Ring Attempts Report

User Name

User to whom the ring attempt(s) was directed

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:

4. Closing Workspace without actually logging out/off.

5. Network connectivity issues.

string

Ring Attempts

YES

dimension

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

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

User Email

The user email

User

YES

dimension

Interaction ID

Call/Interaction unique identifier.

string

Ring Attempts

YES

dimension

User 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)

Shows 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. This is also applicable to missed attempts.

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