Virtual Office Analytics - Glossary - Call Summary Chart

CALL SUMMARY REPORT: These stats are at the PBXPrivate Branch Exchange—a private telephone network used within a company. level of hierarchy for a given day. By default, the report extracts data from the beginning of the day.

Column Description

Total Inbound Calls

Total number of incoming calls received by the PBX from outside.

Total Outbound Calls

Total number of outgoing calls from the PBX to the outside.

Total Ext2Ext Calls

Total number of calls dialed within the PBX, extension to extension.

Total Answered Calls

Number of calls answered live (excludes calls answered by auto attendant, ring group, call queue and calls that reach voicemail).

Total Missed Calls

Number of calls that were not answered live (Calls that reached voicemail + calls that were abandoned).

Total Abandoned Calls

Number of calls abandoned by the callers before being answered by a live person or before reaching voicemail (Missed calls Calls that reached voicemail).

Active Calls

Number of calls currently in progress at the time of this report. This excludes Ext2Ext calls.

 

 

Additional Statistics (Includes Ext2Ext activity)

Total Call Time

Cumulative duration of all successful calls Ext2Ext and external (dialing + ringing + all call handling time).

Average Call Time

Average length of a call.

Total Talk Time

Cumulative duration of the talk time of all succesful calls (Includes Ext2Ext calls).

Average Talk Time

Average length of a call talk time.

Total Ring Time

Cumulative duration of the ringing time for all calls (Includes Ext2Ext calls).

Average Ring Time

Average duration of ringing time for a call (Includes Ext2Ext calls).

Total Abandoned Time

Cumulative duration of all abandoned calls (all calls where CALLER ends call before being answered) Includes Ext2Ext activity. Includes calls answered by auto attendant but abandoned while waiting in call queue.

Average Abandoned Time

Average length of calls that are abandoned (Includes Ext2Ext calls).

Total Voicemail Calls

Total number of incoming calls that reached voicemail.

 

 

Inbound Statistics (Excludes Ext2Ext activity)

Total Inbound Calls

Total number of calls received by the PBX from outside.

Total Inbound Active Calls

Number of inbound calls in progress at the time of this report.

Total Inbound Answered Calls

Number of incoming calls answered live, (excludes those answered by voicemail or by an auto attendant).

Total Inbound Abandoned Calls

Number of icoming calls abandoned by callers before being answered by a live person or before reaching voicemail.

Total Inbound Missed Calls

Number of calls that were not answered live (calls that reached voicemail + calls that were abandoned).

 

 

Outbound Statistics (Excludes Ext2Ext activity)

Total Outbound Calls

Total number of outgoing calls from the PBX to the outside.

Total Outbound Active Calls

Number of outbound calls in progress at the time of this report.

Total Outbound Answered Calls

Number of outbound calls that were connected (includes all calls answered live or by auto attendant or reached voicemail etc)

Total Outbound Abandoned Calls

Number of outbound calls abandoned before being answered by the destination party.

 

 

Ext2Ext Statistics

Total Ext2Ext Calls

Total number of calls dialed within a PBX, extension to extension.

Total Ext2Ext Active Calls

Number of extension to extension calls in progress at the time of this report.

Total Ext2Ext Answered Calls

Number of calls between extensions that were answered by a live person (excludes calls answered by voicemail or auto attendant etc. ).

Total Ext2Ext Abandoned Calls

Number of calls between extensions abandoned by the caller before being answered.

Total Ext2Ext Missed Calls

Number of calls between extensions that went unanswered (abandoned or that were answered by voicemail).

 

 

 


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