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 used to filter the timeframe for analysis, based on the started at timestamp of each ring attempts.

date

Filters

YES

dimension

Device Unavailable Ring Attempts

Device Unavailable Ring Attempts can be:

  1. The Callbar or Main is closed without actually loging out/off.
  2. Network problems
    These attempts are not considered on the denominator to calculate Answered, Rejected or Ignored %

sum

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