The None 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	No grouping at all.
To Expect	A single row — the overall summary totals across everything in scope, the same summary shown at the top of every other report, without any breakdown beneath it.

Metrics

The None row type offers 96 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`ACW Duration`	The total length of time an agent spent in the After Call Work (ACW) state, within a report row's scope.
`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.
`Abandoned Chat Count`	The number of external web chats, within a report row's scope, that ended in any event other than "chatting".
`Abandoned Chats Percent`	The percentage of external web chats, within a report row's scope, that ended in any event other than "chatting."
`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.
`Accepted Callback Count`	The number of scheduled queue callbacks that were accepted, within a report row's scope.
`Accepted Callback Percent`	The percentage of scheduled queue callbacks that were accepted, within a report row's scope.
`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.
`Answered Chat Count`	The number of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Answered Chats Percent`	The percentage of external web chats, within a report row's scope, that were accepted (answered) by an agent after being presented.
`Average Chats per Hour`	The average number of chats a report row's scope participated in per hour, over the report's selected time frame.
`CC Call Ready Count`	The number of times a report row's scope became ready to take a call on the Contact Center voice channel.
`CC Call Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent ready to take a call on the Contact Center voice channel.
`CC Chat Ready Count`	The number of times a report row's scope became ready to take a chat on the Contact Center chat channel.
`CC Chat Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent ready to take a chat on the Contact Center chat channel.
`CC DND Duration`	The total length of time a report row's scope spent in a Do Not Disturb state on the Contact Center channel(s).
`CC Login Duration`	The total length of time a report row's scope spent logged into a Contact Center skill.
`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.
`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.
`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 Media Type`	The medium used for a given chat interaction — for example, web chat.
`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.
`Completed Email Count`	The number of emails, within a report row's scope, that an agent marked complete.
`Days in Timeframe`	The number of days in the report's selected time frame.
`Dialing Duration`	The total, maximum, minimum, or average duration spent dialing out on an outbound call, within a report row's scope.
`Email Count`	The number of emails attributed to a report row's scope.
`Email Duration`	The total, maximum, minimum, or average length of time an email remained open before being resolved, within a report row's scope.
`Email Event Count`	The number of email-handling events of a specified type associated with a report row's scope.
`Email Event Duration`	The total, maximum, minimum, or average duration of email-handling events of a specified type associated with a report row's scope.
`Email Focused Duration`	The total, maximum, minimum, or average length of time an agent spent actively viewing or drafting a response to an email in their active media pane, within a report row's scope.
`Email On Hold Duration`	The total, maximum, minimum, or average length of time an email sat unattended in an agent's active media pane, within a report row's scope.
`Email Pending Agent Review Duration`	The total, maximum, minimum, or average length of time an email waited for an agent to begin reviewing it after being assigned, within a report row's scope.
`Email Response Count`	The number of replies sent for emails, within a report row's scope.
`Feature Count`	The number of feature instances — such as Do Not Disturb, After Call Work, or a Group/Skill/Extension login — matching the configured criteria, within a report row's scope.
`Feature Duration`	The total, maximum, minimum, or average length of time a report row's scope spent with a specified feature enabled.
`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.
`Hours in Timeframe`	The number of hours in the report's selected time frame.
`Idle Duration`	The total, maximum, minimum, or average length of time an agent spent idle — logged into an extension but not on a call. DND status and group/skill login state don't factor into this value.
`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.
`Internal Call Count`	The number of internal calls — extension to extension, staying entirely within the phone system — attributed to a report row's scope.
`Is Scored`	Whether a given call has been graded by an AutoQA evaluation. Shown as a check mark when true; also usable as a report filter to limit a report to only scored calls.
`MCW Duration`	The total, maximum, minimum, or average length of time a report row's scope spent in the Missed Call Work (MCW) state — entered when a call is presented within a skill and goes unanswered.
`Max Agents Logged Into Skill`	The largest number of agents simultaneously logged into a report row's scope, at any point during the selected time frame.
`Max Agents Logged into CC`	The largest number of agents simultaneously logged into a report row's scope's Contact Center skill(s), at any point during the selected time frame.
`Max Agents with Call Channel Ready`	The largest number of agents simultaneously ready to take a call for a report row's scope, at any point during the selected time frame.
`Max Agents with Chat Channel Ready`	The largest number of agents simultaneously ready to take a chat for a report row's scope, at any point during the selected time frame.
`Max Calls Pending Callback`	The largest number of callers simultaneously waiting on a scheduled queue callback for a report row's scope, at any point during the selected time frame.
`Max Calls in Queue`	The largest number of calls simultaneously waiting in queue for a report row's scope, at any point during the selected time frame.
`Max Chats in Queue`	The largest number of chats simultaneously waiting in queue for a report row's scope, at any point during the selected time frame.
`Minutes in Timeframe`	The number of minutes in the report's selected time frame.
`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.
`Missed Call Offer Count`	The number of calls offered to a report row's scope that went unanswered before being offered elsewhere.
`Missed Chat Count`	The number of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Missed Chats Percent`	The percentage of chat offers, within a report row's scope, that went unanswered before timing out and being offered elsewhere.
`Negative Sentiment Percent`	The percentage of a call's transcribed lines scored Negative by AI sentiment analysis — a score of -0.34 or lower on the -1.00 to +1.00 scale.
`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.
`Positive Sentiment Percent`	The percentage of a call's transcribed lines scored Positive by AI sentiment analysis — a score of +0.34 or higher on the -1.00 to +1.00 scale.
`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.
`Presented Email Count`	The number of emails, within a report row's scope, that were assigned and had a chance to be handled, whether or not they were.
`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.
`Queued Call Count`	The number of calls that entered queue, within a report row's scope.
`Queued Email Count`	The number of emails that entered queue, within a report row's scope.
`Queued Email Duration`	The total, maximum, minimum, or average length of time emails spent waiting in queue before being assigned to an agent, within a report row's scope.
`Ready Duration`	The total, maximum, minimum, or average length of time a report row's scope spent Ready for a skill — logged in, not in a DND state, and not currently on a call.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`Row Count`	The total number of rows on the report.
`Scheduled Callback Count`	The number of calls that entered queue and requested a scheduled callback, within a report row's scope, through the Queue Callback feature.
`Scheduled Callback Percent`	The percentage of calls that entered queue and requested a scheduled callback, within a report row's scope, through the Queue Callback feature.
`Seconds in Timeframe`	The number of seconds in the report's selected time frame.
`Session Parameter Boolean`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a true/false value to match how it was captured.
`Session Parameter Decimal`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a numeric value to match how it was captured.
`Session Parameter Duration`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a duration/time value to match how it was captured.
`Session Parameter Percent`	A Session Parameter is a named value captured mid-call by an IVR action — such as Collect Digits, Confirm Caller Number, Set Parameter, or Data Dip — and made available for the rest of that call's flow. This column surfaces a specific Session Parameter's value, typed as a percentage value to match how it was captured.
`Skill Login Duration`	The total, maximum, minimum, or average length of time a report row's scope spent logged into (enabled for) a Contact Center skill.
`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.
`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.
`Spam Email Count`	The number of emails, within a report row's scope, marked as spam by an agent.
`Speed of Answer`	The total, maximum, minimum, or average time it took to answer a call, within a report row's scope — measured from ringing (or queue, for a group/skill scope) to the call's first Talking event. Does not include talking time or transfers.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, within a report row's scope.
`Time to Accepted Callback`	The total, maximum, minimum, or average time it took a scheduled callback to be accepted, within a report row's scope.
`Time to First Callback`	The total, maximum, minimum, or average time it took CCaaS to make its first attempt at a scheduled callback, 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.
`Unaccepted Callback Count`	The number of scheduled callbacks that went unaccepted when CCaaS attempted to call back, within a report row's scope.
`Unaccepted Callback Percent`	The percentage of scheduled callbacks that went unaccepted when CCaaS attempted to call back, 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.