Abandoned Calls

Report Column Descriptions

Call
This column displays the call's Call ID. A Call ID is an ID number that corresponds to the calls within the Xima CCaaS database. It is possible to use this number to search for the specific call in Cradle to Grave.

External Number
This column displays the phone number of the external party associated with the given phone call. The External Number is the phone number of the caller, calling in.

Final Agent
This column displays the name/extension of the final agent that was associated with the call.

Note: This column will only display an agent name if the agent was associated with an event in the call. For example, if the call included a ringing event to the given agent, but was then later abandoned.

Final Event
This column displays the last event that was associated with the given call. This field excludes Drop events.

Is Answered
This column displays "True" if the call was answered, and displays "False" if it was not answered. A call is considered answered when there is a talking event associated with an agent, meaning that the agent answered the call.

Date
This column displays the date that the given call started. (Format: 21 Apr 2021)

Start Time
This column displays the date and time that the given call started. (Format: Feb 3, 2021 11:19:20 AM)

Call Duration
This column displays the entire amount of time between when the call started and ended. This is how long the call lasted.