You can refine the data statistics to be included in the report by selecting the following specific items:
- External destination
- 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 External Destination
- By Month
- By Week
- By Day
- By Hour
- By Half Hour
- By Quarter Hour
Configurables in the Report Tool:
- Minimum call length (seconds) – Only statistics for calls that lasted at least this number of seconds are included in the report
Filters in the Report Tool:
- Service numbers
The following statistics are available.
| 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. |
Parent topic: Call-data statistics