You can refine the data statistics to be included in the report by selecting the following specific items:
- Columns
Under Aggregations in the Report Tool: you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Call
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Call type – All/Inbound/Outbound
- CLI – the Calling Line Identity number
For each service number, the following data and statistics are available for calls.
Note: Depending on the features that are licensed for your system, some of these columns may not be displayed.
| 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. |
Parent topic: Call-data statistics