Numbers Analysis

Type detail

  • average - an average (mean) of values within a column
  • count - origins from a count within a distribution
  • date - measures that contain dates
  • max - origins from the maximum value within a distribution
  • min - origins from the minimum value within a distribution
  • number - measures that contain numbers
  • string - measures that contain letters or special characters
  • sum - sum of values within a distribution
NameDescriptionTypeFormatSectionFilterField
Data StatusYou can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible.

Valid Records - Regularly Processed Records.
Damaged Records - Those are corrupted caused by missing events in call records.
StringValid/DamagedFiltersYesDimension
% Inbound Calls Percentage of Inbound Calls over Total Calls.number0.00%Numbers Inbound MetricsYESmeasure
% Inbound Calls Answered Percentage of Inbound Calls Answered over Total Inbound Calls.number0.00%Numbers Inbound MetricsYESmeasure
% Inbound Calls Missed Percentage of Inbound Calls Missed over Total Inbound Calls.number0.00%Numbers Inbound MetricsYESmeasure
% Inbound Calls Short Abandoned Percentage of Inbound Calls Short Abandoned over Total Inbound Calls.number0.00%Numbers Inbound MetricsYESmeasure
% Inbound Calls Voicemail Percentage of Inbound Calls Voicemail over Total Inbound Calls.number0.00%Numbers Inbound MetricsYESmeasure
% Outbound Calls Percentage of Outbound Calls Connected and Not Connected over Total Calls.number0.00%Numbers Outbound MetricsYESmeasure
% Outbound Calls Connected Percentage of Outbound Calls Connected over Total Outbound Calls.number0.00%Numbers Outbound MetricsYESmeasure
% Outbound Calls Not Connected Percentage of Outbound Calls Not Connected over Total Outbound Calls.number0.00%Numbers Outbound MetricsYESmeasure
% Outbound Calls Voicemail Percentage of Outbound Calls Voicemail over Total Outbound Calls.number0.00%Numbers Outbound MetricsYESmeasure
% Talk Time Percentage of Inbound Talk Time over Inbound Calls Total Duration.number0.00%Numbers Inbound MetricsYESmeasure
% Talk Time Percentage of Talk Time over Calls Total Duration (includes inbound and outbound).number0.00%Numbers MetricsYESmeasure
% Talk Time Percentage of Outbound Talk Time over Outbound Calls Total Duration.number0.00%Numbers Outbound MetricsYESmeasure
% Waiting Time Percentage of Inbound Calls Answered Wait Time over Inbound Calls Total Duration.number0.00%Numbers Inbound MetricsYESmeasure
% Waiting Time Answered Percentage of Inbound Calls Answered Wait Time over Inbound Calls Total Duration.number0.00%Numbers Inbound MetricsYESmeasure
Abandon Rate Percentage of Inbound Calls Abandoned over Total Inbound Calls.number0.00%Numbers Inbound MetricsYESmeasure
Abandon Time Time callers waited for their call to be answered before hanging up. Does not include Short Abandoned Calls.sum0:00:00Numbers Inbound MetricsYESmeasure
AVG % Inbound Calls Average percentage of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails) over Total Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Inbound Calls Answered Average percentage of Inbound Calls Answered over Total Inbound Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Inbound Calls Missed Average percentage of Inbound Calls Missed over Total Inbound Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Inbound Calls Short Abandoned Average percentage of Inbound Calls Short Abandoned over Total Inbound Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Inbound Calls Voicemail Average percentage of Inbound Calls Voicemail over Total Inbound Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Outbound Calls Average percentage of Outbound Calls over Total Outbound Calls.average0.00%Numbers Outbound MetricsYESmeasure
AVG % Outbound Calls Connected Average Percentage of Outbound Calls Connected over Total Outbound Calls.average0.00%Numbers Outbound MetricsYESmeasure
AVG % Outbound Calls Not Connected Average percentage of Outbound Calls Not Connected over Total Outbound Calls.average0.00%Numbers Outbound MetricsYESmeasure
AVG % Outbound Calls Voicemail Average percentage of Outbound Calls Voicemail over Total Outbound Calls.average0.00%Numbers Outbound MetricsYESmeasure
AVG % Talk Time Average percentage of Inbound Calls Talk Time over Inbound Calls Total Duration.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Talk Time Average percentage of the talk time over calls total duration (includes inbound and outbound.average0.00%Numbers MetricsYESmeasure
AVG % Talk Time Average percentage of the outbound calls talk time over outbound calls total durationaverage0.00%Numbers Outbound MetricsYESmeasure
AVG % Waiting Time Average percentage of the wait time for inbound calls over total duration of inbound calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG % Waiting Time Answered Average percentage of the wait time for inbound answered calls over total duration of inbound calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG Abandon Rate Average percentage of Inbound Calls Abandoned over Total Inbound Calls.average0.00%Numbers Inbound MetricsYESmeasure
AVG Abandon Time Average time it takes for a call to be abandoned (does not include short abandoned calls).average0:00:00Numbers Inbound MetricsYESmeasure
AVG Calls Average number of calls handled in the number regardless of direction or type for the given timeframe (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).average00Numbers MetricsYESmeasure
AVG CSAT Score Average of the CSAT scores received - average of CSAT score for inbound calls where a valid CSAT score was received.average0.0Numbers Inbound MetricsYESmeasure
AVG CSAT Score Average of the CSAT scores received - average of CSAT score for all the calls where a valid CSAT score was received.average0.0Numbers MetricsYESmeasure
AVG CSAT Score Average of the CSAT scores received - average of CSAT score for outbound calls where a valid CSAT score was received.average0.0Numbers Outbound MetricsYESmeasure
AVG Hold Time Average time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers.average0:00:00Numbers Inbound MetricsYESmeasure
AVG Hold Time Average time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during inbound/outbound calls via keypad, and does not include holds that are a result of transfers.average0:00:00Numbers MetricsYESmeasure
AVG Hold Time Average time the caller was placed on hold during the inbound call. This metric counts only instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers.average0:00:00Numbers Outbound MetricsYESmeasure
AVG Hold Time Answered Average number of Inbound Calls (includes answered, missed, abandoned, short-abandoned and voicemails).average0:00:00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Average number of Inbound Calls abandoned (does not include short abandoned).average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Abandoned Average number of Inbound Calls abandoned (does not include short abandoned).average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Answered Average number of Inbound Calls answered.average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Answered Within Service Level Average number of calls classified as within the Service Level threshold set that were inbound answered.average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Missed Average number of Inbound Calls missed.average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Missed Within Service Level Average number of calls classified as within the Service Level threshold set that were inbound missed.average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Short Abandoned Average number of Inbound Calls short abandoned (the calls was disconnected by the far end before reaching the short abandoned threshold).average00Numbers Inbound MetricsYESmeasure
AVG Inbound Calls Voicemail Average number of Inbound Calls voicemails.average00Numbers Inbound MetricsYESmeasure
AVG Outbound Calls Average number of outbound calls handled for the given time frame and number (includes outbound connected and outbound not connected).average00Numbers Outbound MetricsYESmeasure
AVG Outbound Calls Connected Average number of outbound connected calls handled for the given time frame and number.average00Numbers Outbound MetricsYESmeasure
AVG Outbound Calls Not Connected Average number of outbound not connected calls for the given time frame and number.average00Numbers Outbound MetricsYESmeasure
AVG Outbound Calls Voicemail Average number of outbound voicemail calls recorded for the given time frame and number.average00Numbers Outbound MetricsYESmeasure
AVG Service Level Average value of the service level.average00.0%Numbers Inbound MetricsYESmeasure
AVG Talk Time Calculates the average talk time for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.average0:00:00Numbers Inbound MetricsYESmeasure
AVG Talk Time Calculates the average talk time for inbound and outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.average0:00:00Numbers MetricsYESmeasure
AVG Talk Time Calculates the average talk time for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent in After Call Work, but it includes hold time during the call.average0:00:00Numbers Outbound MetricsYESmeasure
AVG Total Duration Average duration of inbound calls, the timer begins when the far end connects with the system. It terminates when the calls is disconnected. It does not include after call work.average0:00:00Numbers Inbound MetricsYESmeasure
AVG Total Duration Average duration of calls, the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work.average0:00:00Numbers MetricsYESmeasure
AVG Total Duration Average duration of outbound calls, the timer begins when the system connects with the far end. It terminates when the calls is disconnected. It does not include after call work.average0:00:00Numbers Outbound MetricsYESmeasure
AVG Waiting Time Average duration of how long the caller waited for their call to be answered or to go to voicemail in seconds. Does not include IVR nor voice prompts but includes ringing time.average0:00:00Numbers Inbound MetricsYESmeasure
AVG Waiting Time Answered Average duration of how long the caller waited for their call to be answered. Does not include IVR nor voice prompts but includes ringing time.average0:00:00Numbers Inbound MetricsYESmeasure
Call Ring Group The Ring Group or Ring Groups to use as filter. It will be reflected in the dimension Ring Group Name when chosen as dimension.stringFilters and Date Time FieldYESdimension
Current Service Level Threshold The threshold currently applied to the number as Service Level (wait time in seconds). When selecting Current Service Level Threshold, Phone Display Name must also be selected.number00Numbers IdentificationNOdimension
Current Short Abandoned Threshold The threshold currently applied to the number as Short Abandoned (wait time in seconds). When selecting Current Short Abandoned Threshold, Phone Display Name must also be selected.number00Numbers IdentificationNOdimension
Data Aggregation The slots of time you want your analyse to consider (minute, 10 minutes, 5 minutes, 30 minutes, hour, day, week, month, quarter) the timestamp will reflect the slot chosen.stringFilters and Date Time FieldYESdimension
Date By default is set for the past 1 day. It can be changed according to users needs to provide a different time frame for the analysis.dateFilters and Date Time FieldYESdimension
Dedicated Line Allows to keep or remove from the data distribution the calls handled on dedicated lines.stringFilters and Date Time FieldYESdimension
Hold Time The time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers.sum0:00:00Numbers Inbound MetricsYESmeasure
Hold Time The time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers.sum0:00:00Numbers MetricsYESmeasure
Hold Time The time the caller was placed on hold during the outbound call. This metric only counts instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers.sum0:00:00Numbers Outbound MetricsYESmeasure
Hold Time Answered The time the caller was placed on hold during the inbound answered call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers.sum0:00:00Numbers Inbound MetricsYESmeasure
Inbound Calls Abandoned Number of incoming calls where the caller hung up before being routed to an agent. Does not include short-abandoned calls (when enabled).sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Answered Total number of incoming calls answered by an agent.sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Answered Within Service Level Inbound calls answered within service level in business hours.sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Missed All incoming missed calls, includes outside of business hours.sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Missed Within Service Level Inbound calls missed within service level in business hours.sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Short Abandoned Number of incoming calls where the caller hung up before the configured threshold.sum00Numbers Inbound MetricsYESmeasure
Inbound Calls Voicemail Total number of voicemails.sum00Numbers Inbound MetricsYESmeasure
Longest Abandon Time The longest time a caller waited for their call to be answered before hanging up. Does not include short abandoned calls.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Hold Time The maximum time the caller was placed on hold during the inbound call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Hold Time The maximum time the caller was placed on hold during the call. This metric only counts instances in which the agent places the caller on hold during inbound/outbound calls via keypad, and does not include holds that are a result of transfers.max0:00:00Numbers MetricsYESmeasure
Longest Hold Time The maximum time the caller was placed on hold during the outbound call. This metric counts only instances in which the agent places the caller on hold during outbound calls via keypad, and does not include holds that are a result of transfers.max0:00:00Numbers Outbound MetricsYESmeasure
Longest Hold Time Answered The maximum time the caller was placed on hold during the inbound answered call. This metric only counts instances in which the agent places the caller on hold during inbound calls via keypad, and does not include holds that are a result of transfers.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Talk Time The maximum value recorded for talk time in the given timeframe and number for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the inbound call.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Talk Time The maximum value recorded for talk time in the given timeframe and number for inbound or outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the inbound or outbound call.max0:00:00Numbers MetricsYESmeasure
Longest Talk Time The maximum value recorded for talk time in the given timeframe and number for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the outbound call.max0:00:00Numbers Outbound MetricsYESmeasure
Longest Total Duration The longest time span recorded for the actual duration of all inbound calls, which is when the timer begins, when the far end connects with the system. It terminates when the calls is disconnected and does not include After Call Work.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Total Duration The longest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system. Or in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected and does not include After Call Work.max0:00:00Numbers MetricsYESmeasure
Longest Total Duration The longest time span recorded for the actual duration of all outbound calls, which is when in an outbound call the system connects with the far end. It terminates when the calls is disconnected and does not include After Call Work.max0:00:00Numbers Outbound MetricsYESmeasure
Longest Waiting Time Maximum time that the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time.max0:00:00Numbers Inbound MetricsYESmeasure
Longest Waiting Time Answered Maximum time that the caller waited for their call to be answered in seconds. It does not include IVR nor voice prompts but includes ringing time.max0:00:00Numbers Inbound MetricsYESmeasure
MAX % Inbound Calls Maximum percentage of Inbound Calls that reached a number(s) over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Inbound Calls Answered Maximum percentage of Inbound Calls Answered over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Inbound Calls Missed Maximum percentage of Inbound Calls Missed over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Inbound Calls Short Abandoned Maximum percentage of Inbound Calls Short Abandoned over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Inbound Calls Voicemail Maximum percentage of Inbound Calls Voicemail over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Outbound Calls Maximum percentage of Outbound Calls over Total Calls.max0.00%Numbers Outbound MetricsYESmeasure
MAX % Outbound Calls Connected Maximum percentage of Outbound Calls Connected over Total Outbound Calls.max0.00%Numbers Outbound MetricsYESmeasure
MAX % Outbound Calls Not Connected Maximum percentage of Outbound Calls Not Connected over Total Outbound Calls.max0.00%Numbers Outbound MetricsYESmeasure
MAX % Outbound Calls Voicemail Maximum percentage of Outbound Calls Voicemail over Total Outbound Calls.max0.00%Numbers Outbound MetricsYESmeasure
MAX % Talk Time Highest percentage value for Inbound Talk Time over Inbound Calls total duration.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Talk Time Highest percentage value for Inbound Calls and Outbound Calls Talk Time over Inbound Calls and Outbound Calls total duration.max0.00%Numbers MetricsYESmeasure
MAX % Talk Time Highest percentage value for Outbound Talk Time over Outbound Calls total duration.max0.00%Numbers Outbound MetricsYESmeasure
MAX % Waiting Time Highest percentage of Wait Time over Inbound Calls total duration.max0.00%Numbers Inbound MetricsYESmeasure
MAX % Waiting Time Answered Highest percentage of wait time for Answered Calls over Inbound Calls total duration.max0.00%Numbers Inbound MetricsYESmeasure
MAX Abandon Rate Maximum Percentage of Inbound Calls Abandoned Over Total Inbound Calls.max0.00%Numbers Inbound MetricsYESmeasure
MAX Calls Higher number of calls handled in the nnNumber(s) regardless of direction or type for the given time frame (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).max00Numbers MetricsYESmeasure
MAX CSAT Score Highest CSAT score received for inbound calls.max0Numbers Inbound MetricsYESmeasure
MAX CSAT Score Highest CSAT score received for inbound and outbound calls.max0Numbers MetricsYESmeasure
MAX CSAT Score Highest CSAT score received for outbound calls.max0Numbers Outbound MetricsYESmeasure
MAX Inbound Calls Maximum number of calls inbound for the given time frame and number (includes answered, missed, abandoned, short abandoned, voicemail).max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Abandoned Maximum number of calls inbound abandoned for the given time frame an number.max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Answered Maximum number of inbound calls answered for the given time frame and number(s).max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Answered Within Service Level Maximum number of calls inbound answered within service level threshold for the given time frame and number(s).max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Missed Maximum number of inbound calls missed for the given time frame and number(s)max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Missed Within Service Level Maximum number of calls inbound missed within service level threshold for the given time frame and number(s).max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Short Abandoned Maximum number of inbound short abandoned calls for the given time frame and number(s).max00Numbers Inbound MetricsYESmeasure
MAX Inbound Calls Voicemail Maximum number of inbound voicemail calls for the given time frame and number(s)max00Numbers Inbound MetricsYESmeasure
MAX Outbound Calls Highest number of outbound calls recorded for the given time frame and number(s).max00Numbers Outbound MetricsYESmeasure
MAX Outbound Calls Connected Highest number of outbound connected calls recorded for the given time frame and number(s).max00Numbers Outbound MetricsYESmeasure
MAX Outbound Calls Not Connected Highest number of outbound not connected calls recorded for the given time frame and number(s).max00Numbers Outbound MetricsYESmeasure
MAX Outbound Calls Voicemail Highest number of outbound voicemail calls recorded for the given time frame and number(s).max00Numbers Outbound MetricsYESmeasure
MAX Service Level Maximum value of service level rate for the given time frame and number(s)max00.0%Numbers Inbound MetricsYESmeasure
MIN % Inbound Calls Minimum percentage of Inbound Calls that reached a number (or numbers) over Total Inbound Calls (answered, missed, abandoned and voicemails) of a specific Number (or Numbers).min00.0%Numbers Inbound MetricsYESmeasure
MIN % Inbound Calls Answered Minimum percentage of Inbound Calls Answered over Total Inbound Calls.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Inbound Calls Missed Minimum Percentage of Inbound Calls Missed over Total Inbound Calls.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Inbound Calls Short Abandoned Minimum percentage of Inbound Calls Short Abandoned over Total Inbound Calls.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Inbound Calls Voicemail Minimum percentage of Inbound Calls Voicemail over Total Inbound Calls.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Outbound Calls Minimum percentage of Outbound Calls (connected and not connected) over Total Calls.min00.0%Numbers Outbound MetricsYESmeasure
MIN % Outbound Calls Connected Minimum percentage of Outbound Calls Connected over Total Outbound Calls.min00.0%Numbers Outbound MetricsYESmeasure
MIN % Outbound Calls Not Connected Minimum percentage of Outbound Calls Not Connected over Total Outbound Calls.min00.0%Numbers Outbound MetricsYESmeasure
MIN % Outbound Calls Voicemail Minimum percentage of Outbound Calls Voicemail over Total Outbound Calls.min00.0%Numbers Outbound MetricsYESmeasure
MIN % Talk Time Lowest percentage value for Inbound Calls talk time over Inbound Calls total duration.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Talk Time Lowest percentage value for Inbound Calls talk time and Outbound Calls talk time over Inbound Calls total duration.min00.0%Numbers MetricsYESmeasure
MIN % Talk Time Lowest percentage value for Outbound Calls talk time over Inbound Calls total duration.min00.0%Numbers Outbound MetricsYESmeasure
MIN % Waiting Time Lowest percentage of wait time over Inbound Calls total duration.min00.0%Numbers Inbound MetricsYESmeasure
MIN % Waiting Time Answered Lowest percentage of wait time for answered calls over Inbound Calls total duration.min00.0%Numbers Inbound MetricsYESmeasure
MIN Abandon Rate Minimum percentage of Inbound Calls Abandoned over Total Inbound Calls.min00.0%Numbers Inbound MetricsYESmeasure
MIN Calls Lower number of calls handled in the Number(s) regardless of direction or type for the given time frame and number(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).min00Numbers MetricsYESmeasure
MIN CSAT Score Lowest CSAT score received for Inbound Calls in the given number and timeframe for inbound calls only.min0Numbers Inbound MetricsYESmeasure
MIN CSAT Score Lowest CSAT score received for Inbound Calls and Outbound Calls in the given number and timeframe for both inbound and outbound calls.min0Numbers MetricsYESmeasure
MIN CSAT Score Lowest CSAT score received for Outbound Calls in the given number and timeframe for outbound calls only.min0Numbers Outbound MetricsYESmeasure
MIN Inbound Calls Minimum number of Inbound Calls for the given time frame and number(s) (includes answered, missed, abandoned, short abandoned, voicemail).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Abandoned Minimum number of inbound abandoned calls for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Answered Minimum number of inbound answered calls for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Answered Within Service Level Minimum number of inbound answered calls within service level threshold for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Missed Minimum number of inbound missed calls for the given time frame and numbers(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Missed Within Service Level Minimum number of inbound missed calls within service level threshold for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Short Abandoned Minimum number of inbound short abandoned calls for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Inbound Calls Voicemail Minimum number of inbound voicemails for the given time frame and number(s).min00Numbers Inbound MetricsYESmeasure
MIN Outbound Calls Lowest number of outbound calls made for the given time frame and number(s).min00Numbers Outbound MetricsYESmeasure
MIN Outbound Calls Connected Lowest number of outbound calls connected recorded for the given time frame and number(s).min00Numbers Outbound MetricsYESmeasure
MIN Outbound Calls Not Connected Lowest number of outbound calls not connected for the given time frame and number(s)min00Numbers Outbound MetricsYESmeasure
MIN Outbound Calls Voicemail Lowest number of outbound voicemail calls not connected for the given time frame and number(s).min00Numbers Outbound MetricsYESmeasure
MIN Service Level Minimum of service level rate for the given time frame and number(s).min00.0%Numbers Inbound Metricsmeasure
Number Ring Group The Ring Groups number(s) is allocated to.Filters and Date Time FieldYESdimension
Outbound Calls Connected Number of calls placed by the agent and that were answered by the customer (or by customer's voicemail) (before it was answered calls).sum00Numbers Outbound MetricsYESmeasure
Outbound Calls Not Connected Number of calls placed by the agent and that weren't answered by the customer (or by customer's voicemail) (before it was missed calls).sum00Numbers Outbound MetricsYESmeasure
Outbound Calls Voicemail Calls initiated by the agent that ended with the agent leaving a voicemail.sum00Numbers Outbound MetricsYESmeasure
Phone Display Name The name assigned to the phone number where the call was made from or received.stringNumbers IdentificationNOdimension
Service Level Percentage of calls Missed or Answered before the pre-defined threshold for the selected time frame. It is only calculated for events during business hours.number00.0%Numbers Inbound MetricsYESmeasure
Shortest Abandon Time The shortest time a caller waited for their call to be answered before hanging up. Does not include short abandoned calls.min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Hold Time This is the shortest time a caller was put on-hold by the agent for inbound calls.min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Hold Time This is the shortest time a caller was put on-hold by the agent for inbound and outbound calls.min0:00:00Numbers MetricsYESmeasure
Shortest Hold Time This is the shortest time a caller was put on-hold by the agent for outbound calls.min0:00:00Numbers Outbound MetricsYESmeasure
Shortest Hold Time Answered This is the shortest time a caller was put on-hold by the agent for inbound answered calls.min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Talk Time The minimum value recorded for talk time in the given timeframe and number(s) for inbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Talk Time The minimum value recorded for talk time in the given timeframe and number(s) for inbound and outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min0:00:00Numbers MetricsYESmeasure
Shortest Talk Time The minimum value recorded for talk time in the given timeframe and number(s) for outbound calls. The timer begins when the customer is connected with an agent, and ends when the call is disconnected. It does not include the time spent ringing the agent nor time spent in After Call Work, but it includes hold time during the call.min0:00:00Numbers Outbound MetricsYESmeasure
Shortest Total Duration The shortest time span recorded for the actual duration of inbound calls, which is when the timer begins when the far end connects with the system. It terminates when the calls is disconnected (does not include After Call Work).min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Total Duration The shortest time span recorded for the actual duration of all calls, which is when the timer begins when the far end connects with the system or in case of an outbound call when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work).min0:00:00Numbers MetricsYESmeasure
Shortest Total Duration The shortest time span recorded for the actual duration of outbound calls, which is when the timer begins when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work).min0:00:00Numbers Outbound MetricsYESmeasure
Shortest Waiting Time Minimum time recorded for the caller waiting for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time.min0:00:00Numbers Inbound MetricsYESmeasure
Shortest Waiting Time Answered Minimum time recorded for the caller waiting for their call to be answered in seconds. It does not include IVR nor voice prompts but includes ringing time.min0:00:00Numbers Inbound MetricsYESmeasure
Talk Time Total of the actual talk time between the agent and the customer for inbound calls only.sum0:00:00Numbers Inbound MetricsYESmeasure
Talk Time Total of the actual talk time between the agent and the customer for inbound and outbound calls.sum0:00:00Numbers MetricsYESmeasure
Talk Time Total of the actual talk time between the agent and the customer for outbound calls only.sum0:00:00Numbers Outbound MetricsYESmeasure
Timestamp Adjusted to the Date aggregation picked will show the start timestamp for each slot eg. for 30 m yyyy-mm-dd hh:00:ss >> yyyy-mm-dd hh:30:ss.dateFilters and Date Time fieldYESdimension
Timezone By default filters the distribution to your Account Timezone. You can pick another different timezone to be reflected in your report (account timezone can be changed under Admin >> Preferences in your account).stringFilters and Date Time fieldYESdimension
Total Calls Count of calls handled in the Number regardless of direction or type for the given time frame and number(s) (includes inbound answered, missed, abandoned, short abandoned, voicemails and outbound connected and outbound not connected).sum00Numbers MetricsYESmeasure
Total Duration The actual duration of all inbound calls, which is when the timer begins when the far end connects with the system. It terminates when the calls is disconnected (does not include After Call Work).sum0:00:00Numbers Inbound MetricsYESmeasure
Total Duration The actual duration of all calls, which is when the timer begins when the far end connects with the system or in the case of an outbound call, when the system connects with the far end. It terminates when the calls is disconnected (does not include After Call Work).sum0:00:00Numbers MetricsYESmeasure
Total Duration The actual duration of all outbound calls, which is when the timer begins when the system connects with the far end. It terminates when the calls is disconnected (does not include after call work).sum0:00:00Numbers Outbound MetricsYESmeasure
Total Inbound Calls All incoming calls, which includes answered, missed, abandoned, short abandoned and voicemail calls.sum00Numbers Inbound MetricsYESmeasure
Total Outbound Calls Calls initiated by the agent regardless of successful connection or not.
Calls can be placed from dedicated lines or from general Talkdesk Numbers (outbound caller IDs, both automatic and customizable).
sum00Numbers Outbound MetricsYESmeasure
Waiting Time How long the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time (includes all inbound calls).sum0:00:00Numbers Inbound MetricsYESmeasure
Waiting Time Answered For the answered inbound calls only, how long the caller waited for their call to be answered or to go to voicemail in seconds. It does not include IVR nor voice prompts but includes ringing time.sum0:00:00Numbers Inbound MetricsYESmeasure