The Time row type is a Time-Based-style report, described in full on Row Types. Time-Based reports aggregate values the same way Summary reports do, but bucketed by a time interval instead of by agent, group, or another grouping.

What	Description
It Represents	A time interval — hour of day, day of week, week of month, or month of year.
To Expect	One interval per row, with the same kind of totals as a summary report.

Metrics

The Time row type offers 101 predefined metrics, listed below with their row-type-agnostic definitions.

Metric	Definition
`ACW Count`	The number of times an agent entered the After Call Work (ACW) state, within a report row's scope.
`ACW Duration`	The total length of time an agent spent in the After Call Work (ACW) state, within a report row's scope.
`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.
`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."
`Abandoned Wait Duration`	The total, maximum, minimum, or average length of time a caller waited before abandoning the call, within a report row's scope.
`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.
`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 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 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.
`Chats including Phrase Percent`	The percentage of chat sessions, within a report row's scope, in which a configured key word or phrase was used.
`Completed Email Count`	The number of emails, within a report row's scope, that an agent marked complete.
`Day of Week`	The day of the week a report row's calls took place, available only when the report is broken down by minute, hour, day, week, month, or year.
`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.
`Final Skill Chat Count`	The number of times a report row's scope was the final skill on a chat — the last skill tied to an event in that chat.
`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.
`Handled Call Count`	The number of calls, within a report row's scope, that included a Talking event tied to that scope.
`Handled Call Duration`	The total, maximum, minimum, or average duration of calls, within a report row's scope, that included a Talking event tied to that scope.
`Hold Duration`	The total, maximum, minimum, or average duration a call spent on hold, within a report row's scope.
`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.
`Initial Skill Chat Count`	The number of times a report row's scope was the initial skill on a chat — the first skill tied to an event in that chat.
`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 Group`	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 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 Logged into Extension`	The largest number of agents simultaneously logged into their extensions, at any point during the selected time frame.
`Max Agents Ready`	The largest number of agents simultaneously logged in and ready to take a call for a report row's scope, 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 Agents with Feature Enabled`	The largest number of agents with a specified feature simultaneously enabled, 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.
`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 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 Duration`	The total, maximum, minimum, or average duration of Queue events, 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.
`Queued Call Count`	The number of calls that entered queue, within a report row's scope.
`Queued Chat Duration`	The total, maximum, minimum, or average length of time chats spent waiting 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.
`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.
`Reason Code Count`	The number of times a reason code was used, within a report row's scope. Reason codes are configurable labels agents apply to Do Not Disturb/Not Ready, Group Login, and Extension Login through the Contact Center Agent Client (CCAC).
`Reason Code Duration`	The total, maximum, minimum, or average duration a report row's scope spent under a specific reason code.
`Ringing Duration`	The total, maximum, minimum, or average duration of Ringing events, within a report row's scope.
`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.
`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.
`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.