Ring Attempts Dataset

Type detail

count - origins from a count within a distribution
date - measures that contain dates
number - measures that contain numbers
string - measures that contain letters or special characters
sum - sum of values within a distribution

Name	Description	Type	Format	Section	Filter	Field
Agent	User to whom was directed the ring attempt(s)	string		Filters	YES	dimension
% Answered Ring Attempts	The % Ring attempts that reached an agent and were answered for the given timeframe and other filtering. The percentage is calculated considering the Total Requested Ring Attempts.	%	## .##%	Ring Attempts	YES	measure
% Cancelled Ring Attempts	The % of Cancelled Ring Attempts that can be: 1. attempts that were answered by other agent listed in the same batch; 2. attempts where the contact person (caller) disconnected; 3. transferred contacts where the transferring agent disconnects the transfer. The percentage is calculated considering the Total Ring Attempts.	%	## .##%	Ring Attempts	YES	measure
% Ignored Ring Attempts	The % of Ring Attempts where the ring time of the ring was exhausted before the Agent accepted the contact. the ring Attempts for the given timeframe and other filtering. The percentage is calculated considering the Total Requested Ring Attempts.	%	## .##%	Ring Attempts	YES	measure
% Rejected Ring Attempts	The % of the Ring Attempts where there was an explicit action from the Agent and clicked the button to reject the contact for the given timeframe and other filtering. The percentage is calculated considering the Total Requested Ring Attempts.	%	## .##%	Ring Attempts	YES	measure
Attempt Type	Outcome of the Ring Attempt. It can be Answered, Cancelled, Ignored or Rejected.	string		Ring Attempts	YES	dimension
Answered Ring Attempts	Ring attempts that reached an agent and were answered.	sum	##	Ring Attempts	YES	measure
Batch Ring ID	Unique identifier for the Batch Ring (list of agents ringed)	string		Ring Attempts	YES	dimension
Cancelled Ring Attempts	Cancelled Ring Attempts can be: 1. that were answered by other agent listed in the same batch; 2. attempts where the contact person disconnected; 3. transferred contacts where the transferring agent disconnects the transfer	sum	##	Ring Attempts	YES	measure
Contact ID	Unique identifier for Contacts	string		Ring Attempts	YES	dimension
Date	The time reference is used to filter the timeframe for analysis based on the started timestamp of each ring attempts.	date		Filters	YES	dimension
Device Unavailable Ring Attempts	Device Unavailable Ring Attempts can be: 1. Main is closed without actually logging out/off. 2. Network problems These attempts are not considered on the denominator to calculate Answered, Rejected or Ignored %	sum	##
Queue/Ring Group Filter	The queue(s) or Ring Group(s) to use as a filter.	string	none	filters	YES	dimension
Queue/Ring Group Field	The field to add to your canvas that will show the Queue(s) or Ring Group(s) of your distribution and will reflect the option picked on the filter. This field shows how interactions are distributed.	string	none	filters	NO	dimension
Ring Attempt Duration	The time between the Ring Attempt start and Ring Attempt finish in seconds.	sum		Ring Attempts	YES	dimension
Ring Attempt ID	Unique identifier for Ring Attempt	string		Ring Attempts	YES	dimension
Ring Finished at Date	The time when the Ring Attempt was Rejected, Ignored or Answered (available levels of data aggregation): Date Day of Month Day of Week Hour Hour of Day Minute Minute10 Minute15 Minute30 Month Month Num Quarter Time Week Year	date	Date (yyyy-mm-dd) Day of Month (1, 2, 3 . . . ) Day of Week (Monday, Tuesday . . . ) Hour (yyyy-mm-dd hh) Hour of day (from 0 to 23) Minute (yyyy-mm-dd hh:mm) Minute10 (yyyy-mm-dd hh:10, yyyy-mm-dd hh:20) Minute15 (yyyy-mm-dd hh:15, yyyy-mm-dd hh:30) Minute30 (yyyy-mm-dd hh:00,yyyy-mm-dd hh:30) Month (yyyy-mm) Month Num (from 1 to 12) Quarter (yyyy-Q) Time (yyyy-mm-dd hh:mm:ss) Week (yyyy-mm-week starting day of the week) Year (yyyy)	Ring Attempts	YES	dimension
Ring Started at Date	The time when the Ring Attempt Started (available levels of data aggregation): Date Day of Month Day of Week Hour Hour of Day Minute Minute10 Minute15 Minute30 Month Month Num Quarter Time Week Year	date	Date (yyyy-mm-dd) Day of Month (1, 2, 3 . . . ) Day of Week (Monday, Tuesday . . . ) Hour (yyyy-mm-dd hh) Hour of day (from 0 to 23) Minute (yyyy-mm-dd hh:mm) Minute10 (yyyy-mm-dd hh:10, yyyy-mm-dd hh:20) Minute15 (yyyy-mm-dd hh:15, yyyy-mm-dd hh:30) Minute30 (yyyy-mm-dd hh:00,yyyy-mm-dd hh:30) Month (yyyy-mm) Month Num (from 1 to 12) Quarter (yyyy-Q) Time (yyyy-mm-dd hh:mm:ss) Week (yyyy-mm-week starting day of the week) Year (yyyy)	Ring Attempts	YES	dimension
Email	The user email			User	YES	dimension
Ignored Ring Attempts	Sum of the Ring Attempts where the ring time of the ring was exhausted before the Agent accepted the contact.	sum	##	Ring Attempts	YES	measure
Interaction ID	Call/Interaction unique identifier.	string		Ring Attempts	YES	dimension
Name	The user name	string		User	YES	dimension
Rejected Ring Attempts	Sum of the Ring Attempts where there was an explicit action from the Agent and clicked the button to reject the contact.	sum	##	Ring Attempts	YES	measure
Team Name	The team of the last agent to whom the ring attempt was directed. Null if such an agent is not on a team.	string		Teams	YES	dimension
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).	string		Filters	YES	dimension
Total Requested Ring Attempts	The sum of all ring attempts for the given combination of filters and dimensions used.
Total Ring Attempts	Attempts that successfully rang the Agent.	sum	###	Ring Attempts	YES	measure