The Role 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 CCaaS role — a named set of agents.
To Expect	One role per row.

Metrics

The Role row type offers 46 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`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."
`Answered Call Count`	The number 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 Calls per Hour`	The average number of calls a report row's scope participated in per hour, over the report's selected time frame.
`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.
`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.
`Completed Email Count`	The number of emails, within a report row's scope, that an agent marked complete.
`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 Duration`	The total, maximum, minimum, or average length of time a report row's scope spent with a specified feature enabled.
`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.
`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.
`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.
`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 Call Count`	The number of calls, within a report row's scope, that at least rang (or, for a group/skill scope, entered queue) — meaning that scope had a chance to answer, whether or not it did. A call that went straight to voicemail without ringing or queuing doesn't count.
`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 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.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`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.
`Spam Email Count`	The number of emails, within a report row's scope, marked as spam by an agent.
`Talking Duration`	The total, maximum, minimum, or average duration of Talking events, 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.