The set of dimensions that allows analyzing if whether a call was answered, ignored or rejected by an agent
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 |
|---|
Answered Ring Attempts | Ring attempts that reached an agent and were answered. | sum | | Ring Attempts | no | measure |
% 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 Ring Attempts. | percentage | | Ring Attempts | no | measure |
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 started at timestamp of each ring attempts. | date | | Filters | yes | dimension |
Ignored Ring Attempts | | sum | | Ring Attempts | no | 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. | percentage | | Ring Attempts | no | measure |
Rejected Ring Attempts | | sum | | Ring Attempts | no | 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. | percentage | | Ring Attempts | no | measure |
Name | The user name. User to whom the ring attempt(s) were directed | string | | User | yes | 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 |
Total Ring Attempts | Attempts that successfully rang the Agent. | sum | | Ring Attempts | no | measure |
