Top Dialed Numbers #

The table below shows which fields are available on the Top Dialed Numbers 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?
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.
Matched	The call has one or more contact matches.
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 (Average) #

Field Name	Description	Default Field?
Avg Hold Time Out	The average hold duration for all outgoing calls (external calls only).
Avg Outgoing Call Duration	The average call duration for all outgoing calls (external calls only).
Avg Parked Time Out	The average parked duration for all outgoing calls (external calls only).
Avg Ring Time Out	The average amount of ring time on outgoing 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 Hold Time Out	The longest an outgoing call was on hold (external calls only).
Longest Outgoing Call Duration	The longest duration for a single outgoing call (external calls only).
Longest Parked Time Out	The longest an outgoing call was parked (external calls only).
Longest Ring Time Out	The longest any outgoing call was ringing (external calls only).
Longest Talk Time Out	The longest time a single outgoing call spent in the connected state (external calls only).
Shortest Hold Time Out	The shortest hold time for a single outgoing call (external calls only).
Shortest Outgoing Call Duration	The shortest duration for a single outgoing call (external calls only).
Shortest Parked Time Out	The shortest parked time for a single outgoing call (external calls only).
Shortest Ring Time Out	The shortest ring time for a single outgoing call (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 Hold Time Out	The total outgoing call time on hold (external calls only).
Total Outgoing Call Duration	The cumulative Call Duration for all outgoing calls (external calls only).
Total Parked Time Out	The total outgoing call time parked (external calls only).
Total Ring Time Out	Total time that outgoing calls were Ringing (external calls only).	✔
Total Talk Time Out	Total outgoing talk time (external calls only).	✔

Call Totals #

Field Name	Description	Default Field?
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).

Call Totals (%) #

Field Name	Description	Default Field?
% 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.

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.

Report's Call Totals (%) #

Field Name	Description	Default Field?
% 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.

Filter Fields #

This section outlines which filter fields can be used on the Top Dialed Numbers template.

Field Name	Description
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 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.
Has Been Rated	The call has been rated.
Hold Time	The total time this call segment spent on hold.
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.
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.
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.