All Filter Fields #

The table below provides a description of each filter field available on the system and details of which reports they can be used on.

Call Info #

Field Name	Description	Availability
Field Name	Description	Reports
Abandoned	An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Received Numbers, Trunk Usage
Answered	Indicates whether the call or call segment was answered or not (Yes or No).	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
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.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary
Call Type	The type of call, either Internal (intercom [IC]) or External.	Call Cost by Number, Call Cost by Number Type
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.	Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
DID Name	The name provided by the communications system as being associated with the Direct Inward Dial number for the call.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
DID Name/Presentation Name	The DID name or the presentation number name.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
DID/Presentation Number	The DID number or the presentation number.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
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.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Trunk Usage
Matched	The call has one or more contact matches.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Number Type	The type (Local, National or International) for the Caller ID number.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers
Outgoing Caller ID	The telephone number presented on an outgoing call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Top Dialed Numbers
Outgoing Caller ID Name	The name presented on an outgoing call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Top Dialed Numbers
Outside Number	The telephone number associated with this call. This applies to external calls only.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Trunk Usage
Overflowed In	Indicates whether the call overflowed in from a queue or group.	Agent Status Summary, Agent Summary, Calls by Device, Calls by User, Calls by User Group, Call Cost by User
Overflowed Out	Indicates whether the call overflowed out to another location.	Agent Status Summary, Agent Summary, Calls by Device, Calls by User, Calls by User Group, Call Cost by User
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.	Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Refused	Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another).	Agent Status Summary, Agent Summary, Calls by Device, Calls by User, Calls by User Group, Call Cost by User
Route Path Name	The Contact Name with the addition of any route information which has been pre-pended by the PBX.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Received Numbers
Route Path Number	The Outside Number with the addition of any route information which has been pre-pended by the PBX.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Received Numbers
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.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers
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.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Trunk to Trunk	A call that includes both an incoming and outgoing trunks.	Calls by Area 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 Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time

Users / Devices #

Field Name	Description	Availability
Field Name	Description	Reports
Account ID	The ID of the communication system being monitored.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Ring Time, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Account Name	The name of the communication system being monitored.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Ring Time, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Agent Name	The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.	Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Agent Number	The Agent Number (Presence ID) of the Agent.	Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Answering Agent Name	The name of the first agent that answered the call (if applicable).	Calls by Area 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 Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Answering Agent Number	The number of the first agent that answered the call (if applicable).	Calls by Area 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 Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Answering Device Name	The name of the first device the call was answered at. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Answering Device Number	The number of the first device the call was answered at. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Answering Group Name	The name of the first user group the call was answered at. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Answering User Name	The name of the first user the call was answered by. This will be empty if the call was not answered.	Calls by Area 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 Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Answering User Number	The number of the first user the call was answered by. This will be empty if the call was not answered.	Calls by Area 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 Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Device Name	The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device.	Agent Status Summary, Agent Summary, Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Calls Completed by Agent, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers
Device Number	The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device.	Agent Status Summary, Agent Summary, Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by Week, Calls Completed by Agent, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers
First Rang Agent Name	The name of the first agent the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang Agent Number	The number of the first agent the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang Device Name	The name of the first device the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang Device Number	The number of the first device the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang Group Name	The name of the user group where the call first rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang User Name	The name of the first user the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
First Rang User Number	The number of the first user the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering Agent Name	The name of the last agent that answered the call (if applicable).	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering Agent Number	The number of the last agent that answered the call (if applicable).	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering Device Name	The name of the last device the call was answered at. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering Device Number	The number of the last device the call was answered at. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering User Name	The name of the last user the call was answered by. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Answering User Number	The number of the last user the call was answered by. This will be empty if the call was not answered.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang Agent Name	The name of the last agent the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang Agent Number	The number of the last agent the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang Device Name	The name of the last device the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang Device Number	The number of the last device the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang Group Name	The name of the user group where the call last rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang User Name	The name of the last user the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Last Rang User Number	The number of the last user the call rang at.	Incoming Calls by Route Path Name, Incoming Calls by Route Path Number
Queue Name	The name of the queue the current call segment was presented from.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Received Numbers, Trunk Usage
Queue Number	The number of the queue the current call segment was presented from.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Received Numbers, Trunk Usage
Transferred From Agent	The number of the agent the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred From Agent Name	The name of the agent the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred From Device	The number of the device the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred From Device Name	The name of the device the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred From User Name	The name of the user the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred From User Number	The number of the user the call was transferred (or overflowed) from.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To Agent	The number of the agent the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To Agent Name	The name of the agent the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To Device	The number of the device the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To Device Name	The name of the device the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To User Name	The name of the user the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
Transferred To User Number	The number of the user the call was transferred (or overflowed) to.	Calls by Queue, Calls by User, Calls by User Group, Calls Completed by User, Call Cost by User, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance
User Group Name	The name of the user's primary group.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
User Name	The name of the user involved in the call or call segment.	Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User Group, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers
User Number	The number of the user involved in the call or call segment.	Call List (Abandoned Calls), Call List (Unreturned Abandoned Calls), Call List (Unreturned Abandoned Calls - no filter), Call List (Non-Segmented), Call List (Rated Calls Non-Segmented), Call List (Recorded Calls), Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User Group, Calls by Week, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers

Agent Times #

Field Name	Description	Availability
Field Name	Description	Reports
Agent State	The availability state of an agent at a particular time.	Agent Away Reason Summary

Call Times #

Field Name	Description	Availability
Field Name	Description	Reports
Call Duration	The total duration for this call or call segment including ring, hold and talk durations.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Hold Time	The total time this call segment spent on hold.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Parked Time	The total time this call segment spent parked.	Agent Status Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Ring Time	The ring duration of the call or call segment.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage
Start Time	The time the call or call segment started ringing.	Agent Away Reason Summary, Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by User, Calls by User Group, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Queue Performance, Service Level by Account, Top Dialed Numbers, Top Received Numbers
Talk Time	The duration this call segment was in the answered state.	Agent Status Summary, Agent Summary, Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by Agent, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time, Top Dialed Numbers, Top Received Numbers, Trunk Usage

Contact Info #

Field Name	Description	Availability
Field Name	Description	Reports
Company Name	The company name of the matched contact.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Name	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 1	The data from tag field 1 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 10	The data from tag field 10 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 2	The data from tag field 2 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 3	The data from tag field 3 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 4	The data from tag field 4 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 5	The data from tag field 5 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 6	The data from tag field 6 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 7	The data from tag field 7 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 8	The data from tag field 8 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Contact Tag 9	The data from tag field 9 of the matching contact record for this call.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
CRM ID	The reference of the matched contact in an external CRM system.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Email	The email address of the matched contact.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time
Job Title	The job title of the matched contact.	Calls by Area Code, Calls by Country, Calls by Day, Calls by Day & Time, Calls by Day of Week, Calls by Day of Week & Time, Calls by DID, Calls by Service Number, Calls by Duration, Calls by Device, Calls by Hold Time, Calls by Location, Calls by Month, Calls by Number, Call Cost by Number, Calls by Number Type, Call Cost by Number Type, Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Calls by Queue, Calls by Ring Time, Calls by Account, Calls by State/Province, Calls by Talk Time, Calls by Time, Calls by User, Calls by User Group, Calls by Week, Calls Completed by User, Call Cost by User, Call Tag Summary, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number, Abandoned Calls by Day, Abandoned Calls by Day & Time, Abandoned Calls by Time, Queue Calls by Day, Queue Calls by Day & Time, Queue Calls by Time, Queue Performance, Service Level by Day, Service Level by Day & Time, Service Level by Account, Service Level by Time

Call Info (Advanced) #

Field Name	Description	Availability
Field Name	Description	Reports
End Cause	The end event reason code received from the telephone system in relation to this call	Calls Completed by Agent, Calls Completed by User
Hang-up Cause	The call Hang-up Cause provided by the communications platform.	Outgoing Calls by Caller Id Name, Outgoing Calls By Caller Id Number, Incoming Calls by Route Path Name, Incoming Calls by Route Path Number

Call Costs #

Field Name	Description	Availability
Field Name	Description	Reports
Has Been Rated	The call has been rated.	Top Dialed Numbers, Top Received Numbers
Rate Band	The rate time band that this was was matched to.	Call Cost by Number, Call Cost by Number Type, Call Cost by User, Top Dialed Numbers, Top Received Numbers
Rate Cost	The rated cost of this call or call segment.	Call Cost by Number, Call Cost by Number Type, Call Cost by User, Top Dialed Numbers, Top Received Numbers
Rate Name	The name of the rate that this was was matched to.	Call Cost by Number, Call Cost by Number Type, Call Cost by User, Top Dialed Numbers, Top Received Numbers