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 |
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 |
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 |
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 |
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 |
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 |
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 |
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,
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