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: None
For each scheduled call, the following data and statistics are available.
Note: Depending on the features that are licensed for your system, some of these columns may not be displayed.
| 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. |
Parent topic: Call-data statistics