Call Cost by Number

Call Cost by Number #

The table below shows which fields are available on the Call Cost by Number template.

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

Call Costs #

Field Name Description Default Field?
% Total Rate Cost The number of Total Rate Cost as a percentage of the Total Rate Cost for the report.
Avg Rate Cost The averaged rated cost of all externals calls that were rated.
Max Rate Cost The maximum rated cost of all externals calls that were rated.
Min Rate Cost The minimum rated cost of all externals calls that were rated.
Total Rate Cost The total rated cost of all externals calls that were rated.

Call Info #

Field Name Description Default Field?
Area Code The area code for the Caller ID number.
Caller ID Name The name provided by the network provider as being associated with the Caller ID.
Country The country for the Caller ID number.
Location The location for the Caller ID number.
Outside Number The telephone number associated with this call. This applies to external calls only.
State The state/province for the Caller ID number (NANPA region only).

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).

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 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 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).
Contact Matches The total number of calls that have one or more contact matches.
Incoming Answered The total number of incoming calls answered (external calls only).
Incoming Calls The total number of incoming 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 Unanswered Total number of Outgoing calls unanswered (external calls only).
Short Answered Calls Total number of Short Answered calls (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.
% 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 Unanswered The number of Incoming Unanswered calls as a percentage of All Calls.
% Matched Calls The number of Contact Matches 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 Unanswered The number of Outgoing Unanswered as a percentage of Outgoing 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.

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 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 Unanswered The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report.
% Total Matched Calls The number of Contact Matches as a percentage of the All Calls for 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 Unanswered The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered 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 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 Call Cost by Number 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.
Call Type The type of call, either Internal (intercom [IC]) or External.
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.
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.
Email The email address of the matched contact.
Hold Time The total time this call segment spent on hold.
Job Title The job title of the matched contact.
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.
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.
Rate Band The rate time band that this was was matched to.
Rate Cost The rated cost of this call or call segment.
Rate Name The name of the rate that this was was matched to.
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.
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.