Call Direction Report Definition

What the Call Direction row type represents on a report, and what to expect in the resulting rows and columns.

The Call Direction 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	How a call originated: `Inbound` or `Internal`.
To Expect	One direction per row.

Metrics

The Call Direction row type offers 20 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.
`Aborted Callback Count`	The number of scheduled queue callbacks that were aborted before an attempt was made, within a report row's scope.
`Aborted Callback Percent`	The percentage of scheduled queue callbacks that were aborted before an attempt was made, within a report row's scope.
`Answered Call Count`	The number 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 Count`	The number of events of a specified type associated with 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.
`Canceled Callback Count`	The number of scheduled queue callbacks that were canceled, within a report row's scope.
`Canceled Callback Percent`	The percentage of scheduled queue callbacks that were canceled, 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.
`Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold, within a report row's scope.
`Missed Call Count`	The number of calls, within a report row's scope, that rang without ever being answered by that scope — the call included a Ringing event but no Talking event tied to it. A call must first be presented (ring, or for a group/skill, enter queue) to count as missed; one that went straight to voicemail doesn't count. A call that rang more than once but was eventually answered counts as answered, not missed, and a call missed by one agent still counts as missed for that agent even if a different agent later answered it.
`Park Duration`	The total, maximum, minimum, or average duration a call spent parked, within a report row's scope.
`Queue Offer Duration`	The total, maximum, minimum, or average time a call spent in queue before being offered to an agent, within a report row's scope.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Snoozed Callback Count`	The number of scheduled queue callbacks that were snoozed — postponed to a later time — within a report row's scope.
`Snoozed Callback Percent`	The percentage of scheduled queue callbacks that were snoozed — postponed to a later time — within a report row's scope.
`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.

Updated about 6 hours ago