Engage Voice | Scheduled Reports: Cloud reports

Table of contents

Notice

Scheduled Reports is discontinued for customers onboarded after October 18, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.

Call Detail Download

The Call Detail Download report provides details for every cloud routing call based on the selections made prior to running the report.
  • Cloud_profile_id: The number of the cloud profile where the call was taken.
  • Profile_name: The name of the cloud profile where the call was taken.
  • UII: The unique identifier for the call.
  • ANI: The number of the caller.
  • DNIS: The number the caller dialed to reach the queue.
  • Outbound_externid: The caller ID used to send a call to an external call center.
  • Media_isci: Custom field for transfering DNIS data.
  • Media_network: Custom field for transfering DNIS data.
  • Media_market: Custom field for transfering DNIS data.
  • Media_code: Custom field for transfering DNIS data.
  • Media_format: Custom field for transfering DNIS data.
  • Media_version: Custom field for transfering DNIS data.
  • Media_length: Custom field for transfering DNIS data.
  • Enqueue_time: The date/time stamp when the call was presented to the queue.
  • Dequeue_time: The date/time stamp when the call left the queue for the queue for final routing to agent/other.
  • Queue_time: Time in seconds that the call was in queue before routing to the destination.
  • Call_state: State of the call at the time the report was run.
  • Dequeue_attempts: Number of times the call attempted to dequeue before succeeding to final destination.
  • Call_result: The final result of the call.
  • Inbound_duration: The total length of the call.
  • Recording_URL: Address to access the recording of the call.
  • Connected_id: The ID of the cloud destination where the call was routed.
  • Connected_name: The name of the cloud destination where the call was routed.
  • Connected_route: The phone number or address of the cloud destination where the call was routed.
  • Connected_duration: The total length of the call minus queue time.

Cloud Destination Metrics by Half Hour Report

The Cloud Destination Metrics by Half Hour report provides details for cloud destinations based on the selections made prior to running the report.
  • Profile Name: The name of the cloud profile where the call was taken.
  • Presented: Number of calls presented to the DNIS.
  • Accepted: Number of calls answered.
  • Busy: Number of calls returned as busy.
  • No Answer: Number of calls not answered.
  • Abandoned: Number of calls disconnected by the caller before being answered.
  • Short Calls: Number of calls less than the duration defined in the Cloud Profile.
  • Long Calls: Number of calls greater than the duration defined in the Cloud Profile.
  • SLA: The percentage of number of calls accepted, calculated as total number of calls Accepted divided by total number of calls Presented.
  • % Abandon: Percentage of presented calls that were abandoned.
  • Avg Q: Average length of time calls spent in queue.
  • Total Q: Total time all calls spent in queue.
  • Avg Aba: Average length of abandoned calls.
  • Longest Aba: Duration of longest abandoned call.

Cloud DNIS to DID Routing Report

This report details the possible DIDs a single DNIS may be routed to, taking into consideration overrides. Additional column headers may be included in this report depending on the profiles specified when the report was run, and will delineate the routing rules for this DNIS, considering DNIS overrides and Cloud configuration.
 
When you run this report on a single profile, the column headers will reflect the name of the destinations. When you run this report for all profiles, the column headers will reflect generic destination headers (such as Dest 1 DID, Dest 2 DID, and so on).
  • DNIS: The DNIS for the routing in this row.
  • Cloud Profile ID: The ID number of the Cloud Profile where this DNIS is assigned.
  • Cloud Profile Name: The name of the Cloud Profile where this DNIS is assigned.

Cloud Profile Metrics By Day Report

The Cloud Profile Metrics By Day Report produces an overview of metrics for selected cloud profiles broken down by specific time span.
  • Date: Date for metrics in the row.
  • Day: Day for metrics in the row.
  • DNIS: Phone number that received the call.
  • Description: Description of the DNIS that received the call.
  • Presented: Number of calls presented to the DNIS for the applicable day.
  • Accepted: Number of calls answered.
  • Abandoned: Number of calls disconnected by the caller before being answered.
  • Short Calls: Number of calls less than the duration defined in the Cloud Profile.
  • Long Calls: Number of calls greater than the duration defined in the Cloud Profile.
  • SLA: The percentage of number of calls accepted, calculated as total number of calls Accepted divided by total number of calls Presented.
  • % Abandon: Percentage of presented calls that were abandoned.
  • Avg Q: Average length of time calls spent in queue.
  • Total Q: Total time all calls spent in queue.
  • Avg TT: Average talk time for connected calls.
  • Total TT: Total talk time of all connected calls.
  • Avg Handle Time: The amount of time that the call was with the destination, calculated as total call handle time divided by total number of calls accepted.
  • Avg Aba: Average length of abandoned calls.
  • Longest Aba: Duration of longest abandoned call.

Cloud Profile Metrics By Half Hour Report

The Cloud Profile Metrics By Half Hour Report produces an overview of metrics for selected cloud profiles broken down by specific time span.
  • DNIS: Phone number that received the call.
  • Description: Description of the DNIS that received the call.
  • Profile: Cloud Profile that received the call.
  • Time Block: Timespan for the given row beginning at time shown and extending for the following half-hour.
  • Presented: Number of calls presented to the DNIS for the applicable day.
  • Accepted: Number of calls answered.
  • Abandoned: Number of calls disconnected by the caller before being answered.
  • Short Calls: Number of calls less than the duration defined in the Cloud Profile.
  • SLA: The percentage of number of calls accepted, calculated as total number of calls Accepted divided by total number of calls Presented.
  • % Abandon: Percent of presented calls that were abandoned.
  • Avg Queue: Average length of time calls spent in queue.
  • Total Queue: Total time all calls spent in queue.

Rollup: Calls by Hour

The Rollup: Calls by Hour report provides numerical counts of different call types, grouped by the Group By settings chosen when running the report.
  • Profile/Destination: Displays the Profile or Destination ID number and name, depending on Group By setting chosen when running the report.
  • Type
    • Presented: The number of calls that were sent to the queue.
    • Accepted: The number of calls that were answered.
    • Abandoned: The number of calls where the caller hung up while waiting in queue.
    • Deflected: The number of calls disconnected before beginning to route to an agent.

Rollup: Destination Calls by Weeks

The Rollup: Destination Calls by Weeks report provides numerical counts of different call types, grouped by destination and the starting day for the week. 

Unique Callers Report

The Unique Callers Report provides a list of unique callers, grouped by the Group By settings chosen when running the report.
  • Profile/Destination: Displays the Profile or Destination ID number and name, depending on Group By setting chosen when running the report.
  • Caller: ANI or phone number of the caller.
  • Cell: Indicates whether or not the call came from a cell phone. 
  • Location: Location of the call’s origination based on area code.
  • Total Calls: Amount of calls of the caller.
  • Duration: Duration of the call in minutes.
  • Xfer: Duration of the transfer in minutes.
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