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 Unreturned Missed Call
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Minimum Queue Wait Time – Only statistics for calls that were queued for at least this number of seconds are included in the report
- Service numbers – Inbound calls only.
Note: Unreturned missed calls includes dropped calls (callers who hung up while waiting to be connected) that have not yet been called back. The statistics do not include dropped calls where a call from the same number has been connected since the dropped call or where there has been a successful call to the number since the dropped call. However, all calls must be on the same day.
The following statistics are available.Note: Depending on the features that are licensed for your system, some of these columns may not be displayed.
| Statistic | Description |
|---|---|
| Date | The date when the call arrived. |
| Time | The time that the call arrived. |
| Service number | The number that was called. |
| Service number name | The service that was called. |
| First queue | The first queue in which the call was held. |
| Wait time | The total time (in seconds) that the caller waited before hanging up (pre-queue time + queue time). |
Parent topic: Call-data report statistics