Call Report Parameters

% Abandoned

The percentage of calls that were abandoned during the report interval.

(Abandoned/Total) * 100

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

% Answered

The number of answered calls divided by the number of calls that entered the queue minus short calls multiplied by 100.

(Answered/(Answered + Abandoned)) * 100

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Abandoned

The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Abandoned Time

The cumulative amount of time that calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Abandoned within SL

The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report).

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Adjusted Service Level %

The number of calls that were either answered or abandoned within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100.

((In Service Level + Abandoned within SL)/(Answered + Abandoned)) * 100

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams

Agent

The name of the agent who handled the call or a numeric ID code if the call was handled by a capacity-based team resource instead of by a Webex Contact Center agent.

CSR

Agent Start Time

The time the agent picked up the phone and began talking with the caller.

CSR

ANI

The ANI digits delivered with the call. ANI, or Automatic Number Identification, is a service provided by the phone company that delivers the caller's phone number along with the call.

CSR

Answered

The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Answered Time

The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Available Agents

The number of logged-in agents who are currently in the Available state.

Call Snapshot report

Avg Abandoned Time

The total amount of time that calls were in the system before they were abandoned divided by the total number of calls that were abandoned:

Abandoned Time/Abandoned

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Avg Connected Time

The total connected time divided by the total number of calls that were answered during the report interval:

Connected Time/(Answered + Secondary Answered)

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Avg Handle Time

The average length of time spent handling a call (connected time plus wrap-up time), divided by number of answered calls:

Connected Time+Wrap Up Time/(Answered + Secondary Answered)

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Avg IVR Time

The total amount of time that calls were in the IVR system divided by the total number of calls that were in the IVR system.

Real-time Call Interval & Historical Call reports for Entry Points

Avg Queued Time

The total amount of time that calls were in queue divided by the total number of calls that were queued:

Queued Time/Queued

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues.

Avg Speed of Answer

The total answered time divided by the total number of answered calls:

Answered Time/Answered

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Avg Wrap Up Time

The total amount of time agents spent in the Wrap-up state divided by the total number of answered calls:

Wrap Up Time/(Answered + Secondary Answered)

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Blind Transfer Count

The number of times the call was transferred out of the queue by the agent without the first agent consulting or conferencing with the party to whom the call was transferred

CSR

Blind Transfers

The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first agent consulting or conferencing with the party to whom the call was transferred.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Call Duration

The amount of time between when the call arrived at the entry point or queue and when it was terminated.

CSR

Call End Time

The time the call was terminated.

CSR

Call Start Time

The time the call arrived at the entry point or queue.

CSR

Completed

The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not counted.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Conference Count

The number of times the agent established a conference call with the caller and another agent.

CSR

Conference Count

The number of times agents initiated a conference call to an agent or external number.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Conference Time

The amount of time an agent spent in conference with the caller and another agent.

CSR

Connected

The number of calls currently connected to an agent.

Call Snapshot report

Connected Time

The time interval between when calls were answered by an agent or other resource and when the calls were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report.

Real-time call interval reports for Sites, Teams, Queues, & Skills by Queue; Historical Call reports for Queues, Sites, & Teams

Connected Time

The total amount of time the call was connected to an agent (talk time plus hold time).

CSR

Consult Count

The number of times agents initiated a consult with another agent or someone at an external number during a call.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Consult Count

The number of times the agent consulted another agent during the call.

CSR

Consult Errors

The number of times agents did not respond to a consult invitation.

CSR

Consult Time

The amount of time an agent spent consulting with another agent during this call.

CSR

CTQ Answer Count

The number of times consult-to-queue requests were answered.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

CTQ Answer Time

The cumulative amount of time between when consult-to-queue requests were answered and when the consultations ended.

Historical Call reports for Queues, Sites, & Teams

CTQ Request Count

The number of times consult-to-queue requests were initiated.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams; CSR

CTQ Request Time

The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended.

Historical Call reports for Queues, Sites, & Teams; CSR

Current Service Level %

The percentage of calls in queue that have not yet reached the Service Level threshold provisioned for the queue (in a queue report) or skill (in the skill rows of a skills-by-queue report).

Call Snapshot report

Disconnected

The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

DN

The number the caller dialed (DNIS).

All DN Canned report

DNIS

The DNIS digits delivered with the call. DNIS, or Dialed Number Identification Service, is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call.

CSR

Entry Point

The name of the entry point associated with the call.

CSR

From Entry Point

The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

From Entry Point

The number of calls that came in to this entry point from another entry point.

Real-time Call Interval & Historical Call reports for Entry Points

Full Monitored Calls

The number of calls that were monitored from beginning to end.

Monitored Calls report

Handle Time

The amount of time spent handling the call (Connected Time + Wrap Up Time).

CSR

Handle Time

The cumulative amount of time spent handling calls:

Connected Time + Wrap Up Time

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Handle Type

How the call was handled. Possible values:

• park: The call was queued in the Webex Contact Center network and subsequently ended without being distributed to a site.

• park_and_transfer: The call was queued in the Webex Contact Center network and subsequently distributed to a site.

• straight_transfer: The call was distributed to a site upon arrival without being queued in the Webex Contact Center network.

• ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked.

• unknown: This is the default value when no other value overrides it.

CSR

Hold Count

The number of times the call was put on hold.

• CSR

• Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Hold Time

The amount of time the call was on hold in this queue (for a queue CSR) or in all underlying queues (for an entry point CSR).

CSR

In IVR

The number of calls that are currently in the IVR system.

Call Snapshot report

In Queue

The number of calls currently in the queues that are covered in the report. In the case of entry-point reports, this is the number of calls that are currently in queues fed by the entry point.

In entry point and queue reports, you can click a number in this column to display the Age of Calls in Queue pie chart in a pop-up window. The chart displays the number of calls that have been in the queue for the length of time represented by three time segments. The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. For example, if the Longest Time in Queue value is 85 seconds, then 85/3=28.3, which is rounded down to 20, and the chart displays time segments of 20, 40, and 60 seconds.

Call Snapshot report

In Service Level

The number of calls that were answered within the Service Level threshold provisioned for this queue or skill (in a skills interval by queue report).

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams

Invisible Monitored Calls

The number of calls that were monitored using the Invisible mode, which prevents the monitoring session from being displayed on Management Portals other than that of the initiating supervisor.

Monitored Calls report

IVR Ended

The number of calls that ended in the IVR but were not short calls.

Real-time Call Interval & Historical Call reports for Entry Points

IVR Time

The amount of time the call was in the IVR system.

CSR

IVR Time

The cumulative amount of time calls were in the IVR system.

Real-time Call Interval & Historical Call reports for Entry Points

Logged-in Agents

The number of agents who are currently logged in to this team or to all teams at this site. At the queue level, this is the number of agents logged in to all teams at the sites serving this queue.

Call Snapshot report

Longest Call In Queue Time

The longest amount of time a call has been in each queue covered in the report.

Call Snapshot report

Maximum Wait Time

The longest amount of time a call was in the queue waiting to be answered.

Historical Call reports for Queues

Midcall Monitored Calls

The number of calls for which monitoring began after the call was already in progress.

Monitored Calls report

Monitor Flag

Whether or not the call was monitored, coached, or barged in on. Possible values:

• Not Monitored. The call was not monitored

• Monitored. The call was monitored.

• Whisper-Coach. While the call was monitored, the monitoring supervisor coached the agent, but did not barge in on the call.

• Barged-In. While the call was monitored, the monitoring supervisor barged in on the call.The supervisor might have also coached the agent. (If the call was both coached and barged-in on, the value of this parameter is Barged-In).

For information about monitoring, see Monitor Calls.

CSR

New

The number of external calls that came in to the entry point.

Real-time Call Interval & Historical Call reports for Entry Points

New

The number of calls that came into the system by way of a specific dialed number.

All DN Canned report

No. of Transfers

The number of times the call was transferred by an agent.

CSR

Overflow

The number of calls that were sent to the overflow number provisioned for the queue and were answered. Typically, a call is sent to an overflow number if it is queued for longer than the maximum time specified in the routing strategy or because an error occurred when the call was sent to an agent. If the call is not answered, it is included in the Abandoned or Disconnected count when the call ends.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Queue

The name of the queue associated with the call.

CSR

Queue

The name of the queue that was monitored.

Calls Monitored report

Queue Time

The amount of time the call was in a queue waiting to be sent to a destination site.

CSR

Queued

The number of calls that entered the queue during this interval.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Queued Time

The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. Because queued time is calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the report.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Record Flag

Whether or not the call was recorded by Webex Contact Center through the optional call recording feature.

CSR

Requeued

The number of calls that left this queue after having been transferred by the agent to another queue. For calls to be requeued, the first agent clicks the Queue button, selects a queue from the drop-down list, and clicks Transfer.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

S No.

A sequence number identifying each leg of a call as it moves through the Webex Contact Center system. Click an entry in this column to open a window that displays the history of the call throughout its life cycle.

CSR

Secondary Answered

The number of calls that were answered by an agent after being transferred to the agent by another agent.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Service Level%

The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100:

((In Service Level)/(Answered + Abandoned)) * 100

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams.

Session ID

A value assigned by the system that uniquely identifies a call during its life cycle.

CSR

Short

The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being distributed to a destination site or connected to an agent.

Real-time Call Interval & Historical Call reports for Entry Points

Short

The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected to an agent.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Site

The contact center location to which the call was distributed.

CSR

Site

The name of the site that was monitored.

Monitored Calls report

Team

The name of the team to which the call was distributed.

CSR

Team

The name of the team that was monitored.

Monitored Calls report

Terminating Party

Who terminated the call: Agent or Caller

CSR

Termination Type

How the call was terminated. Possible values:

• abandoned: The call was terminated before being distributed to a destination site, but was in the system for longer than the time specified in the Short Call threshold provisioned for the enterprise.

• agent_transfer: The call was transferred from one agent to another.

• transfer_error: The call could not be transferred to the agent.

• normal: The call ended normally.

• reclassified: The call was sent to another entry point.

• transferred: The call was transferred by an agent.

• self_service: The call ended in the IVR.

• short_call: The call was never connected and the total duration of the call was less than the specified Short Call threshold.

• quick_disconnect: The call was connected, but the agent talk time for the call was less than the specified Sudden Disconnect threshold.

• overflow: The call was transferred to the overflow destination number provisioned for the queue. Typically te transfer is because the call was queued for longer than the maximum queue time specified in the routing strategy or because an error occurred when the call was sent to an agent.

CSR

To Entry Point

The number of calls that were transferred to another entry point.

Real-time Call Interval & Historical Call reports for Entry Points

To Queue

The number of calls that were sent to a queue.

Real-time Call Interval & Historical Call reports for Entry Points

Total Monitored Calls

The total number of calls monitored during the report time interval.

Monitored Calls report

Transfer Errors

The number of times an error occurred during the transfer process.

CSR

Transferred

The sum of all calls transferred from this queue to an agent, external DN, or another Webex Contact Center queue:

Transferred Out + Requeued

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Transferred In

The number of calls that were transferred to this entry point by an agent.

Real-time Call Interval & Historical Call reports for Entry Points

Transferred In

The number of calls that entered this queue after being transferred into the queue by an agent who clicked the Queue button, selected a queue from the drop-down list, and clicked Transfer.

Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues

Transferred Number

The phone number to which the agent transferred the call in an agent-to-DN transfer. This parameter appears in the Webex Contact Center window that opens when you click an entry in the S No. (sequence number) column of either an entry point or queue call detail record (CSR).

CSR

Transferred Out

The number of calls that left this queue after being transferred by an agent to an external DN or to another agent. Transferred-out calls result when an agent clicks the Agent button, selects an agent from the drop-down list, and clicks Transfer, or when the agent clicks the DN button, enters a phone number, and clicks Transfer. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first agent completes the transfer to the second party.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams

Wrap Up

The wrap-up code that the agent gave for the call. Note that if the agent wraps up the call after the CSR is generated, the corresponding CSR is updated after the agent selects the wrap-up code for that call.

CSR

Wrap Up Time

The amount of time an agent spent in the Wrap-up state during the call.

CSR

Wrap Up Time

The cumulative amount of time agents spent in the Wrap-up state during the call.

Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Teams