Call List (Segmented) #
The table below shows which fields are available on the Call List (Segmented) template
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Call Info #
| Field Name | Description | Default Field? |
|---|---|---|
| Abandoned | An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. | |
| Answered | Indicates whether the call or call segment was answered or not (Yes or No). | ✔ |
| Area Code | The area code for the Caller ID number. | |
| Billing Code | The billing code that was set against this call. | |
| Call Direction | The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. | ✔ |
| Call Type | The type of call, either Internal (intercom [IC]) or External. | |
| Caller ID Name | The name provided by the network provider as being associated with the Caller ID. | ✔ |
| Caller ID Received | Indicates whether a Caller ID was received for the call (Yes or No). | |
| Conference | The call was part of a conference. | |
| Country | The country for the Caller ID number. | |
| DDI Name | The name provided by the communications system as being associated with the Direct Inward Dial number for the call. | |
| Direct Inward Dial | The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number. | |
| Location | The location for the Caller ID number. | |
| Matched | The call has one or more contact matches. | |
| Number Type | The type (Local, National or International) for the Caller ID number. | |
| Outgoing Caller ID | The telephone number presented on an outgoing call. | |
| Outgoing Caller ID Name | The name presented on an outgoing call. | |
| Outside Number | The telephone number associated with this call. This applies to external calls only. | ✔ |
| Overflowed In | Indicates whether the call overflowed in from a queue or group. | |
| Overflowed Out | Indicates whether the call overflowed out to another location. | |
| Parked Lost | Indicates if the call was lost whilst parked. | |
| Parked? | Indicates whether the call or call segment was parked or not (Yes or No). | |
| Recorded | Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call. | |
| Route Path Name | The Contact Name with the addition of any route information which has been pre-pended by the PBX. | |
| Route Path Number | The Outside Number with the addition of any route information which has been pre-pended by the PBX. | |
| Short Answered | A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. | |
| Short Ringing | A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. | |
| State | The state/province for the Caller ID number (NANPA region only). | |
| Transferred Out | Indicates whether the call was transferred out to another device. | |
| Trunk to Trunk | A call that includes both an incoming and outgoing trunks. |
Call Info (Advanced) #
| Field Name | Description | Default Field? |
|---|---|---|
| Account ID | The ID of the communication system being monitored. | |
| Account Name | The name of the communication system being monitored. | |
| Call ID | The telephone system's unique ID for this call. | |
| Document ID | Document ID. | |
| End Cause | The end event reason code received from the telephone system in relation to this call | |
| Hang-up Cause | The call Hang-up Cause provided by the communications platform. | |
| Interaction ID | The PBX Interaction ID. | |
| Media Server | The media server that handled the call on the Pbx. | |
| PBX Type | The type of PBX the call was made on. | |
| Recording ID | The call recording ID. | |
| SIP Call ID | The unique SIP Call ID for the call leg. |
Call Times #
| Field Name | Description | Default Field? |
|---|---|---|
| Answer Time | The time and date that this call or call segment was answered. This will be empty if the call was not answered. | ✔ |
| Call Duration | The total duration for this call or call segment including ring, hold and talk durations. | ✔ |
| End Time | The time of day that this call or call segment ended. | |
| Hold Time | The total time this call segment spent on hold. | |
| Parked Time | The total time this call segment spent parked. | |
| Ring Time | The ring duration of the call or call segment. | ✔ |
| Start Time | The time the call or call segment started ringing. | ✔ |
| Talk Time | The duration this call segment was in the answered state. | ✔ |
Call Times (%) #
| Field Name | Description | Default Field? |
|---|---|---|
| % Hold Time | The Total Hold Time as a percentage of Total Call Duration. | |
| % Parked Time | The Total Parked Time as a percentage of Total Call Duration. | |
| % Ring Time | The Total Ring Time as a percentage of Total Call Duration. | |
| % Talk Time | The Talk Time as a percentage of Total Call time (external calls only). |
Contact Info #
| Field Name | Description | Default Field? |
|---|---|---|
| Company Name | The company name of the matched contact. | |
| Contact Name | The full name of the matched contact. If there is no contact match, this will be the Caller ID Name. | |
| Contact Tag 1 | The data from tag field 1 of the matching contact record for this call. | |
| Contact Tag 10 | The data from tag field 10 of the matching contact record for this call. | |
| Contact Tag 2 | The data from tag field 2 of the matching contact record for this call. | |
| Contact Tag 3 | The data from tag field 3 of the matching contact record for this call. | |
| Contact Tag 4 | The data from tag field 4 of the matching contact record for this call. | |
| Contact Tag 5 | The data from tag field 5 of the matching contact record for this call. | |
| Contact Tag 6 | The data from tag field 6 of the matching contact record for this call. | |
| Contact Tag 7 | The data from tag field 7 of the matching contact record for this call. | |
| Contact Tag 8 | The data from tag field 8 of the matching contact record for this call. | |
| Contact Tag 9 | The data from tag field 9 of the matching contact record for this call. | |
| CRM ID | The reference of the matched contact in an external CRM system. | |
| The email address of the matched contact. | ||
| Job Title | The job title of the matched contact. |
Users / Devices #
| Field Name | Description | Default Field? |
|---|---|---|
| Agent Name | The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. | |
| Agent Number | The Agent Number (Presence ID) of the Agent. | |
| Answering Agent Name | The name of the first agent that answered the call (if applicable). | |
| Answering Agent Number | The number of the first agent that answered the call (if applicable). | |
| Answering User Number | The number of the first user the call was answered by. This will be empty if the call was not answered. | |
| Conference/Meeting Name | The conference or meeting name. | |
| Conference/Meeting Number | The conference or meeting number. | |
| Device Name | The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device. | |
| Device Number | The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device. | |
| Parked Slot | The parking slots the call or call segment has been parked at. | |
| Queue Name | The name of the queue the current call segment was presented from. | |
| Queue Number | The number of the queue the current call segment was presented from. | ✔ |
| Transferred From Agent | The number of the agent the call was transferred (or overflowed) from. | |
| Transferred From Agent Name | The name of the agent the call was transferred (or overflowed) from. | |
| Transferred From Device | The number of the device the call was transferred (or overflowed) from. | |
| Transferred From Device Name | The name of the device the call was transferred (or overflowed) from. | |
| Transferred From Device Type | The type of the device the call was transferred (or overflowed) from. | |
| Transferred From User Name | The name of the user the call was transferred (or overflowed) from. | |
| Transferred From User Number | The number of the user the call was transferred (or overflowed) from. | |
| Transferred To Agent | The number of the agent the call was transferred (or overflowed) to. | |
| Transferred To Agent Name | The name of the agent the call was transferred (or overflowed) to. | |
| Transferred To Device | The number of the device the call was transferred (or overflowed) to. | |
| Transferred To Device Name | The name of the device the call was transferred (or overflowed) to. | |
| Transferred To Device Type | The type of the device the call was transferred (or overflowed) to. | |
| Transferred To User Name | The name of the user the call was transferred (or overflowed) to. | |
| Transferred To User Number | The number of the user the call was transferred (or overflowed) to. | |
| Trunk Name | Trunk name involved in the call or call segment. | |
| Trunk Number | Trunk number involved in the call or call segment. | |
| User Group Name | The name of the user's primary group. | |
| User Name | The name of the user involved in the call or call segment. | ✔ |
| User Number | The number of the user involved in the call or call segment. | ✔ |
Voicemail Info #
| Field Name | Description | Default Field? |
|---|---|---|
| Voicemail Box Name | The name of the voicemail box a message is stored. | |
| Voicemail Box Number | The number of the voicemail box a message is stored. | |
| Voicemail Left | Indicates if a voicemail message has been left. | |
| Voicemail Message Creation Time | The date and time when the voicemail message was created. | |
| Voicemail Message Deletion Time | The date and time when the voicemail message was deleted. | |
| Voicemail Message Id | The voicemail message id. | |
| Voicemail Message Length | The duration of the voicemail message. | |
| Voicemail Message Save Time | The date and time when the voicemail message was saved. | |
| Voicemail Message State | The current state of the voicemail message, New, Saved or Deleted. | |
| Voicemail Message Wait Time | The duration before a voicemail message was listened to. |
Filter Fields #
This section outlines which filter fields can be used on the Call List (Segmented) template
| Field Name | Description |
|---|---|
| Abandoned | An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. |
| Account ID | The ID of the communication system being monitored. |
| Account Name | The name of the communication system being monitored. |
| Agent Name | The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
| Agent Number | The Agent Number (Presence ID) of the Agent. |
| Answered | Indicates whether the call or call segment was answered or not (Yes or No). |
| Answering Agent Name | The name of the first agent that answered the call (if applicable). |
| Answering Agent Number | The number of the first agent that answered the call (if applicable). |
| Answering User Number | The number of the first user the call was answered by. This will be empty if the call was not answered. |
| Area Code | The area code for the Caller ID number. |
| Billing Code | The billing code that was set against this call. |
| Call Direction | The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent. |
| Call Duration | The total duration for this call or call segment including ring, hold and talk durations. |
| Call Type | The type of call, either Internal (intercom [IC]) or External. |
| Caller ID Name | The name provided by the network provider as being associated with the Caller ID. |
| Company Name | The company name of the matched contact. |
| Conference | The call was part of a conference. |
| Conference/Meeting Name | The conference or meeting name. |
| Conference/Meeting Number | The conference or meeting number. |
| Contact Name | The full name of the matched contact. If there is no contact match, this will be the Caller ID Name. |
| Contact Tag 1 | The data from tag field 1 of the matching contact record for this call. |
| Contact Tag 10 | The data from tag field 10 of the matching contact record for this call. |
| Contact Tag 2 | The data from tag field 2 of the matching contact record for this call. |
| Contact Tag 3 | The data from tag field 3 of the matching contact record for this call. |
| Contact Tag 4 | The data from tag field 4 of the matching contact record for this call. |
| Contact Tag 5 | The data from tag field 5 of the matching contact record for this call. |
| Contact Tag 6 | The data from tag field 6 of the matching contact record for this call. |
| Contact Tag 7 | The data from tag field 7 of the matching contact record for this call. |
| Contact Tag 8 | The data from tag field 8 of the matching contact record for this call. |
| Contact Tag 9 | The data from tag field 9 of the matching contact record for this call. |
| Country | The country for the Caller ID number. |
| CRM ID | The reference of the matched contact in an external CRM system. |
| DDI Name | The name provided by the communications system as being associated with the Direct Inward Dial number for the call. |
| Device Name | The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| Device Number | The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device. |
| Direct Inward Dial | The significant Direct Inward Dial (DDI) digits received from the network provider to identify a call originated via a particular DDI number. |
| Document ID | Document ID. |
| The email address of the matched contact. | |
| End Cause | The end event reason code received from the telephone system in relation to this call |
| Hang-up Cause | The call Hang-up Cause provided by the communications platform. |
| Hold Time | The total time this call segment spent on hold. |
| Interaction ID | The PBX Interaction ID. |
| Job Title | The job title of the matched contact. |
| Location | The location for the Caller ID number. |
| Matched | The call has one or more contact matches. |
| Media Server | The media server that handled the call on the Pbx. |
| Number Type | The type (Local, National or International) for the Caller ID number. |
| Outgoing Caller ID | The telephone number presented on an outgoing call. |
| Outgoing Caller ID Name | The name presented on an outgoing call. |
| Outside Number | The telephone number associated with this call. This applies to external calls only. |
| Overflowed In | Indicates whether the call overflowed in from a queue or group. |
| Overflowed Out | Indicates whether the call overflowed out to another location. |
| Parked Slot | The parking slots the call or call segment has been parked at. |
| Parked Time | The total time this call segment spent parked. |
| PBX Type | The type of PBX the call was made on. |
| Queue Name | The name of the queue the current call segment was presented from. |
| Queue Number | The number of the queue the current call segment was presented from. |
| Recorded | Indicates whether a recording exists for any part of the call. N.B. This does not guarantee that there will be recordings for the whole duration of the call. |
| Ring Time | The ring duration of the call or call segment. |
| Route Path Name | The Contact Name with the addition of any route information which has been pre-pended by the PBX. |
| Route Path Number | The Outside Number with the addition of any route information which has been pre-pended by the PBX. |
| Short Answered | A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls. |
| Short Ringing | A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls. |
| SIP Call ID | The unique SIP Call ID for the call leg. |
| Start Time | The time the call or call segment started ringing. |
| State | The state/province for the Caller ID number (NANPA region only). |
| Talk Time | The duration this call segment was in the answered state. |
| Transferred From Agent | The number of the agent the call was transferred (or overflowed) from. |
| Transferred From Agent Name | The name of the agent the call was transferred (or overflowed) from. |
| Transferred From Device | The number of the device the call was transferred (or overflowed) from. |
| Transferred From Device Name | The name of the device the call was transferred (or overflowed) from. |
| Transferred From Device Type | The type of the device the call was transferred (or overflowed) from. |
| Transferred From User Name | The name of the user the call was transferred (or overflowed) from. |
| Transferred From User Number | The number of the user the call was transferred (or overflowed) from. |
| Transferred Out | Indicates whether the call was transferred out to another device. |
| Transferred To Agent | The number of the agent the call was transferred (or overflowed) to. |
| Transferred To Agent Name | The name of the agent the call was transferred (or overflowed) to. |
| Transferred To Device | The number of the device the call was transferred (or overflowed) to. |
| Transferred To Device Name | The name of the device the call was transferred (or overflowed) to. |
| Transferred To Device Type | The type of the device the call was transferred (or overflowed) to. |
| Transferred To User Name | The name of the user the call was transferred (or overflowed) to. |
| Transferred To User Number | The number of the user the call was transferred (or overflowed) to. |
| Trunk to Trunk | A call that includes both an incoming and outgoing trunks. |
| User Group Name | The name of the user's primary group. |
| User Name | The name of the user involved in the call or call segment. |
| User Number | The number of the user involved in the call or call segment. |
| Voicemail Box Name | The name of the voicemail box a message is stored. |
| Voicemail Box Number | The number of the voicemail box a message is stored. |
| Voicemail Message Creation Time | The date and time when the voicemail message was created. |
| Voicemail Message Deletion Time | The date and time when the voicemail message was deleted. |
| Voicemail Message Id | The voicemail message id. |
| Voicemail Message Length | The duration of the voicemail message. |
| Voicemail Message Save Time | The date and time when the voicemail message was saved. |
| Voicemail Message State | The current state of the voicemail message, New, Saved or Deleted. |