All Fields

All Fields #

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

Active Calls #

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

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

Agent Status #

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

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

Agent Times #

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

Agent Times (%) #

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

Agent Times (Average) #

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

Agent Times (Max) #

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

Call Info #

Field Name Description Availability
Reports Tiles Grids Charts
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
None None None
Answered Indicates whether the call or call segment was answered or not (Yes or No). Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls)
None None None
Area Code The area code for the Caller ID number. Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Area Code, Calls by Billing Code, Calls by Location
Calls by Number, Calls by Number Type, Calls by Service Number
Top Dialed Numbers, Top Received Numbers
None None None
Billing Code The billing code that was set against this call. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls), Calls by Billing Code
None None None
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
None None None
Call Type The type of call, either Internal (intercom [IC]) or External. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls)
None None None
Caller ID Name The name provided by the network provider as being associated with the Caller ID. Call Cost by Number, Call List (Abandoned Calls), Call List (Internal)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Number, Top Dialed Numbers, Top Received Numbers
None None None
Caller ID Received Indicates whether a Caller ID was received for the call (Yes or No). Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented), Call List (Trunk-Trunk)
None None None
Country The country for the Caller ID number. Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Area Code, Calls by Billing Code, Calls by Country
Calls by Location, Calls by Number, Calls by Number Type
Calls by Service Number, Calls by State/Province, Top Dialed Numbers
Top Received Numbers
None None None
DID Name The name provided by the communications system as being associated with the Direct Inward Dial number for the call. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by DID
None None None
DID Name/Presentation Name The DID name or the presentation number name. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls), Calls by Service Number
None None None
DID/Presentation Number The DID number or the presentation number. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls), Calls by Service Number
None None None
Direct Inward Dial The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by DID
None None None
Location The location for the Caller ID number. Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Billing Code, Calls by Location, Calls by Number
Calls by Number Type, Calls by Service Number, Top Dialed Numbers
Top Received Numbers
None None None
Matched The call has one or more contact matches. Call List (Abandoned Calls), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented), Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter)
Call List (Unreturned Abandoned Calls), Top Dialed Numbers, Top Received Numbers
None None None
Number Type The type (Local, National or International) for the Caller ID number. Call Cost by Number Type, Call List (Abandoned Calls), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls), Calls by Number Type
None None None
Outgoing Caller ID The telephone number presented on an outgoing call. Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number
None None None
Outgoing Caller ID Name The name presented on an outgoing call. Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number
None None None
Outside Number The telephone number associated with this call. This applies to external calls only. Call Cost by Number, Call List (Abandoned Calls), Call List (Internal)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Number, Top Dialed Numbers, Top Received Numbers
None None None
Overflowed In Indicates whether the call overflowed in from a queue or group. Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented)
Call List (Segmented), Call List (Trunk-Trunk)
None None None
Overflowed Out Indicates whether the call overflowed out to another location. Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented)
Call List (Segmented), Call List (Trunk-Trunk)
None None None
Recorded Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
None None None
Segments The sequence number of a specific call segment within a call. Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls) None None None
Short Answered A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
None None None
Short Ringing A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. Call List (Abandoned Calls), Call List (Internal), Call List (Non-Segmented)
Call List (Queue Calls), Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented)
Call List (Recorded Calls), Call List (Segmented), Call List (Trunk-Trunk)
Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
None None None
State The state/province for the Caller ID number (NANPA region only). Call Cost by Number, Call Cost by Number Type, Call List (Abandoned Calls)
Call List (Non-Segmented), Call List (Queue Calls), Call List (Rated Calls Non-Segmented)
Call List (Rated Calls Segmented), Call List (Recorded Calls), Call List (Segmented)
Call List (Trunk-Trunk), Call List (Unreturned Abandoned Calls - no filter), Call List (Unreturned Abandoned Calls)
Calls by Area Code, Calls by Billing Code, Calls by Location
Calls by Number, Calls by Number Type, Calls by Service Number
Calls by State/Province, Top Dialed Numbers, Top Received Numbers
None None None
Transferred In Indicates whether the call was transferred in from another device. Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented)
Call List (Segmented), Call List (Trunk-Trunk)
None None None
Transferred Out Indicates whether the call was transferred out to another device. Call List (Internal), Call List (Queue Calls), Call List (Rated Calls Segmented)
Call List (Segmented), Call List (Trunk-Trunk)
None None None
Trunk to Trunk A call that includes both an incoming and outgoing trunks. Call List (Internal), Call List (Non-Segmented), Call List (Queue Calls)
Call List (Rated Calls Non-Segmented), Call List (Rated Calls Segmented), Call List (Recorded Calls)
Call List (Segmented)
None None None

Call Info (Advanced) #

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

Call Rates #

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

Call Rates (inc. IC) #

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

Call Tag Data #

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

Call Times #

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

Call Times (%) #

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

Call Times (Average) #

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

Call Times (Average) (inc. IC) #

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

Call Times (Min/Max) #

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

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

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

Call Times (Total) #

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

Call Times (Total) (inc. IC) #

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

Call Totals #

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

Call Totals (%) #

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

Call Totals (%) (inc. IC) #

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

Call Totals (Current Period) #

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

Call Totals (inc. IC) #

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

Contact Info #

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

Miscellaneous #

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

Report's Call Totals (%) #

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

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

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

Report's Service Level Totals (%) #

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

Service Level Totals (%) #

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