Agent Status Summary #

The table below shows which fields are available on the Agent Status Summary template.

info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.

Agent Times #

Field Name	Description	Default Field?
First Away Time	The first time that an agent entered the Away state.
First Logon Time	The first time that an agent logged onto the telephone system.	✔
First Ready Time	The first time that an agent entered the Ready state.
Last Logoff Time	The last time that an agent logged off the telephone system.	✔
Last Logon Time	The last time that an agent logged onto the telephone system.
Total Away Count	The number of times that the agent transitioned into the away state.
Total Away Time	The total time an agent has spent in the away state.	✔
Total Busy ACD Count	The number of times that the agent transitioned into the busy state for ACD calls.
Total Busy ACD Time	The total time an agent has spent in the busy state on ACD calls.	✔
Total Busy Non-ACD Count	The number of times that the agent transitioned into the busy state for Non ACD calls.
Total Busy Non-ACD Time	The total time an agent has spent in the busy state on Non ACD calls.	✔
Total Logged On Count	The number of times the agent has logged onto the telephone system.	✔
Total Ready Count	The number of times the agent transitioned to the ready state.
Total Ready Time	The total time an agent has spent in the ready state.	✔
Total Time on Duty	The total time the agent has spent logged onto the telephone system.	✔
Total Wrap Count	The number of times the agent transitioned into the wrap state.
Total Wrap Time	The total time an agent has spent in the wrap state.

Agent Times (Average) #

Field Name	Description	Default Field?
Avg Away Time	The average time the agent has spent in the away state.
Avg Busy ACD Time	The average time the agent has spent on an ACD call.
Avg Busy Non-ACD Time	The average time the agent has spent on a non-ACD call.
Avg Ready Time	The average time the agent has spent in the ready state.
Avg Time on Duty	The average time the agent has spent logged on to the telephone system.
Avg Wrap Time	The average time the agent has spent in the wrap state.

Agent Times (Max) #

Field Name	Description	Default Field?
Longest Away Time	The longest time the agent has spent in the away state.
Longest Busy ACD Time	The longest time the agent has spent on an ACD call.
Longest Busy Non-ACD Time	The longest time the agent has spent on a non-ACD call.
Longest Ready Time	The longest time the agent has spent in the ready state.
Longest Time on Duty	The longest time the agent has spent logged on to the telephone system.
Longest Wrap Time	The longest time the agent has spent in the wrap state.

Call Info (Advanced) #

Field Name	Description	Default Field?
Account ID	The ID of the communication system being monitored.
Account Name	The name of the communication system being monitored.	✔

Call Rates #

Field Name	Description	Default Field?
All Calls Rate	The call rate for the period of the report for the total number of calls (external calls only).
Answered Calls Rate	The call rate for the period of the report for the total number of answered calls (external calls only).
Completed Calls Rate	The call rate for the period of the report for the total number of completed calls (external calls only).
Incoming Answered Rate	The call rate for the period of the report for the total number of incoming answered calls (external calls only).
Incoming Calls Rate	The call rate for the period of the report for the total number of incoming calls (external calls only).
Incoming Completed Rate	The call rate for the period of the report for the total number of completed calls (external calls only).
Incoming Parked Calls Rate	The call rate for the period of the report for the total number of incoming parked calls (external calls only).
Incoming Unanswered Rate	The call rate for the period of the report for the total number of incoming unanswered calls (external calls only).
Outgoing Answered Rate	The call rate for the period of the report for the total number of outgoing answered calls (external calls only).
Outgoing Calls Rate	The call rate for the period of the report for the total number of outgoing calls (external calls only).
Outgoing Completed Rate	The call rate for the period of the report for the total number of outgoing completed calls (external calls only).
Outgoing Parked Calls Rate	The call rate for the period of the report for the total number of outgoing parked calls (external calls only).
Outgoing Unanswered Rate	The call rate for the period of the report for the total number of outgoing unanswered calls (external calls only).
Parked Calls Rate	The call rate for the period of the report for the total number of parked calls (external calls only).
Refused Calls Rate	The call rate for the period of the report for the total number of refused calls (external calls only).
Unanswered Calls Rate	The call rate for the period of the report for the total number of unanswered calls (external calls only).

Call Rates (inc. IC) #

Field Name	Description	Default Field?
All Calls Rate (inc. IC)	The call rate for the period of the report for the total number of calls including internal calls.
Answered Calls Rate (inc. IC)	The call rate for the period of the report for the total number of answered calls including internal calls.
Completed Calls Rate (inc. IC)	The call rate for the period of the report for the total number of completed calls including internal calls.
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.
Incoming Calls Rate (inc. IC)	The call rate for the period of the report for the total number of incoming calls including internal calls.
Incoming Completed Rate (inc. IC)	The call rate for the period of the report for the total number of completed calls including internal calls.
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.
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.
Outgoing Calls Rate (inc. IC)	The call rate for the period of the report for the total number of outgoing calls including internal calls.
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.
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.
Refused Calls Rate (inc. IC)	The call rate for the period of the report for the total number of refused calls including internal calls.
Unanswered Calls Rate (inc. IC)	The call rate for the period of the report for the total number of unanswered calls including internal calls.

Call Times #

Field Name	Description	Default Field?
First Answer Time	The first time a call was answered during the report period (external calls only).
First End Time	The first time a call ended during the report period (external calls only).
First Start Time	The first time a call started during the report period (external calls only).
Last Answer Time	The time the last call was answered during the report period (external calls only).
Last End Time	The time the last call ended during the report period (external calls only).
Last Start Time	The time the last call started during the report period (external calls only).

Call Times (%) #

Field Name	Description	Default Field?
% Hold Time	The Total Hold Time as a percentage of Total Call Duration.
% Hold Time (inc. IC)	The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC).
% Parked Time	The Total Parked Time as a percentage of Total Call Duration.
% Parked Time (inc. IC)	The Total Parked Time (inc. IC) as a percentage of Total Call Duration (inc. IC).
% Ring Time	The Total Ring Time as a percentage of Total Call Duration.
% Ring Time (inc. IC)	The Total Ring Time as a percentage of Total Call Duration (inc. IC).
% Talk Time	The Talk Time as a percentage of Total Call time (external calls only).
% Talk Time (inc. IC)	The Talk Time as a percentage of Total Call time including internal calls.

Call Times (Average) #

Field Name	Description	Default Field?
Avg Call Duration	The average call duration for all external calls, whether they were answered or not. This includes all incoming and outgoing calls.
Avg Hold Time	The average hold duration for all calls (external calls only).
Avg Hold Time In	The average hold duration for all incoming calls (external calls only).
Avg Hold Time Out	The average hold duration for all outgoing calls (external calls only).
Avg Incoming Call Duration	The average call duration for all incoming calls (external calls only).
Avg Outgoing Call Duration	The average call duration for all outgoing calls (external calls only).
Avg Parked Time	The average parked duration for all calls (external calls only).
Avg Parked Time In	The average parked duration for all incoming calls (external calls only).
Avg Parked Time Out	The average parked duration for all outgoing calls (external calls only).
Avg Ring Time	The average amount of time calls spend ringing (external calls only).
Avg Ring Time Abandoned	The average amount of ring time on Abandoned calls.
Avg Ring Time In	The average amount of ring time on incoming calls (external calls only).
Avg Ring Time Out	The average amount of ring time on outgoing calls (external calls only).
Avg Talk Time	The average talk time for all calls (external calls only).
Avg Talk Time In	The average talk time for all incoming calls (external calls only).
Avg Talk Time Out	The average talk time for all outgoing calls (external calls only).

Call Times (Min/Max) #

Field Name	Description	Default Field?
Longest Call Duration	The duration of the call with the longest duration (external calls only).
Longest Hold Time	The longest a call was on hold (external calls only).
Longest Hold Time In	The longest an incoming call was on hold (external calls only).
Longest Hold Time Out	The longest an outgoing call was on hold (external calls only).
Longest Incoming Call Duration	The duration of the call with the longest duration (external calls only).
Longest Outgoing Call Duration	The longest duration for a single outgoing call (external calls only).
Longest Parked Time	The longest a call was parked (external calls only).
Longest Parked Time Abandoned	The longest a call was parked that was abandoned.
Longest Parked Time In	The longest an incoming call was parked (external calls only).
Longest Parked Time Out	The longest an outgoing call was parked (external calls only).
Longest Ring Time	The longest any call was ringing (external calls only).
Longest Ring Time Abandoned	The ring time of the longest ringing abandoned call.
Longest Ring Time In	The longest any incoming call was ringing (external calls only).
Longest Ring Time Out	The longest any outgoing call was ringing (external calls only).
Longest Talk Time	The longest time a single call spent in the talking state (external calls only).
Longest Talk Time In	The longest time a single incoming call spent in the talking state (external calls only).
Longest Talk Time Out	The longest time a single outgoing call spent in the connected state (external calls only).
Shortest Call Duration	The shortest duration for a single call (external calls only).
Shortest Hold Time	The shortest hold time for a single call (external calls only).
Shortest Hold Time In	The shortest hold time for a single incoming call (external calls only).
Shortest Hold Time Out	The shortest hold time for a single outgoing call (external calls only).
Shortest Incoming Call Duration	The shortest duration for a single incoming call (external calls only).
Shortest Outgoing Call Duration	The shortest duration for a single outgoing call (external calls only).
Shortest Parked Time	The shortest parked time for a single call (external calls only).
Shortest Parked Time In	The shortest parked time for a single incoming call (external calls only).
Shortest Parked Time Out	The shortest parked time for a single outgoing call (external calls only).
Shortest Ring Time	The shortest ring time for a single call (external calls only).
Shortest Ring Time Abandoned	The shortest ring time for an abandoned call.
Shortest Ring Time In	The shortest ring time for a single incoming call (external calls only).
Shortest Ring Time Out	The shortest ring time for a single outgoing call (external calls only).
Shortest Talk Time	The shortest time a single call spent in the talking state (external calls only).
Shortest Talk Time In	The shortest time a single incoming call spent in the talking state (external calls only).
Shortest Talk Time Out	The shortest time a single outgoing call spent in the talking state (external calls only).

Call Times (Total) #

Field Name	Description	Default Field?
Total Call Duration	The cumulative Call Duration for all calls (external calls only).
Total Hold Time	The total call time on hold (external calls only).
Total Hold Time In	The total incoming call time on hold (external calls only).
Total Hold Time Out	The total outgoing call time on hold (external calls only).
Total Incoming Call Duration	The cumulative Call Duration for all incoming calls (external calls only).
Total Outgoing Call Duration	The cumulative Call Duration for all outgoing calls (external calls only).
Total Parked Time	The total call time parked (external calls only).
Total Parked Time In	The total incoming call time parked (external calls only).
Total Parked Time Out	The total outgoing call time parked (external calls only).
Total Ring Time	Total time that calls were Ringing (external calls only).
Total Ring Time Abandoned	Total time that abandoned calls were Ringing.
Total Ring Time In	Total time that incoming calls were Ringing (external calls only).
Total Ring Time Out	Total time that outgoing calls were Ringing (external calls only).
Total Talk Time	Total talk time (external calls only).
Total Talk Time In	Total incoming talk time (external calls only).
Total Talk Time Out	Total outgoing talk time (external calls only).

Call Times (Average) (inc. IC) #

Field Name	Description	Default Field?
Avg Call Duration (inc. IC)	The average call duration for all calls, including internal calls.
Avg Hold Time (inc. IC)	The average hold duration for all calls including internal calls.
Avg Hold Time In (inc. IC)	The average hold duration for all incoming calls including internal calls.
Avg Hold Time Out (inc. IC)	The average hold duration for all outgoing calls including internal calls.
Avg Incoming Call Duration (inc. IC)	The average call duration for all incoming calls including internal calls.
Avg Outgoing Call Duration (inc. IC)	The average call duration for all outgoing calls including internal calls.
Avg Parked Time (inc. IC)	The average parked duration for all calls including internal calls.
Avg Parked Time In (inc. IC)	The average parked duration for all incoming calls including internal calls.
Avg Parked Time Out (inc. IC)	The average parked duration for all outgoing calls including internal calls.
Avg Ring Time (inc. IC)	The average amount of ring time on calls, including internal calls.
Avg Ring Time In (inc. IC)	The average amount of ring time on incoming calls, including internal calls.
Avg Ring Time Out (inc. IC)	The average amount of ring time on outgoing calls including internal calls.
Avg Talk Time (inc. IC)	The average talk time for all calls ,including internal calls.
Avg Talk Time In (inc. IC)	The average talk time for all incoming calls, including internal calls.
Avg Talk Time Out (inc. IC)	The average talk time for all outgoing calls, including internal calls.

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

Field Name	Description	Default Field?
First Answer Time (inc. IC)	The first time a call was answered during the report period, including internal calls.
First End Time (inc. IC)	The first time a call ended during the report period, including internal calls.
First Start Time (inc. IC)	The first time a call started during the report period, including internal calls.
Last Answer Time (inc. IC)	The time the last call was answered during the report period, including internal calls.
Last End Time (inc. IC)	The time the last call ended during the report period, including internal calls.
Last Start Time (inc. IC)	The time the last call started during the report period, including internal calls.
Longest Call Duration (inc. IC)	The longest duration for a single call, including internal calls.
Longest Hold Time (inc. IC)	The longest a call was on hold, including internal calls.
Longest Hold Time In (inc. IC)	The longest an incoming call was on hold, including internal calls.
Longest Hold Time Out (inc. IC)	The longest an outgoing call was on hold, including internal calls.
Longest Incoming Call Duration (inc. IC)	The longest duration for a single incoming call, including internal calls.
Longest Outgoing Call Duration (inc. IC)	The longest duration for a single outgoing call, including internal calls.
Longest Parked Time (inc. IC)	The longest a call was parked, including internal calls.
Longest Parked Time In (inc. IC)	The longest an incoming call was parked, including internal calls.
Longest Parked Time Out (inc. IC)	The longest an outgoing call was parked, including internal calls.
Longest Ring Time (inc. IC)	The longest any call was ringing, including internal calls.
Longest Ring Time In (inc. IC)	The longest any incoming call was ringing, including internal calls.
Longest Ring Time Out (inc. IC)	The longest any outgoing call was ringing, including internal calls.
Longest Talk Time (inc. IC)	The longest time a single call spent in the connected state, including internal calls.
Longest Talk Time In (inc. IC)	The longest time a single incoming call spent in the connected state, including internal calls.
Longest Talk Time Out (inc. IC)	The longest time a single outgoing call spent in the connected state, including internal calls.
Shortest Call Duration (inc. IC)	The shortest duration for a single call, including internal calls.
Shortest Hold Time (inc. IC)	The shortest hold time for a single call, including internal calls.
Shortest Hold Time In (inc. IC)	The shortest hold time for a single incoming call, including internal calls.
Shortest Hold Time Out (inc. IC)	The shortest hold time for a single outgoing call, including internal calls.
Shortest Incoming Call Duration (inc. IC)	The shortest duration for a single incoming call, including internal calls.
Shortest Outgoing Call Duration (inc. IC)	The shortest duration for a single outgoing call, including internal calls.
Shortest Parked Time (inc. IC)	The shortest parked time for a single call, including internal calls.
Shortest Parked Time In (inc. IC)	The shortest parked time for a single incoming call, including internal calls.
Shortest Parked Time Out (inc. IC)	The shortest parked time for a single outgoing call, including internal calls.
Shortest Ring Time (inc. IC)	The shortest ring time for a single call, including internal calls.
Shortest Ring Time In (inc. IC)	The shortest ring time for a single incoming call, including internal calls.
Shortest Ring Time Out (inc. IC)	The shortest ring time for a single outgoing call, including internal calls.
Shortest Talk Time (inc. IC)	The shortest time a single call spent in the talking state, including internal calls.
Shortest Talk Time In (inc. IC)	The shortest time a single incoming call spent in the talking state, including internal calls.
Shortest Talk Time Out (inc. IC)	The shortest time a single outgoing call spent in the talking state, including internal calls.

Call Times (Total) (inc. IC) #

Field Name	Description	Default Field?
Total Call Duration (inc. IC)	The cumulative Call Duration for all calls, including internal calls.
Total Hold Time (inc. IC)	The total call time on hold including internal calls.
Total Hold Time In (inc. IC)	The total incoming call time on hold including internal calls.
Total Hold Time Out (inc. IC)	The total outgoing call time on hold including internal calls.
Total Incoming Call Duration (inc. IC)	The cumulative Call Duration for all incoming calls, including internal calls.
Total Outgoing Call Duration (inc. IC)	The cumulative Call Duration for all outgoing calls, including internal calls.
Total Parked Time (inc. IC)	The total call time parked including internal calls.
Total Parked Time In (inc. IC)	The total incoming call time parked including internal calls.
Total Parked Time Out (inc. IC)	The total outgoing call time parked including internal calls.
Total Ring Time (inc. IC)	Total time that calls were Ringing including internal calls.
Total Ring Time In (inc. IC)	Total time that incoming calls were Ringing including internal calls.
Total Ring Time Out (inc. IC)	Total time that outgoing calls were Ringing including internal calls.
Total Talk Time (inc. IC)	Total talk time including internal calls.
Total Talk Time In (inc. IC)	Total incoming talk time including internal calls.
Total Talk Time Out (inc. IC)	Total outgoing talk time including internal calls.

Call Totals #

Field Name	Description	Default Field?
Abandoned Calls	The total number of Abandoned Calls (external calls only).
All Calls	The total number of calls (external calls only).
Answered Calls	The total number of calls answered (external calls only).
Completed Calls	The total number of completed calls (external calls only).
Conference Calls	The total number of conference calls (external calls only).
Incoming Answered	The total number of incoming calls answered (external calls only).
Incoming Calls	The total number of incoming calls (external calls only).
Incoming Completed	The total number of incoming completed calls (external calls only).
Incoming Unanswered	The total number of incoming calls unanswered (external calls only).
Incoming with Caller ID	Total number of Incoming calls with CLI presented.
Outgoing Answered	Total number of Outgoing calls answered (external calls only).
Outgoing Calls	Total number of Outgoing calls (external calls only).
Outgoing Completed	Total number of Outgoing calls completed (external calls only).
Outgoing Unanswered	Total number of Outgoing calls unanswered (external calls only).
Overflowed In	Total Calls that Overflowed In (external calls only).
Overflowed Out	Total Calls that Overflowed Out (external calls only).
Overflowed Out To VM	The total number of calls overflowed to voicemil from this device (external calls only).
Refused Calls	Total number of refused calls (external calls only).
Short Answered Calls	Total number of Short Answered calls (external calls only).
Total Incoming Parked	The total number of incoming calls parked (external calls only).
Total Outgoing Parked	The total number of outgong calls parked (external calls only).
Total Parked	The total number of calls parked (external calls only).
Total Parked Abandoned	The total number of calls parked which were abandoned when parked.
Transferred In	The total number of Transferred In to this device (external calls only).
Transferred Out	The total number of Transferred Out from this device (external calls only).
Trunk to Trunk Calls	The total number of calls that include both an incoming and outgoing trunks.
Unanswered Calls	The total number of calls unanswered (external calls only).

Call Totals (%) #

Field Name	Description	Default Field?
% Abandoned Calls	The number of Abandoned Calls as a percentage of Incoming Calls.
% Answered	The number of Answered Calls as a percentage of All Calls.
% Completed	The number of Completed Calls calls as a percentage of All Calls.
% Conference Calls	The number of Conference Calls as a percentage of All Calls.
% Incoming Answered	The number of Incoming Answered calls as a percentage of All Calls.
% Incoming Calls	The number of Incoming Calls as a percentage of All Calls.
% Incoming Completed	The number of Incoming Completed calls as a percentage of Incoming Calls.
% Incoming Parked	The number of Total Incoming Parked calls as a percentage of All Calls.
% Incoming Unanswered	The number of Incoming Unanswered calls as a percentage of All Calls.
% Outgoing Answered	The number of Outgoing Answered as a percentage of Outgoing Calls.
% Outgoing Calls	The number of Outgoing Calls as a percentage of All Calls.
% Outgoing Completed	The number of Outgoing Completed calls as a percentage of Outgoing Calls.
% Outgoing Parked	The number of Total Outgoing Parked calls as a percentage of All Calls.
% Outgoing Unanswered	The number of Outgoing Unanswered as a percentage of Outgoing Calls.
% Parked	The number of Total Parked as a percentage of All Calls.
% Refused Calls	The number of Refused Calls as a percentage of Incoming Calls.
% Short Answered Calls	The number of Short Answered Calls as a percentage of All Calls.
% Unanswered	The number of Unanswered Calls as a percentage of All Calls.

Call Totals (inc. IC) #

Field Name	Description	Default Field?
All Calls (inc. IC)	The total number of calls including internal calls.
Answered Calls (inc. IC)	The total number of calls answered including internal calls.
Completed Calls (inc. IC)	The total number of completed calls, including internal calls.
Conference Calls (inc. IC)	Total number of Conference calls including internal calls.
Incoming Answered (inc. IC)	The total number of incoming calls answered including internal calls.
Incoming Calls (inc. IC)	The total number of incoming calls including internal calls.
Incoming Completed (inc. IC)	The total number of incoming completed calls including internal calls.
Incoming Unanswered (inc. IC)	The total number of incoming calls unanswered including internal calls.
Internal Calls	Total number of Internal Calls.
Outgoing Answered (inc. IC)	Total number of Outgoing calls answered including internal calls.
Outgoing Calls (inc. IC)	Total number of Outgoing calls including internal calls.
Outgoing Completed (inc. IC)	Total number of Outgoing calls completed including internal calls.
Outgoing Unanswered (inc. IC)	Total number of Outgoing calls unanswered including internal calls.
Overflowed In (inc. IC)	Total Calls that Overflowed In including internal calls.
Overflowed Out (inc. IC)	Total Calls that Overflowed Out including internal calls.
Overflowed Out To VM (inc. IC)	The total number of calls overflowed to voicemail from this device, including internal calls.
Refused Calls (inc. IC)	Total number of refused calls including internal calls.
Short Answered Calls (inc. IC)	Total number of Short Answered calls including internal calls.
Transferred In (inc. IC)	The total number of Transferred In to this device, including internal calls.
Transferred Out (inc. IC)	The total number of Transferred Out from this device, including internal calls.
Unanswered Calls (inc. IC)	The total number of calls uunanswered including internal calls.

Call Totals (%) (inc. IC) #

Field Name	Description	Default Field?
% Answered (inc. IC)	The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC).
% Completed (inc. IC)	The number of Completed Calls (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Answered (inc. IC)	The number of Incoming Answered (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Calls (inc. IC)	The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC).
% Incoming Completed (inc. IC)	The number of Incoming Completed (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Unanswered (inc. IC)	The number of Incoming Unanswered (inc. IC) calls as a percentage of All Calls (inc. IC).
% Outgoing Answered (inc. IC)	The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC).
% Outgoing Calls (inc. IC)	The number of Outgoing Calls as a percentage of All Calls (inc. IC).
% Outgoing Completed (inc. IC)	The number of Outgoing Completed (inc. IC) calls as a percentage of Outgoing Calls (inc. IC).
% Outgoing Unanswered (inc. IC)	The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC).
% Refused Calls (inc. IC)	The number of Refused Calls (inc. IC) as a percentage of Incoming Calls (inc. IC).
% Unanswered (inc. IC)	The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC).

Users / Devices #

Field Name	Description	Default Field?
Agent Name	The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.	✔
Agent Number	The Agent Number (Presence ID) of the Agent.	✔

Report's Call Totals (%) #

Field Name	Description	Default Field?
% Total Abandoned	The number of Abandoned Calls as a percentage of the Abandoned Calls for the report.
% Total All Calls	The number of All Calls as a percentage of the total number of All Calls on the report.
% Total Answered Calls	The number of Answered Calls as a percentage of the total number of Answered Calls on the report.
% Total Completed Calls	The number of Completed Calls as a percentage of the total number of Completed Calls on the report.
% Total Conference Calls	The number of Conference Calls as a percentage of the Conference Calls for the report.
% Total Incoming Answered	The number of Incoming Answered as a percentage of the total number of Incoming Answered on the report.
% Total Incoming Calls	The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report.
% Total Incoming Completed	The number of Incoming Completed as a percentage of the Incoming Completed for the report.
% Total Incoming Parked	The number of Total Incoming Parked as a percentage of the total number of Total Parked on the report.
% Total Incoming Unanswered	The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report.
% Total Outgoing Answered	The number of Outgoing Answered as a percentage of the Outgoing Answered for the report.
% Total Outgoing Calls	The number of Outgoing Calls as a percentage of the Outgoing Calls for the report.
% Total Outgoing Completed	The number of Outgoing Completed as a percentage of the Outgoing Completed for the report.
% Total Outgoing Parked	The number of Total Outgoing Parked as a percentage of the total number of Total Parked on the report.
% Total Outgoing Unanswered	The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report.
% Total Parked	The number of Total Parked as a percentage of the total number of Total Parked on the report.
% Total Parked Abandoned	The number of Total Parked Abandoned as a percentage of the total number of Total Parked on the report.
% Total Refused Calls	The number of Refused Calls as a percentage of the Refused Calls for the report.
% Total Short Answered Calls	The number of Short Answered Calls as a percentage of the Short Answered Calls for the report.
% Total Unanswered Calls	The number of Unanswered Calls as a percentage of the total number of Unanswered Calls on the report.

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

Field Name	Description	Default Field?
% 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.
% 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.
% 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.
% Total Conference Calls (inc. IC)	The number of Conference Calls (inc. IC) as a percentage of the Conference Calls (inc. IC) for the report.
% 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.
% Total Incoming Calls (inc. IC)	The number of Incoming Calls (inc. IC) as a percentage of the Incoming Calls (inc. IC) for the report.
% Total Incoming CompIeted (inc. IC)	The number of Incoming Completed (inc. IC) as a percentage of the Incoming Completed (inc. IC) for the report.
% 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.
% Total Outgoing Answered (inc. IC)	The number of Outgoing Answered (inc. IC) as a percentage of the Outgoing Answered (inc. IC) for the report.
% Total Outgoing Calls (inc. IC)	The number of Outgoing Calls (inc. IC) as a percentage of the Outgoing Calls (inc. IC) for the report.
% Total Outgoing Completed (inc. IC)	The number of Outgoing Completed (inc. IC) as a percentage of the Outgoing Completed (inc. IC) for the report.
% Total Outgoing Unanswered (inc. IC)	The number of Outgoing Unanswered (inc. IC) as a percentage of the Outgoing Unanswered (inc. IC) for the report.
% Total Refused Calls (inc. IC)	The number of Refused Calls (inc. IC) as a percentage of the Refused Calls (inc. IC) for the report.
% 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.
% 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.

Report's Service Level Totals (%) #

Field Name	Description	Default Field?
% Total Abandoned > SLOver	The number of Abandoned > SLOver as a percentage of the Abandoned > SLOver for the report.
% Total Abandoned ≤ SL1	The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report.
% Total Abandoned ≤ SL10	The number of Abandoned ≤ SL10 as a percentage of the Abandoned ≤ SL10 for the report.
% Total Abandoned ≤ SL11	The number of Abandoned ≤ SL11 as a percentage of the Abandoned ≤ SL11 for the report.
% Total Abandoned ≤ SL12	The number of Abandoned ≤ SL12 as a percentage of the Abandoned ≤ SL12 for the report.
% Total Abandoned ≤ SL2	The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report.
% Total Abandoned ≤ SL3	The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report.
% Total Abandoned ≤ SL4	The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report.
% Total Abandoned ≤ SL5	The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report.
% Total Abandoned ≤ SL6	The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report.
% Total Abandoned ≤ SL7	The number of Abandoned ≤ SL7 as a percentage of the Abandoned ≤ SL7 for the report.
% Total Abandoned ≤ SL8	The number of Abandoned ≤ SL8 as a percentage of the Abandoned ≤ SL8 for the report.
% Total Abandoned ≤ SL9	The number of Abandoned ≤ SL9 as a percentage of the Abandoned ≤ SL9 for the report.
% Total Answered > SLOver	The number of Answered > SLOver as a percentage of the Answered > SLOver for the report.
% Total Answered ≤ SL1	The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report.
% Total Answered ≤ SL10	The number of Answered ≤ SL10 as a percentage of the Answered ≤ SL10 for the report.
% Total Answered ≤ SL11	The number of Answered ≤ SL11 as a percentage of the Answered ≤ SL11 for the report.
% Total Answered ≤ SL12	The number of Answered ≤ SL12 as a percentage of the Answered ≤ SL12 for the report.
% Total Answered ≤ SL2	The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report.
% Total Answered ≤ SL3	The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report.
% Total Answered ≤ SL4	The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report.
% Total Answered ≤ SL5	The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report.
% Total Answered ≤ SL6	The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report.
% Total Answered ≤ SL7	The number of Answered ≤ SL7 as a percentage of the Answered ≤ SL7 for the report.
% Total Answered ≤ SL8	The number of Answered ≤ SL8 as a percentage of the Answered ≤ SL8 for the report.
% Total Answered ≤ SL9	The number of Answered ≤ SL9 as a percentage of the Answered ≤ SL9 for the report.

Service Levels #

Field Name	Description	Default Field?
Abandoned > SLOver	The total number of incoming calls abandoned outside service level.
Abandoned ≤ SL1	The total number of incoming calls abandoned inside service level 1.
Abandoned ≤ SL10	The total number of incoming calls abandoned inside service level 10.
Abandoned ≤ SL11	The total number of incoming calls abandoned inside service level 11.
Abandoned ≤ SL12	The total number of incoming calls abandoned inside service level 12.
Abandoned ≤ SL2	The total number of incoming calls abandoned inside service level 2.
Abandoned ≤ SL3	The total number of incoming calls abandoned inside service level 3.
Abandoned ≤ SL4	The total number of incoming calls abandoned inside service level 4.
Abandoned ≤ SL5	The total number of incoming calls abandoned inside service level 5.
Abandoned ≤ SL6	The total number of incoming calls abandoned inside service level 6.
Abandoned ≤ SL7	The total number of incoming calls abandoned inside service level 7.
Abandoned ≤ SL8	The total number of incoming calls abandoned inside service level 8.
Abandoned ≤ SL9	The total number of incoming calls abandoned inside service level 9.
Answered > SLOver	The total number of Incoming Answered, answered outside service level.
Answered ≤ SL1	The total number of Incoming Answered, answered inside service level 1.
Answered ≤ SL10	The total number of Incoming Answered, answered inside service level 10.
Answered ≤ SL11	The total number of Incoming Answered, answered inside service level 11.
Answered ≤ SL12	The total number of Incoming Answered, answered inside service level 12.
Answered ≤ SL2	The total number of Incoming Answered, answered inside service level 2.
Answered ≤ SL3	The total number of Incoming Answered, answered inside service level 3.
Answered ≤ SL4	The total number of Incoming Answered, answered inside service level 4.
Answered ≤ SL5	The total number of Incoming Answered, answered inside service level 5.
Answered ≤ SL6	The total number of Incoming Answered, answered inside service level 6.
Answered ≤ SL7	The total number of Incoming Answered, answered inside service level 7.
Answered ≤ SL8	The total number of Incoming Answered, answered inside service level 8.
Answered ≤ SL9	The total number of Incoming Answered, answered inside service level 9.

Service Level Totals (%) #

Field Name	Description	Default Field?
% Abandoned > SLOver	The number of Abandoned > SLOver as a percentage of Incoming Calls.
% Abandoned ≤ SL1	The number of Abandoned ≤ SL1 as a percentage of Incoming Calls.
% Abandoned ≤ SL10	The number of Abandoned ≤ SL10 as a percentage of Incoming Calls.
% Abandoned ≤ SL11	The number of Abandoned ≤ SL11 as a percentage of Incoming Calls.
% Abandoned ≤ SL12	The number of Abandoned ≤ SL12 as a percentage of Incoming Calls.
% Abandoned ≤ SL2	The number of Abandoned ≤ SL2 as a percentage of Incoming Calls.
% Abandoned ≤ SL3	The number of Abandoned ≤ SL3 as a percentage of Incoming Calls.
% Abandoned ≤ SL4	The number of Abandoned ≤ SL4 as a percentage of Incoming Calls.
% Abandoned ≤ SL5	The number of Abandoned ≤ SL5 as a percentage of Incoming Calls.
% Abandoned ≤ SL6	The number of Abandoned ≤ SL6 as a percentage of Incoming Calls.
% Abandoned ≤ SL7	The number of Abandoned ≤ SL7 as a percentage of Incoming Calls.
% Abandoned ≤ SL8	The number of Abandoned ≤ SL8 as a percentage of Incoming Calls.
% Abandoned ≤ SL9	The number of Abandoned ≤ SL9 as a percentage of Incoming Calls.
% Answered > SLOver	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL1	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL10	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL11	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL12	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL2	The number of Answered ≤ SL2 calls as a percentage of Incoming Calls.
% Answered ≤ SL3	The number of Answered ≤ SL3 calls as a percentage of Incoming Calls.
% Answered ≤ SL4	The number of Answered ≤ SL4 calls as a percentage of Incoming Calls.
% Answered ≤ SL5	The number of Answered ≤ SL5 calls as a percentage of Incoming Calls.
% Answered ≤ SL6	The number of Answered ≤ SL6 calls as a percentage of Incoming Calls.
% Answered ≤ SL7	The number of Answered ≤ SL7 calls as a percentage of Incoming Calls.
% Answered ≤ SL8	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL9	The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.

Filter Fields #

This section outlines which filter fields can be used on the Agent Status Summary template.

Field Name	Description
Abandoned	An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Account ID	The ID of the communication system being monitored.
Account Name	The name of the communication system being monitored.
Agent Name	The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.
Agent Number	The Agent Number (Presence ID) of the Agent.
Answered	Indicates whether the call or call segment was answered or not (Yes or No).
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 Duration	The total duration for this call or call segment including ring, hold and talk durations.
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.
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.
DID Name/Presentation Name	The DID name or the presentation number name.
DID/Presentation Number	The DID number or the presentation number.
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.
Hold Time	The total time this call segment spent on hold.
Number Type	The type (Local, National or International) for the Caller ID number.
Outside Number	The telephone number associated with this call. This applies to external calls only.
Overflowed In	Indicates whether the call overflowed in from a queue or group.
Overflowed Out	Indicates whether the call overflowed out to another location.
Parked Time	The total time this call segment spent parked.
Queue Name	The name of the queue the current call segment was presented from.
Queue Number	The number of the queue the current call segment was presented from.
Refused	Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another).
Ring Time	The ring duration of the call or call segment.
Route Path Name	The Contact Name with the addition of any route information which has been pre-pended by the PBX.
Route Path Number	The Outside Number with the addition of any route information which has been pre-pended by the PBX.
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.
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.
Start Time	The time the call or call segment started ringing.
Talk Time	The duration this call segment was in the answered state.