Call List (Internal) #

The table below shows which fields are available on the Call List (Internal) template.

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

Call Info #

Field Name	Description	Default Field?
Abandoned	An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Answered	Indicates whether the call or call segment was answered or not (Yes or No).
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.
Caller ID Received	Indicates whether a Caller ID was received for the call (Yes or No).
DID Name	The name provided by the communications system as being associated with the Direct Inward Dial number for the call.
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.
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.
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.
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.
Transferred In	Indicates whether the call was transferred in from another device.
Transferred Out	Indicates whether the call was transferred out to another device.
Trunk to Trunk	A call that includes both an incoming and outgoing trunks.

Call Info (Advanced) #

Field Name	Description	Default Field?
Call ID	The telephone system's unique ID for this call.
Document ID	Document ID.
End Cause	The end event reason code received from the telephone system in relation to this call
Hang-up Cause	The call Hang-up Cause provided by the communications platform.
Interaction ID	The PBX Interaction ID.
Media Server	The media server that handled the call on the PBX.
Recording ID	The call recording ID.

Call Times #

Field Name	Description	Default Field?
Answer Time	The time and date that this call or call segment was answered. This will be empty if the call was not answered.	✔
Call Duration	The total duration for this call or call segment including ring, hold and talk durations.	✔
End Time	The time of day that this call or call segment ended.
Hold Time	The total time this call segment spent on hold.
Parked Time	The total time this call segment spent parked.
Ring Time	The ring duration of the call or call segment.	✔
Start Time	The time the call or call segment started ringing.	✔
Talk Time	The duration this call segment was in the answered state.	✔

Call Times (%) #

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

Users / Devices #

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.
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.
Answering Agent Name	The name of the first agent that answered the call (if applicable).
Answering Agent Number	The number of the first agent that answered the call (if applicable).
Answering User Name	The name of the first user the call was answered by. This will be empty if the call was not answered.
Answering User Number	The number of the first user the call was answered by. This will be empty if the call was not answered.
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.
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.
Transferred From Agent	The number of the agent the call was transferred (or overflowed) from.
Transferred From Agent Name	The name of the agent the call was transferred (or overflowed) from.
Transferred From Device	The number of the device the call was transferred (or overflowed) from.
Transferred From Device Name	The name of the device the call was transferred (or overflowed) from.
Transferred From User Name	The name of the user the call was transferred (or overflowed) from.
Transferred From User Number	The number of the user the call was transferred (or overflowed) from.
Transferred To Agent	The number of the agent the call was transferred (or overflowed) to.
Transferred To Agent Name	The name of the agent the call was transferred (or overflowed) to.
Transferred To Device	The number of the device the call was transferred (or overflowed) to.
Transferred To Device Name	The name of the device the call was transferred (or overflowed) to.
Transferred To User Name	The name of the user the call was transferred (or overflowed) to.
Transferred To User Number	The number of the user the call was transferred (or overflowed) to.
Trunk Name	Trunk name involved in the call or call segment.
Trunk Number	Trunk number involved in the call or call segment.
User Group Name	The name of the user's primary group.
User Name	The name of the user involved in the call or call segment.	✔
User Number	The number of the user involved in the call or call segment.	✔