Virtual Office Analytics - Glossary - Extensions Summary

Column

Description

Extension

Extension number.

First Name

First name of the user assigned to the extension.

Last Name

Last name of the user assigned to the extension.

Inbound (Includes Ext 2 Ext calls)

Total Inbound

Number of inbound calls received by the extension (includes calls from other extensions).

Internal Total number of call received from other extensions within the PBXPrivate Branch Exchange—a private telephone network used within a company..
External Total number of calls received from outside of the PBX.

Total Inbound Answered

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

Total Inbound Missed

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

Total Inbound Abandoned

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

Total Inbound Active

Number of inbound calls in progress at the time of this report. The value is zero, one, or two.

Outbound (Includes Ext 2 Ext calls)

Total Outbound

Number of outgoing calls from the extension to the outside.

Internal Total number of calls dialed out to extensions within the PBX.
External Total number of calls dialed to outside of the PBX.

Total Outbound Answered

Number of outbound calls dialed from the extension that were answered at the destination

(includes answered by person, auto attendant, voicemail etc.).

Total Outbound Abandoned

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

Total Outbound Active

Number of outbound calls in progress from this extension at the time of this report. The value is zero, one, or two.

Total Ring Time

Cumulative duration of ringing before answering incoming calls.

Avg Ring Time

Average duration of ringing before answering incoming calls.

Total Talk Time

Cumulative duration of the talk time of all succesful calls from the time of connection to termination (currently includes the hold time).

Avg Talk Time

Average duration of the talk time of all succesful calls.

Total Abandoned Time

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

Avg Abandoned Time

Average length of calls that are abandoned, including Ext 2 Ext calls.

Total Active

Number of calls currently in progress (inbound active + outbound active). The value is zero, one, or two.

Total Answered

Total number of incoming and outgoing answered calls (Number of incoming calls answered live, excludes calls answered by voicemail or by an Auto Attendant + Number of outbound calls dialed from the extension that were connected at the destination).

Total Missed

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

Total Abandoned

Number of incoming calls abandoned by callers before being answered by this extension + Number of outbound calls abandoned by the extension before being answered by the destination party.

VMVoicemail is a voice message that a caller leaves when the person called cannot be reached. Calls

Total number of incoming calls that reached voicemail.

 

 


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