Account Code Report Value Definitions

Abandoned Call Count

This value shows the number of inbound calls associated with the selected account code(s) that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Call Count, see the Report Filter Criteria article.

Abandoned Calls in Queue Percent

This value shows the total percent of calls associated with the selected account code that were abandoned while in the queue. An abandoned call is a call that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Calls, see the Report Filter Criteria article.

Abandoned Calls Percent

This value shows the percent of inbound calls associated with the selected account code(s) that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Calls Percent, see the Report Filter Criteria article.

Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents to answer their phones when an Inbound call associated with the given account code(s) came to them.

Speed of answer is defined as the total duration of ringing events associated with an agent before a call's first talking event. Specify one or more agents to only include ringing events associated with those agents.

Note:

This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events. To include these events, use Time to Answer.

For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria article.

Answered Call Count

This value shows the number of inbound calls associated with the given account code(s) that contained at least one talking event. These are calls that were handled by a live agent.

For a list of filter definitions for Answered Call Count, see the Report Filter Criteria article.

Answered Call Percent

This value shows the percent of inbound calls associated with the given account code(s) that contained at least one talking event. This is the percent of calls that were handled by a live agent.

For a list of filter definitions for Answered Call Percent, see the Report Filter Criteria article.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given account code(s).

For a list of filter definitions for Call Duration, see the Report Filter Criteria article.

Chat Count

This value shows the total number of external web chats that were associated with the given account code.

Note: This value requires the Contact Center Web Chat channel. If this value is added to a report and the channel has not been purchased or the license has not been assigned to the agent, then the column will appear empty as a result upon running the report.

For a list of filter definitions for Chat Count, see the Report Filter Criteria article.

Chat Duration

This value shows the total, maximum, minimum, or average duration of all external web chats that were associated with the given account code.

For a list of filter definitions for Chat Duration, see the Report Filter Criteria article.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events (ringing, talking, etc.) in calls associated with the given account code.

Note: Specify one or more events types to only include those events.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Group Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the agents in skill groups to answer their phones when a call associated with the given account code(s) came to their skill.

Group speed of answer is defined as the total duration of the Ringing and Queue events associated with the group or the agents in the group before the call's first Talking event. Specify one or more groups to only include Ringing and Queue events associated with those groups.

Note:

This column only concerns events associated with an agent or group. It does not include events that have no particular agent or group association, such as Auto Attendant events. To include these events, use Time to Answer.

For a list of filter definitions for Group Speed of Answer, see the Report Filter Criteria article.

Inbound Call Count

This value shows the total number of inbound calls associated with the given account code(s).

An inbound call is a call that originated outside of your phone system and dialed into your phone system.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria article.

Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events in calls associated with the given account code.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria article.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events in calls associated with the given account code.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria article.

Unanswered Call Count

This value shows the number of inbound calls that did not contain at least one talking event associated with the given account code(s). These are calls that were never handled by a live agent.

For a list of filter definitions for Unanswered Call Count, see the Report Filter Criteria article.