Ring Attempts Report

The set of dimensions that allows analyzing if whether a call was answered, ignored or rejected by an agent.

🚧

Microphone access may result in rejected ring attempts with a duration of zero seconds.

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

NameDescriptionTypeFormatSectionFilterField
AgentUser to whom was directed the ring attempt(s)stringFiltersYESdimension
Attempt TypeOutcome of the Ring Attempt. It can be Answered, Ignored, Rejected, Cancelled, or Device Unavailable.

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.Device Unavailable Ring Attempts can be due to:

1. Closing Workspace without actually logging out/off.
2. Network connectivity issues.
stringRing AttemptsYESdimension
Answered Ring AttemptsRing attempts that reached an agent and were answered.sum##Ring AttemptsYESmeasure
Batch Ring IDUnique identifier for the Batch Ring (list of agents ringed)stringRing AttemptsYESdimension
Contact IDUnique identifier for ContactsstringRing AttemptsYESdimension
Contacts Ring GroupReference filter for the ring group (queue) where the contact was assigned to at the assignment moment. It is based on the Ring Groups dimensionstringFiltersYESdimension
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
DateThe time reference used to filter the timeframe for analysis, based on the end timestamp of each call.dateFiltersYESdimension
Ring Attempt DurationThe time between the Ring Attempt start and Ring Attempt finish in seconds.sumRing AttemptsYESdimension
Ring Attempt IDUnique identifier for Ring AttemptstringRing AttemptsYESdimension
Ring Finished at DateThe 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
dateDate (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 AttemptsYESdimension
Ring Started at DateThe 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
dateDate (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 AttemptsYESdimension
EmailThe user emailUserYESdimension
Interaction IDCall/Interaction unique identifier.stringRing AttemptsYESdimension
NameThe user namestringUserYESdimension
Queue(s) FilterThe queue(s) to use as a filter. This filter shows how interactions are distributed. The outcome of this filter is at the interaction level, so it will be the last queue that handled the interaction.stringnoneFiltersYESdimension
Queue(s)The field to add to your canvas will show the Queue(s) of your distribution and will reflect the option picked on the filter. This field shows how interactions are distributed. The outcome of this field is at the interaction level, so it will be the last queue that handled the interaction.stringnoneFiltersNodimension
Team NameThe team of the last agent to whom the ring attempt was directed.
Null if such an agent is not on a team.
stringTeamsYESdimension
TimezoneBy 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).stringFiltersYESdimension