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

AWS migration guide

Scheduled Calls Report

The Scheduled Calls Report looks at data for scheduled 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

Report Output #

For each scheduled call, the following data and statistics are available.

Statistic	Description
Call slot name	The name of the call slot.
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.
Contact number	The caller’s phone number. If the caller withheld their CLI, a number of digits may be missing from the end of the calling number or shown as asterisks. 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 length	The total duration of the call (in seconds), measured from when the caller dialled the service number to when they finished talking to the agent. (Call length = Call pre-queue time + Call queue time + Call talk time + Call hold time.) Note: The Call wrapup time is not included.
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 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.

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