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ACD Track Call Summary Report
The ACD Track Call Summary Report provides a summary of data for each queue in the account. The report will also show the totals for each column across all queues.
Gate: The number and name of the queue displayed in that row.
Calls: The total number of calls in to this queue for the time period selected.
Conns: The number of calls that were successfully connected to agents.
After Hrs: The number of calls sent to the after hours queue event.
No Ans: The number of calls sent to this queue which were not answered.
Abandon: The number of calls that were abandoned by the caller while attempting to route to an agent.
Minutes: The number of minutes used by calls to this queue.
% of Total: The percent of calls in the account for each queue.
ACD Tracking Unique Callers Report
The ACD Tracking Unique Callers Report is similar to ACD Tracking Call Detail Report but in this report, calls from the same ANI are grouped into one row.
Start Date: Enter specific start date to report.
End Date: Enter specific end date to report.
Gate: Select a specific inbound queue.
[…] button with ellipses: Click this to select multiple inbound queues to display on report.
Group By: Inbound queue or DNIS.
Caller: Phone number of the caller.
Cell: Indicates whether or not the call came from a cell phone.
Location: The location of the phone number, based on the area code NPA-NXX (area code) data.
Total Calls: Number of calls received from this caller.
Dur(m): Duration of calls from this caller in minutes.
Xfer(m): Duration of time that the calls from this caller were transferred to another destination, in minutes.
Gate Statistic Report
The Gate Statistic Report report provides a summary of information for all inbound queues you selected to report on. The report also provides details for each specific inbound queue. This report details by date and then summarizes totals for each grouping.
Date: Date reporting.
Presented: Count of calls sent to an inbound queue.
Accepted: Count of calls answered.
Abandoned: Count of calls where the caller hung up while waiting in queue.
Short Abandons: Count of calls where the caller hung up while waiting in queue and before the “Short Abandon Time” set on the queue.
Deflected: Number of calls disconnected by the system before reaching an agent.
Avg Queue: Average time callers spend in queue.
Total Queue: Total time callers spent in queue.
Avg Abandon: Average time that callers are hanging up while waiting in queue.
Avg Answer: Average time calls are being answered when the call hits queue.
Avg Talk: Average time agents are on calls.
Total Talk: Total time agents are on calls.
Service Level: The percent of calls that are within the service level agreement (SLA).
Hourly Inbound Statistics
The Hourly Inbound Statistics report provides an overview of all inbound queues included in the report, with each individual inbound queue broken down in subsequent sections.
Time Block: The time span this row applies to.
Pres.: The number of presented calls.
Accept: The number of calls accepted.
Short Aban.: The number of calls abandoned in less than the short abandon time set in the queue settings.
Long Aban.: The number of calls abandoned in more than the long abandon time set in the queue settings.
Avg Aban.: Average time of all abandoned calls.
Aban. Rate: Percentage of calls which were abandoned before reaching an agent.
Deflected: Number of calls disconnected by the system before reaching an agent.
Longest In Q: Duration in seconds of the longest time a call spent in queue.
Avg Q Time: Average time spent in queue across all calls.
Avg Talk Time: Average time spent connected to an agent across all calls.
Avg Call Time: Average time of the total call (queue and talk time) across all calls.
Inbound Abandon Report
The Inbound Abandon Report includes data on inbound abandoned calls for all queues selected, as well as a breakdown by individual queues and data for each date included in the report.
Date: Date for the data in the row.
Presented: Total calls presented to this queue for the given date.
Accepted: Number of calls successfully accepted for the given date.
Abandoned: Number of calls abandoned for the given date.
<x: Number of calls abandoned in seconds (where x is the number of seconds for the column. Each column is a ten second span, thus calls abandoned in the <40 column will be calls abandoned after more than 30, but less than 40 seconds.
AVG SOA: Average speed of answer.
Agent Disconnects: Total number of caller hang ups and system drops.
Inbound Call Detail Download
The Inbound Call Detail Download report provides data for each call taken for the dates and queues specified, as well as more detailed columnar information for each.
Gate_id: The number of the queue where the call was taken.
Gate_name: The name of the queue 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.
DNIS Description: Description (if provided) of the DNIS.
DNIS Media Code: Media code assigned to this DNIS (if provided).
Originating DNIS: Original number dialed by the caller if the call has been transferred to another DNIS.
Enqueue_time: The date/time stamp when the call was presented to the inbound queue.
Dequeue_time: The date/time stamp when the call left the queue for final routing to agent/other.
Queue_time: Time in seconds that the call was in queue before routing to the destination. Please note Inbound callbacks may have a long queue time since this parameter measures the whole time duration between initial request and returned call.
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.
Agent_disposition: Disposition assigned by the agent after the call.
Inbound_duration: The total length of the call.
Inbound_term_party: Which side disconnected the caller’s leg of the call.
Inbound_term_reason: The reason the caller’s leg of the call was disconnected.
Agent_duration: The duration of the call for the agent.
Agent_term_party: Which side disconnected the agent’s leg of the call.
Agent_term_reason: The reason the agent’s leg of the call was disconnected.
Agent_id: The ID number of the agent who took the call.
Agent_fname: First name of the agent who took the call.
Agent_lname: Last name of the agent who took the call.
Agent_username: Username of the agent who took the call.
Agent_externid: External ID of the agent who took the call (if assigned).
Agent_phone: Phone number, SIP address, or UII (for offhook sessions) of the agent who took the call.
Recording_URL: Address to access the recording of the call.
Agent_notes: Any notes entered for the call by the agent.
Callback_requested: ‘Yes’ or ‘no’ if the original inbound call requested a callback via the ACD Queue Callback feature.
Is_callback: Indicates whether this call originated as a callback from the ACD Queue Callback feature.
Callback_UII: The UII of original call, if this is a callback from the ACD Queue Callback feature.
Callback_result: Result of the outbound call made to return a callback from the ACD Queue Callback feature.
Dial_type: Originating dial type of the call.
Sec_on_hold: The amount of time (in seconds) the call was placed on hold by the agent.
Agent_wrap_time: The amount of time the agent spends pending disposition after a call.
Agent_wait_time: The amount of time the agent spent waiting to be connected to the call.
Billing_code: The billing code associated with the agent.
Agent_group_id: The ID for the agent group.
Agent_group_name: The name of the agent group.
Inbound Overview Report
The Inbound Overview Report provides an overview of inbound calls for the account, as well as a breakdown for any selected queues.
Total Presented: Total number of inbound calls.
Total Accepted: Number of calls accepted.
Total Abandoned: Number of calls in which the caller hung up before routing to an agent.
Total Deflected: Number of calls disconnected by the system before reaching an agent.
Total Short Abandons: Number of calls abandoned before the Short Abandon Time set in the queue settings.
Total Long Abandons: Number of calls abandoned after the Long Abandon Time set in the queue settings.
Total Talk Time: Seconds of talk time for all calls.
Total Wrap Time: Amount of time spent pending disposition after calls.
Avg SOA: Average speed of answer for connected calls.
Avg ABA: Average time abandoned calls spent in queue before abandoning.
Avg Talk: Average talk time for connected calls.
Avg Queue Time: Average time calls spent in queue.
Avg Wrap Time: Average time per call agents spent pending disposition.
SLA: Percentage of calls answered within the bounds of the SLA set in the queue.
Breakdown By Agent Disposition: Breaks down the number and percentage of calls for each agent disposition on the inbound queue.