| Total Calls | All incoming calls, which includes inbound, missed, abandoned, short abandoned and voicemail calls. | COUNT of call type = inbound + abandoned + short abandoned + missed + voicemail | Count |
| Answered Calls | Total number of incoming calls answered by an agent (call type is inbound). | COUNT of call type = inbound | Count |
| Missed Calls | All incoming missed calls, includes outside of business hours. | COUNT of call type = missed | Count |
| Abandoned Calls | Number of incoming calls where the caller hungup before being routed to an agent. Does not include short-abandoned calls (when enabled). | COUNT of call type = abandoned | Count |
| Short Abandoned Calls | Number of incoming calls where the caller hungup before the configured threshold. | COUNT of call type = short abandoned (when enabled) | Count |
| Voicemails | Total number of voicemails. | COUNT of call type = voicemail | Count |
| Completed During Business Hours | Total number of incoming calls answered by an agent (call type is inbound) during business hours. | COUNT of call type = inbound AND business hours = true | Count |
| Completed Outside of Business Hours | Total number of incoming calls answered by an agent (call type is inbound) outside business hours. | COUNT of call type = inbound AND business hours = false | Count |
| Completed While Holding | Number of inbound calls where the caller hung up while on hold after talking to an agent. | COUNT of call type = inbound AND hangup = hold | Count |
| Completed While Transferring | Number of inbound calls where the caller hung up while being transferred to an agent. | COUNT of call type = inbound AND hangup = transfer | Count |
| Abandoned in IVR | Number of incoming calls where the caller abandoned while on the IVR. | COUNT of call type = abandoned AND hangup = IVR | Count |
| Abandoned in Waiting Queue | Number of incoming calls where the caller abandoned within the wait time threshold defined (at account or number level) while in queue (waiting) | COUNT of call type = abandoned AND hangup = waiting | Count |
| Short Abandoned in IVR | Number of incoming calls where the caller abandoned within the short abandon threshold defined (at account or number level) while in the IVR | COUNT of call type = short abandoned AND hangup = IVR | Count |
| Short Abandoned in Waiting Queue | Number of incoming calls where the caller abandoned within the short abandon threshold defined (at account or number level) while in queue (waiting) | COUNT of call type = short abandoned AND hangup = waiting | Percentage |
| Voicemail During Business Hours | Number of voicemails left during business hours. | COUNT of call type = voicemail AND business hours = true | Percentage |
| Voicemail Outside of Business Hours | Number of voicemails left outside business hours. | COUNT of call type = voicemail AND business hours = false | Count |
| Voicemail from IVR | Number of voicemails left from the IVR. | COUNT of call type = voicemail AND hangup = IVR | Count |
| Voicemail from Waiting Queue | Number of voicemails left from the waiting queue. | COUNT of call type = voicemail AND hangup = waiting | Count |
