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Barracuda Phone System

Field Definitions

  • Last updated on

The following is a list of all fields used in Statistical Reports.

Time metrics are reported in seconds.

 

Date

The date period.

Group name

The name of the group.

Calls out

Total calls placed by the user.

Calls out external

Total external party calls placed by the user.

Calls out internal

Total internal party calls placed by the user.

Calls in

Total calls sent to the queue. Does not include transfers, unless attended.

Calls transferred inTotal calls transferred in to this queue, regardless of transfer method.

Calls in non-queue

Total non-queue calls sent to the user.

Calls in external

Total external party calls sent to the user.

Calls in internal

Total internal party calls sent to the user.

Calls missed

Total inbound calls user neither answered nor rejected.

Calls missed queue

Total inbound queue calls user neither answered nor rejected.

Calls missed non-queue

Total inbound non-queue calls user neither answered nor rejected.

Missed percent

Percentage of inbound calls missed.

Missed percent queue

Percentage of inbound queue calls missed.

Missed percent non-queue

Percentage of inbound non-queue calls missed.

Calls rejected

Total inbound calls user rejected.

Calls rejected queue

Total inbound queue calls user rejected.

Calls rejected non-queue

Total inbound non-queue calls user rejected.

Rejected percent

Percentage of inbound calls rejected.

Rejected percent queue

Percentage of inbound queue calls rejected.

Rejected percent non-queue

Percentage of inbound non-queue calls rejected.

Calls answered

Total inbound calls user answered.

Calls answered elsewhere

Total inbound calls answered for the user by another party.

Calls answered queue

Total inbound queue calls user answered.

Calls answered non-queue

Total inbound non-queue calls user answered.

Calls answered inbound external

Total inbound external calls user answered.

Calls answered inbound internal

Total inbound internal calls user answered.

Calls answered inbound internal non-queue

Total inbound non-queue internal calls user answered.

Calls slow answered

Total inbound calls user answered slowly.

Calls slow answered queue

Total inbound queue calls user answered slowly.

Calls slow answered non-queue

Total inbound non-queue calls, user answered slowly.

Answered percent

Percentage of inbound calls answered.

Answered percent queue

Percentage of inbound queue calls answered.

Answered percent non-queue

Percentage of inbound non-queue calls answered.

Calls transfered

Total calls user transferred to another party.

Calls to voicemail

Total times user dialed voicemail.

Calls out answered

Total outbound calls user answered. Not accurate for calls using an analog port.

Calls out answered external

Total user external outbound calls answered.

Calls out answered internal

Total user internal outbound calls answered.

Total calls

Total user inbound calls plus total user outbound calls.

Total calls non queue

Total non-queue related inbound calls.

Total calls queue

Total queue inbound calls to a user.

Voicemail time

Total time user connected to voicemail.

Total phone time

Total time user engaged in calls.

Total ring time

Total time all calls sent to the queue spent ringing before agent answered.

Total hold time

Total time all calls sent to the queue spent on hold after agent answered.

Total talk time

Total time all calls sent to the queue spent in an active state after agent answered.

Average ring time

Average time all calls sent to queue spent ringing before agent answered or call abandoned.

Average hold time

Average time all answered calls sent to queue on hold after agent answered.

Average talk time

Average time all answered calls sent to queue spent in active state after agent answered.

Max ring time

Maximum time any single call spent ringing before agent answered or call abandoned.

Max hold time

Maximum time any single call spent on hold after agent answered.

Max talk time

Maximum time any single call spent in an active state after agent answered.

Max wait time before ringMaximum time any single call spent waiting in queue before queue began ringing an agent.

Total phone time non queue

Total time user on non-queue inbound calls, combined with outbound calls.

Total ring time non queue

Total time user phone ringing with non-queue calls.

Total hold time non queue

Total time user phone on hold with non-queue calls.

Total talk time non queue

Total time user phone active with non-queue calls.

Average ring time non queue

Average time user phone ringing per non-queue call.

Average hold time non queue

Average time user phone on hold per non-queue call.

Average talk time non queue

Average time user phone active per non-queue call.

Max ring time non queue

Maximum time user phone ringing for all non-queue calls.

Max hold time non queue

Maximum time user phone on hold, for all non-queue calls.

Max talk time non queue

Maximum time user phone active, for all non-queue calls.

Total phone time queue

Total time the user engaged in inbound queue calls.

Total ring time queue

Total time user phone ringing, for queue calls.

Total hold time queue

Total time user phone on hold, for queue calls.

Total talk time queue

Total time user phone active, for queue calls.

Average ring time queue

Average time user phone ringing, for queue calls.

Average hold time queue

Average time user phone on hold, for queue calls.

Average talk time queue

Average time user phone active, for queue calls.

Max ring time queue

Maximum time user phone ringing, for queue calls.

Max hold time queue

Maximum time user phone on hold, for queue calls.

Max talk time queue

Maximum time user phone active for queue calls.

Total phone time in

Total time user engaged in inbound calls.

Total ring time inTotal time user phone ringing, for internal calls.

Total hold time in

Total time user phone on hold, for inbound calls.

Total talk time in

Total time user phone active, for inbound calls.

Average ring time inAverage time user phone ringing, for inbound calls.

Average hold time in

Average time user phone on hold, for inbound calls.

Average talk time in

Average time user phone active, for inbound calls.

Max ring time inMaximum time user phone ringing, for inbound calls.

Max hold time in

Maximum time user phone on hold, for inbound calls.

Max talk time in

Maximum time user phone active, for inbound calls.

Total phone time in non queue

Total time the user engaged in non-queue inbound calls.

Total ring time in non queueTotal time user phone ringing for non-queue inbound calls.

Total hold time in non queue

Total time user phone on hold for non-queue inbound calls.

Total talk time in non queue

Total time user phone active for non-queue inbound calls.

Average ring time in non queueAverage time per call user phone ringing for non-queue inbound calls.

Average hold time in non queue

Average time per call user phone on hold for non-queue inbound calls.

Average talk time in non queue

Average time per call user phone active for non-queue inbound calls.

Max ring time in non queueMaximum time user phone ringing for all non-queue inbound calls.

Max hold time in non queue

Maximum time user phone on hold for all non-queue inbound calls.

Max talk time in non queue

Maximum time user phone active for all non-queue inbound calls.

Total phone time in external

Total time the user engaged in external inbound calls.

Total ring time in externalTotal time user phone ringing for external inbound calls.

Total hold time in external

Total time user phone on hold for external inbound calls.

Total talk time in external

Total time user phone active for external inbound calls.

Average ring time in externalAverage time per call user phone ringing for external inbound calls.

Average hold time in external

Average time per call user phone on hold for external inbound calls.

Average talk time in external

Average time per call user phone active for external inbound calls.

Max ring time in externalMaximum time user phone ringing for all external inbound calls.

Max hold time in external

Maximum time user phone on hold for all external inbound calls.

Max talk time in external

Maximum time user phone active for all external inbound calls.

Total phone time in internal

Total time the user engaged in inbound internal calls.

Total ring time in internalTotal time user phone ringing for inbound internal calls.

Total hold time in internal

Total time user phone on hold for inbound internal calls.

Total talk time in internal

Total time user phone active for inbound internal calls.

Average ring time in internalAverage time per call user phone ringing for inbound internal calls.

Average hold time in internal

Average time per call user phone on hold for inbound internal calls.

Average talk time in internal

Average time per call user phone active for inbound internal calls.

Max hold time in internal

Maximum time user phone on hold for all inbound internal calls.

Max talk time in internal

Maximum time user phone active for all inbound internal calls.

Total phone time in internal non queue

Total time the user engaged in inbound non-queue internal calls.

Total hold time in internal non queue

Total time user phone on hold for inbound non-queue internal calls.

Total talk time in internal non queue

Total time user phone active for inbound non-queue internal calls.

Total ring time in internal non queueTotal time user phone ringing for inbound non-queue internal calls.
Average ring time in internal non queueAverage time per call phone ringing for inbound non-queue internal calls.

Average hold time in internal non queue

Average time per call user phone on hold for inbound non-queue internal calls.

Average talk time in internal non queue

Average time per call user phone active for inbound non-queue internal calls.

Max ring time in internal non queueMaximum time user phone ringing for inbound non-queue internal calls.

Max hold time in internal non queue

Maximum time user phone on hold for all inbound non-queue internal calls.

Max talk time in internal non queue

Maximum time user phone active for all inbound non-queue internal calls.

Total phone time out

Total time user engaged in outbound calls.

Total ring time out

Total time user phone ringing for outbound calls.

Total hold time out

Total time user phone on hold for outbound calls.

Total talk time out

Total time user phone active for outbound calls.

Average ring time out

Average time user phone ringing for outbound calls.

Average hold time out

Average time user phone on hold for outbound calls.

Average talk time out

Average time user phone active for outbound calls.

Max ring time out

Maximum time user phone ringing for outbound calls.

Max hold time out

Maximum time user phone on hold for outbound calls.

Max talk time out

Maximum time user phone active for outbound calls.

Total phone time out external

Total time user engaged in external party outbound calls.

Total ring time out external

Total time user phone ringing for external party outbound calls.

Total hold time out external

Total time user phone on hold for external party outbound calls.

Total talk time out external

Total time user phone active for external party outbound calls.

Average ring time out external

Average time user phone ringing for external party outbound calls.

Average hold time out external

Average time user phone on hold for external party outbound calls.

Average talk time out external

Average time user phone active for external party outbound calls.

Max ring time out external

Maximum time user phone ringing for external party outbound calls.

Max hold time out external

Maximum time user phone on hold for external party outbound calls.

Max talk time out external

Maximum time user phone active for external party outbound calls.

Total phone time out internal

Total time user engaged in internal party outbound calls.

Total ring time out internal

Total time user phone ringing for internal party outbound calls.

Total hold time out internal

Total time user phone on hold for internal party outbound calls.

Total talk time out internal

Total time user phone active for internal party outbound calls.

Average ring time out internal

Average time user phone ringing for internal party outbound calls.

Average hold time out internal

Average time user phone on hold for internal party outbound calls.

Average talk time out internal

Average time user phone active for internal party outbound calls.

Max ring time out internal

Maximum time user phone ringing for internal party outbound calls.

Max hold time out internal

Maximum time user phone on hold for internal party outbound calls.

Max talk time out internal

Maximum time user phone active for internal party outbound calls.

Calls in abandonedTotal inbound calls abandoned before agent answered.
Calls in abandoned queueTotal inbound queue calls abandoned before agent answered.
Calls in abandoned non queueTotal inbound non-queue calls abandoned before agent answered.
Calls in abandoned percentPercentage inbound calls counted as abandoned.
Calls in abandoned percent queuePercentage inbound queue calls counted as abandoned.
Calls in abandoned percent non queuePercentage inbound non-queue calls counted as abandoned.

Queue name

Name of the queue.

Queue IDID of the queue.

Calls abandoned

Total calls abandoned before agent answered.

Calls agent missed

Total calls sent to agents not answered or rejected by the target agent.

Calls agent rejected

Total calls sent to agents and rejected by the target agent.

Calls per hourAverage number of calls sent to the queue per hour.

Abandoned percent

Percentage of calls sent to queue abandoned before agent answered.

Total wait time

Total time all calls sent to queue waited before agent answered.

Total wait time no ring

Total time all calls sent to queue waited before queue attempted to ring agent.

Total time abandoned

Total time all abandoned calls waited in queue before call abandoned.

Average wait time

Average time all calls sent to queue waited before agent answered or call abandoned.

Average wait time before ring agent

Average time all calls sent to queue waited before queue began ringing an agent.

Average time to abandoned

Average time all abandoned calls waited in queue before abandoned.

Max wait time

Maximum time any single call waited in queue before agent answered.

Max wait time before ring

Maximum time any call waited in queue before ringing an agent.

Max time to abandoned

Maximum time any single call waited in queue before call abandoned.

User name

The first and last name of the user.

Last updated on