Appendix

 

Term

Definition

Active CallA call currently in progress.

A call currently in progress.

Answered callAn incoming call answered live (excludes incoming calls answered by auto attendant, ring group, call queue and calls that reach voicemail) or any outgoing call that is connected.

An incoming call answered live (excludes incoming calls answered by auto attendant, ring group, call queue and calls that reach voicemail) or any outgoing call that is connected.

Abandoned call

An incoming call abandoned by the caller before being answered live (excludes calls answered by voicemail).

Missed callA call that was not answered live but reached voicemail or abandoned.

A call that was not answered live but reached voicemail or abandoned.

Unreturned callAn incoming call that entered the PBX and reached voicemail but was not returned by any extension within the PBX.

An incoming call that entered the PBXPrivate Branch Exchange—a private telephone network used within a company. and reached voicemail but was not returned by any extension within the PBX.

DID CallAll incoming calls to DIDs including DIDs leading to auto attendants, call queues, ring groups, and direct to end users. Includes all missed calls. It excludes Ext2Ext calls.

All incoming calls to DIDs including DIDs leading to auto attendants, call queues, ring groups, and direct to end users. Includes all missed calls. Excludes extension to extension calls.

Ext2Ext CallA call between two extensions within the PBX.

A call between two extensions within the PBX.

For the glossary of terms used in the reports, go to:

https://docs.google.com/a/8x8.com/spreadsheets/d/1xDHSJJhXwq02v37oFatlgUVquiDgNziyhIRBdG0XWKc/edit?usp=sharing

 

 


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