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

AWS migration guide

External Destination Report

The External Destination Report looks at how calls to external destinations were handled and activity during the call.

Report Customisation Options #

Customisation	Options
Data source	Select an individual or a selection of External Destinations.
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 External Destination By Month, By Week, By Day, By Hour, By Half Hour, By Quarter Hour
Advanced	The following advanced settings can be applied: Minimum call length (seconds): Only statistics for calls that lasted at least this number of seconds are included in the report
Filters	The following filters can be applied to the report: Service Numbers

Report Output #

Statistic	Description
Dial attempts	The total number of call attempts made to the external destination. This comprises the call counts for connected calls and unsuccessful calls, and includes calls that were routed to the external destination, but were not accepted by it, because all agents were busy, the callers hung up, timeouts set against the external destination were reached, etc.
Connected calls	The total number of calls that were connected to the external destination (either an agent or another connected endpoint, such as an external contact centre or voicemail).
Unsuccessful calls	The total number of call attempts to the external destination that were not connected successfully.
Busy calls	The number of call attempts to the external destination that were not accepted because the external destination was busy.
Contact hangups	The number of call attempts to the external destination that were not accepted because the caller hung up.
Calls not answered in time	The number of call attempts to the external destination that were not answered because the maximum ringing time was reached.
Calls failed other	The number of call attempts that could not be put through to the external destination for other reasons, such as connectivity failure.
Availability	The total percentage of calls that were connected to the external destination.
Total call length	The total call length (in minutes), measured from the time each call entered the call flow for this external destination.
Average call length	The average call length (in seconds), measured from the time each call entered the call flow for this external destination.
Average user response time	The average time (in seconds) that calls took to connect to the external destination, measured from the time when the external destination was dialled (the call was assigned to the external destination) to the time when each call was answered.
Total talk time	The total time (in minutes) that callers spent talking to this external destination. This time does not include the time spent waiting in a queue.
Average talk time	The average time (in minutes) that callers spent talking to this external destination. This time does not include the time spent waiting in a queue.

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