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Report Tool Field Glossary

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Table : Report Tool Field Glossary

Field Name

Description

10 Minute

The field returns the 10 minute block of time during which a call came in. Possible values are HH:00, 10, 20, 30, 40, 50.

15 Minute

This field returns the 15 minute block of time during which a call came in. Possible values are HH:00, 15, 30, 45.

5 Minute

The field returns the 5 minute block of time during which a call came in. Possible values are HH:00, 05, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55.

Abandon

Total number of calls where the call terminated before the caller reached an agent.

Abandon %

Total number of calls as a percentage of all calls where the call terminated before the caller reached an agent.

Account Status

Status of user account

Address

agent's mailing address

AF (supervisor)

Name of agent's AF or Supervisor

After Call Work Time

Total time agents spent on call-related tasks after the caller disconnected

Agent

The Username of the agent who took the call

Agent 2

The Username of the second agent involved with the call

Agent 2 ID

ID of the second Agent involved with the call.

Agent Arrival Length

Total time agents spent in Arrival when connecting to another agent

Agent Consult Count

Number of times agents consulted with other agents (caller on hold)

Agent Consult Time

Total time agents spent consulting with other agents (caller on hold)

Agent Count

Total number of agents involved with the call

Agent Country

The country for the agent, based on the agent's phone number.

Agent Country Code

The country code for the agent, based on the agent's phone number.

Agent Full Name

The full name of the agent who took the call

Agent Hold Count

Total number of times an agent was put on hold

Agent Hold Length

Total time agents spent on hold

Agent ID

ID of the Agent who took the call.

Agent Name

The display name of the agent who took the call

Agent Phone Number

Agent's telephone number

Agent Phone Type

The agent's phone type: Landline, Mobile, No Agent, or Unknown

Agent Presence State

Primary agent state, e.g., OFFLINE, NOTREADY, BUSY, IDLE, OFFERED

Agent Queue Length

Total time agents spent in queue waiting for another agent

Agent Start Time

Time at which an agent was first engaged for the call

Agent Telephony Time

Total telephony time for connections to agents. This is the sum of Ring and Agent time.

Agent Telephony Time (30s min.)

Total telephony time for connections to agents, with a 30 second minimum. This is the sum of Ring and Agent time.

Agent Telephony Time (Canada, 30s min.)

Total telephony time for connections to agents in Canada, with a 30 second minimum per call. This is the sum of Ring and Agent time.

Agent Telephony Time (Canada)

Total telephony time for connections to agents in Canada. This is the sum of Ring and Agent time.

Agent Telephony Time (w/o Canada, 30s min.)

Total telephony time for connections to agents, excluding Canada, with a 30 second minimum. This is the sum of Ring and Agent time.

Agent Telephony Time (w/o Canada)

Total telephony time for connections to agents, excluding Canada. This is the sum of Ring and Agent time.

Agent Time

Total time agents spent off hook for this call. (Includes Last Leg Length but not Wrap-Up Time.)

All Calls

Total number of calls dialed (allcalls = calls+ivr+chup).

All Segments

Total number of call segments

All Segments

Total number of call segments

Announcement Abandon (10 sec.)

Calls abandoned during an announcement or within 10 seconds of an announcement ending

Announcement Abandon (20 sec.)

Calls abandoned during an announcement or within 20 seconds of an announcement ending

Announcement Abandon (30 sec.)

Calls abandoned during an announcement or within 30 seconds of an announcement ending

Answered Abandon

Number of interactions where Abandon == 1 AND Answered == 1

Answered Calls

Total number of calls answered

Answered Segments

Total number of segments answered

Application ID

Application ID

Approved Date

Approved Date

Arrival Count

Total number of Arrival call periods

Arrival Length

Total time caller spent in Arrival/initial handling

Arrival Time

Initial call time prior to entering queue; a component of Inbound Telephony Time

ASRep

The ASRep for this agent.

Available Time

The length of time the agent was available (idle or on a call).

Available Time (%)

The percentage of logged-in time the agent was available (idle or on a call).

Average After Call Work Time

Average time agents spent on call-related tasks after the caller disconnected

Average Agent Time

Average time agents spent on answered calls

Average Call Length

Average call length

Average Call Time

The average amount of time the agent spent on a call. This excludes ring time.

Average Hold Length

Average time for a single on hold call segment

Average Hold Time

Average time the agent had a customer on hold.

Average Queue Length

Average time spent in a single Queue call segment

Average Time to Answer

Average time caller waited for first agent after entering queue

Average Voice Mail Listen Count

Average number of times agents listened to caller's voice mail

Average Voice Mail Listen Length

Average time agents spent listening to caller's voice mail

Average Wrap-up Time

Average time agents spent on after call wrap-up tasks

Avg Handle Time

Average time agents spent on call and in after-call work

Avg Queue Before Abandon

Average queue length for abandoned calls.

Avg Survey Response

Average survey response

Avg Survey Score

Average survey score

Busy Time

The length of time the agent was on a call; includes ring time.

Busy Time (%)

The percentage of logged-in time the agent was on a call; includes ring time.

Calendar Quarter

Calendar quarter in which the call arrived (1-4).

Call Flow ID

The ID of the call flow used for this segment.

Call Flow Name

The name, at the time the call was made, of the call flow used for this segment.

Call Flow Version

The version of the call flow used for this segment.

Call Length

Total call length

Call Type

normal call - upsell, training call - trainlive.

Callcenter

The callcenter instance that received the calls.

Callcenter ID

The ID of the callcenter instance that received the calls.

Caller ANI

Caller's telephone number

Caller Conference Time

Total time the caller spent talking to multiple agents during the call

Caller Country

The country for the caller's ANI.

Caller Country Code

The country code for the caller's ANI.

Caller Phone Type

The caller's phone type: Landline, Mobile, or Unknown

Caller Talk Count

Total number of call segments the caller spent talking to an agent

Caller Talk Time

Total time the caller spent talking to one or more agents during the call. (Does not include hold time.)

Calls Answered

Total number of calls answered.

Calls Offered

Total number of calls routed to this agent. This will include calls answered, and agent pauses, but may be larger than the sum due to other circumstances (e.g., agent signs off as we start to ring).

Calls Transferred

Total number of calls transferred by this agent.

Campaign

The campaign associated with the call.

Campaign ID

ID of the campaign with which the call is associated.

Campaign Name

Campaign with which the call is associated.

Certification

Certification name, for now use attribute name for each training status

Certification Stage

Certification Stage, for now use attribute value for each training status

Certification Stage Date

Date when Certification Stage was last updated

Certification Stage Day

Day when Certification Stage was last updated

Certification Stage Month

Month when Certification Stage was last updated

Certification Stage Week

Week when Certification Stage was last updated

City

City of agent's mailing address

Client

Client with which the call is associated.

Client ID

ID of the client with which the call is associated.

Contract/Created Monday Week

New Agents grouped by week starting on a monday.

Current Call Flow Name

The current name of the call flow used for this segment.

Customer Ring Time

Total customer ring time for an outbound call

Date

The date the event occurred. Format: YYYY-MM-DD

Day of Week

The day of the week which the call was made.

Day Part

Hours 00-05 = Night, 06-17 = Day, 18-23 Evening.

Days Since Last Call

Number of days since agent took a call

Direct Deposit

One of: Not Enrolled,Pending Test Transfer,Test Transfer Made,Active,Disabled,Error,Unknown

Direct Dial ID

Agent's direct dial ID

Disabled

Yes or No -- Yes means agent may not take calls

Disabled Date

The date when agent was disabled

Disabled On

The day agent was disabled

Disposition

The results of the call.

Disposition Type

The type of results of the call. Possible values are: order, inquiry, junk, custsvc, nopay, ivr, chup, noweb.

End Cause

Reason the call ended

End Time

End timestamp for the call

Event Time

Time at which the state change event occurred. Format: YYYY-MM-DD HH:MI:SS

External Agent Talk Time

Total time all external providers spent on this call

External Agent Time

Time an external provider spent on the phone; a component of External Telephony Time

External Provider Country

The country for the external provider's phone number.

External Provider Country Code

The country code for the external provider's phone number.

External Provider Phone Number

External provider's telephone number

External Provider Phone Type

The phone type for the external provider: Landline, Mobile, None, or Unknown

External Ring Time

Total time spent ringing an external provider's telephone

External Telephony Time

Total telephony time for connections to external agents. This is the sum of External Ring and External Agent time.

External Telephony Time (30s min.)

Total telephony time for connections to external agents, with a 30 second minimum. This is the sum of External Ring and External Agent time.

External Telephony Time (Canada, 30s min.)

Total telephony time for connections to external agents in Canada, with a 30 second minimum per call. This is the sum of External Ring and External Agent time.

External Telephony Time (Canada)

Total telephony time for connections to external agents in Canada. This is the sum of External Ring and External Agent time.

External Telephony Time (w/o Canada, 30s min.)

Total telephony time for connections to external agents, excluding Canada, with a 30 second minimum. This is the sum of External Ring and External Agent time.

External Telephony Time (w/o Canada)

Total telephony time for connections to external agents, excluding Canada. This is the sum of External Ring and External Agent time.

External Xfer Count

Number of Segments where External Ring Time > 0 OR External Agent Talk Time > 0

External Xfer Country

The country for an external transfer or dial-out

External Xfer Country Code

The country code for an external transfer

External Xfer Phone

Phone number for an external transfer or dial-out

External Xfer Phone Type

The phone type for the number dialed for an external transfer: Landline, Mobile, None, or Unknown

First Sign On

The time of the earliest SIGNON event within the reporting period.

Half Hour

The half hour block a call came in on.

Hold Count

Total number of on hold call segments

Hold Length

Total time caller spent on hold

Hold Time

Total time the agent had a customer on hold.

Home Phone#

Phone # of Agent's "other" phone

Hour

Date and hour during which the call came in.

Hour of Day

The hour of day the call came in on. Possible values are 0 to 23. Use > 5 & < 14 to specify a range of hours.

Idle Days

Days since last logged in (9999 means never logged in)

Idle Time

The length of time the agent was logged in, available to take calls, but not on a call.

Idle Time (%)

The percentage of logged-in time the agent was logged in, available to take calls, but not on a call.

IM

Instant messenger screen name

Inbound / Outbound

Call type for the initial contact with the customer during this segment.

Inbound / Outbound / Dialout

Call type for the initial contact with the customer during this call.

Inbound Telephony Time

Total inbound caller telephony time on phone numbers. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (30s min.)

Total inbound caller telephony time on phone numbers, with a 30 second minimum per call. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (Canada, 30s min.)

Total inbound caller telephony time from Canada on phone numbers, with a 30 second minimum per call. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (Canada)

Total inbound caller telephony time from Canada on phone numbers. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (w/o Canada, 30s min.)

Total inbound caller telephony time, excluding Canada, on phone numbers, with a 30 second minimum per call. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (w/o Canada)

Total inbound caller telephony time, excluding Canada, on phone numbers. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time

Total inbound caller telephony time. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (30s min.)

Total inbound caller telephony time, with 30 second minimum per call.

Inbound Telephony Time (Canada, 30s min.)

Total inbound caller telephony time from Canada, with a 30 second minimum per call. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (Canada)

Total inbound caller telephony time from Canada. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (w/o Canada, 30s min.)

Total inbound caller telephony time, excluding Canada, with a 30 second minimum per call. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Telephony Time (w/o Canada)

Total inbound caller telephony time, excluding Canada. This includes Arrival, Queue, Voice Mail Record, Caller Talk, Hold, and PostCall time.

Inbound Transfer Overlap Length

Overlap time with transferring segment

Incoming Phone Number

The incoming phone number for the call.

Incoming Phone Number Owner

The owner of the incoming phone number for the call.

Interaction ID

Interaction ID for the call

Last 42 Day Calls

Number of calls answered by agent in past 42 days

Last 60 Day Calls

Number of calls answered by agent in past 60 days

Last Call Date

Date of last call answered by agent

Last Call Date >30s

Date of last inbound call answered by agent that was >30s

Last Leg Length

Total time agents spent off-hook after the caller hung up

Line Group

The room the agent was working in when the event occurred.

Live Announcement End Time

Time at which last announcement ended

Live Announcement Played

Number of times an announcement was played during the call

Live Announcement Start Time

Time at which last announcement started

Max Concurrent Agent Calls

Maximum number of concurrent calls being handled by agents during the period.

Max Concurrent Agent Logins

Maximum number of concurrent agents available to take calls.

Max Concurrent Calls

Maximum number of concurrent calls during the period.

Max Concurrent VRU Calls

Maximum number of concurrent active VRU ports during the period.

Max Hold Length

Maximum time for a single on hold call segment

Max Hold Time

Maximum time the agent had a customer on hold.

Max Queue Length

Maximum time spent in a single Queue call segment

Middle Init.

agent's middle initial

Modifier

State Modifiers for e.g. paused, lastcall, wrap up, hold, pinned

Monday Week

The date of the Monday for the (Monday-to-Sunday) week the call occurred in.

Month

Month.

Num Survey Responses

Total number of survey responses

Num Surveys Accepted

Number of Surveys Accepted

Num Surveys Completed

Number of Surveys Completed

Num Surveys Offered

Number of Surveys Offered

Num Surveys Started

Number of Surveys Started

Offer Name

The specific script, associated with the campaign, used for this call

Offered for Agent Selection

Number of interactions where ( Queue Len > 0 OR (answered)) AND Ext Rep Len == 0

Offline Queue Length

The time from the caller's initial disconnect to the time the agent answered for a call with Voice Mail Queue; excluded from Platform Time. This is Voice Mail Queue Length less the time the agent spent handling the voicemail, i.e., the time no telephony was in use

Outbound Customer Telephony Time

Total outbound telephony time to the customer for outbound calls or return calls. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Customer Telephony Time (30s min.)

Total outbound telephony time to the customer for outbound calls or return calls, with a 30 second minimum. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Customer Telephony Time (Canada, 30s min.)

Total outbound telephony time to the customer for outbound calls or return calls to Canada, with a 30 second minimum per call. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Customer Telephony Time (Canada)

Total outbound telephony time to the customer for outbound calls or return calls to Canada. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Customer Telephony Time (w/o Canada, 30s min.)

Total outbound telephony time to the customer for outbound calls or return calls, excluding Canada, with a 30 second minimum. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Customer Telephony Time (w/o Canada)

Total outbound telephony time to the customer for outbound calls or return calls, excluding Canada. This includes Customer Ring, Caller Talk, Hold, and PostCall time.

Outbound Entry ID

Outbound entry ID for the original lead

Outbound Telephony Time

Total outbound telephony time, with a 30 second minimum per call. This is the sum of Agent and External Agent telephony time.

Outbound Telephony Time (30s min.)

Total outbound telephony time, with a 30 second minimum for each component field. This sums Outbound Customer, Agent and External telephony time.

Outbound Telephony Time (Canada, 30s min.)

Total outbound telephony time for calls to Canada, with a 30 second minimum for each component field. This is the sum of Outbound Customer, Agent, and External Agent telephony time.

Outbound Telephony Time (Canada)

Total outbound telephony time for calls to Canada. This is the sum of Outbound Customer, Agent, and External Agent telephony time.

Outbound Telephony Time (w/o Canada, 30s min.)

Total outbound telephony time, excluding Canada, with a 30 second minimum for each component field. This sums Outbound Customer, Agent, and External telephony time.

Outbound Telephony Time (w/o Canada)

Total outbound telephony time, excluding Canada. This is the sum of Outbound Customer, Agent, and External Agent telephony time.

Partner

The name of the partner (broker) of whom the client was brought in to own the program for these calls.

Paused Agent

Agent paused because of this call.

Paused Count

Total number of times the agent was "paused" for not answering a call.

Permission Groups

Permission Groups

Phone Number

The incoming phone number that received the call (prefixed with 1 for US/Canada).

Phone Number Owner

The owner of the incoming phone number for the call.

Phone#

Phone # of Agent's phone

Platform Time

Total time for the segment, excluding Offline Queue Length.

Pool

The pool that was used to route the call.

Post-Call Time

Time Post-call caller time (e.g., surveys); a component of Inbound Telephony Time

PostCall Count

Total number of PostCall intervals

PostCall Length

Total time caller spent in PostCall handling (e.g., surveys)

Program

The program associated with the call.

Program ID

The ID of the program with which the call is associated.

Program Name

The program with which the call is associated.

Queue < 10

Number of calls that spent less than 10 seconds waiting in queue.

Queue < 10 (%)

Percentage of all calls (answered or not) that spent less than 10 seconds waiting in queue.

Queue < 20

Number of calls that spent less than 20 seconds in waiting in queue.

Queue < 20 (%)

Percentage of all calls (answered or not) that spent less than 20 seconds waiting in queue. Value is rendered in green if >= 70%, red otherwise.

Queue < 30

Number of calls that spent less than 30 seconds waiting in queue.

Queue < 30 (%)

Percentage of all calls (answered or not) that spent less than 30 seconds waiting in queue.

Queue < 60

Number of calls that spent less than 60 seconds waiting in queue.

Queue < 60 (%)

Percentage of all calls (answered or not) that spent less than 60 seconds waiting in queue. Value is rendered in green if >= 70%, red otherwise.

Queue Count

Total number of Queue call segments

Queue Length

Total time spent in Queue

Queue Length

Total time spent in Queue

Queue Multiplier

The current queue multiplier for the campaign.

Queue Time

Time the caller spent in queue; a component of Inbound Telephony Time

Queue, Excluding Ring Time

Total time spent in Queue less any ring time

Ring Count

Total number of ring time call segments

Ring Time

Total ring time for the call

Screen Recording Length

Agent Time for calls that have (or had) a screen recording.

Segment ID

Session ID for this segment

Segment Length

Total time for all segments associated with this call.

Session ID

Session ID of call associated with this event

Start Date

Start timestamp for the call

Start Time

Start time for the call

State

State of agent's mailing address

Status

Login status: On line, Paused, or Off line

Survey

Survey taken after this session

Terminated

Yes or No -- Yes means agent may not log in

Termination Code

Code word describing termination type (empty if agent is not terminated)

Time to Answer

Time caller waited for first agent after entering queue. Will be equal to Queue Time for simple calls with no transfers.Will be zero if this call was not handled by an agent.

Total Calls

Total number of phone calls handled by this agent (as calculated last time stats ran)

Total Survey Length

Total survey length

Total Survey Score

Total survey score

Total Time

The length of time the agent was logged in.

Total Transcription Audits

The number of transcriptions that have been audited.

Transcription Accuracy Rate

Transcription accuracy rate.

Transcription Audits Passed

The number of transcription audits that have been passed.

Transcriptions

The number of transcriptions that the agent has performed.

Transfer Count

Total number of transfers during the call

Transfer Type

Type of transfer executed at the end of this segment

Transfer with Audio Listen Length

Time agent spent listening to message from transferring agent

Transfer with Audio Record Length

Time agent spent recording transfer message

Transferring Segment ID

Segment that transferred to this segment

Unavailable Reason

Reason why agent has signed off in chat.

Unavailable Time

The length of time the agent was not available to take calls.

Unavailable Time (%)

The percentage of logged-on time the agent was not available to take calls.

Unavailable: [global] Away Cancelled (away-cancelled)

Total time the agent spent unavailable for reason Away Cancelled.

Unavailable: [global] Disposition Timeout

Total time the agent spent unavailable for reason Disposition Timeout.

Unavailable: [global] FaceTime

Total time the agent spent unavailable for reason FaceTime.

Unavailable: [global] Last Call

Total time the agent spent unavailable for reason Last Call.

Unavailable: [global] Logged On as Unavailable

Total time the agent spent unavailable for reason Logged On as Unavailable.

Unavailable: [global] No Phone Connection

Total time the agent spent unavailable for reason No Phone Connection.

Unavailable: [global] Selecting Away Reason

Total time the agent spent unavailable for reason Selecting Away Reason.

Unavailable: [global] Set Offline by Supervisor

Total time the agent spent unavailable for reason Set Offline by Supervisor.

Unavailable: [global] Set Unavailable by Supervisor

Total time the agent spent unavailable for reason Set Unavailable by Supervisor.

Unavailable: [global] Standby

Total time the agent spent unavailable for reason Standby.

Unavailable: [global] System: Pod Transition

Total time the agent spent unavailable for reason System: Pod Transition.

Unavailable: [global] System: Presence Server Recycle

Total time the agent spent unavailable for reason System: Presence Server Recycle.

Unavailable: [global] Terminating Duplicate Agent Connection

Total time the agent spent unavailable for reason Terminating Duplicate Agent Connection.

VCC Session ID

Agent login session ID

Voice Mail Listen Count

Number of times agent listened to caller's voice mail

Voice Mail Listen Length

Time agent spent listening to caller's voice mail

Voice Mail Queue Accepted

Number of calls where voice mail queuing was accepted

Voice Mail Queue Accepted %

Percentage of calls where voice mail queue was offered and voice mail queuing was accepted

Voice Mail Queue Completed

Number of calls where voice mail queuing was accepted and the call-back was successful

Voice Mail Queue Completed %

Percentage of calls where voice mail queuing was accepted and the call-back was successful

Voice Mail Queue Length

Total time calls were in voice mail queue, measured from the time the customer initially disconnects to the time the customer answers the return call

Voice Mail Queue Offered

Number of calls where one or more voice mail queue offers were made

Voice Mail Queue Offered %

Percentage of calls where one or more voice mail queue offers were made

Voice Mail Record Length

Time caller spent recording voice mail

Voice Mail Record Time

Time the caller spent recording a voice mail message; a component of Inbound Telephony Time

Voice Mail Recorded

1 if caller recorded a voice mail message

Voice Mail Recorded %

Percentage of calls where voice mail queue was accepted and the caller left a voice mail

Weekday / Weekend

Type type of day of the week, possible values are: weekday, weekend.

Work Type

Work Type for e.g. inboundcall, outboundcall, dialout

Wrap-up Time

Time the agent spent on after-call wrapup (after disconnecting); a component of Platform Time

Xfer In Agent

Username of the agent that transferred the call to this segment

Xfer In Agent ID

ID of the agent that transferred the call to this segment

Xfer In Callcenter

This call was transferred in from this callcenter.

Xfer In Campaign

This call was transferred in from this campaign.

Xfer In Client

This call was transferred in from this client.

Xfer In Program

This call was transferred in from this program.

Xfer Out Count

Number of segments that were initiated from this segment (consult or transfer)

Zip

Zipcode of agent's mailing address

 

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Last modified
13:37, 11 Sep 2014

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