Call List (Rated Calls Segmented) #

The table below shows which fields are available on the Call List (Rated Calls Segmented) 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).
Area Code	The area code for the Caller ID number.
Billing Code	The billing code that was set against this call.
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 Type	The type of call, either Internal (intercom [IC]) or External.
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).
Conference	The call was part of a conference.
Country	The country for the Caller ID number.
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.
Location	The location for the Caller ID number.
Matched	The call has one or more contact matches.
Number Type	The type (Local, National or International) for the Caller ID number.
Outgoing Caller ID	The telephone number presented on an outgoing call.
Outgoing Caller ID Name	The name presented on an outgoing call.
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 Lost	Indicates if the call was lost whilst parked.
Parked?	Indicates whether the call or call segment was parked or not (Yes or No).
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.
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.
State	The state/province for the Caller ID number (NANPA region only).
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?
Account ID	The ID of the communication system being monitored.
Account Name	The name of the communication system being monitored.
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.
PBX Type	The type of PBX the call was made on.
Recording ID	The call recording ID.
SIP Call ID	The unique SIP Call ID for the call leg.

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).

Contact Info #

Field Name	Description	Default Field?
Company Name	The company name of the matched contact.
Contact Name	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1	The data from tag field 1 of the matching contact record for this call.
Contact Tag 10	The data from tag field 10 of the matching contact record for this call.
Contact Tag 2	The data from tag field 2 of the matching contact record for this call.
Contact Tag 3	The data from tag field 3 of the matching contact record for this call.
Contact Tag 4	The data from tag field 4 of the matching contact record for this call.
Contact Tag 5	The data from tag field 5 of the matching contact record for this call.
Contact Tag 6	The data from tag field 6 of the matching contact record for this call.
Contact Tag 7	The data from tag field 7 of the matching contact record for this call.
Contact Tag 8	The data from tag field 8 of the matching contact record for this call.
Contact Tag 9	The data from tag field 9 of the matching contact record for this call.
CRM ID	The reference of the matched contact in an external CRM system.
Email	The email address of the matched contact.
Job Title	The job title of the matched contact.

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.
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 Number	The number of the first user the call was answered by. This will be empty if the call was not answered.
Conference/Meeting Name	The conference or meeting name.
Conference/Meeting Number	The conference or meeting number.
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.
Parked Slot	The parking slots the call or call segment has been parked at.
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 Device Type	The type 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 Device Type	The type 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.	✔

Voicemail Info #

Field Name	Description	Default Field?
Voicemail Box Name	The name of the voicemail box a message is stored.
Voicemail Box Number	The number of the voicemail box a message is stored.
Voicemail Left	Indicates if a voicemail message has been left.
Voicemail Message Creation Time	The date and time when the voicemail message was created.
Voicemail Message Deletion Time	The date and time when the voicemail message was deleted.
Voicemail Message Id	The voicemail message id.
Voicemail Message Length	The duration of the voicemail message.
Voicemail Message Save Time	The date and time when the voicemail message was saved.
Voicemail Message State	The current state of the voicemail message, New, Saved or Deleted.
Voicemail Message Wait Time	The duration before a voicemail message was listened to.

Filter Fields #

This section outlines which filter fields can be used on the Call List (Rated Calls Segmented) 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).
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 Number	The number of the first user the call was answered by. This will be empty if the call was not answered.
Area Code	The area code for the Caller ID number.
Billing Code	The billing code that was set against this call.
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.
Call Type	The type of call, either Internal (intercom [IC]) or External.
Caller ID Name	The name provided by the network provider as being associated with the Caller ID.
Company Name	The company name of the matched contact.
Conference	The call was part of a conference.
Conference/Meeting Name	The conference or meeting name.
Conference/Meeting Number	The conference or meeting number.
Contact Name	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.
Contact Tag 1	The data from tag field 1 of the matching contact record for this call.
Contact Tag 10	The data from tag field 10 of the matching contact record for this call.
Contact Tag 2	The data from tag field 2 of the matching contact record for this call.
Contact Tag 3	The data from tag field 3 of the matching contact record for this call.
Contact Tag 4	The data from tag field 4 of the matching contact record for this call.
Contact Tag 5	The data from tag field 5 of the matching contact record for this call.
Contact Tag 6	The data from tag field 6 of the matching contact record for this call.
Contact Tag 7	The data from tag field 7 of the matching contact record for this call.
Contact Tag 8	The data from tag field 8 of the matching contact record for this call.
Contact Tag 9	The data from tag field 9 of the matching contact record for this call.
Country	The country for the Caller ID number.
CRM ID	The reference of the matched contact in an external CRM system.
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	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.
Document ID	Document ID.
Email	The email address of the matched contact.
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.
Hold Time	The total time this call segment spent on hold.
Interaction ID	The PBX Interaction ID.
Job Title	The job title of the matched contact.
Location	The location for the Caller ID number.
Matched	The call has one or more contact matches.
Media Server	The media server that handled the call on the PBX.
Number Type	The type (Local, National or International) for the Caller ID number.
Outgoing Caller ID	The telephone number presented on an outgoing call.
Outgoing Caller ID Name	The name presented on an outgoing call.
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 Slot	The parking slots the call or call segment has been parked at.
Parked Time	The total time this call segment spent parked.
PBX Type	The type of PBX the call was made on.
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.
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.
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.
SIP Call ID	The unique SIP Call ID for the call leg.
Start Time	The time the call or call segment started ringing.
State	The state/province for the Caller ID number (NANPA region only).
Talk Time	The duration this call segment was in the answered state.
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 Device Type	The type 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 Out	Indicates whether the call was transferred out to another device.
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 Device Type	The type 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 to Trunk	A call that includes both an incoming and outgoing trunks.
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.
Voicemail Box Name	The name of the voicemail box a message is stored.
Voicemail Box Number	The number of the voicemail box a message is stored.
Voicemail Message Creation Time	The date and time when the voicemail message was created.
Voicemail Message Deletion Time	The date and time when the voicemail message was deleted.
Voicemail Message Id	The voicemail message id.
Voicemail Message Length	The duration of the voicemail message.
Voicemail Message Save Time	The date and time when the voicemail message was saved.
Voicemail Message State	The current state of the voicemail message, New, Saved or Deleted.