Call Report Value Definitions

Account Code

This value displays the account code that is associated with the given call.

Account Codes allow you to report on the reasons as to why callers are calling, or to why the user is calling them.

For a list of filter definitions for Account Code, see the Report Filter Criteria article.

Agent Speed of Answer

This value shows the total time it took for agent(s) to answer their phones when the given call 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.

Call Duration

This value shows the entire amount of time between when the call started and ended. This is how long the call lasted from the beginning to the end.

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

Call ID

This value shows the unique ID that Xima CCaaS assigned to the given call.

A Call ID is an ID number that corresponds to the calls within the Xima CCaaS database.

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

Call Key

Note: *This value is only used when working with the Historical Call Data API.

This value displays the database information for a call. In particular this will display the call start time, end time, and the Call ID

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

Caller ID

This value shows the caller ID that the phone system associated with this call.

Note:

The caller ID is the name of the person calling in and is based on simple, basic Caller ID information provided by the caller's phone service provider. This means that if the phone service provider does not provide the caller ID information, Xima CCaaS will not be able to present that information.

For a list of filter definitions for Caller ID, see the Report Filter Criteria article.

Calling Party Number

This value shows the phone number associated with whoever initiated the call. In this instance the Calling Party Number would show the phone number for the caller calling in, and will only present if the phone service provider provides the phone number information.

For a list of filter definitions for Calling Party Number, see the Report Filter Criteria article.

End Time

This value shows the date and time that the given call ended.

This value can be configured to your desired day/time format.

Examples:

Oct 7, 2019 3:11:26 pm (This is the default format)
5:13:37 pm
10/7/2019

For a list of filter definitions for End Time, see the Report Filter Criteria article.

Event Count

This value shows the total number of specified events associated with the given call. The desired event(s) to report on will be selected when configuring the value.

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

Event Duration

This value shows the total, maximum, minimum, or average duration of all events in the given call.

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.

External Number

This value shows the phone number associated with the given call. The external number is the phone number of the person calling in.

For a list of filter definitions for External Number, see the Report Filter Criteria article.

Final Agent

This value shows the last agent that was associated with an event in the given call. In most cases, this is the final agent involved with the call.

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

Final Event

This value shows the last event that was associated with the given call. This field excludes Drop events.

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

Final Tag

This value shows the last tag that was associated with an event in the given call.

Note: Tags are configured within IP Office Manager.

For a list of filter definitions for Final Tag, see the Report Filter Criteria article.

Includes Event Sequence

This value allows the user to specify a sequence of events (e.g., ringing followed by talking). If the given call contains the specific sequence, this field will show a check mark. If the call does not contain the sequence, it will be blank.

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

Initial Agent

This value shows the first (initial) Contact Center agent that participated in the given call.

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

Initial Tag

This value shows the initial tag that was associated with an event in the given call.

Note: Tags are configured within IP Office Manager.

For a list of filter definitions for Initial Tag, see the Report Filter Criteria article.

Is Abandoned

This value shows a check mark if the given call was abandoned and will show as blank if it was not.

Note: A call is abandoned if it ends in any event other than a talking or voicemail event.

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

Is Answered

This value shows a check mark if the given call was answered and will show as blank if the call was not answered.

Note: A call is considered answered when there is a talking event between the caller and the given agent.

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

Is Unanswered

This value shows a check mark if the call was unanswered, and will show as blank if the call was answered.

Note: *Unanswered calls are calls that did not contain at least one Talking event. This means that the calls were never answered by a live agent.*

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

Note Author

This value shows the name and/or extension of the agent that left a note in the given call either in Cradle to Grave or through the Contact Center Agent Client.

When in Cradle to Grave, notes can be easily added to a call by clicking in the "C2G Notes" column for the desired call. A window will appear and a note can then be added.

To learn more about adding notes to a call in Contact Center Agent Client see this article.

For a list of filter definitions for Note Author, see the Report Filter Criteria article.

Note Creation Time

This value shows you when a note was created for the given call.

When in Cradle to Grave, notes can be easily added to a call by clicking in the "C2G Notes" column for the desired call. A window will appear and a note can then be added. Additionally, call notes can also be added by agents while in the Contact Center Agent Client.

To learn more about adding notes to a call in Contact Center Agent Client see this article.

For a list of filter definitions for Note Creation Time, see the Report Filter Criteria article.

Note Text

This value shows the text of the note that was added for the given call.

To learn more about adding notes to a call in Contact Center Agent Client see this article.

For a list of filter definitions for Note Text, see the Report Filter Criteria article.

Queue Duration

This value shows the total, maximum, minimum, or average duration of all queue events in the given call.

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

Receiving Agent

This value shows the first agent that was a receiving party of an event in the given call.

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

Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events in the given call.

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

Start Time

This value shows the date and time that the given call started.

This value can be configured to your desired day/time format.

Examples:

Oct 7, 2019 3:11:26 pm (This is the default format)
5:13:37 pm
10/7/2019

For a list of filter definitions for Start Time, see the Report Filter Criteria article.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events in the given call.

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

U.S. City

This value shows the name of the city from which the external party is calling.

Note:

This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.

For a list of filter definitions for U.S. City, see the Report Filter Criteria article.

U.S. City, State

This value shows the name of the city and state/province/country from which the external party is calling.

Note:

This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.

For a list of filter definitions for U.S. City, State, see the Report Filter Criteria article.

U.S. State

This value shows the name of the state/province/country from which the external party is calling or receiving the call.

Note:

This is determined based on the central office code associated with the first six digits of a standard ten-digit number. Despite its name, this column can show data from any country that uses the ten-digit standard.

For a list of filter definitions for U.S., State, see the Report Filter Criteria article.