The Horizon Contact infrastructure is migrating into cloud infrastructure operated by AWS.

AWS migration guide

Calls Report

The Calls Report looks at data for calls and provide statistics about the call time, classifications and activity during the call.

Report Customisation Options #

Customisation	Options
Columns	Each of the statistics listed below can be added or removed from the report by managing the columns to include.
Aggregations	The following aggregations can be used to cluster data together: By Call
Advanced	The following advanced settings can be applied: Call Type: All/Inbound/Outbound Service Numbers: Select an individual or a selection of Service Numbers. CLI: the Calling Line Identity number

Report Output #

For each service number, the following data and statistics are available for calls.

Statistic	Description
Call start date	The date on which the call started.
Call start time	The time that the caller was connected.
Call end date	The date on which the call ended.
Call end time	The time that the caller was disconnected.
Call type	Inbound or outbound.
Contact number	The caller’s phone number. If the caller withheld their CLI, and the CLI filter is applied, the relevant contact number is not included in the report. If the caller withheld their CLI, and the CLI filter is not applied, the relevant contact number is included in the report but is shown as “Anonymous”. If the Mask user CLI numbers in agent statistics feature has been set for your company by an administrator, the last three digits of all calling numbers are shown as asterisks.
Queue	The queue in which the call was held.
Agent	The agent who handled the call.
Call classification	The classification assigned to the call.
Call 2nd classification	Extra information about the classification assigned to the call.
Call length	The total time (in seconds) that the caller spent connected to an agent. This does not include the time spent waiting in the queue.
Call pre-queue time	The total time (in seconds) that the caller spent waiting for their call to be answered (the ringing time). This includes the time spent selecting DTMF options, but not time spent in a queue.
Call queue time	The total time (in seconds) that the caller spent waiting in a queue.
Call talk time	The total time (in seconds) that the caller spent talking to an agent. This time does not include the time spent waiting in a queue.
Call hold time	The total time (in seconds) that the caller spent on hold.
Call wrapup time	The total time (in seconds) that the agent spent wrapping up the call.
Call ender	The party that ended the call. One of: Agent – the agent hung up Contact – the caller or the called party hung up Call Flow – the Contact ended the call, because a configured limit, such as the Maximum Wait Time setting for a queue, was reached.
Call ID	A call identifier.
Call Destinations	All of the destination numbers that were tried when outdialling to multiple numbers, regardless of whether or not a connection was made to them. The individual destination numbers are each separated by a comma. If an outdial was unsuccessful, the failure reason is shown after the destination number.
Call answer time	The time that the called party answered the call.
Answer time	The ringing time for the call. This is the number of milliseconds between the Call start time and when the call was answered.
Release cause	The reason why the call ended.
	Click to view the trace details for this call.

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