The Account Code row type is a Summary-style report, described in full on Row Types. Summary reports aggregate values for a given grouping rather than listing individual records; each row represents one member of that grouping.

What	Description
It Represents	A configured account code, applied by agents to calls or chats to track the reason for the interaction.
To Expect	One account code per row.

Metrics

The Account Code row type offers 24 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`Abandoned Call Count`	The number of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls Percent`	The percentage of calls, within a report row's scope, that ended in something other than a Talking or Voicemail event.
`Abandoned Calls in Queue Percent`	The percentage of calls, within a report row's scope, that were abandoned specifically while waiting in queue.
`Agent Speed of Answer`	The total, maximum, minimum, or average length of time it took an agent to answer a ringing call, within a report row's scope — measured as the ringing time tied to that agent before the call's first Talking event. Only counts events associated with a specific agent; use `Speed of Answer` to also include auto-attendant or queue time.
`Answered Call Count`	The number of calls, within a report row's scope, that included at least one Talking event.
`Answered Calls Percent`	The percentage of calls, within a report row's scope, that included at least one Talking event.
`Call Count`	The total number of calls attributed to a report row's scope.
`Call Duration`	The total, maximum, minimum, or average length of a call from start to end, within a report row's scope.
`Call Event Duration`	The total, maximum, minimum, or average duration of events of a specified type associated with a report row's scope.
`Chat Count`	The number of inbound web chats attributed to a report row's scope.
`Chat Duration`	The total, maximum, minimum, or average duration of web chats attributed to a report row's scope.
`Chat Offer Duration`	The total, maximum, minimum, or average time a chat spent waiting to be offered to an agent, within a report row's scope.
`Dialing Duration`	The total, maximum, minimum, or average duration spent dialing out on an outbound call, within a report row's scope.
`Group Speed of Answer`	The total, maximum, minimum, or average time it took agents in a group/hunt group to answer a call, within a report row's scope — measured as ringing and queue time tied to that group before the call's first Talking event.
`Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold, within a report row's scope.
`Inbound Call Count`	The number of inbound calls attributed to a report row's scope — calls that originated outside the phone system and dialed in. May include calls the scope never had a chance to act on, such as one that went straight to voicemail; use `Presented Call Count` to exclude those.
`Outbound Call Count`	The number of outbound calls attributed to a report row's scope — calls placed from inside the phone system to an external number.
`Park Duration`	The total, maximum, minimum, or average duration a call spent parked, within a report row's scope.
`Presented Chat Count`	The number of external web chats, within a report row's scope, that were presented and had a chance to be accepted, whether or not they were.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Skill Speed of Answer`	The total, maximum, minimum, or average time it took agents in a skill to answer a call, within a report row's scope — measured as ringing and queue time tied to that skill before the call's first Talking event.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Transfer Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold specifically during a transfer, within a report row's scope.
`Unanswered Call Count`	The number of calls, within a report row's scope, that never included a Talking event — calls a live agent never picked up.