Virtual Office Analytics - Glossary - DID Calls

This report tracks incoming call activity to DIDs including DIDs leading to auto attendants, call queues, ring groups, and direct to end Users. Includes all missed and abandoned calls. But all extension to extensions calls are excluded.

Column

Description

DIDDirect Inward Dialing

The DID number.

Extension

Extension number reached by this DID (for example call quque ext #).

Inbound

Number of inbound calls received by the DID.

Answered

Number of incoming calls answered by this DID.

Missed

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

Abandoned

Number of incoming calls abandoned by callers before being answered by the DID or before reaching voicemail (Missed calls - calls that reached voicemail).

Ring Time

Cumulative duration of ringing before answering incoming calls.

Avg Ring Time

Average duration of ringing before answering incoming calls.

Talk Time

Cumulative duration of the talk time of all successful calls from the time of connection to termination (Includes time on hold).

Avg Talk Time

Average duration of the talk time of all succesful calls.

Wait Time

The waiting time before the call was answered or abadoned - applicable for queued calls.

Avg Wait Time

Average duration of the wait time.

Answered Time

The waiting time before a call is answered by a live person. This is applicable only to queued calls.

Avg Answered Time

Average waiting time before a call is answered by a live person. This is applicable only to queued calls.

Abandoned Time

Cumulative duration of all abandoned calls to this DID (all calls where caller ends call before being answered). This includes Ext 2 Ext activity.

Avg Abandoned Time

The average duration of all abandoned calls to this extension (all calls where caller ends call before being answered). Includes Ext 2 Ext activity.

Same Defs as Call Summary Chart

 

This tracks all calls to a DID from an external PBXPrivate Branch Exchange—a private telephone network used within a company..

 

 


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