Call List (User) #
The table below shows which fields are available on the Call List (User) 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). | ✔ |
| 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. | ✔ |
| Conference | The call was part of a conference. | |
| Direct Inward Dial | The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number. | |
| Matched | The call has one or more contact matches. | |
| Outside Number | The telephone number associated with this call. This applies to external calls only. | ✔ |
| 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. | |
| Refused | Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another). | ✔ |
| 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. |
Call Info (Advanced) #
| Field Name | Description | Default Field? |
|---|---|---|
| Call ID | The telephone system's unique ID for this call. | |
| Connection ID | The unique ID of the connection. | |
| 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. | |
| PBX Type | The type of PBX the call was made on. |
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. | |
| Called User | Called Party User Number associated with the call or call segment. | |
| Called User Name | Called Party User Name associated with the call or call segment. | |
| Calling User Name | Calling Party User Name associated with the call or call segment. | |
| Calling User Number | Calling Party User Number associated with the call or call segment. | |
| 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. | ✔ |
| User Email | The email address of the User. | |
| 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. | ✔ |
Filter Fields #
This section outlines which filter fields can be used on the Call List (User) template.
| Field Name | Description |
|---|---|
| Abandoned | An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail. |
| 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). |
| 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. |
| 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. |
| Direct Inward Dial | The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID 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 |
| Hold Time | The total time this call segment spent on hold. |
| Job Title | The job title of the matched contact. |
| Matched | The call has one or more contact matches. |
| Outside Number | The telephone number associated with this call. This applies to external calls only. |
| 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. |
| Refused | Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another). |
| 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. |
| Start Time | The time the call or call segment started ringing. |
| Talk Time | The duration this call segment was in the answered state. |
| 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. |