Role Report Value Definitions

This article is a comprehensive list of available values and their definitions that you may choose from when creating a custom Role report.

Xima CCaaS User Roles provide a way to create customized Xima CCaaS groups separate from the Skills.

By using Roles you can assign a list of users to a specific role, then, when running a report, creating a Realtime wallboard, etc. you can select the role rather than having to select each individual user.

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Answered Call Count

This value shows the number of inbound calls that included at least one talking event with the agents in the given role, meaning that agent answered the call.

For a list of filter definitions for Answered Call Count, see the Report Filter Criteria article.

Average Calls per Hour

This value shows the average number of calls in which the agents in the given roles participate every hour over the selected time frame.

For a list of filter definitions for Average Calls per Hour, see the Report Filter Criteria article.

Call Count

This value shows the total number of calls associated with the agents within the given roles.

For a list of filter definitions for Call Count, see the Report Filter Criteria article.

Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the agents within the given roles. This means the agents were the receiving party in at least one event in the call.

For a list of filter definitions for Call Duration, see the Report Filter Criteria article.

Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with agents in the given role. The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Feature Duration

This value shows the total, maximum, minimum, or average amount of time the agents within the given role spent with the specified feature enabled.

Features consist of phone activities such as Extension/Skill login, Do Not Disturb/Not Ready, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Duration, see the Report Filter Criteria article.

Inbound Call Count

This value shows the total number of inbound calls that contained at least one event associated with agents within the given role, meaning the agent was involved in the call.

Note: This value includes calls that the agents may not have actively participated in, e.g., an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

For a list of filter definitions for Event Duration, see the Report Filter Criteria article.

Missed Call Count

This value shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Call Count, see the Report Filter Criteria article.

Presented Call Count

This value shows the total number of calls in which agents within the given roles were involved in at least one ringing event, meaning the agent had a chance to participate in the call.

Note:

This column does not look for talking events. A call that contains at least one ringing event will count as presented, regardless of whether or not it was answered.
An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

For a list of filter definitions for Presented Call Count, see the Report Filter Criteria article.

Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events associated with the agents in the given role.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria article.

Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the agents within the given roles.

For a list of filter definitions for Talking Duration, see the Report Filter Criteria article.

Unanswered Call Count

This value shows the total number of incoming calls associated with the given role that did not contain at least one talking event. These are calls that were never handled by a live agent.

For a list of filter definitions for Unanswered Call Count, see the Report Filter Criteria article.

Updated about 1 year ago