Report Filter Criteria

When working with the Xima CCaaS Custom Reports module, you will have the option to adjust the value criteria to have it reflect exactly what you would like to see. Listed below is a comprehensive list of additional, optional value criteria options.

Account Codes Contain

Using this filter will only include calls that had been tagged with any of the selected account codes. See Account Codes


Account Codes Contain All

Using this filter will only include calls that have been tagged with all of the selected account codes. See Account Codes


Account Codes Do Not Contain

Using this filter will exclude all calls that had been tagged with any of the selected account codes. See Account Codes


Calculation

This allows to shows the total, maximum, minimum, or average of the specified value.


Call Direction

This refers to how the call originated in your phone system

  • Inbound - When a caller calls in. The call originates outside of your system and comes into your phone system.
  • Internal - When one agent dials another agent by their extension in the organization. The call originates in your system but stays in your system. (Extension to extension)

Call Direction Does Not Equal

Using this filter will include all calls except for those that have the specified call direction. If you select multiple call directions, this filter will exclude calls with any of the selected directions.


Call Does Not Include All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will exclude all calls that have all of the specified events. If multiple events are selected, this filter will exclude calls with all of the selected events.

For example, you can use this filter to find calls that were never answered by excluding calls with Talking events.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

Using this filter will include all calls except for those that have the specified calling party. Use this filter to exclude calls from certain numbers or area codes.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Using this filter will include all calls except for those that have the specified events. If you select multiple events, this filter will exclude calls with any of the selected events.

For example, you can use this filter to find calls that were never answered by excluding calls with Talking events.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system.

Using filter will include all calls except for those that have the specified external parties.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Group

Groups/Skills are collections of agents that handle similar tasks and answer the same kind of incoming calls. Using this filter will include all calls except for those that were associated with the specified group/skill.

For example, calls that were answered by, transferred to, or missed by the group will be excluded.

If you select multiple groups, this filter will exclude calls associated with any of the selected groups.


Call Does Not Include Local Party

In most cases, the list of local parties is the same as the list of agents. Using this filter will include all calls except for those that involve the specified agent.

For example, calls that were answered by, transferred to, or missed by the agent will be excluded. If you select multiple agents, this filter will exclude events involving any of the selected agents.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another.
Using this filter will include all calls except for those that have the specified receiving parties.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.


Call Does Not Include Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

Using this filter will include all calls except for those that have the specified tags.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Call Duration

The call duration is the total length of a call from beginning to end.

Using this filter can compare each call duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Call Includes All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will only include calls that have all of the specified events.

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Difference between Any and All

In some cases, some filters will provide the option to select between "Any" and "All".

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.


Call Includes Any Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will only include calls that have one or more of the specified events.

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Difference between Any and All

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.


Call Includes Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

Using this filter will only include calls that have the specified calling party. Use this filter to find calls from certain numbers or area codes.


Call Includes External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. Using this filter will only include calls that have the specified external parties.

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Difference between Any and All

In some cases, some filters will provide the option to select between "Any" and "All".

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an External Party report and I select to see calls that have one of two external numbers associated, I would use Any as it will pull calls that had either phone number associated with it.

  • All - This will search for calls that have all of the selected items. For example, if I'm running an External Party report and I add two different external numbers to report on, by selecting All it will only report on a call if it has both external numbers associated with the call.


Call Includes Group

Using this filter will only include calls that had events associated with the selected group(s)/skill(s)


Call Includes Local Party

In most cases, the list of local parties is the same as the list of agents. Using this filter will only include calls that involve the specified agent.

For example, calls that were answered by, transferred to, or missed by the agent will be included. If you select multiple agents, this filter will include events involving any of the selected agents.


Call Includes Receiving Party

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another.

Using this filter will only include calls that have the specified receiving parties.


Call Includes Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

Using this filter will only include calls that have the specified tags.


Caller ID

Each inbound call has a caller ID attached to it. The caller ID is usually the name of the business or the city and state where the call is coming from. In Cradle to Grave, the caller ID appears in brackets next to the calling party number on the top line of a call.

Using this filter will only include calls that have the specified caller IDs.


Calling Party Number

The calling party number is the phone number of the person or business who called the receiving party. Each inbound call has a single calling party number. In Cradle to Grave, this is the number that appears next to the caller ID on the top line of a call.

Using this filter will only include calls that have the specified calling party number.


Dialed Party Number

The Dialed Party number (also known as the DNIS) is the number that a caller dialed to eventually reach the receiving party.

This number is sent to Xima CCaaS from the service provider and appears in square brackets next to an inbound call's receiving party in Cradle to Grave. A call made directly to a agent's extension (DID) can also appear in this field.

Using this filter will only include calls that have the specified dialed party number. Please note that only inbound calls contain dialed party numbers; internal calls will not be included in a column that uses this filter.


Event Duration

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter can compare each event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Event Sequence Does Not Match

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Using this filter will include all calls except for those with events that appear in the order you specify.

These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.


Event Sequence Matches

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Using this filter will only include calls with events that appear in the order you specify.

These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop.


Event Type

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Using this filter will only include events that match the specified event type. If you select multiple event types, this filter will include all of the selected event types.

Common event types include:

  • Queue - The event of a calling party waiting to be answered in a group while sitting in a queue.
  • Ringing - The event of the call when an agent's phone is ringing.
  • Talking - The event of the call when the External and internal party are talking.

Amongst others


Event Type Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Using this filter will include all events except for those that match the specified event type.

If you select multiple event types, this filter will exclude events that match any of the selected event types.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.


Feature Duration

This pertains to the ability to report based on the feature's (value's) duration by using standard mathematical inequalities (greater than, less than, etc.). Any events that fit your criteria will be included. The Between option is inclusive, meaning that a range of 30-60 seconds will include the duration of both 30 and 60 seconds, as well as everything in between.


Feature Enabled

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group/Skill Enable, Not Ready, Idle, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension. This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

While set to true, this filter will include the duration of an agent's specified features. Setting this filter to false instead will include the time when an agent did not have the specified status.


Feature Type

Using this filter will display the selected type of feature that the agent used.

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group/Skill Enable, Not Ready, Idle, and multiple types of forwarding options.

Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension.

This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.


Filtered Call Does Not Include All Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will exclude all calls that have all of the specified events. If you select multiple events, this filter will exclude calls with all of the selected events.

For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

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Difference between All and Any

In some cases, some filters will provide the option to select between "Any" and "All".

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.


Filtered Call Does Not Include Any Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will exclude all calls that have any of the specified events. If you select multiple events, this filter will exclude calls with any of the selected events.

For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

πŸ“˜

Difference between Any and All

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.


Filtered Call Includes All Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will only include calls that have all of the specified events.

πŸ“˜

Difference between All and Any

In some cases, some filters will provide the option to select between "Any" and "All".

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.


Filtered Call Includes Any Events

Extremely uncommon - Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will only include calls that have one or more (any) of the specified events.

πŸ“˜

Difference between Any and All

  • Any - This will search for calls that have any of the selected items. For example, if I'm running an event report and I select to see calls that have one of two events associated, I would use Any as it will pull calls that had any of the selected events associated with it.

  • All - This will search for calls that have all of the selected items. For example, if I'm running an event report and I select two events to report on, by selecting All it will only report on a call if it has both selected events associated with the call.


Final Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will only include calls that have the specified event listed as the last event of the call before it was dropped.

This can be useful for finding out how many calls were dropped while the caller was waiting in a queue or listening to the auto attendant.


Final Event Does Not Equal

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will include all calls except for those that have the specified event listed as the last event of the call before it was dropped.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Final Group

Using this filter will only include calls whose last interaction with any group was with the selected group(s)/skill(s).

The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group.


Final Group Does Not Equal

Using this filter will exclude calls whose last interaction with any group was with the selected group(s)/skill(s).

The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Group

Groups/Skills are collections of agents that handle similar tasks and answer the same kind of incoming calls.

Using this filter will only include calls that were associated with the specified group/skill.

If you select multiple groups, this filter will include calls involving any of the selected groups.


Group Does Not Equal

Groups/Skills are collections of agents that handle similar tasks and answer the same kind of incoming calls.

Using this filter will exclude calls that had events associated with the selected group(s)/skill(s).


Group Speed of Answer

Using this filter shows the total, maximum, minimum, or average time it took for the agents in groups to answer their phones when a call came to their group.

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.

Please 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.

Initial Agent

Using this filter will only include calls that have the specified agent listed as the first agent on the call.


Initial Agent Does Not Equal

Using this filter will exclude calls that have the specified agent listed as the first agent on the call.


Initial Group

Using this filter will only include calls whose first interaction with a group was with the selected group(s)/skill(s).

The initial group is computed by looking at each event in the call, starting with the first event. The initial group is the group associated with the first event that is associated with any group.


Initial Group Does Not Equal

Using this filter will exclude calls whose first interaction with a group was with the selected group(s)/skill(s).

The initial group/skill is computed by looking at each event in the call, starting with the first event. The initial group/skill is the group/skill associated with the first event that is associated with any group/skill.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Is Call Abandoned

An abandoned call is an inbound call whose final event is not Talking or Voicemail. This most likely means that the caller dropped the call while waiting in a queue or on hold.

While set to true, this filter will only include calls that are considered abandoned. Setting this filter to false instead will only include calls that were not abandoned.


Is Call Answered

An answered call is an inbound call that includes a Talking event. This means an agent picked up the phone and spoke to the caller.

While set to true, this filter will only include calls that are considered answered. Setting this filter to false instead will only include calls that were not answered.


Logged In

This filter only appears in the Group Login Duration column of Agent, None, and Time reports.

Using this filter allows you to count up the time an agent spent logged in to or out of a certain group/skill.

While set to true, this filter will add up the total time an agent spent logged in. Setting this filter to false instead will add up the time the agent spent logged out.


Role

Xima CCaaS Roles provide a way to create customized CCaaS groups separate from the phone system Groups/Skills.

Using this filter will only include calls that had events associated with the selected Xima CCaaS Roles.


Show Percent Not Abandoned

By default this is set to false, which will allow the value to show the percentage of calls that were abandoned.

Setting this filter to true instead will change the value to show the percentage of calls that were not abandoned.


Speed of Answer

Speed of answer is the time it took for an agent or group/skill to answer the phone when it started ringing or, in a group report, when it entered the queue.

It does not include talking time, transfers, or any other events. This filter will only appear in Agent and Group reports and applies to the report type it appears in; for instance, when Speed of Answer appears in an Agent report, it means Agent Speed of Answer.

This filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

System ID

The system ID is a name or number representing which phone system a call passed through. Most agents only have one site, meaning all calls will have the same system ID, but if Xima CCaaS collects data from multiple sites, each site will tag their calls with their ID.

This filter will only include calls that have the specified system ID. If you select multiple IDs, this filter will include calls with any of the selected IDs. Use this filter to find calls from certain sites.


System ID Does Not Equal

The system ID is a name or number representing which phone system a call passed through. Most agents only have one site, meaning all calls will have the same system ID, but if Xima CCaaS collects data from multiple sites, each site will tag their calls with their ID. This filter will exclude calls that have the specified system ID. If you select multiple IDs, this filter will exclude calls with any of the selected IDs. Use this filter to find calls that are not from certain sites. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.


Tag

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

Using this filter will only include events that are associated with the selected Tag.


Time Intervals

This will default in all values to be the same as the time-frame that is selected before you run the report. However, you may want to add a value twice to a report, once to see the value that is selected before running the report and once that will show this value from last week, month, or year. In order to achieve that you would change the time-frame for this specific value on the report here.


Time to Answer

Time to Answer is the time it took for a call to be answered, including ringing time, queue time, and time spent with the auto attendant.

Using this filter can compare each call's time to answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

  • The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
  • The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
  • The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
  • The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Value 1

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension.

This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section. Currently, Value 1 is only used by the Group Login, Ready, and Follow Me features, but future updates may expand this functionality to include more features. This filter will only include agent states that have the specified value in Value 1.


Value 2

A feature is an agent's status. For example, when an agent is logged in to their extension, they have the Extension Login feature enabled. Other features include Group Login, Do Not Disturb, Idle, Ready, and multiple types of forwarding options. Features can also have words or numbers attached to them that allow you to see more specific information about the feature. For example, the Group Login feature contains the group name and extension.

This extra information is stored in a variable named Value 1 and can be added to some filters at the bottom of the Advanced section.

Value 2 is not currently used by any agent feature, but it may be used in the future as more features are added to Xima CCaaS. This filter will only include agent states that have the specified value in Value 2.