the period of the report for the total number of completed calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Answered Rate	The call rate for the period of the report for the total number of incoming answered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Calls Rate	The call rate for the period of the report for the total number of incoming calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Completed Rate	The call rate for the period of the report for the total number of completed calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Unanswered Rate	The call rate for the period of the report for the total number of incoming unanswered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Answered Rate	The call rate for the period of the report for the total number of outgoing answered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Calls Rate	The call rate for the period of the report for the total number of outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Completed Rate	The call rate for the period of the report for the total number of outgoing completed calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Unanswered Rate	The call rate for the period of the report for the total number of outgoing unanswered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Refused Calls Rate	The call rate for the period of the report for the total number of refused calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Unanswered Calls Rate	The call rate for the period of the report for the total number of unanswered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None

Call Rates (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
All Calls Rate (inc. IC)	The call rate for the period of the report for the total number of calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Answered Calls Rate (inc. IC)	The call rate for the period of the report for the total number of answered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Completed Calls Rate (inc. IC)	The call rate for the period of the report for the total number of completed calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Answered Rate (inc. IC)	The call rate for the period of the report for the total number of incoming answered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Calls Rate (inc. IC)	The call rate for the period of the report for the total number of incoming calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Completed Rate (inc. IC)	The call rate for the period of the report for the total number of completed calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Incoming Unanswered Rate (inc. IC)	The call rate for the period of the report for the total number of incoming unanswered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Answered Rate (inc. IC)	The call rate for the period of the report for the total number of outgoing answered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Calls Rate (inc. IC)	The call rate for the period of the report for the total number of outgoing calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Completed Rate (inc. IC)	The call rate for the period of the report for the total number of outgoing completed calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Outgoing Unanswered Rate (inc. IC)	The call rate for the period of the report for the total number of outgoing unanswered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Refused Calls Rate (inc. IC)	The call rate for the period of the report for the total number of refused calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None
Unanswered Calls Rate (inc. IC)	The call rate for the period of the report for the total number of unanswered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account	None	None	None

Call Tag Data #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Tag Value	The value of the interaction tag	Call Tag Summary	None	None	None

Call Times #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Answer Time	The time and date that this call or call segment was answered. This will be empty if the call was not answered.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Call Duration	The total duration for this call or call segment including ring, hold and talk durations.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Duration	None	None	None
End Time	The time of day that this call or call segment ended.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Answer Time	The first time a call was answered during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
First End Time	The first time a call ended during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
First Start Time	The first time a call started during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
Hold Time	The total time this call segment spent on hold.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Calls by Hold Time	None	None	None
Last Answer Time	The time the last call was answered during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
Last End Time	The time the last call ended during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
Last Start Time	The time the last call started during the report period.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Queue Calls by Ring Time, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	User, Agent, Queue	None
Parked Time	The total time this call segment spent parked.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Ring Time	The ring duration of the call or call segment.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by Ring Time	None	None	None
Start Time	The time the call or call segment started ringing.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Detail, Call List (Abandoned Calls), Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Month, Calls by Time Calls by Week, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Service Level by Day, Service Level by Day & Time Service Level by Time, Trunk Usage	None	None	None
Talk Time	The duration this call segment was in the answered state.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Calls by Talk Time	None	None	None

Call Times (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Hold Time	The Total Hold Time as a percentage of Total Call Duration.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call Tag Summary, Calls by Account Calls by Area Code, Calls by Billing Code, Calls by Country Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Device, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Hold Time (inc. IC)	The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Parked Time	The Total Parked Time as a percentage of Total Call Duration.	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
% Parked Time (inc. IC)	The Total Parked Time (inc. IC) as a percentage of Total Call Duration (inc. IC).	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
% Ring Time	The Total Ring Time as a percentage of Total Call Duration.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call Tag Summary, Calls by Account Calls by Area Code, Calls by Billing Code, Calls by Country Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Device, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Ring Time (inc. IC)	The Total Ring Time as a percentage of Total Call Duration (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Talk Time	The Talk Time as a percentage of Total Call time (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call Tag Summary, Calls by Account Calls by Area Code, Calls by Billing Code, Calls by Country Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Device, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Talk Time (inc. IC)	The Talk Time as a percentage of Total Call time including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None

Call Times (Average) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Average Idle Duration	The average idle duration for the User for this time period (external calls only).	Calls by User	None	None	None
Avg Call Duration	The average call duration for all external calls, whether they were answered or not. This includes all incoming and outgoing calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Hold Time	The average hold duration for all calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Hold Time In	The average hold duration for all incoming calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Hold Time Out	The average hold duration for all outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Avg Incoming Call Duration	The average call duration for all incoming calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Outgoing Call Duration	The average call duration for all outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Avg Parked Time	The average parked duration for all calls (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Parked Time In	The average parked duration for all incoming calls (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Received Numbers	None	None	None
Avg Parked Time Out	The average parked duration for all outgoing calls (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time, Top Dialed Numbers	None	None	None
Avg Ring Time	The average amount of time calls spend ringing (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Ring Time Abandoned	The average amount of ring time on Abandoned calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Billing Code, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Ring Time In	The average amount of ring time on incoming calls (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Ring Time Out	The average amount of ring time on outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Avg Talk Time	The average talk time for all calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Talk Time In	The average talk time for all incoming calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Talk Time Out	The average talk time for all outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None

Call Times (Average) (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Average Idle Duration (inc. IC)	The average idle duration for this User for this time period (including internal call).	Calls by User	None	None	None
Avg Call Duration (inc. IC)	The average call duration for all calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Hold Time (inc. IC)	The average hold duration for all calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Hold Time In (inc. IC)	The average hold duration for all incoming calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Hold Time Out (inc. IC)	The average hold duration for all outgoing calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Incoming Call Duration (inc. IC)	The average call duration for all incoming calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Outgoing Call Duration (inc. IC)	The average call duration for all outgoing calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Avg Parked Time (inc. IC)	The average parked duration for all calls including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Avg Parked Time In (inc. IC)	The average parked duration for all incoming calls including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Avg Parked Time Out (inc. IC)	The average parked duration for all outgoing calls including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Avg Ring Time (inc. IC)	The average amount of ring time on calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Ring Time In (inc. IC)	The average amount of ring time on incoming calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Ring Time Out (inc. IC)	The average amount of ring time on outgoing calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Talk Time (inc. IC)	The average talk time for all calls ,including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Avg Talk Time In (inc. IC)	The average talk time for all incoming calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Avg Talk Time Out (inc. IC)	The average talk time for all outgoing calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None

Call Times (Min/Max) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Longest Call Duration	The duration of the call with the longest duration (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Hold Time	The longest a call was on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Hold Time In	The longest an incoming call was on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Hold Time Out	The longest an outgoing call was on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Longest Incoming Call Duration	The duration of the call with the longest duration (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Outgoing Call Duration	The longest duration for a single outgoing call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Longest Parked Time	The longest a call was parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Parked Time In	The longest an incoming call was parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Received Numbers	None	None	None
Longest Parked Time Out	The longest an outgoing call was parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time, Top Dialed Numbers	None	None	None
Longest Ring Time	The longest any call was ringing (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Longest Ring Time Abandoned	The ring time of the longest ringing abandoned call.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Billing Code, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Ring Time In	The longest any incoming call was ringing (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Ring Time Out	The longest any outgoing call was ringing (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Longest Talk Time	The longest time a single call spent in the talking state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Talk Time In	The longest time a single incoming call spent in the talking state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Talk Time Out	The longest time a single outgoing call spent in the connected state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Shortest Call Duration	The shortest duration for a single call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Hold Time	The shortest hold time for a single call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Hold Time In	The shortest hold time for a single incoming call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Hold Time Out	The shortest hold time for a single outgoing call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Shortest Incoming Call Duration	The shortest duration for a single incoming call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Outgoing Call Duration	The shortest duration for a single outgoing call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Shortest Parked Time	The shortest parked time for a single call (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Parked Time In	The shortest parked time for a single incoming call (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Received Numbers	None	None	None
Shortest Parked Time Out	The shortest parked time for a single outgoing call (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time, Top Dialed Numbers	None	None	None
Shortest Ring Time	The shortest ring time for a single call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Ring Time Abandoned	The shortest ring time for an abandoned call.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Billing Code, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Ring Time In	The shortest ring time for a single incoming call (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Ring Time Out	The shortest ring time for a single outgoing call (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Shortest Talk Time	The shortest time a single call spent in the talking state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Talk Time In	The shortest time a single incoming call spent in the talking state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Talk Time Out	The shortest time a single outgoing call spent in the talking state (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None

Call Times (Min/Max) (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Longest Call Duration (inc. IC)	The longest duration for a single call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Hold Time (inc. IC)	The longest a call was on hold, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Hold Time In (inc. IC)	The longest an incoming call was on hold, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Hold Time Out (inc. IC)	The longest an outgoing call was on hold, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Incoming Call Duration (inc. IC)	The longest duration for a single incoming call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Outgoing Call Duration (inc. IC)	The longest duration for a single outgoing call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Parked Time (inc. IC)	The longest a call was parked, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Longest Parked Time In (inc. IC)	The longest an incoming call was parked, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Longest Parked Time Out (inc. IC)	The longest an outgoing call was parked, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Longest Ring Time (inc. IC)	The longest any call was ringing, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Ring Time In (inc. IC)	The longest any incoming call was ringing, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Ring Time Out (inc. IC)	The longest any outgoing call was ringing, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Talk Time (inc. IC)	The longest time a single call spent in the connected state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Longest Talk Time In (inc. IC)	The longest time a single incoming call spent in the connected state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Longest Talk Time Out (inc. IC)	The longest time a single outgoing call spent in the connected state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Call Duration (inc. IC)	The shortest duration for a single call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Hold Time (inc. IC)	The shortest hold time for a single call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Hold Time In (inc. IC)	The shortest hold time for a single incoming call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Hold Time Out (inc. IC)	The shortest hold time for a single outgoing call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Incoming Call Duration (inc. IC)	The shortest duration for a single incoming call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Outgoing Call Duration (inc. IC)	The shortest duration for a single outgoing call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Parked Time (inc. IC)	The shortest parked time for a single call, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Parked Time In (inc. IC)	The shortest parked time for a single incoming call, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Parked Time Out (inc. IC)	The shortest parked time for a single outgoing call, including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Ring Time (inc. IC)	The shortest ring time for a single call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Ring Time In (inc. IC)	The shortest ring time for a single incoming call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Ring Time Out (inc. IC)	The shortest ring time for a single outgoing call, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Talk Time (inc. IC)	The shortest time a single call spent in the talking state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Shortest Talk Time In (inc. IC)	The shortest time a single incoming call spent in the talking state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Shortest Talk Time Out (inc. IC)	The shortest time a single outgoing call spent in the talking state, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None

Call Times (Total) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Total Call Duration	The cumulative Call Duration for all calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Hold Time	The total call time on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Hold Time In	The total incoming call time on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Hold Time Out	The total outgoing call time on hold (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Total Idle Duration	The total idle duration for the User for this time period (external calls only).	Calls by User	None	None	None
Total Incoming Call Duration	The cumulative Call Duration for all incoming calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Outgoing Call Duration	The cumulative Call Duration for all outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Total Parked Time	The total call time parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Parked Time In	The total incoming call time parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Received Numbers	None	None	None
Total Parked Time Out	The total outgoing call time parked (external calls only).	Agent Status Summary, Call Cost by Number, Call Cost by Number Type Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time, Top Dialed Numbers	None	None	None
Total Ring Time	Total time that calls were Ringing (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Ring Time Abandoned	Total time that abandoned calls were Ringing.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Billing Code, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Ring Time In	Total time that incoming calls were Ringing (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Ring Time Out	Total time that outgoing calls were Ringing (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Total Talk Time	Total talk time (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Talk Time In	Total incoming talk time (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Talk Time Out	Total outgoing talk time (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Total Talk Time Trunk-Trunk	The cumulative %%Tlk%% of trunk to trunk calls.	None	Single Stat, Dual Stat Cycling, Ticker	None	None

Call Times (Total) (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Total Call Duration (inc. IC)	The cumulative Call Duration for all calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Hold Time (inc. IC)	The total call time on hold including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Hold Time In (inc. IC)	The total incoming call time on hold including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Hold Time Out (inc. IC)	The total outgoing call time on hold including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Idle Duration (inc. IC)	The total idle duration for the User for this time period (including internal calls).	Calls by User	None	None	None
Total Incoming Call Duration (inc. IC)	The cumulative Call Duration for all incoming calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Outgoing Call Duration (inc. IC)	The cumulative Call Duration for all outgoing calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Parked Time (inc. IC)	The total call time parked including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Total Parked Time In (inc. IC)	The total incoming call time parked including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Total Parked Time Out (inc. IC)	The total outgoing call time parked including internal calls.	Agent Status Summary, Call Tag Summary, Calls by Account Calls by Day, Calls by Day & Time, Calls by Day of Week Calls by Day of Week & Time, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance, Service Level by Account, Service Level by Day Service Level by Day & Time, Service Level by Time	None	None	None
Total Ring Time (inc. IC)	Total time that calls were Ringing including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Ring Time In (inc. IC)	Total time that incoming calls were Ringing including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Ring Time Out (inc. IC)	Total time that outgoing calls were Ringing including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent	None
Total Talk Time (inc. IC)	Total talk time including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker	User, Agent, Queue	None
Total Talk Time In (inc. IC)	Total incoming talk time including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Total Talk Time Out (inc. IC)	Total outgoing talk time including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None

Call Totals #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Abandoned Calls	The total number of Abandoned Calls (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Billing Code, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Incoming Calls by Route Path Name Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
All Calls	The total number of calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered Calls	The total number of calls answered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Completed Calls	The total number of completed calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
Contact Matches	The total number of calls that have one or more contact matches.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Call Cost by Number, Call Cost by Number Type, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
Incoming Answered	The total number of incoming calls answered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Incoming Calls	The total number of incoming calls (external calls only).	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Incoming Completed	The total number of incoming completed calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Incoming Unanswered	The total number of incoming calls unanswered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Incoming with Caller ID	Total number of Incoming calls with CLI presented.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Outgoing Answered	Total number of Outgoing calls answered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	Over Time
Outgoing Calls	Total number of Outgoing calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	Over Time
Outgoing Completed	Total number of Outgoing calls completed (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
Outgoing Unanswered	Total number of Outgoing calls unanswered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	Over Time
Overflowed In	Total Calls that Overflowed In (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Overflowed Out	Total Calls that Overflowed Out (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Refused Calls	Total number of refused calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	User, Agent	None
Short Answered Calls	Total number of Short Answered calls (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Short Ringing Calls	The total number of incoming Short Ringing calls (external calls only).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Transferred In	The total number of Transferred In to this device (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Transferred Out	The total number of Transferred Out from this device (external calls only).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Trunk to Trunk Calls	The total number of calls that include both an incoming and outgoing trunks.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	Over Time
Unanswered Calls	The total number of calls unanswered (external calls only).	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Unreturned Abandoned Calls	The total number of Abandoned Calls (external calls only), that have not been returned.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None
Unreturned Abandoned Calls (no filter)	The total number of Abandoned Calls (external calls only) not returned, the return call is not filtered.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	None	None

Call Totals (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Abandoned Calls	The number of Abandoned Calls as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered	The number of Answered Calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Completed	The number of Completed Calls calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% Incoming Answered	The number of Incoming Answered calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming Calls	The number of Incoming Calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming Completed	The number of Incoming Completed calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% Incoming Unanswered	The number of Incoming Unanswered calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming with Caller ID	The number of Incoming with Caller ID as a percentage of Incoming Calls.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Matched Calls	The number of Contact Matches as a percentage of All Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Call Cost by Number, Call Cost by Number Type, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Outgoing Answered	The number of Outgoing Answered as a percentage of Outgoing Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Outgoing Calls	The number of Outgoing Calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Outgoing Completed	The number of Outgoing Completed calls as a percentage of Outgoing Calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% Outgoing Unanswered	The number of Outgoing Unanswered as a percentage of Outgoing Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Refused Calls	The number of Refused Calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	User, Agent	None
% Short Answered Calls	The number of Short Answered Calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Unanswered	The number of Unanswered Calls as a percentage of All Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None

Call Totals (%) (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Answered (inc. IC)	The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Completed (inc. IC)	The number of Completed Calls (inc. IC) calls as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% External (inc. IC)	The number of All Calls (external only) as a percentage of All Calls (inc. IC).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming Answered (inc. IC)	The number of Incoming Answered (inc. IC) calls as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming Calls (inc. IC)	The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Incoming Completed (inc. IC)	The number of Incoming Completed (inc. IC) calls as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% Incoming Unanswered (inc. IC)	The number of Incoming Unanswered (inc. IC) calls as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Intercom Calls	The number of Internal Calls as a percentage of All Calls (inc. IC).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Outgoing Answered (inc. IC)	The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Outgoing Calls (inc. IC)	The number of Outgoing Calls as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Outgoing Completed (inc. IC)	The number of Outgoing Completed (inc. IC) calls as a percentage of Outgoing Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
% Outgoing Unanswered (inc. IC)	The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
% Refused Calls (inc. IC)	The number of Refused Calls (inc. IC) as a percentage of Incoming Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	User, Agent	None
% Short Answered Calls (inc. IC)	The number of Short Answered Calls (inc. IC) as a percentage of All Calls (inc. IC).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Unanswered (inc. IC)	The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC).	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None

Call Totals (Current Period) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Abandoned Calls (Current Period)	Total Incoming Calls Abandoned within Rate.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Calls (Current Period)	The total number of calls within rate.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Incoming Answered (Current Period)	Total Calls Answered within Rate period.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Incoming Calls (Current Period)	The total number of incoming calls within the Call Rate Period.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Outgoing Answered (Current Period)	Total Outgoing Calls Answered within Rate.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None
Outgoing Calls (Current Period)	Total Outgoing calls within Rate (in last rate time period [default 60 minutes]).	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent	None

Call Totals (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
All Calls (inc. IC)	The total number of calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered Calls (inc. IC)	The total number of calls answered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Completed Calls (inc. IC)	The total number of completed calls, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent	None
Incoming Answered (inc. IC)	The total number of incoming calls answered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Incoming Calls (inc. IC)	The total number of incoming calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Incoming Completed (inc. IC)	The total number of incoming completed calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
Incoming Unanswered (inc. IC)	The total number of incoming calls unanswered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Internal Calls	Total number of Internal Calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Outgoing Answered (inc. IC)	Total number of Outgoing calls answered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Outgoing Calls (inc. IC)	Total number of Outgoing calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Outgoing Completed (inc. IC)	Total number of Outgoing calls completed including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
Outgoing Unanswered (inc. IC)	Total number of Outgoing calls unanswered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	Over Time
Overflowed In (inc. IC)	Total Calls that Overflowed In including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Overflowed Out (inc. IC)	Total Calls that Overflowed Out including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Refused Calls (inc. IC)	Total number of refused calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	User, Agent	None
Short Answered Calls (inc. IC)	Total number of Short Answered calls including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Transferred In (inc. IC)	The total number of Transferred In to this device, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Transferred Out (inc. IC)	The total number of Transferred Out from this device, including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	User, Agent, Queue	None
Unanswered Calls (inc. IC)	The total number of calls uunanswered including internal calls.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time

Contact Info #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Company Name	The company name of the matched contact.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Name	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 1	The data from tag field 1 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 10	The data from tag field 10 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 2	The data from tag field 2 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 3	The data from tag field 3 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 4	The data from tag field 4 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 5	The data from tag field 5 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 6	The data from tag field 6 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 7	The data from tag field 7 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 8	The data from tag field 8 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Contact Tag 9	The data from tag field 9 of the matching contact record for this call.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
CRM ID	The reference of the matched contact in an external CRM system.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Email	The email address of the matched contact.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None
Job Title	The job title of the matched contact.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers	None	None	None

Miscellaneous #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Current Date	The current date. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Current Date / Time	The current date and time. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Current Time	Current Time. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Current Year	Current Year. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Day of Month	The day of the month in numeric format e.g 01 is the 1st of the month. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Day of Week	The day of the week in string format e.g Wednesday. The time is controlled by the time zone configured for the account.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Manual Text	Manual text can be configured by the user to display targets, messages etc. Limited to 1,000 characters.	None	Single Stat, Dual Stat Cycling, Ticker	None	None

Report's Call Totals (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Total Abandoned	The number of Abandoned Calls as a percentage of the Abandoned Calls for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total All Calls	The number of All Calls as a percentage of the total number of All Calls on the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	None	None	None
% Total Answered Calls	The number of Answered Calls as a percentage of the total number of Answered Calls on the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	None	None	None
% Total Completed Calls	The number of Completed Calls as a percentage of the total number of Completed Calls on the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Incoming Answered	The number of Incoming Answered as a percentage of the total number of Incoming Answered on the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Incoming Calls	The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Incoming Completed	The number of Incoming Completed as a percentage of the Incoming Completed for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Incoming Unanswered	The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Matched Calls	The number of Contact Matches as a percentage of the All Calls for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Call Cost by Number, Call Cost by Number Type, Call Cost by User Call Tag Summary, Calls by Account, Calls by Area Code Calls by Billing Code, Calls by Country, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by DID, Calls by Duration Calls by Hold Time, Calls by Location, Calls by Month Calls by Number, Calls by Number Type, Calls by Queue Calls by Ring Time, Calls by Service Number, Calls by State/Province Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Outgoing Answered	The number of Outgoing Answered as a percentage of the Outgoing Answered for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	None	None	None
% Total Outgoing Calls	The number of Outgoing Calls as a percentage of the Outgoing Calls for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	None	None	None
% Total Outgoing Completed	The number of Outgoing Completed as a percentage of the Outgoing Completed for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Outgoing Unanswered	The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time Top Dialed Numbers	None	None	None
% Total Refused Calls	The number of Refused Calls as a percentage of the Refused Calls for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	None	None
% Total Short Answered Calls	The number of Short Answered Calls as a percentage of the Short Answered Calls for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	None	None	None
% Total Unanswered Calls	The number of Unanswered Calls as a percentage of the total number of Unanswered Calls on the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by Duration, Calls by Hold Time, Calls by Location Calls by Month, Calls by Number, Calls by Number Type Calls by Queue, Calls by Ring Time, Calls by Service Number Calls by State/Province, Calls by Talk Time, Calls by Time Calls by User, Calls by User Group, Calls by Week Calls Completed by Agent, Calls Completed by User, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time	None	None	None

Report's Call Totals (%) (inc. IC) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Total All Calls (inc. IC)	The number of All Calls (inc. IC) as a percentage of the total number of All Calls (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Answered Calls (inc. IC)	The number of Answered Calls (inc. IC) as a percentage of the total number of Answered Calls (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total CompIeted Calls (inc. IC)	The number of Completed Calls (inc. IC) as a percentage of the total number of Completed Calls (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Incoming Answered (inc. IC)	The number of Incoming Answered (inc. IC) as a percentage of the total number of Incoming Answered (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Incoming Calls (inc. IC)	The number of Incoming Calls (inc. IC) as a percentage of the Incoming Calls (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Incoming CompIeted (inc. IC)	The number of Incoming Completed (inc. IC) as a percentage of the Incoming Completed (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Incoming Unanswered (inc. IC)	The number of Incoming Unanswered (inc. IC) as a percentage of the total number of Incoming Unanswered (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Outgoing Answered (inc. IC)	The number of Outgoing Answered (inc. IC) as a percentage of the Outgoing Answered (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Outgoing Calls (inc. IC)	The number of Outgoing Calls (inc. IC) as a percentage of the Outgoing Calls (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Outgoing Completed (inc. IC)	The number of Outgoing Completed (inc. IC) as a percentage of the Outgoing Completed (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by Queue, Calls by User Calls by User Group, Calls Completed by Agent, Calls Completed by User Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time Queue Performance	None	None	None
% Total Outgoing Unanswered (inc. IC)	The number of Outgoing Unanswered (inc. IC) as a percentage of the Outgoing Unanswered (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Refused Calls (inc. IC)	The number of Refused Calls (inc. IC) as a percentage of the Refused Calls (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Calls by Device, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User	None	None	None
% Total Short Answered Calls (inc. IC)	The number of Short Answered Calls (inc. IC) as a percentage of the Short Answered Calls (inc. IC) for the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None
% Total Unanswered Calls (inc. IC)	The number of Unanswered Calls (inc. IC) as a percentage of the total number of Unanswered Calls (inc. IC) on the report.	Agent Status Summary, Agent Summary, Call Cost by User Call Tag Summary, Calls by Account, Calls by Day Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time Calls by Device, Calls by Duration, Calls by Hold Time Calls by Month, Calls by Queue, Calls by Ring Time Calls by Talk Time, Calls by Time, Calls by User Calls by User Group, Calls by Week, Calls Completed by Agent Calls Completed by User, Queue Calls by Day, Queue Calls by Day & Time Queue Calls by Time, Queue Performance, Service Level by Account Service Level by Day, Service Level by Day & Time, Service Level by Time	None	None	None

Report's Service Level Totals (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Total Abandoned > SLOver	The number of Abandoned > SLOver as a percentage of the Abandoned > SLOver for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL1	The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL10	The number of Abandoned ≤ SL10 as a percentage of the Abandoned ≤ SL10 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL11	The number of Abandoned ≤ SL11 as a percentage of the Abandoned ≤ SL11 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL12	The number of Abandoned ≤ SL12 as a percentage of the Abandoned ≤ SL12 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL2	The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL3	The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL4	The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL5	The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL6	The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL7	The number of Abandoned ≤ SL7 as a percentage of the Abandoned ≤ SL7 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL8	The number of Abandoned ≤ SL8 as a percentage of the Abandoned ≤ SL8 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Abandoned ≤ SL9	The number of Abandoned ≤ SL9 as a percentage of the Abandoned ≤ SL9 for the report.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered > SLOver	The number of Answered > SLOver as a percentage of the Answered > SLOver for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL1	The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL10	The number of Answered ≤ SL10 as a percentage of the Answered ≤ SL10 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL11	The number of Answered ≤ SL11 as a percentage of the Answered ≤ SL11 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL12	The number of Answered ≤ SL12 as a percentage of the Answered ≤ SL12 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL2	The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL3	The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL4	The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL5	The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL6	The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL7	The number of Answered ≤ SL7 as a percentage of the Answered ≤ SL7 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL8	The number of Answered ≤ SL8 as a percentage of the Answered ≤ SL8 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None
% Total Answered ≤ SL9	The number of Answered ≤ SL9 as a percentage of the Answered ≤ SL9 for the report.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	None	None	None

Service Level Totals (%) #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
% Abandoned > SLOver	The number of Abandoned > SLOver as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL1	The number of Abandoned ≤ SL1 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL10	The number of Abandoned ≤ SL10 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL11	The number of Abandoned ≤ SL11 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL12	The number of Abandoned ≤ SL12 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL2	The number of Abandoned ≤ SL2 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL3	The number of Abandoned ≤ SL3 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL4	The number of Abandoned ≤ SL4 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL5	The number of Abandoned ≤ SL5 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL6	The number of Abandoned ≤ SL6 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL7	The number of Abandoned ≤ SL7 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL8	The number of Abandoned ≤ SL8 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Abandoned ≤ SL9	The number of Abandoned ≤ SL9 as a percentage of Incoming Calls.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered > SLOver	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL1	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL10	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL11	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL12	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL2	The number of Answered ≤ SL2 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL3	The number of Answered ≤ SL3 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL4	The number of Answered ≤ SL4 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL5	The number of Answered ≤ SL5 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL6	The number of Answered ≤ SL6 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL7	The number of Answered ≤ SL7 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL8	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
% Answered ≤ SL9	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None

Service Levels #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Abandoned SLOver (Current Period)	The total number of incoming calls abandoned within rate but outside service level.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned > SLOver	The total number of incoming calls abandoned outside service level.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL1	The total number of incoming calls abandoned inside service level 1.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL1 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 1.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL10	The total number of incoming calls abandoned inside service level 10.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL10 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 10.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL11	The total number of incoming calls abandoned inside service level 11.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL11 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 11.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL12	The total number of incoming calls abandoned inside service level 12.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL12 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 12.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL2	The total number of incoming calls abandoned inside service level 2.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL2 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 2.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL3	The total number of incoming calls abandoned inside service level 3.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL3 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 3.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL4	The total number of incoming calls abandoned inside service level 4.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL4 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 4.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL5	The total number of incoming calls abandoned inside service level 5.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL5 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 5.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL6	The total number of incoming calls abandoned inside service level 6.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL6 (Current Period)	The total number of incoming calls abandoned within rate and inside service level 6.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL7	The total number of incoming calls abandoned inside service level 7.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL7 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 7.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL8	The total number of incoming calls abandoned inside service level 8.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL8 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 8.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Abandoned ≤ SL9	The total number of incoming calls abandoned inside service level 9.	Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Abandoned ≤ SL9 (Current Period)	The total number of incoming calls abandoned within rate but inside service level 9.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered > SLOver	The total number of Incoming Answered, answered outside service level.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered > SLOver (Current Period)	The total number of Incoming Answered (Current Period), answered outside service level.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL1	The total number of Incoming Answered, answered inside service level 1.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL1 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 1.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL10	The total number of Incoming Answered, answered inside service level 10.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL10 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 10.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL11	The total number of Incoming Answered, answered inside service level 11.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL11 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 11.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL12	The total number of Incoming Answered, answered inside service level 12.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL12 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 12.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL2	The total number of Incoming Answered, answered inside service level 2.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL2 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 2.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL3	The total number of Incoming Answered, answered inside service level 3.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL3 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 3.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL4	The total number of Incoming Answered, answered inside service level 4.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL4 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 4.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL5	The total number of Incoming Answered, answered inside service level 5.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL5 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 5.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL6	The total number of Incoming Answered, answered inside service level 6.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL6 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 6.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL7	The total number of Incoming Answered, answered inside service level 7.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL7 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 7.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL8	The total number of Incoming Answered, answered inside service level 8.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL8 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 8.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None
Answered ≤ SL9	The total number of Incoming Answered, answered inside service level 9.	Agent Status Summary, Agent Summary, Call Cost by Number Call Cost by Number Type, Call Cost by User, Call Tag Summary Calls by Account, Calls by Area Code, Calls by Billing Code Calls by Country, Calls by Day, Calls by Day & Time Calls by Day of Week, Calls by Day of Week & Time, Calls by Device Calls by DID, Calls by Duration, Calls by Hold Time Calls by Location, Calls by Month, Calls by Number Calls by Number Type, Calls by Queue, Calls by Ring Time Calls by Service Number, Calls by State/Province, Calls by Talk Time Calls by Time, Calls by User, Calls by User Group Calls by Week, Calls Completed by Agent, Calls Completed by User Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day Queue Calls by Day & Time, Queue Calls by Time, Queue Performance Service Level by Account, Service Level by Day, Service Level by Day & Time Service Level by Time, Top Received Numbers	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	Over Time
Answered ≤ SL9 (Current Period)	The total number of Incoming Answered (Current Period), answered inside service level 9.	None	Single Stat, Dual Stat Cycling, Ticker, Circular Gauge	User, Agent, Queue	None

Support #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Connection ID	The Connection ID which can be matched to Realtime Service logs.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Connection Time	The time at which the tile connected to the Realtime Service.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Incrementing Date / Time (UTC)	Displays the current UTC Date/Time and updates every second.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Real Time Address	The URL of the Realtime Service.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Responsive Date / Time (UTC)	Displays the current UTC Date/Time every time data is received.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Server Address	The URL of the Identity Portal.	None	Single Stat, Dual Stat Cycling, Ticker	None	None
Uptime Counter	How long the real-time service has been running. Increases by 1 every second.	None	Single Stat, Dual Stat Cycling, Ticker	None	None

Trunk Usage #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Trunk Peak Usage	The maximum number of trunks in use at any time within the given time period.	Trunk Usage	None	None	None
Trunk Peak Usage Incoming	The maximum number of trunks in use at any time within the given time period for Incoming Calls.	Trunk Usage	None	None	None
Trunk Peak Usage Outgoing	The maximum number of trunks in use at any time within the given time period for Outgoing Calls.	Trunk Usage	None	None	None
Trunk Percent Usage	The maximum percentage of the available trunks in use at any time within the given time period.	Trunk Usage	None	None	None
Trunk Percent Usage Incoming	The maximum percentage of the available trunks in use for Incoming Calls at any time within the given time period.	Trunk Usage	None	None	None
Trunk Percent Usage Outgoing	The maximum percentage of the available trunks in use for Outgoing Calls at any time within the given time period.	Trunk Usage	None	None	None

Users / Devices #

Field Name	Description	Availability
Field Name	Description	Reports	Tiles	Grids	Charts
Account ID	The ID of the communication system being monitored.	Agent Away Reason Summary, Agent Status Detail, Agent Status Summary Agent Summary, Call Cost by User, Call List (Abandoned Calls) Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Performance Service Level by Account	None	None	None
Account Name	The name of the communication system being monitored.	Agent Away Reason Summary, Agent Status Detail, Agent Status Summary Agent Summary, Call Cost by User, Call List (Abandoned Calls) Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls), Calls by Account, Calls by Device Calls by Queue, Calls by User, Calls by User Group Calls Completed by Agent, Calls Completed by User, Queue Performance Service Level by Account	None	None	None
Agent Licensed	This agent is licensed.	None	Single Stat, Dual Stat Cycling, Ticker	User	None
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 Status Detail, Agent Status Summary, Agent Summary Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk), Calls Completed by Agent	None	Agent	None
Agent Number	The Agent Number (Presence ID) of the Agent.	Agent Status Detail, Agent Status Summary, Agent Summary Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk), Calls Completed by Agent	None	Agent	None
Answering Agent Name	The name of the first agent that answered the call (if applicable).	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Answering Agent Number	The number of the first agent that answered the call (if applicable).	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Answering Device Name	The name of the first device the call was answered at. This will be empty if the call was not answered.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Answering Device Number	The number of the first device the call was answered at. This will be empty if the call was not answered.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Answering User Name	The name of the first user the call was answered by. This will be empty if the call was not answered.	Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
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 List (Internal), Call List (Non-Segmented), Call List (Queue Calls) Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Calling Agent Name	Calling Party Agent Name associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Calling Agent Number	Calling Party Agent Number associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Calling Device Name	Calling Party Device Name associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Calling Device Number	Calling Party Device Number associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Calling User Name	Calling Party User Name associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Calling User Number	Calling Party User Number associated with the call or call segment.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk), Calls by Device	None	None	None
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.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk), Calls by Device	None	None	None
First Rang Agent Name	The name of the first agent the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang Agent Number	The number of the first agent the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang Device Name	The name of the first device the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang Device Number	The number of the first device the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang Group Name	The name of the user group where the call first rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang User Name	The name of the first user the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
First Rang User Number	The number of the first user the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Answering Agent Name	The name of the last agent that answered the call (if applicable).	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Last Answering Agent Number	The number of the last agent that answered the call (if applicable).	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
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.	Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls)	None	None	None
Last Rang Agent Name	The name of the last agent the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang Agent Number	The number of the last agent the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang Device Name	The name of the last device the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang Device Number	The number of the last device the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang Group Name	The name of the user group where the call last rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang User Name	The name of the last user the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Last Rang User Number	The number of the last user the call rang at.	Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented) Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Queue Name	The name of the queue the current call segment was presented from.	Agent Status Detail, Call List (Abandoned Calls), Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Queue, Queue Performance	None	Queue	None
Queue Number	The number of the queue the current call segment was presented from.	Agent Status Detail, Call List (Abandoned Calls), Call List (Internal) Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented) Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls) Calls by Queue, Queue Performance	None	Queue	None
Transferred From Agent	The number of the agent the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred From Agent Name	The name of the agent the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred From Device	The number of the device the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred From Device Name	The name of the device the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred From User Name	The name of the user the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred From User Number	The number of the user the call was transferred (or overflowed) from.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To Agent	The number of the agent the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To Agent Name	The name of the agent the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To Device	The number of the device the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To Device Name	The name of the device the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To User Name	The name of the user the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Transferred To User Number	The number of the user the call was transferred (or overflowed) to.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk)	None	None	None
Trunk Name	Trunk name involved in the call or call segment.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
Trunk Number	Trunk number involved in the call or call segment.	Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented) Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented) Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)	None	None	None
User Group Name	The name of the user's primary group.	Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented) Call List (Segmented), Call List (Trunk-Trunk), Calls by User Group	None	None	None
User Name	The name of the user involved in the call or call segment.	Call Cost by User, Call List (Internal), Call List (Queue Calls) Call List (Rated Calls Segmented), Call List (Segmented), Call List (Trunk-Trunk) Calls by User, Calls Completed by User	None	User	None
User Number	The number of the user involved in the call or call segment.	Call Cost by User, Call List (Internal), Call List (Queue Calls) Call List (Rated Calls Segmented), Call List (Segmented), Call List (Trunk-Trunk) Calls by User, Calls Completed by User	None	User	None