Tag Report Value Definitions

Abandoned Call Count

This value shows the number of inbound calls associated with the given tag that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

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Abandoned Calls Being Answered

In addition, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, places the calling party on hold, and then the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, because it ended in an event other than a talking or voicemail event. However, it was answered by the agent.

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

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Abandoned Calls in Queue Percent

This value shows the total percent of calls associated with the given tag that were abandoned while in the queue. An abandoned call is a call that did not end in a talking or voicemail event.

For a list of filter definitions for Abandoned Calls in Queue Percent, see the Report Filter Criteria article.

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Abandoned Calls Percent

This value shows the percent of inbound calls associated with the selected tag that did not end in a talking or voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

For a list of filter definitions for Abandoned Calls Percent, see the Report Filter Criteria article.

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Agent Speed of Answer

This value shows the total, maximum, minimum, or average time it took for agents to answer their phones when an inbound call with the given tag came to them. Speed of Answer is defined as the total duration of ringing events associated with an agent before a call's first talking event. Specify one or more agents to only include ringing events associated with those agents.

Note: *This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Queue events.

For a list of filter definitions for Agent Speed of Answer, see the Report Filter Criteria article.

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Answered Call Count

This value shows the total number of inbound calls associated with the given tag that contained at least one Talking event. These are calls that were handled by a live agent.

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

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Answered Calls Percent

This value shows the total percent of inbound calls associated with the given tag that were answered. A call is considered answered when the call includes at least one talking event with the given agent, meaning that agent answered the call.

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

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Call Count

This value shows the total number of calls associated with the given tag.

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

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Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the given tag.

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

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Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given tag.

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

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Group Speed of Answer

This value shows the total, maximum, minimum, or average time it took for the agents in hunt groups to answer their phones when a call with the given tag came to their group.

Group Speed of Answer is defined as the total duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event. Specify one or more groups to only include ringing and queue events associated with those groups.

For a list of filter definitions for Group Speed of Answer, see the Report Filter Criteria article.

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Inbound Call Count

This value shows the number of inbound calls associated with the given tag. An inbound call is a call that originated outside of your phone system and dialed into your phone system.

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

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Ringing Duration

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

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

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Talking Duration

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

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

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Unanswered Call Count

This value shows the number of inbound calls 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.