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
| Name | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Agent | User to whom was directed the ring attempt(s) | string | Filters | YES | dimension | |
| Attempt Type | Outcome 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. | 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 | |
| Contact ID | Unique identifier for Contacts | string | Ring Attempts | YES | dimension | |
| Contacts Ring Group | Reference filter for the ring group (queue) where the contact was assigned to at the assignment moment. It is based on the Ring Groups dimension | string | Filters | YES | dimension | |
| Data Status | You 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. | String | Valid/Damaged | Filters | Yes | dimension |
| Date | The time reference used to filter the timeframe for analysis, based on the end timestamp of each call. | date | Filters | YES | 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 |
| The user email | User | YES | dimension | |||
| Interaction ID | Call/Interaction unique identifier. | string | Ring Attempts | YES | dimension | |
| Name | The user name | string | User | YES | dimension | |
| Queue(s) Filter | The 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. | string | none | Filters | YES | dimension |
| 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. | string | none | Filters | No | dimension |
| 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 |
Updated 5 months ago