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 in | Total 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 ring | Maximum 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 in | Total 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 in | Average 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 in | Maximum 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 queue | Total 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 queue | Average 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 queue | Maximum 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 external | Total 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 external | Average 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 external | Maximum 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 internal | Total 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 internal | Average 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 queue | Total time user phone ringing for inbound non-queue internal calls. |
Average ring time in internal non queue | Average 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 queue | Maximum 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 abandoned | Total inbound calls abandoned before agent answered. |
Calls in abandoned queue | Total inbound queue calls abandoned before agent answered. |
Calls in abandoned non queue | Total inbound non-queue calls abandoned before agent answered. |
Calls in abandoned percent | Percentage inbound calls counted as abandoned. |
Calls in abandoned percent queue | Percentage inbound queue calls counted as abandoned. |
Calls in abandoned percent non queue | Percentage inbound non-queue calls counted as abandoned. |
Queue name | Name of the queue. |
Queue ID | ID 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 hour | Average 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. |