All Fields

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.

% #

Field Name Description Availability
Reports Tiles Grids Charts
% Abandoned > SL6 The number of Abandoned > SL6 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL1 The number of Abandoned ≤ SL1 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL2 The number of Abandoned ≤ SL2 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL3 The number of Abandoned ≤ SL3 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL4 The number of Abandoned ≤ SL4 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL5 The number of Abandoned ≤ SL5 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned ≤ SL6 The number of Abandoned ≤ SL6 as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Abandoned Calls The number of Abandoned Calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered The number of Answered Calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered (inc. IC) The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered > SL6 The number of Answered > SL6 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL1 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL2 The number of Answered ≤ SL2 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL3 The number of Answered ≤ SL3 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL4 The number of Answered ≤ SL4 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL5 The number of Answered ≤ SL5 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Answered ≤ SL6 The number of Answered ≤ SL6 calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Completed The number of Completed Calls calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% Completed (inc. IC) The number of Completed Calls (inc. IC) calls as a percentage of All Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% External (inc. IC) The number of All Calls (external only) as a percentage of All Calls (inc. IC). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Hold Time The Total Hold Time as a percentage of Total Call Duration. Agent Status Summary,
Agent Summary,
Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Hold Time (inc. IC) The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Incoming Answered The number of Incoming Answered calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Incoming Calls The number of Incoming Calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Incoming Calls (inc. IC) The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Incoming Completed The number of Incoming Completed calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% Incoming Unanswered The number of Incoming Unanswered calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Incoming with Caller ID The number of Incoming with Caller ID as a percentage of Incoming Calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Intercom Calls The number of Internal Calls as a percentage of All Calls (inc. IC). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Matched Calls The number of Contact Matches as a percentage of All Calls. Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Outgoing Answered The number of Outgoing Answered as a percentage of Outgoing Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Outgoing Answered (inc. IC) The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Outgoing Calls The number of Outgoing Calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Outgoing Calls (inc. IC) The number of Outgoing Calls as a percentage of All Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Outgoing Completed The number of Outgoing Completed calls as a percentage of Outgoing Calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
% Outgoing Unanswered The number of Outgoing Unanswered as a percentage of Outgoing Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Outgoing Unanswered (inc. IC) The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
% Parked Time The Total Parked Time as a percentage of Total Call Duration. Agent Status Summary,
Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Parked Time (inc. IC) The Total Parked Time (inc. IC) as a percentage of Total Call Duration (inc. IC). Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Refused Calls The number of Refused Calls as a percentage of Incoming Calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable User,
Agent
Not Applicable
% Refused Calls (inc. IC) The number of Refused Calls (inc. IC) as a percentage of Incoming Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable User,
Agent
Not Applicable
% Ring Time The Total Ring Time as a percentage of Total Call Duration. Agent Status Summary,
Agent Summary,
Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Ring Time (inc. IC) The Total Ring Time as a percentage of Total Call Duration (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Short Answered Calls The number of Short Answered Calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Short Answered Calls (inc. IC) The number of Short Answered Calls (inc. IC) as a percentage of All Calls (inc. IC). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Talk Time The Talk Time as a percentage of Total Call time (external calls only). Agent Status Summary,
Agent Summary,
Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Talk Time (inc. IC) The Talk Time as a percentage of Total Call time including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Total Abandoned The number of Abandoned Calls as a percentage of the Abandoned Calls for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned > SL6 The number of Abandoned > SL6 as a percentage of the Abandoned > SL6 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL1 The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL2 The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL3 The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL4 The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL5 The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Abandoned ≤ SL6 The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Answered > SL6 The number of Answered > SL6 as a percentage of the Answered > SL6 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL1 The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL2 The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL3 The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL4 The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL5 The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% Total Answered ≤ SL6 The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Away Reason The percentage spent in this away state for the report. Agent Away Reason Summary Not Applicable Not Applicable Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Incoming Calls The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% Total Incoming Completed The number of Incoming Completed as a percentage of the Incoming Completed for the report. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Matched Calls The number of Contact Matches as a percentage of the All Calls for the report. Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Outgoing Answered The number of Outgoing Answered as a percentage of the Outgoing Answered for the report. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Outgoing Calls The number of Outgoing Calls as a percentage of the Outgoing Calls for the report. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Outgoing Completed The number of Outgoing Completed as a percentage of the Outgoing Completed for the report. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
% Total Outgoing Unanswered The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Total Rate Cost The number of Total Rate Cost as a percentage of the Total Rate Cost for the report. Call Cost by Number,
Call Cost by Number Type,
Call Cost by User
Not Applicable Not Applicable Not Applicable
% Total Refused Calls The number of Refused Calls as a percentage of the Refused Calls for the report. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% 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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
% Unanswered The number of Unanswered Calls as a percentage of All Calls. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
% Unanswered (inc. IC) The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable

A #

Field Name Description Availability
Reports Tiles Grids Charts
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Abandoned > SL6 The total number of incoming calls abandoned outside service level 6. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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 but outside service level 6. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL1 The total number of incoming calls abandoned inside service level 1. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL2 The total number of incoming calls abandoned inside service level 2. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL3 The total number of incoming calls abandoned inside service level 3. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL4 The total number of incoming calls abandoned inside service level 4. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL5 The total number of incoming calls abandoned inside service level 5. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned ≤ SL6 The total number of incoming calls abandoned inside service level 6. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Abandoned Calls The total number of Abandoned Calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by DID,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Abandoned Calls (Current Period) Total Incoming Calls Abandoned within Rate. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Account ID The ID of the communication system being monitored. Agent Away Reason Summary,
Agent Status Detail,
Agent Status Summary,
Agent Summary,
Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Account Name The name of the communication system being monitored. Agent Away Reason Summary,
Agent Status Detail,
Agent Status Summary,
Agent Summary,
Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Active Calls The total number of active calls (any call whether ringing, queued, held or in progress, external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Active Calls (inc. IC) The total number of active calls (any call whether ringing, queued, held or in progress, including internal calls). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Active Incoming Calls The total number of incoming active calls (any call whether ringing, queued, held or in progress, external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Active Internal Calls The total number of internal active calls (any call whether ringing, queued, held or in progress). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Active Outgoing Calls The total number of outgoing active calls (any call whether ringing, queued, held or in progress, external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Active Trunk-Trunk Calls The total number of active trunk to trunk calls, whether ringing, queued, held or in progress. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
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 (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls Completed by Agent
Not Applicable Not Applicable Not Applicable
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 (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls Completed by Agent
Not Applicable Not Applicable Not Applicable
Agent State The availability state of an agent at a particular time. Agent Status Detail Not Applicable Agent Not Applicable
Agents Busy on ACD calls The total number of on duty agents that are currently 'Busy' on ACD calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Agents Busy on Non ACD calls The total number of on duty agents that are currently 'Busy' on non-ACD calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Agents in Away state The total number of on duty agents that are currently in the 'Away' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Agents in Ready state The total number of on duty agents that are currently in the 'Ready' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Agents in Wrap state The total number of on duty agents that are currently in the 'Wrap' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
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'. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
All Calls The total number of calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
All Calls (inc. IC) The total number of calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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 (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Answered Indicates whether the call or call segment was answered or not (Yes or No). Call List (Internal),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Answered > SL6 The total number of Incoming Answered, answered outside service level 6. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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 outside service level 6. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL1 The total number of Incoming Answered, answered inside service level 1. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL2 The total number of Incoming Answered, answered inside service level 2. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL3 The total number of Incoming Answered, answered inside service level 3. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL4 The total number of Incoming Answered, answered inside service level 4. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL5 The total number of Incoming Answered, answered inside service level 5. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered ≤ SL6 The total number of Incoming Answered, answered inside service level 6. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Answered Calls The total number of calls answered (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Answering Agent Name The name of the first agent that answered the call (if applicable). Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Answering Agent Number The number of the first agent that answered the call (if applicable). Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Answering Device Name The name of the first device the call was answered at. This will be empty if the call was not answered. Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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 (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
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 (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Area Code The area code for the Caller ID number. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Service Number,
Calls by Location,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Average Away Time The average time the agent has spent in the away state. Agent Away Reason Summary,
Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Average Busy ACD Time The average time the agent has spent on an ACD call. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Average Busy Non-ACD Time The average time the agent has spent on a non-ACD call. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Average Idle Duration The average idle duration for the User for this time period (external calls only). Calls by User Not Applicable Not Applicable Not Applicable
Average Idle Duration (inc. IC) The average idle duration for this User for this time period (including internal call). Calls by User Not Applicable Not Applicable Not Applicable
Average Ready Time The average time the agent has spent in the ready state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Average Time on Duty The average time the agent has spent logged on to the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Average Wrap Time The average time the agent has spent in the wrap state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
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,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Call Duration (inc. IC) The average call duration for all calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Hold Time The average hold duration for all calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Hold Time (inc. IC) The average hold duration for all calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Hold Time In The average hold duration for all incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Hold Time In (inc. IC) The average hold duration for all incoming calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Hold Time Out The average hold duration for all outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Avg Hold Time Out (inc. IC) The average hold duration for all outgoing calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Incoming Call Duration The average call duration for all incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Incoming Call Duration (inc. IC) The average call duration for all incoming calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Outgoing Call Duration The average call duration for all outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Avg Outgoing Call Duration (inc. IC) The average call duration for all outgoing calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Avg Parked Time The average parked duration for all calls (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Parked Time (inc. IC) The average parked duration for all calls including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Parked Time In The average parked duration for all incoming calls (external calls only). Agent Status Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Avg Parked Time In (inc. IC) The average parked duration for all incoming calls including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Parked Time Out The average parked duration for all outgoing calls (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
Avg Parked Time Out (inc. IC) The average parked duration for all outgoing calls including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Rate Cost The averaged rated cost of all externals calls that were rated. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Ring Time The average amount of time calls spend ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Ring Time (inc. IC) The average amount of ring time on calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Ring Time Abandoned The average amount of ring time on Abandoned calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by DID,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Ring Time In The average amount of ring time on incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Ring Time In (inc. IC) The average amount of ring time on incoming calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Ring Time Out The average amount of ring time on outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Avg Ring Time Out (inc. IC) The average amount of ring time on outgoing calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Talk Time The average talk time for all calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Talk Time (inc. IC) The average talk time for all calls ,including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Talk Time In The average talk time for all incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Avg Talk Time In (inc. IC) The average talk time for all incoming calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Avg Talk Time Out The average talk time for all outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Avg Talk Time Out (inc. IC) The average talk time for all outgoing calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Away Reason Away Reason Agent Away Reason Summary,
Agent Status Detail
Not Applicable Not Applicable Not Applicable

C #

Field Name Description Availability
Reports Tiles Grids Charts
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 (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented)
Not Applicable User,
Agent
Not Applicable
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 (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Duration
Not Applicable Not Applicable Not Applicable
Call ID The telephone system's unique ID for this call. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Call Type The type of call, either Internal (intercom [IC]) or External. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Caller ID Name The name provided by the network provider as being associated with the Caller ID. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Number,
Call Cost by Number,
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
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 (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
Calls (Current Period) The total number of calls within rate. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Company Name The company name of the matched contact. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Completed Calls The total number of completed calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
Completed Calls (inc. IC) The total number of completed calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Connected Calls The total number of active calls that are currently in the 'Connected' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Connected Calls (inc. IC) The total number of active calls that are currently in the 'Connected' state, including internal calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Connection ID The Connection ID which can be matched to Realtime Service logs. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Connection Time The time at which the tile connected to the Realtime Service. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Contact Matches The total number of calls that have one or more contact matches. Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
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 (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 1 The data from tag field 1 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 10 The data from tag field 10 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 2 The data from tag field 2 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 3 The data from tag field 3 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 4 The data from tag field 4 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 5 The data from tag field 5 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 6 The data from tag field 6 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 7 The data from tag field 7 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 8 The data from tag field 8 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Contact Tag 9 The data from tag field 9 of the matching contact record for this call. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Country The country for the Caller ID number. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Country,
Calls by Service Number,
Calls by Location,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by State/Province,
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
CRM ID The reference of the matched contact in an external CRM system. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Current Date The current date. The time is controlled by the time zone configured for the account. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Current Date / Time The current date and time. The time is controlled by the time zone configured for the account. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Current Time Current Time. The time is controlled by the time zone configured for the account. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Current Year Current Year. The time is controlled by the time zone configured for the account. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable

D #

Field Name Description Availability
Reports Tiles Grids Charts
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
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. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
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 (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Device
Not Applicable Not Applicable Not Applicable
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 (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Device
Not Applicable Not Applicable Not Applicable
DID Name The name provided by the communications system as being associated with the Direct Inward Dial number for the call. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by DID
Not Applicable Not Applicable Not Applicable
DID Name/Presentation Name The DID name or the presentation number name. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Calls by Service Number
Not Applicable Not Applicable Not Applicable
DID/Presentation Number The DID number or the presentation number. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Calls by Service Number
Not Applicable Not Applicable Not Applicable
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 (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by DID
Not Applicable Not Applicable Not Applicable
Document ID Document ID. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Duration The length of time an agent was in a particular state. Agent Status Detail Not Applicable Not Applicable Not Applicable

E #

Field Name Description Availability
Reports Tiles Grids Charts
Email The email address of the matched contact. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
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 (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
End Time The time of day that this call or call segment ended. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable

F #

Field Name Description Availability
Reports Tiles Grids Charts
First Answer Time The first time a call was answered during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
First Away Time The first time that an agent entered the Away state. Agent Away Reason Summary,
Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
First End Time The first time a call ended during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
First Logon Time The first time that an agent logged onto the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
First Rang Agent Name The name of the first agent the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang Agent Number The number of the first agent the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang Device Name The name of the first device the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang Device Number The number of the first device the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang Group Name The name of the user group where the call first rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang User Name The name of the first user the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Rang User Number The number of the first user the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
First Ready Time The first time that an agent entered the Ready state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
First Start Time The first time a call started during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable

H #

Field Name Description Availability
Reports Tiles Grids Charts
Hang-up Cause The call Hang-up Cause provided by the communications platform. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Has Been Rated The call has been rated. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Hold Time The total time this call segment spent on hold. Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Hold Time
Not Applicable Not Applicable Not Applicable

I #

Field Name Description Availability
Reports Tiles Grids Charts
Incoming Answered The total number of incoming calls answered (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Incoming Answered (Current Period) Total Calls Answered within Rate period. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Incoming Answered (inc. IC) The total number of incoming calls answered including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Incoming Calls The total number of incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Incoming Calls (Current Period) The total number of incoming calls within the Call Rate Period. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Incoming Calls (inc. IC) The total number of incoming calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Incoming Completed The total number of incoming completed calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent,
Queue
Not Applicable
Incoming Completed (inc. IC) The total number of incoming completed calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Incoming Connected Calls The total number of incoming active calls that are currently in the 'Connected' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Incoming On Hold Calls The total number of incoming active calls that are currently in the 'Hold' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Incoming Ringing Calls The total number of incoming active calls that are currently in the 'Ringing' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Incoming Unanswered The total number of incoming calls unanswered (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Incoming Unanswered (inc. IC) The total number of incoming calls unanswered including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Incoming with Caller ID Total number of Incoming calls with CLI presented. Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Incrementing Date / Time (UTC) Displays the current UTC Date/Time and updates every second. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Interaction ID The PBX Interaction ID. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Internal Calls Total number of Internal Calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Internal Connected Calls The total number of internal active calls that are currently in the 'Connected' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Internal On Hold Calls The total number of internal active calls that are currently in the 'Hold' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Internal Ringing Calls The total number of internal active calls that are currently in the 'Ringing' state. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable

J #

Field Name Description Availability
Reports Tiles Grids Charts
Job Title The job title of the matched contact. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable

L #

Field Name Description Availability
Reports Tiles Grids Charts
Last Answer Time The time the last call was answered during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
Last Answering Device Name The name of the last device the call was answered at. This will be empty if the call was not answered. Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
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)
Not Applicable Not Applicable Not Applicable
Last End Time The time the last call ended during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Last Logoff Time The last time that an agent logged off the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Last Logon Time The last time that an agent logged onto the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Last Rang Agent Name The name of the last agent the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang Agent Number The number of the last agent the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang Device Name The name of the last device the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang Device Number The number of the last device the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang Group Name The name of the user group where the call last rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang User Name The name of the last user the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Rang User Number The number of the last user the call rang at. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls)
Not Applicable Not Applicable Not Applicable
Last Start Time The time the last call started during the report period. Agent Status Summary,
Agent Summary,
Calls by Area 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 Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Location The location for the Caller ID number. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Service Number,
Calls by Location,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Longest Active Duration of the longest active call, whether ringing, held or connected (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Active (inc. IC) Duration of the longest active call, whether ringing, held or connected (including internal calls). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Away Time The longest time the agent has spent in the away state. Agent Away Reason Summary,
Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Longest Busy ACD Time The longest time the agent has spent on an ACD call. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Longest Busy Non-ACD Time The longest time the agent has spent on a non-ACD call. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Longest Call Duration The duration of the call with the longest duration (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Call Duration (inc. IC) The longest duration for a single call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Connected The talk time of the longest connected active call (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Connected (inc. IC) The talk time of the longest connected active call (including internal calls). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Connected Trunk-Trunk The talk time of the longest connected active trunk to trunk call. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Hold Time The longest a call was on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Hold Time (inc. IC) The longest a call was on hold, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Hold Time In The longest an incoming call was on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Hold Time In (inc. IC) The longest an incoming call was on hold, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Hold Time Out The longest an outgoing call was on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Longest Hold Time Out (inc. IC) The longest an outgoing call was on hold, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Incoming Call Duration The duration of the call with the longest duration (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Incoming Call Duration (inc. IC) The longest duration for a single incoming call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Outgoing Call Duration The longest duration for a single outgoing call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Longest Outgoing Call Duration (inc. IC) The longest duration for a single outgoing call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Parked Time The longest a call was parked (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Parked Time (inc. IC) The longest a call was parked, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Parked Time In The longest an incoming call was parked (external calls only). Agent Status Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Longest Parked Time In (inc. IC) The longest an incoming call was parked, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Parked Time Out The longest an outgoing call was parked (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
Longest Parked Time Out (inc. IC) The longest an outgoing call was parked, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Ready Time The longest time the agent has spent in the ready state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Longest Ring Time The longest any call was ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Not Applicable
Longest Ring Time (inc. IC) The longest any call was ringing, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Ring Time Abandoned The ring time of the longest ringing abandoned call. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by DID,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Ring Time In The longest any incoming call was ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Ring Time In (inc. IC) The longest any incoming call was ringing, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Ring Time Out The longest any outgoing call was ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Longest Ring Time Out (inc. IC) The longest any outgoing call was ringing, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Ringing The ring time of the longest ringing active call (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Ringing (inc. IC) The ring time of the longest ringing active call (including internal calls). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Talk Time The longest time a single call spent in the talking state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Talk Time (inc. IC) The longest time a single call spent in the connected state, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Longest Talk Time In The longest time a single incoming call spent in the talking state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Talk Time Out The longest time a single outgoing call spent in the connected state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Longest Time on Duty The longest time the agent has spent logged on to the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Longest Waiting The combined ring/queue time of the longest ringing/waiting call (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Waiting (inc. IC) The combined ring/queue time of the longest ringing/waiting call (including internal calls). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Queue Not Applicable
Longest Wrap Time The longest time the agent has spent in the wrap state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable

M #

Field Name Description Availability
Reports Tiles Grids Charts
Manual Text Manual text can be configured by the user to display targets, messages etc. Limited to 1,000 characters. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Matched The call has one or more contact matches. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Max Rate Cost The maximum rated cost of all externals calls that were rated. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Media Server The media server that handled the call on the PBX. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Min Rate Cost The minimum rated cost of all externals calls that were rated. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable

N #

Field Name Description Availability
Reports Tiles Grids Charts
Number Type The type (Local, National or International) for the Caller ID number. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Number Type,
Call Cost by Number Type
Not Applicable Not Applicable Not Applicable

O #

Field Name Description Availability
Reports Tiles Grids Charts
On Hold Calls The total number of active calls that are currently in the 'Hold' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
On Hold Calls (inc. IC) The total number of active calls that are currently in the 'Hold' state, including internal calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Outgoing Answered Total number of Outgoing calls answered (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Over Time
Outgoing Answered (Current Period) Total Outgoing Calls Answered within Rate. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
Outgoing Answered (inc. IC) Total number of Outgoing calls answered including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Outgoing Caller ID The telephone number presented on an outgoing call. Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number
Not Applicable Not Applicable Not Applicable
Outgoing Caller ID Name The name presented on an outgoing call. Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number
Not Applicable Not Applicable Not Applicable
Outgoing Calls Total number of Outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Over Time
Outgoing Calls (Current Period) Total Outgoing calls within Rate (in last rate time period [default 60 minutes]). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Not Applicable
Outgoing Calls (inc. IC) Total number of Outgoing calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Outgoing Completed Total number of Outgoing calls completed (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent
Not Applicable
Outgoing Completed (inc. IC) Total number of Outgoing calls completed including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Outgoing Connected Calls The total number of outgoing active calls that are currently in the 'Connected' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Not Applicable Not Applicable
Outgoing On Hold Calls The total number of outgoing active calls that are currently in the 'Hold' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Not Applicable Not Applicable
Outgoing Ringing Calls The total number of outgoing active calls that are currently in the 'Ringing' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Not Applicable Not Applicable
Outgoing Unanswered Total number of Outgoing calls unanswered (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent
Over Time
Outgoing Unanswered (inc. IC) Total number of Outgoing calls unanswered including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Over Time
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Outside Number The telephone number associated with this call. This applies to external calls only. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Number,
Call Cost by Number,
Top Dialed Numbers,
Top Received Numbers
Not Applicable User,
Agent
Not Applicable
Overflowed In Indicates whether the call overflowed in from a queue or group. Call List (Internal),
Call List (Queue Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Overflowed In Total Calls that Overflowed In (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent,
Queue
Not Applicable
Overflowed In (inc. IC) Total Calls that Overflowed In including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent,
Queue
Not Applicable
Overflowed Out Indicates whether the call overflowed out to another location. Call List (Internal),
Call List (Queue Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Overflowed Out Total Calls that Overflowed Out (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent,
Queue
Not Applicable
Overflowed Out (inc. IC) Total Calls that Overflowed Out including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by Queue,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance
Not Applicable User,
Agent,
Queue
Not Applicable

P #

Field Name Description Availability
Reports Tiles Grids Charts
Parked Time The total time this call segment spent parked. Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable

Q #

Field Name Description Availability
Reports Tiles Grids Charts
Queue Name The name of the queue the current call segment was presented from. Agent Status Detail,
Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Queue,
Queue Performance
Not Applicable Queue Not Applicable
Queue Number The number of the queue the current call segment was presented from. Agent Status Detail,
Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Queue,
Queue Performance
Not Applicable Queue Not Applicable
Queuing Calls The total number of active calls that are currently in the 'Queuing' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable

R #

Field Name Description Availability
Reports Tiles Grids Charts
Rate Band The rate time band that this was was matched to. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Rate Cost The rated cost of this call or call segment. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Rate Name The name of the rate that this was was matched to. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Real Time Address The URL of the Realtime Service. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
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 (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Recording ID The call recording ID. Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Refused Calls Total number of refused calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable User,
Agent
Not Applicable
Refused Calls (inc. IC) Total number of refused calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Device,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User
Not Applicable User,
Agent
Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
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,
Calls by Device,
Calls by Queue,
Calls by Account,
Calls by User,
Calls by User Group,
Calls Completed by Agent,
Calls Completed by User,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Account
Not Applicable Not Applicable Not Applicable
Responsive Date / Time (UTC) Displays the current UTC Date/Time every time data is received. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
Ring Time The ring duration of the call or call segment. Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Ring Time
Not Applicable Not Applicable Not Applicable
Ringing Calls The total number of active calls that are currently in the 'Ringing' state (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Ringing Calls (inc. IC) The total number of active calls that are currently in the 'Ringing' state, including internal calls. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
Queue Not Applicable
Route Path Name The Contact Name with the addition of any route information which has been pre-pended by the PBX. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Incoming Calls by Route Path Name
Not Applicable Not Applicable Not Applicable
Route Path Number The Outside Number with the addition of any route information which has been pre-pended by the PBX. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Incoming Calls by Route Path Number
Not Applicable Not Applicable Not Applicable

S #

Field Name Description Availability
Reports Tiles Grids Charts
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)
Not Applicable Not Applicable Not Applicable
Server Address The URL of the Identity Portal. Not Applicable Single Stat,
Dual Stat Cycling,
Ticker
Not Applicable Not Applicable
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 (Internal),
Call List (Abandoned Calls),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Short Answered Calls Total number of Short Answered calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Short Answered Calls (inc. IC) Total number of Short Answered calls including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
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 (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Short Ringing Calls The total number of incoming Short Ringing calls (external calls only). Not Applicable Single Stat,
Dual Stat Cycling,
Ticker,
Circular Gauge
User,
Agent,
Queue
Over Time
Shortest Call Duration The shortest duration for a single call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Call Duration (inc. IC) The shortest duration for a single call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Hold Time The shortest hold time for a single call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Hold Time (inc. IC) The shortest hold time for a single call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Hold Time In The shortest hold time for a single incoming call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Hold Time In (inc. IC) The shortest hold time for a single incoming call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Hold Time Out The shortest hold time for a single outgoing call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Shortest Hold Time Out (inc. IC) The shortest hold time for a single outgoing call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Incoming Call Duration The shortest duration for a single incoming call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Incoming Call Duration (inc. IC) The shortest duration for a single incoming call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Outgoing Call Duration The shortest duration for a single outgoing call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Shortest Outgoing Call Duration (inc. IC) The shortest duration for a single outgoing call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Parked Time The shortest parked time for a single call (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Parked Time (inc. IC) The shortest parked time for a single call, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Parked Time In The shortest parked time for a single incoming call (external calls only). Agent Status Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Shortest Parked Time In (inc. IC) The shortest parked time for a single incoming call, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Parked Time Out The shortest parked time for a single outgoing call (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
Shortest Parked Time Out (inc. IC) The shortest parked time for a single outgoing call, including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Ring Time The shortest ring time for a single call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Ring Time (inc. IC) The shortest ring time for a single call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Ring Time Abandoned The shortest ring time for an abandoned call. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by DID,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Ring Time In The shortest ring time for a single incoming call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Ring Time In (inc. IC) The shortest ring time for a single incoming call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Ring Time Out The shortest ring time for a single outgoing call (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Shortest Ring Time Out (inc. IC) The shortest ring time for a single outgoing call, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Talk Time The shortest time a single call spent in the talking state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Talk Time (inc. IC) The shortest time a single call spent in the talking state, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Shortest Talk Time In The shortest time a single incoming call spent in the talking state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Shortest Talk Time Out The shortest time a single outgoing call spent in the talking state (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
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,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
SIP Call ID The unique SIP Call ID for the call leg. Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk)
Not Applicable Not Applicable Not Applicable
Start Time The time the call or call segment started ringing. Agent Status Detail,
Call List (Internal),
Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
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,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
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
Not Applicable Not Applicable Not Applicable
State The state/province for the Caller ID number (NANPA region only). Call List (Abandoned Calls),
Call List (Unreturned Abandoned Calls),
Call List (Unreturned Abandoned Calls - no filter),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Area Code,
Calls by Service Number,
Calls by Location,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by State/Province,
Top Dialed Numbers,
Top Received Numbers
Not Applicable Not Applicable Not Applicable

T #

Field Name Description Availability
Reports Tiles Grids Charts
Tag Value The value of the interaction tag Call Tag Summary Not Applicable Not Applicable Not Applicable
Talk Time The duration this call segment was in the answered state. Call List (Internal),
Call List (Non-Segmented),
Call List (Rated Calls Non-Segmented),
Call List (Queue Calls),
Call List (Recorded Calls),
Call List (Segmented),
Call List (Rated Calls Segmented),
Call List (Trunk-Trunk),
Calls by Talk Time
Not Applicable Not Applicable Not Applicable
Total Away Count The number of times that the agent transitioned into the away state. Agent Away Reason Summary,
Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Away Time The total time an agent has spent in the away state. Agent Away Reason Summary,
Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Busy ACD Count The number of times that the agent transitioned into the busy state for ACD calls. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Busy ACD Time The total time an agent has spent in the busy state on ACD calls. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
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
Not Applicable Not Applicable Not Applicable
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
Not Applicable Not Applicable Not Applicable
Total Call Duration The cumulative Call Duration for all calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Call Duration (inc. IC) The cumulative Call Duration for all calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Hold Time The total call time on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Hold Time (inc. IC) The total call time on hold including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Hold Time In The total incoming call time on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Hold Time In (inc. IC) The total incoming call time on hold including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Hold Time Out The total outgoing call time on hold (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Total Hold Time Out (inc. IC) The total outgoing call time on hold including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Idle Duration The total idle duration for the User for this time period (external calls only). Calls by User Not Applicable Not Applicable Not Applicable
Total Idle Duration (inc. IC) The total idle duration for the User for this time period (including internal calls). Calls by User Not Applicable Not Applicable Not Applicable
Total Incoming Call Duration The cumulative Call Duration for all incoming calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Incoming Call Duration (inc. IC) The cumulative Call Duration for all incoming calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Logged On Count The number of times the agent has logged onto the telephone system. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Outgoing Call Duration The cumulative Call Duration for all outgoing calls (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent
Not Applicable
Total Outgoing Call Duration (inc. IC) The cumulative Call Duration for all outgoing calls, including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Parked Time The total call time parked (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Parked Time (inc. IC) The total call time parked including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Parked Time In The total incoming call time parked (external calls only). Agent Status Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
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 Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Not Applicable Not Applicable Not Applicable
Total Parked Time In (inc. IC) The total incoming call time parked including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Parked Time Out The total outgoing call time parked (external calls only). Agent Status Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Outgoing Calls by Caller Id Name,
Outgoing Calls By Caller Id Number,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Dialed Numbers
Not Applicable Not Applicable Not Applicable
Total Parked Time Out (inc. IC) The total outgoing call time parked including internal calls. Agent Status Summary,
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 Account,
Calls by Talk Time,
Calls by Time,
Calls by User Group,
Calls by Week,
Calls Completed by Agent,
Calls Completed by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Not Applicable Not Applicable Not Applicable
Total Rate Cost The total rated cost of all externals calls that were rated. Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Over Time
Total Ready Count The number of times the agent transitioned to the ready state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Ready Time The total time an agent has spent in the ready state. Agent Status Summary,
Agent Summary
Not Applicable Not Applicable Not Applicable
Total Ring Time Total time that calls were Ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area Code,
Calls by Country,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Ring Time (inc. IC) Total time that calls were Ringing including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Ring Time Abandoned Total time that abandoned calls were Ringing. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by DID,
Calls by Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Ring Time In Total time that incoming calls were Ringing (external calls only). Agent Status Summary,
Agent Summary,
Calls by Area 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 Service Number,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Location,
Calls by Month,
Calls by Number,
Call Cost by Number,
Calls by Number Type,
Call Cost by Number Type,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
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,
Call Cost by User,
Call Tag Summary,
Incoming Calls by Route Path Name,
Incoming Calls by Route Path Number,
Abandoned Calls by Day,
Abandoned Calls by Day & Time,
Abandoned Calls by Time,
Queue Calls by Day,
Queue Calls by Day & Time,
Queue Calls by Time,
Queue Performance,
Service Level by Day,
Service Level by Day & Time,
Service Level by Account,
Service Level by Time,
Top Received Numbers
Single Stat,
Dual Stat Cycling,
Ticker
User,
Agent,
Queue
Not Applicable
Total Ring Time In (inc. IC) Total time that incoming calls were Ringing including internal calls. Agent Status Summary,
Agent Summary,
Calls by Day,
Calls by Day & Time,
Calls by Day of Week,
Calls by Day of Week & Time,
Calls by Duration,
Calls by Device,
Calls by Hold Time,
Calls by Month,
Calls by Queue,
Calls by Ring Time,
Calls by Account,
Calls by Talk Time,
Calls by Time,
Calls by User,
Calls by User Group,