הקדמה on ~.Dimensions.~

HubSpot

Mon, 01 Jan 0001 00:00:00 +0000

HubSpot #

האינטגרציה בצד השרת של HubSpot מחברת את ~.Dimensions.~ ישירות ל-HubSpot שלך CRM, ומאפשרת חיפוש אוטומטי של אנשי קשר בשיחות והעברת נתוני פעילות שיחות ל-HubSpot ללא צורך בתוסף דפדפן למשתמשי הקצה.

לאחר ההגדרה, ~.Dimensions.~ יהיה:

חפש אוטומטית את מספר הטלפון של המתקשר מול אנשי הקשר של HubSpot כאשר מתקבלת או מתבצעת שיחה
צור רשומת פעילות שיחה ב-HubSpot כאשר השיחה מסתיימת, עם פרטי השיחה
דחוף תמלילים ומשימות מעקב ל-HubSpot שם מופעל אינטליגנציה שיחתית

דרישות מוקדמות #

לפני הגדרת האינטגרציה, ודא שהדברים הבאים קיימים:

הגדרות כלליות

Mon, 01 Jan 0001 00:00:00 +0000

הגדרות כלליות #

הגדרות אלו שולטות בהיבטים שונים ברמת המערכת של הפורטל.

פורטל - נראות תכונות #

כברירת מחדל, כל התכונות של הפתרון מוצגות למשתמשים. כדי לפשט את הממשק עבור המשתמשים, ניתן להסתיר אזורים מסוימים בפתרון אם אינם רלוונטיים. כדי להסתיר תכונה מסוימת, פשוט הסר את הסימון של האפשרויות הרלוונטיות.

מיקום #

רקע	תיאור	ברירת מחדל
קאנטרי	המדינה שנבחרה כאן תשלוט כיצד מעוצבים מספרי טלפון בדוחות ובכל שינוי אזורי אחר.	לא זמין
אזור זמן	בעת ריצת דוחות, זמני השיחות/סטטוס יומרו לאזור זמן זה. בנוסף, סטטיסטיקות יומיות בזמן אמת יאפסו בחצות באזור הזמן הזה.	אזור הזמן של חשבון הלקוח שלך
פסק זמן של סשן	המשתמשים ייתנתקו מהפורטל אם לא יהיו פעילים מעבר לתקופה זו.	120

עמידה בדרישות #

עבור חברות שבהן נתוני לקוחות/לקוחות רגישים, חשוב לוודא שמידע השיחות המאוחסן במערכת אינו מזוהה אישית. זה כולל הבטחה שמישהו לא יוכל לאתר שם באמצעות מספר טלפון כפרמטר חיפוש או להפך.

הערות שחרור

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור #

הסעיפים הבאים מתארים את היסטוריית השחרור של הפתרון ומספקים מידע על תכונות חדשות כאשר הן מתווספות למוצר.

הוצאות #

1.112.0 - 15 בספטמבר 2026 #

מאפיינים

מילון מותאם אישית

Mon, 01 Jan 0001 00:00:00 +0000

מילון מותאם אישית #

אם יש מילים בשיחה שאינן מתועתקות נכון, תוכל להוסיף אותן למילון המותאם אישית. זה מאפשר למערכת לזהות את המילים הללו ולתמלל אותן במדויק בשיחות עתידיות. בדרך כלל, מילים שמתועתקות לא נכון הן שמות מוצרים או שירותים שמשתמשים בהם הלקוח ולמנוע התמלול אין להם מושג.

כדי להוסיף מילה למילון, לחצו על כפתור 'Add Custom Dictionary Entry' ואז מילאו את ההגדרות הבאות בטופס:

החלפה

זו המילה שנכתבה בצורה שגויה ויש להחליף אותה. זהו שדה חובה.

ממשקי משתמש של לוח מחוונים/לוח קיר

Mon, 01 Jan 0001 00:00:00 +0000

ממשקי משתמש של לוח מחוונים/לוח קיר #

גם לוח הבקרה וגם לוח הקיר כוללים ממשקי משתמש דומים. כל אחד תומך בתצוגות שונות שניתן להגדיר כך שיציגו סטטיסטיקות/פילטרים שונים בהתאם לדרישות משתמש או מחלקה שונות.

דעות #

כל תצוגה היא אוסף אריחים שניתן להגדיר כך שיציגו מגוון סטטיסטיקות. ניתן ליצור מספר תצוגות¹ בתוך לוח המחוונים ואזורי לוח הקיר של מרחב העבודה.

בחירה #

בורר התצוגה מספק דרך מהירה לעבור בין תצוגות מוגדרות:

משתמשים

Mon, 01 Jan 0001 00:00:00 +0000

משתמשים #

מדור המשתמשים בפורטל מספק גישה לראות את כל המשתמשים המוגדרים בפלטפורמת התקשורת ולשלוט מי מהם מקבל גישה לפורטל.

הוספה/עריכה של משתמשים #

בנסיבות רגילות, כל המשתמשים בפלטפורמת התקשורת יטענו לפורטל ללא צורך באינטראקציה של המשתמש. כדי להעניק גישה לפורטל משתמשים, לחצו על הקישור 'עריכה' ליד המשתמש ובחרו בתפקיד 'משתמש באתר'.

אם נדרש, ניתן להוסיף ידנית משתמש שאינו בשרת התקשורת כדי לספק גישה לדיווחים על ידי לחיצה על כפתור '+ משתמש חדש'.

ניהול אנשי קשר

Mon, 01 Jan 0001 00:00:00 +0000

ניהול אנשי קשר #

לכל תיקיה שמוגדרת במערכת יש הרשאות ושדות מותאמים אישית משלה שניתן להתאים לשימושים ספציפיים. לכל תיקייה יש גם סט של שדות קבועים (כמו מספרי טלפון ושם) המשמשים בתוך המערכת למטרות ספציפיות.

הגדרות #

נכס	תיאור
שם	שם ידידותי לתיקייה יהיה מוכר על ידי הלקוחות הפנימיים.
תיאור	שם מפורט יותר שמופיע רק באזור תצורת התיקיות.
סוג המקור	הגדרות להגדרת האם אנשי הקשר יתווספו ידנית או ייבאו מקובץ.
גישה גלובלית לכל המשתמשים	שולט במי יש גישה לאנשי קשר בתיקיות.
אפשר למשתמשים להוסיף, לערוך ולהסיר אנשי קשר	שולט מי יש לו גישה לניהול אנשי קשר.

הרשאות גישה #

אם ההגדרה 'גישה גלובלית לכל המשתמשים' מושבתת, ניתן להעניק גישה לתיקייה על בסיס משתמש אחר משתמש מהלשונית 'משתמשים'.

ניהול שיחות & Analytics

Mon, 01 Jan 0001 00:00:00 +0000

ניהול שיחות & Analytics #

פורטל ניתוח השיחות הזה מספק מגוון כלים לניתוח חוויית השיחות של הלקוחות שלכם ולניטור ביצועי הצוות,
הן היסטורית והן בזמן אמת.

המערכת אוספת מידע על כל השיחות, ועוקבת אחרי המקום אליו הועברו השיחות (כולל הודעות ניתוב שיחות/מתמודדים אוטומטיים) ואחסון DID,
פרטי קשר ומידע פנימי כגון משתמשים וסוכנים.

ממשק משתמש #

חלק זה מספק סקירה של ממשק המשתמש של הפורטלים, ומפרט למה כל אזור מיועד.

ניתוח נושאים

Mon, 01 Jan 0001 00:00:00 +0000

ניתוח נושאים #

תצוגת ניתוח הנושאים מספקת סיכום חזותי של הנושאים הנידונים בשיחות שלכם. היא משתמשת בבינה מלאכותית לזיהוי וקבץ נושאים אוטומטית, ונותנת לך מבט כללי על נושאי שיחות מבלי הצורך להאזין להקלטות בודדות.

להסבר כיצד נוצרים נושאים ואשכולות — כולל ההבחנה בין 'נושאים ראשיים' לנושאים נוספים — ראו את הסעיף Topic Analysis ב-Getting Started.

ניתוח נושאים

Mon, 01 Jan 0001 00:00:00 +0000

ניתוח נושאים #

ניתוח נושאים מזהה אוטומטית את הנושאים הנידונים בשיחות שלך. במקום להסתמך על נתונים מתויגים ידנית או חיפושי מילות מפתח, הנושאים מופקים ישירות מהתמלול על ידי בינה מלאכותית — ומעלים את מה שמדובר עליו בפועל, גם כשלא ידעת לחפש אותו.

כיצד נוצרים נושאים #

לאחר תמלול השיחה, הבינה המלאכותית קוראת את השיחה המלאה ומזהה את הנושא הדומיננטי הנדון, ומגדירה אותו כנושא 'נושא ראשי' לשיחה. אם השיחה מכסה יותר מנושא נפרד אחד, מוקצה נושא שני גם הוא כדי ללכוד את הנושא הנוסף.

סרטוני הדרכה

Mon, 01 Jan 0001 00:00:00 +0000

סרטוני הדרכה #

הסרטונים הבאים מספקים סקירה על ממשק המשתמש והתכונות העיקריות של הפתרון.

היכרות עם ממשק המשתמש #

מבוא לכניסה למערכת ולניווט בממשק המשתמש:

#

דיווחים #

הסרטונים הבאים מספקים מידע על איך ליצור, להריץ ולהתאים דוחות היסטוריים:

הקדמה

יצירה ועריכה

למידע נוסף, אנא עיינו בסעיף Reports. #

לוח קיר #

הסרטונים הבאים מספקים סקירה של לוח הקיר והאריחים הזמינים:

קבל את כל המדריכים

Mon, 01 Jan 0001 00:00:00 +0000

קבל את כל המדריכים #

מקבל רשימה של כל התיקיות שהוגדרו בחשבון שלך. לאחר שהרשימה של כל התיקיות נמשכה, ניתן לשלוף פרטים ספציפיים על פריטי התיקייה באמצעות הממשקים האחרים הזמינים.

דוגמה #

בקשה זו תקבל רשימה של כל התיקיות שהוגדרו בחשבון ~.Dimensions.~.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/contactdirectories> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
	"page_size": 1, 
    "data": \[{ 
            "id": "00000000-00000-0000-0000-00000-0000000000", 
            "שם": "הגלובלי שלי", 
            "תיאור": "זהו המדריך הגלובלי שלי", 
            "fields": ["title", "fullName", "companyName", "jobTitle", "phone1", "phone2", "phone3", "phone4", "email", "crmId", "field1", "field2", "field3", "field4", "field5", "field6", "field7", "field8", "field9", "field10", "avatar"]["title", "fullName", "companyName", "jobTitle", "phone1", "phone2", "phone3", "phone4", "email", "crmId", "field1", "field2", "field3", "field4", "field5", "field6", "field7", "field8", "field9", "field10", "avatar"] 
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-05-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

קבלו את כל הדיווחים

Mon, 01 Jan 0001 00:00:00 +0000

קבלו את כל הדיווחים #

מקבל רשימה של כל הדוחות שהוגדרו במרחב עבודה מסוים. לאחר שהרשימה של כל הדוחות נמשכה, ניתן להריץ אותה ולשלוף נתונים באמצעות reportId מסוים.

דוגמה #

בקשה זו תקבל רשימה של כל הדוחות שהוגדרו בתוך מרחב העבודה שצוין.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/workspaces/00000000-0000-0000-0000-000000000001/reports> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
	"page_size": 3, 
    "page_index": 0, 
    "data": [{ 
            "id": "00000000-0000-0000-0000-00000-00000000001", 
            "שם": "רשימת שיחות (מחולקת)" 
        }, { 
            "id": "00000000-00000-0000-0000-0000-00000000002", 
            "שם": "שיחות לפי שם תור" 
        }, { 
            "ID": "00000000-0000-0000-0000-00000-00000000003", 
            "שם": "שיחות על ידי משתמש" 
        }
    ][{
            "id": "00000000-0000-0000-0000-000000000001",
            "name": "Call List (Segmented)"
        }, {
            "id": "00000000-0000-0000-0000-000000000002",
            "name": "Calls by Queue Name"
        }, {
            "id": "00000000-0000-0000-0000-000000000003",
            "name": "Calls by User"
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-05-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

קבלו את כל מרחבי העבודה

Mon, 01 Jan 0001 00:00:00 +0000

קבלו את כל מרחבי העבודה #

מקבל רשימה של כל מרחבי העבודה שהוגדרו בחשבון שלך. לאחר שהרשימה של כל מרחבי העבודה נמשכה, ניתן לבצע שאילתות דוחות מול workspace מסוים באמצעות המזהה הייחודי שלו.

דוגמה #

בקשה זו תקבל רשימה של כל מרחבי העבודה המוגדרים בחשבון ~.Dimensions.~.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/workspaces> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
	"page_size": 2, 
    "page_size": 0, 
    "data": [{ 
            "id": "00000000-0000-0000-0000-00000-00000000001", 
            "name": "Default Workspace", 
            "ברירת מחדל": נכון
        }, { 
            "id": "00000000-00000-0000-0000-0000-00000000002", 
            "שם": "מכירות", 
            "ברירת מחדל": שגוי
        }
    ][{
            "id": "00000000-0000-0000-0000-000000000001",
            "name": "Default Workspace",
            "default": true
        }, {
            "id": "00000000-0000-0000-0000-000000000002",
            "name": "Sales",
            "default": false
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-05-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

שיחות ארוכות

Mon, 01 Jan 0001 00:00:00 +0000

שיחות ארוכות #

תצוגת שיחות ארוכות מזהה את האינטראקציות הארוכות ביותר שלך, מדורגת לפי משך. אורך השיחה הוא לעיתים קרובות אינדיקטור מוביל לבעיות בסיסיות — בין אם צווארי בקבוק בתהליכים, בעיות מורכבות שדורשות הסלמה, מצבי לקוח קשים או טיפול לא יעיל.

למה לעקוב אחרי אורך השיחה? #

זיהוי בעיות תהליכים — עלייה פתאומית במשך השיחה עבור סוג שיחה מסוים או תור מסוים לעיתים מסמנת שמשהו השתנה — מערכת איטית יותר, נוסף שלב תהליך, או שיש בלבול לגבי איך להתמודד עם תרחיש. שיחות ארוכות מצטבצות סביב בעיות מסוימות, מה שמקל על זיהוי אותן מאשר סקירת שיחות בודדות.

תיוג שיחות מטלפון

Mon, 01 Jan 0001 00:00:00 +0000

תיוג שיחות מטלפון #

הדוגמאות הבאות יכולות לשמש כמדריך כיצד לתייג שיחות מסוגי טלפון שונים SIP שונים.

ודאו שערכי המשאיים הזמניים למטה מוחלפים ב-URL המסופק למפתח הטלפון:

{tagId} -> המזהה הייחודי של מופע תגית זה
{value} -> הערך שיש לתייג מול הקריאה
{presenceId} או {userID} -> ~.Dimensions.~ מזהה משתמש או מזהה נוכחות (מספר תוספת) של המשתמש שאליו מוקצה הטלפון. זה נדרש כדי שניתן יהיה לתייג את השיחה הנכונה

All Fields

Mon, 01 Jan 0001 00:00:00 +0000

All Fields #

The table below provides a description of each field available on the system and an overview of which reports/tiles can display the field.

Active Calls #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Active Call' stats are also restricted by customer license level and user roles.

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports	Tiles
Active Calls (callsActive)	double	The total number of active calls (any call whether ringing, queued, held or in progress, external calls only) (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Active Calls (inc. IC) (callsActiveIncInt)	double	The total number of active calls (any call whether ringing, queued, held or in progress, including internal calls).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Active Incoming Calls (callsActiveIn)	double	The total number of incoming active calls (any call whether ringing, queued, held or in progress, external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Active Internal Calls (callsActiveInt)	double	The total number of internal active calls (any call whether ringing, queued, held or in progress).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Active Outgoing Calls (callsActiveOut)	double	The total number of outgoing active calls (any call whether ringing, queued, held or in progress, external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Active Trunk-Trunk Calls (callsTrunkToTrunk)	double	The total number of active trunk to trunk calls, whether ringing, queued, held or in progress.	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge
Connected Calls (callsInProgress)	double	The total number of active calls that are currently in the 'Connected' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Connected Calls (inc. IC) (callsInProgressIncInt)	double	The total number of active calls that are currently in the 'Connected' state, including internal calls.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Incoming Connected Calls (callsInProgressIn)	double	The total number of incoming active calls that are currently in the 'Connected' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Incoming On Hold Calls (callsHeldIn)	double	The total number of incoming active calls that are currently in the 'Hold' state (external calls only).	~.pbx.kazoo.name.~, Teams	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Incoming Parked Calls (callsParkedIn)	double	The total number of incoming parked calls (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Incoming Ringing Calls (callsRingingIn)	double	The total number of incoming active calls that are currently in the 'Ringing' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Internal Connected Calls (callsInProgressInt)	double	The total number of internal active calls that are currently in the 'Connected' state.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Internal On Hold Calls (callsHeldInt)	double	The total number of internal active calls that are currently in the 'Hold' state.	~.pbx.kazoo.name.~, Teams	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Internal Parked Calls (callsParkedInt)	double	The total number of internal parked calls.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Internal Ringing Calls (callsRingingInt)	double	The total number of internal active calls that are currently in the 'Ringing' state.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Longest Active (longestActive)	double	Duration of the longest active call, whether ringing, held or connected (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Active (inc. IC) (longestActiveIncInt)	double	Duration of the longest active call, whether ringing, held or connected (including internal calls).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Connected (longestInProgress)	double	The talk time of the longest connected active call (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Connected (inc. IC) (longestInProgressIncInt)	double	The talk time of the longest connected active call (including internal calls).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Connected Trunk-Trunk (longestInProgressTrnkTrnk)	double	The talk time of the longest connected active trunk to trunk call.	All	None	3 Tiles Tiles Single Stat Dual Stat Cycling Ticker
Longest Parked Call (longestParked)	double	Duration of the longest parked call (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Parked Call+IC (longestParkedIncInt)	double	Duration of the longest parked call, including internal calls.	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Ringing (longestRinging)	double	The ring time of the longest ringing active call (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Ringing (inc. IC) (longestRingingIncInt)	double	The ring time of the longest ringing active call (including internal calls).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Waiting (longestWaiting)	double	The combined ring/queue time of the longest ringing/waiting call (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
Longest Waiting (inc. IC) (longestWaitingIncInt)	double	The combined ring/queue time of the longest ringing/waiting call (including internal calls).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Grids Queue
On Hold Calls (callsHeld)	double	The total number of active calls that are currently in the 'Hold' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
On Hold Calls (inc. IC) (callsHeldIncInt)	double	The total number of active calls that are currently in the 'Hold' state, including internal calls.	~.pbx.kazoo.name.~, Teams	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Outgoing Connected Calls (callsInProgressOut)	double	The total number of outgoing active calls that are currently in the 'Connected' state (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge
Outgoing On Hold Calls (callsHeldOut)	double	The total number of outgoing active calls that are currently in the 'Hold' state (external calls only).	~.pbx.kazoo.name.~, Teams	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge
Outgoing Parked Calls (callsParkedOut)	double	The total number of outgoing parked calls (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Outgoing Ringing Calls (callsRingingOut)	double	The total number of outgoing active calls that are currently in the 'Ringing' state (external calls only).	All	None	4 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge
Parked Calls (callsParked)	double	The total number of parked calls (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Parked Calls (inc. IC) (callsParkedIncInt)	double	The total number of parked calls, including internal calls.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Queuing Calls (callsQueuing)	double	The total number of active calls that are currently in the 'Queuing' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Ringing Calls (callsRinging)	double	The total number of active calls that are currently in the 'Ringing' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Ringing Calls (inc. IC) (callsRingingIncInt)	double	The total number of active calls that are currently in the 'Ringing' state, including internal calls.	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue
Waiting Calls (callsWaiting)	double	The total number of active calls that are currently in the 'Ringing' or 'Queuing' state (external calls only).	All	None	5 Tiles Tiles Single Stat Dual Stat Cycling Ticker Circular Gauge Grids Queue

Agent Status #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Agent/User/Queue Status' stats are also restricted by customer license level and user roles.

Get Directory

Mon, 01 Jan 0001 00:00:00 +0000

Get Directory #

קבל פרטים על תיקייה מסוימת.

דוגמה #

בקשה זו תשלוף את פרטי התיקייה עבור מזהה תיקייה מסוים.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/octet-stream; charset=utf-8
אורך תוכן: xx
{ 
    "page_size": 1, 
    "data": \[{ 
            "id": "00000000-00000-0000-0000-00000-0000000000", 
            "שם": "הגלובלי שלי", 
            "תיאור": "זהו המדריך הגלובלי שלי", 
            "fields": ["title", "fullName", "companyName", "jobTitle", "phone1", "phone2", "phone3", "phone4", "email", "crmId", "field1", "field2", "field3", "field4", "field5", "field6", "field7", "field8", "field9", "field10", "avatar"]["title", "fullName", "companyName", "jobTitle", "phone1", "phone2", "phone3", "phone4", "email", "crmId", "field1", "field2", "field3", "field4", "field5", "field6", "field7", "field8", "field9", "field10", "avatar"] 
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-01-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

אופק

Mon, 01 Jan 0001 00:00:00 +0000

אופק #

פרטי השימוש בפורטל הקלטות #

~.Dimensions.~ משתמש בפורטל ההקלטות המתקדם להורדת הקלטות שיחות מ-Horizon. לשם כך, נדרש חשבון משתמש ייעודי בפורטל ההקלטות המתקדמות.

אנא עקבו אחרי ההוראות למטה כדי ליצור חשבון ייעודי ל-~.Dimensions.~ לשימוש.

ליצירת חשבון משתמש ייעודי עבור ~.Dimensions.~, התחבר לפורטל ההקלטה המתקדם.

בקשת דיווח לאחר מכן

Mon, 01 Jan 0001 00:00:00 +0000

בקשת דיווח לאחר מכן #

פרסם בקשה להריץ דוח לתקופה מסוימת (dateFilter).

דוגמה לשימוש במסנן תאריך מוגדר מראש #

בקשה זו תריץ דוח לרבעון הנוכחי. גוף ההחזרה מכיל את ה-'requestId' שניתן להשתמש בו לשאילתת מצב הדוח ולשליפת מערך הנתונים.

בקשה #

 
POST <https://api.eu.myreports.cloud/api/v1.0/workspaces/00000000-0000-0000-0000-000000000001/reports/00000000-0000-0000-0000-000000000001/requests> HTTP/1.1
סוג תוכן: application/json
הרשאה: נושא {TOKEN}
קשר: לשמור בחיים
{ 
    "reportId": "00000000-00000-0000-0000-0000-00000000001", 
    "filterId": "00000000-00000-0000-0000-0000-000000000001", 
    "dateFilter": { 
        "presetName": "ThisQuarter" 
    }, 
    "תנאים נוספים" : \[]

}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
    "data": { 
        "requestId": "00000000-00000-0000-0000-00000-00000000005", 
        "locale": "en-GB", 
        "reportId": "00000000-00000-0000-0000-0000-00000000001", 
        "תאריך": "2025-09-22T15:23:01.0201791+00:00", 
        "dateFilter": { 
            "presetName": "ThisQuarter", 
            "presetFilterObject": { 
                "יחידות": 5, 
                "הזזה": 0, 
                "אורך": 1, 
                "מצב עיגול": 1, 
                "daysOfWeek": 127
            }, 
            "daysOfWeek": 127
        }, 
        "זמן התחלה": "2025-07-01T00:00:00+01:00", 
        "סוף זמן": "2025-09-22T16:08:01.02159+01:00" 
    }, 
    "סטטוס": "הצלחה", 
    "חותמת זמן": "2025-09-22T15:23:02.2982477Z" 
}

דוגמה באמצעות טווח תאריכים קבוע #

דוחות צפייה

Mon, 01 Jan 0001 00:00:00 +0000

דוחות צפייה #

הסעיפים הבאים מכסים את ממשק צופה הדוחות ומסבירים כיצד לעצב מחדש דוח, לשנות את טווח התאריכים או להחיל מסנן.

ממשק הדוח #

תצוגת הדוח מציגה דוח גמור בפורמט רשת.

כל אחד מהשדות שצוינו בתצורת הדוח מוצג בסדר שהוגדר בדיוק.
למידע נוסף על הנתונים המוצגים בשדה מסוים, העבר את העכבר מעל כותרת שדה כדי להציג את תיאור השדה.

דוגמה לטיפ כלים לשדה 'Total In (Inc. IC)':

דרישות

Mon, 01 Jan 0001 00:00:00 +0000

דרישות #

דפדפנים #

האתר תוכנן לעבוד על רוב הדפדפנים המודרניים. זה כולל:

Chrome
Firefox
Edge (New Chromium version)
Safari

ודא שאתה מריץ את הגרסה האחרונה של הדפדפן שבחרת כדי להימנע מבעיות תאימות.

Amazon FireTV #

כדי לגשת ל-Wallboard מ-Amazon Fire TV, יש לעמוד בדרישות הבאות:

FireTV OS 6 ומעלה
חשמל USB ברשת הראשית
גישה לאינטרנט (דרך WiFi או באמצעות מתאם Ethernet FireTV Ethernet Adapter)
הטלוויזיה חייבת לעמוד בדרישות FireTV (HDMI input, רזולוציית 1080 וכו').

הגדרות משתמש

Mon, 01 Jan 0001 00:00:00 +0000

הגדרות משתמש #

לכל משתמש שנכנס למערכת קיימות הגדרות בסיסיות שחלות רק עליו. ניתן לגשת להגדרות מבוססות המשתמש על ידי בחירת אפשרות 'הפרופיל שלי' מתפריט ההקשר של המשתמש בתחתית אפשרויות הניווט בפורטל:

ההגדרות המפורטות להלן ניתנות לעדכון לפי דרישת המשתמש המחובר.

הפרטים שלך #

החלק הזה מכיל מידע בסיסי למשתמשים.

שם משתמש #

שם המשתמש משמש להתחברות למערכת כאשר אינם משתמשים ב-Single Sign-On. שם המשתמש מתוקן בעת יצירת חשבון המשתמש ואי אפשר לשנותו. שם המשתמש מוצג כאן רק לצורך עיון.

הקלטת השמעה

Mon, 01 Jan 0001 00:00:00 +0000

הקלטת השמעה #

אם שיחה נבחרה הוקלטה ויש לך הרשאה לגשת אליה, נגן ההקלטה אמור להציג בתצוגת השיחה עבור כל שיחה נבחרת:

כדי להשמיע את השיחה, פשוט לחצו על אייקון ההפעלה. ההקלטה תתנגן דרך נגן המדיה המוטמע.

הורדת הקלטה #

לאחר שהתחלת בהשמעת ההקלטה, תהיה אפשרות להורדה שתאפשר להוריד את ההקלטה כקובץ שמע:

חלוקת שיחות

Mon, 01 Jan 0001 00:00:00 +0000

חלוקת שיחות #

סגמנטציה של שיחות הוא השם שניתן לאופן שבו המערכת מדמה שיחות טלפון. הבנת האופן שבו שיחות מודלים חשובה להבנת הנתונים המוצגים על דוחות ולוחות קיר.

החלק הבא מסביר כיצד המערכת מדמה שיחות, ההבדל בין קריאות חד-מקטעיות/רב-מקטעיות ומה ההשפעה שלהן על הנתונים המוצגים.

מהי סגמנטציה של שיחות? #

שיחות טלפון יכולות לנוע בין פשוטות יחסית עם שני חיבורים בלבד, לבין מקרים מורכבים יותר כמו העברות מרובות או שיחות ועידה.
המערכת עוקבת אחרי כל המידע על שיחת טלפון באמצעות מודל של סשנים, קטעים וחיבורים.

ייבוא נתוני יצירת קשר

Mon, 01 Jan 0001 00:00:00 +0000

ייבוא נתוני יצירת קשר #

הדרך הקלה והמהירה ביותר למלא תיקייה היא לייבא את הנתונים באמצעות קובץ CSV.

פורמט #

כל קובץ CSV צריך לכלול את שדות הקשר בסדר הנכון כדי שהייבוא יצליח. סדר השדות הנדרש עבור CSV מוצג בטופס 'ייבוא':

'תואר, שם מלא, שם חברה, תפקיד, טלפון 1, טלפון 2, טלפון 3, טלפון 4, אימייל,CRM מזהה, שדה 1, שדה 2, שדה 3, תחום 4, תחום 5, תחום 6, תחום 7, תחום 8, תחום 9, תחום 10'

ניהול לוחות מחוונים ולוחות קיר

Mon, 01 Jan 0001 00:00:00 +0000

ניהול לוחות מחוונים ולוחות קיר #

סעיף זה מפרט את ההגדרות הזמינות להתאמה אישית של לוח מחוונים/תצוגת קיר עם אריחים, פילרים וצבעים חדשים.

אריחים #

כל תצוגה ניתנת להתאמה אישית עם מגוון אריחים נתמכים להצגת המידע הנדרש. בהתאם להרשאות סביבת העבודה, משתמשים יכולים להוסיף ולהסיר אריחים, לשנות את המראה, לסנן ולהעביר אריחים בכל עת.

הוספה/עריכה #

לפני שניתן להוסיף או להעביר אריחים, יש לפתוח את התצוגה. זה כדי למנוע הזזה מקרית של אריחים במהלך הצפייה הרגילה.

ניתוח סנטימנט

Mon, 01 Jan 0001 00:00:00 +0000

ניתוח סנטימנט #

ניתוח סנטימנטים מודד את טון השיחה — האם השפה שבה משתמשים היא חיובית, ניטרלית או שלילית. במקום לתת ציון אחד לכל השיחה, ~.Dimensions.~ עוקב אחרי הסנטימנטים בנפרד עבור הלקוח והמשתמש, ועוקב אחרי השינויים במהלך השיחה.

כיצד מודדים רגש #

לאחר תמלול השיחה, הבינה המלאכותית מעריכה את השפה שבה משתמש כל דובר במהלך השיחה. מילים, ביטויים ודפוסי דיבור מוערכים כדי לקבוע האם הטון בכל נקודה בשיחה הוא חיובי, ניטרלי או שלילי.

קבוצות משתמשים

Mon, 01 Jan 0001 00:00:00 +0000

קבוצות משתמשים #

סעיף זה מאפשר לראות את כל קבוצות המשתמשים שהוגדרו במוצר ולנהל אילו משתמשים הם חברים בכל אחת.

קבוצות משתמשים מספקות אפשרות לקיבוץ לוגי של משתמשים במערכת יחד. קיבוץ זה יכול לשמש בדוחות למעקב אחר ביצועים או לסינון קריאות מסוימות.

חברות בקבוצה אינה חובה למשתמשים וניתן להפוך אותם לחברים במספר קבוצות (לשימוש עתידי).

קבוצות משתמשים עיקריות #

כאשר מוסיפים משתמש לקבוצה, ניתן להפוך אותה ל'קבוצה הראשית' שלהם. קבוצות ראשיות משמשות למעקב אחר שיחות נגד קבוצות. משתמש יכול להיות חבר בשתי קבוצות שונות או יותר, ולכן לצורך דיווח, שיחות טלפון יתויגו רק עם הקבוצה הראשית של המשתמש, לא עם כל קבוצה שהוא חבר בה.

שיחות אבודות

Mon, 01 Jan 0001 00:00:00 +0000

שיחות אבודות #

תצוגת השיחות האבודות מזהה שיחות שננטשו — לקוחות שניתקו לפני שהגיעו למשתמש. כל שיחה אבודה מייצגת חיבור שלא נעלם, ומעקב אחר השיחות מגלה האם לקוחות עוזבים בגלל זמני המתנה, בלבול בניתוב, בעיות במערכת או תסכול.

למה לעקוב אחרי שיחות אבודות? #

זיהוי בעיות ניתוב ותור — עלייה פתאומית בשיחות נטושות בתור מסוים מעידה לעיתים קרובות על בעיות גודל (מעט מדי משתמשים לנפח שיחה), תצורת ניתוב שגויה, או בעיות מערכת שגורמות לזמני המתנה מופרזים. שיחות אבודות הן אות אזהרה מוקדמת.

שתיקה בשיחות

Mon, 01 Jan 0001 00:00:00 +0000

שתיקה בשיחות #

תצוגת שתיקה בשיחות מנתחת תקופות שבהן אף אחד מהצדדים לא מדבר במהלך שיחה. בעוד שחלק מהשתיקה היא טבעית — משתמש מחפש חשבון, או הפסקה קצרה בזמן שהלקוח חושב — שתיקה מופרזת או מתוזמנת בצורה לקויה יכולה להיות אינדיקציה משמעותית לבעיות בטיפול בשיחות, ביטחון סוכן או יעילות תהליכים.

למה שקט חשוב #

ניתוח שתיקה מספק שכבת תובנה שתמלול ורגש לבדם אינם יכולים. שיחה יכולה להיות בעלת שפה מנומסת ורגשות חיוביים, אך עדיין להכיל תקופות ארוכות של שתיקה שמסמלות חיכוך, היסוס או כישלון תהליך.

תחומי עסקים

Mon, 01 Jan 0001 00:00:00 +0000

תחומי עסקים #

מדור תחומי העסק מספק דרך לסווג ולארגן את האינטראקציות עם הלקוחות שלך בהתבסס על פונקציה עסקית או מחלקה אליה הם קשורים. זה יכול לעזור לך לקבל תובנות לגבי אילו תחומים בעסק שלך מייצרים את האינטראקציות הרבות ביותר עם הלקוחות, ולזהות מגמות או דפוסים בהתנהגות הלקוח.

התיאורים המוזנים על כל תחום עסקי משמשים בהנחיות הבינה המלאכותית כדי לספק הקשר לסוגי האינטראקציות שיש לסווג בכל תחום עסקי, ולכן חשוב לוודא שהם תיאוריים ומדויקים.

תיוג שיחות באמצעות זרימת שיחה

Mon, 01 Jan 0001 00:00:00 +0000

תיוג שיחות באמצעות זרימת שיחה #

ניתן לתייג שיחות ישירות מ-~.pbx.kazoo.name.~ Call Flows, מה שמאפשר תיוג שיחות בקטגוריות (מכירות, תמיכה...) או דגלים (VIP...) כאשר הן מנותבות דרך פלטפורמת התקשורת.

כדי לתייג שיחה מזרם קריאה, הוסף 'Webhook' לזרימת השיחה מתפריט 'מתקדם':

לאחר מכן הגדר את ה-webhook עם הפרמטרים הבאים:

URL: העתק את URL מדף התגיות והדביק כאן, תוך זכור להחליף את ה-placeholder {value} עם הערך שברצונך לתייג בו את הקריאה.

תמלול וסיכום

Mon, 01 Jan 0001 00:00:00 +0000

תמלול וסיכום #

אם התמלול הופעל בחשבונך, תוכל לצפות בתמלול השיחות יחד עם סיכום של השיחה. ניתן להפעיל תמלול על בסיס משתמש למשתמש.

סיכום השיחה יוצג בלשונית 'סקירה' בתצוגת השיחה. התקציר יכלול תקציר קצר של השיחה והתוכן הכללי.

עותק של התקציר ניתן להעתיק ללוח הקליפבורד על ידי לחיצה על אייקון ההעתקה בפינה הימנית העליונה של תיבת הסיכום.

ציר זמן #

ציר הזמן של התמלול יוצג מעל ממשק ההשמעה של ההקלטה. ציר הזמן יציג את שני הצדדים בשיחה ומתי הם דיברו.

יצירה ועריכת דוחות

Mon, 01 Jan 0001 00:00:00 +0000

יצירה ועריכת דוחות #

כל דוח שמוגדר במערכת יכול להיות מוגדר כך שיתאים לדרישות ספציפיות בצורה מדויקת יותר. דוח מוגדר על פי ההגדרות הבאות:

פרטים
מסננים
שדה
מיון

בעת יצירת מופע דוח חדש, יש לבחור תבנית דוח ולמופע הדוח יש לקבל שם כדי לזהות אותו באופן ייחודי בתוך מרחב העבודה.

פרטים #

בחירת תבנית #

תבניות דוח מגדירות אילו נתונים הדוח ייגש אליו וכיצד הנתונים יוצגו.
קיים מגוון רחב של תבניות לבחירה מהן בעת יצירת דוח שמספקות תצוגות שונות של נתוני השיחה.

Abandoned Calls by Day

Mon, 01 Jan 0001 00:00:00 +0000

Abandoned Calls by Day #

The table below shows which fields are available on the Abandoned Calls by Day template.

Abandoned Calls by Day & Time

Mon, 01 Jan 0001 00:00:00 +0000

Abandoned Calls by Day & Time #

The table below shows which fields are available on the Abandoned Calls by Day & Time template.

Abandoned Calls by Month

Mon, 01 Jan 0001 00:00:00 +0000

Abandoned Calls by Month #

The table below shows which fields are available on the Abandoned Calls by Month template.

Abandoned Calls by Time

Mon, 01 Jan 0001 00:00:00 +0000

Abandoned Calls by Time #

The table below shows which fields are available on the Abandoned Calls by Time template.

Abandoned Calls by Week

Mon, 01 Jan 0001 00:00:00 +0000

Abandoned Calls by Week #

The table below shows which fields are available on the Abandoned Calls by Week template.

Agent Away Reason Summary

Mon, 01 Jan 0001 00:00:00 +0000

Agent Away Reason Summary #

The table below shows which fields are available on the Agent Away Reason Summary template.

Agent Status Detail

Mon, 01 Jan 0001 00:00:00 +0000

Agent Status Detail #

The table below shows which fields are available on the Agent Status Detail template.

Agent Status Summary

Mon, 01 Jan 0001 00:00:00 +0000

Agent Status Summary #

The table below shows which fields are available on the Agent Status Summary template.

Agent Summary

Mon, 01 Jan 0001 00:00:00 +0000

Agent Summary #

The table below shows which fields are available on the Agent Summary template.

All Filter Fields

Mon, 01 Jan 0001 00:00:00 +0000

All Filter Fields #

The table below provides a description of each filter field available on the system and details of which reports they can be used on.

Agent Times #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Agent State (agtState)	double (Agent State)	The availability state of an agent at a particular time.	All	2 Reports Agent Away Reason Summary Agent Status Detail
Duration (agtEvtDuration)	double	The length of time an agent was in a particular state.	All	Agent Status Detail
Away Reason (agtAwayReason)	string	Away Reason	All	2 Reports Agent Away Reason Summary Agent Status Detail
The Previous Agent State (prevAgentState)	double	The previous availability state of an agent at a particular time.	All	Agent Status Detail
The Next Agent State (nextAgentState)	double	The next availability state of an agent at a particular time.	All	Agent Status Detail

Conversational Intelligence #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
User Sentiment (usr)	double	The User side sentiment.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
User Sentiment Band (usrLbl)	string	The User side sentiment band.	All	15 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Sentiment (User) Teams Call List
Customer Sentiment (cust)	double	The Customer side sentiment.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
Customer Sentiment Band (custLbl)	string	The Customer side sentiment band.	All	15 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Sentiment (Customer) Teams Call List
User Sentiment Trend (usrTrd)	double	The User side sentiment trend.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
User Sentiment Trend Band (usrTrdLbl)	string	The User side sentiment trend band.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
Customer Sentiment Trend (custTrd)	double	The Customer side sentiment trend.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
Customer Sentiment Trend Band (custTrdLbl)	string	The Customer side sentiment trend band.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
Primary Topic (pri)	string	The Primary Topic of the call.	All	28 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List
Total Silence Time (sil)	double	The silence duration of the call or call segment.	All	15 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Silence Time Teams Call List
User Speaking Time (usrSpk)	double	The time the User was speaking in the call or call segment.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
Customer Speaking Time (custSpk)	double	The time the Customer was speaking in the call or call segment.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List
% Silence Time (perSilOfTalkTime)	double	The totSilenceTime as a percentage of Total Talk Time.	All	5 Reports Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk)
Keyword Name (trkName)	liststringcomplex	The name of the keyword	All	66 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Ring Time Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Keyword Matches (trkCnt)	listdoublecomplex	The number of keyword matches	All	66 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Ring Time Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Business Area (busFunc)	string	The primary business area.	All	28 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List
Detailed Topic (topicDet)	string	The detailed topic of the call	All	28 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List
Topic Cluster (topicCat)	string	The topic cluster of the call	All	28 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List

Call Info #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Short Ringing (aband)	boolean	A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls.	All	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Short Ringing Outbound (abandOut)	boolean	A call is designated as Short Ringing when it is not answered, outbound and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls.	All	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Answered (ans)	boolean	Indicates whether the call or call segment was answered or not (Yes or No).	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Call Direction (callDir)	double (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.	All	81 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Call Type (callType)	double (Call Type)	The type of call, either Internal (intercom [IC]) or External.	All	76 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
Outside Number (cli)	string	The telephone number associated with this call. This applies to external calls only.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Direct Inward Dial (ddi)	string	The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Abandoned (lost)	boolean	An incoming call that was not answered by a device/agent/user or relevant Mailbox/Voicemail.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Overflowed In (ovfIn)	boolean	Indicates whether the call overflowed in from a queue or group.	All	24 Reports Agent Status Summary Agent Summary Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
Overflowed Out (ovfOut)	boolean	Indicates whether the call overflowed out to another location.	All	24 Reports Agent Status Summary Agent Summary Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
Refused (ref)	boolean	Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another).	All	21 Reports Agent Status Summary Agent Summary Call Cost by User Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
Short Answered (short)	boolean	A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls.	All	81 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Transferred In (xfrIn)	boolean	Indicates whether the call was transferred in from another device.	All	5 Reports Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk)
Transferred Out (xfrOut)	boolean	Indicates whether the call was transferred out to another device.	All	5 Reports Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk)
Caller ID Name (cliName)	string	The name provided by the network provider as being associated with the Caller ID.	All	33 Reports Call Cost by Number Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Number Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
DID Name (ddiName)	string	The name provided by the communications system as being associated with the Direct Inward Dial number for the call.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by DID Teams Call List Teams Call List (User)
Trunk to Trunk (trnkToTrnk)	boolean	A call that includes both an incoming and outgoing trunks.	All	59 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Area Code (cliArea)	string	The area code for the Caller ID number.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Area Code Teams Call List Teams Call List (User)
Country (cliCntry)	string	The country for the Caller ID number.	All	15 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Country Calls by State/Province Teams Call List Teams Call List (User)
Location (cliLoc)	string	The location for the Caller ID number.	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Location Teams Call List Teams Call List (User)
State (cliState)	string	The state/province for the Caller ID number (NANPA region only).	All	14 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by State/Province Teams Call List Teams Call List (User)
Route Path Number (routePathId)	string	The Outside Number with the addition of any route information which has been pre-pended by the PBX.	~.pbx.kazoo.name.~, Teams	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Route Path Name (routePathName)	string	The Contact Name with the addition of any route information which has been pre-pended by the PBX.	~.pbx.kazoo.name.~, Teams	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Number Type (cliType)	double (Number Type)	The type (Local, National or International) for the Caller ID number.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Recorded (hasRec)	boolean	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.	All	15 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Teams Call List Teams Call List (User)
Outgoing Caller ID (outCli)	string	The telephone number presented on an outgoing call.	All	67 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Ring Time Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Outgoing Caller ID Name (outCliName)	string	The name presented on an outgoing call.	All	67 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Ring Time Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
DID Name/Presentation Name (dstName)	string	The DID name or the presentation number name.	All	74 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
DID/Presentation Number (dstNum)	string	The DID number or the presentation number.	All	74 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Billing Code (bill)	string	The billing code that was set against this call.	3CX	13 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Billing Code Teams Call List
Conference (conference)	boolean	The call was part of a conference.	All	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
PSTN Call (pstn)	boolean	Flag to indicate that this is part of a PSTN call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers

Call Info (Advanced) #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Document ID (docId)	exactstring	Document ID.	All	41 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
End Cause (endCause)	string (End Cause)	The end event reason code received from the telephone system in relation to this call	All	7 Reports Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Call List (User Recorded Calls) Call List (User)
Interaction ID (intId)	string	The PBX Interaction ID.	All	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Media Server (mediaSrv)	string	The media server that handled the call on the PBX.	All	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Account ID (siteId)	string	The ID of the communication system being monitored.	All	84 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Away Reason Summary Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Account Name (siteName)	string	The name of the communication system being monitored.	All	84 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Away Reason Summary Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Hang-up Cause (hangupCause)	string	The call Hang-up Cause provided by the communications platform.	All	31 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
SIP Call ID (sipCallId)	string	The unique SIP Call ID for the call leg.	All	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
PBX Type (pbxType)	string (PBX Type)	The type of PBX the call was made on.	All	80 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Start Cause (startCause)	existdouble	The start event reason code received from the telephone system in relation to this call	All	7 Reports Call Cost by User Call List (User Recorded Calls) Call List (User) Calls by User Calls by User Group Calls Completed by Agent Calls Completed by User

Call Times #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Call Duration (duration)	double	The total duration for this call or call segment including ring, hold and talk durations.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Hold Time (hold)	double	The total time this call segment spent on hold.	~.pbx.kazoo.name.~, Teams	78 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers Trunk Usage
Ring Time (ring)	double	The ring duration of the call or call segment.	All	78 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers Trunk Usage
Start Time (start)	datetime	The time the call or call segment started ringing.	All	84 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Away Reason Summary Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Talk Time (talk)	double	The duration this call segment was in the answered state.	All	81 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Parked Time (park)	double	The total time this call segment spent parked.	All	63 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers Trunk Usage
Conference/Meeting Scheduled End Time (confEnd)	datetime	The conference or meeting scheduled end time.	Teams	2 Reports Teams Call List Teams Call List (User)
Conference/Meeting Early Start (confPre)	double	The conference or meeting early start time.	Teams	2 Reports Teams Call List Teams Call List (User)
Conference/Meeting Scheduled Duration (confSchDur)	double	The conference or meeting number scheduled duration.	Teams	Teams Call List
Conference/Meeting Scheduled Start Time (confStart)	datetime	The conference or meeting scheduled start time.	Teams	2 Reports Teams Call List Teams Call List (User)
Poll Attempts (polls)	double	The number of times queue calls was presented to an agent	All	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List

Call Totals #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Conference/Meeting Overrun (confOvr)	double	The conference or meeting overrun time.	Teams	2 Reports Teams Call List Teams Call List (User)

Contact Info #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Contact Tag 1 (tagFld1)	string	The data from tag field 1 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 10 (tagFld10)	string	The data from tag field 10 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 2 (tagFld2)	string	The data from tag field 2 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 3 (tagFld3)	string	The data from tag field 3 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 4 (tagFld4)	string	The data from tag field 4 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 5 (tagFld5)	string	The data from tag field 5 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 6 (tagFld6)	string	The data from tag field 6 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 7 (tagFld7)	string	The data from tag field 7 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 8 (tagFld8)	string	The data from tag field 8 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Tag 9 (tagFld9)	string	The data from tag field 9 of the matching contact record for this call.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Matched (hasContMatch)	boolean	The call has one or more contact matches.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Company Name (compName)	string	The company name of the matched contact.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Contact Name (contName)	string	The full name of the matched contact. If there is no contact match, this will be the Caller ID Name.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
CRM ID (crmId)	string	The reference of the matched contact in an external CRM system.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Email (email)	string	The email address of the matched contact.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Job Title (jobTitle)	string	The job title of the matched contact.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers

Users / Devices #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Agent Name (agentName)	string	The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Agent Number (agentNum)	string	The Agent Number (Presence ID) of the Agent.	All	82 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Answering Agent Name (ansAgentName)	string	The name of the first agent that answered the call (if applicable).	All	59 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Answering Agent Number (ansAgentNum)	string	The number of the first agent that answered the call (if applicable).	All	59 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Answering Device Name (ansDevName)	string	The name of the first device the call was answered at. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Answering Device Number (ansDevNum)	string	The number of the first device the call was answered at. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Answering User Name (ansUserName)	string	The name of the first user the call was answered by. This will be empty if the call was not answered.	All	60 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
Answering User Number (ansUserNum)	string	The number of the first user the call was answered by. This will be empty if the call was not answered.	All	60 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
Device Name (extName)	string	The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device.	All	76 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
Device Number (extNum)	string	The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device.	All	76 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Top Dialed Numbers Top Received Numbers
First Rang Agent Name (firstAgentName)	string	The name of the first agent the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang Agent Number (firstAgentNum)	string	The number of the first agent the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang Device Name (firstDevName)	string	The name of the first device the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang Device Number (firstDevNum)	string	The number of the first device the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang User Name (firstUserName)	string	The name of the first user the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang User Number (firstUserNum)	string	The number of the first user the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Queue Name (hgName)	string	The name of the queue the current call segment was presented from.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers Trunk Usage
Queue Number (hgNum)	string	The number of the queue the current call segment was presented from.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Agent Status Detail Agent Status Summary Agent Summary Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers Trunk Usage
Last Rang Agent Name (lastAgentName)	string	The name of the last agent the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang Agent Number (lastAgentNum)	string	The number of the last agent the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang Device Name (lastDevName)	string	The name of the last device the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang Device Number (lastDevNum)	string	The number of the last device the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang User Name (lastUserName)	string	The name of the last user the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang User Number (lastUserNum)	string	The number of the last user the call rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
User Name (userName)	string	The name of the user involved in the call or call segment.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
User Number (userNum)	string	The number of the user involved in the call or call segment.	All	79 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers
Transferred From Agent Name (xfrFromAgentName)	string	The name of the agent the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred From Agent (xfrFromAgentNum)	string	The number of the agent the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred From Device Name (xfrFromDevName)	string	The name of the device the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred From Device (xfrFromDevNum)	string	The number of the device the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred From User Name (xfrFromUserName)	string	The name of the user the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred From User Number (xfrFromUserNum)	string	The number of the user the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To Agent Name (xfrToAgentName)	string	The name of the agent the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To Agent (xfrToAgentNum)	string	The number of the agent the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To Device Name (xfrToDevName)	string	The name of the device the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To Device (xfrToDevNum)	string	The number of the device the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To User Name (xfrToUserName)	string	The name of the user the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To User Number (xfrToUserNum)	string	The number of the user the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Answering Group Name (ansGrpName)	string	The name of the first user group the call was answered at. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
First Rang Group Name (firstGrpName)	string	The name of the user group where the call first rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Rang Group Name (lastGrpName)	string	The name of the user group where the call last rang at.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
User Group Name (grpName)	string	The name of the user's primary group.	All	73 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Call List (User Recorded Calls) Call List (User) Call Tag Summary Calls by Account Calls by Area Code Calls by Billing Code Calls by Business Area Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by Device Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Ring Time Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Service Number Calls by Silence Time Calls by State/Province Calls by Talk Time Calls by Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls by Week Calls Completed by Agent Calls Completed by User Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User Top Dialed Numbers Top Received Numbers Trunk Usage
Last Answering Agent Name (lastAnsAgentName)	string	The name of the last agent that answered the call (if applicable).	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Answering Agent Number (lastAnsAgentNum)	string	The number of the last agent that answered the call (if applicable).	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Answering Device Name (lastAnsDevName)	string	The name of the last device the call was answered at. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Answering Device Number (lastAnsDevNum)	string	The number of the last device the call was answered at. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Answering User Name (lastAnsUserName)	string	The name of the last user the call was answered by. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Last Answering User Number (lastAnsUserNum)	string	The number of the last user the call was answered by. This will be empty if the call was not answered.	All	45 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Non-Segmented) Call List (Rated Calls Non-Segmented) Call List (Recorded Calls) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Top Dialed Numbers Top Received Numbers
Conference/Meeting Name (confName)	string	The conference or meeting name.	All	52 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by Meeting Top Dialed Numbers Top Received Numbers
Conference/Meeting Number (confNum)	string	The conference or meeting number.	All	52 Reports Abandoned Calls by Day Abandoned Calls by Day & Time Abandoned Calls by Month Abandoned Calls by Time Abandoned Calls by Week Call Cost by Number Call Cost by Number Type Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Call Tag Summary Calls by Account Calls by Area Code Calls by Country Calls by Day Calls by Day & Time Calls by Day of Week Calls by Day of Week & Time Calls by DID Calls by Duration Calls by Hold Time Calls by Location Calls by Month Calls by Number Calls by Number Type Calls by Ring Time Calls by Service Number Calls by State/Province Calls by Talk Time Calls by Time Calls by Week Incoming Calls by Route Path Name Incoming Calls by Route Path Number Outgoing Calls by Caller Id Name Outgoing Calls By Caller Id Number Service Level by Account Service Level by Day Service Level by Day & Time Service Level by Time Teams Call List Teams Call List (User) Teams Calls by Meeting Top Dialed Numbers Top Received Numbers
Conference/Meeting Participants (confParts)	string	The conference or meeting number of participants.	Teams	2 Reports Teams Call List Teams Call List (User)
External Tenant ID (extTid)	string	The ID of the external tenant.	Teams	5 Reports Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
External Tenant Name (extTname)	string	The name of the external tenant.	Teams	5 Reports Teams Call List Teams Call List (User) Teams Calls by External Tenant Teams Calls by Meeting Teams Calls by User
Parked Slot (parkSlt)	string	The parking slots the call or call segment has been parked at.	All	26 Reports Call Cost by User Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Teams Call List
Conference/Meeting Attendees (confAtt)	double	The conference or meeting number of participants who attended.	Teams	2 Reports Teams Call List Teams Call List (User)
Transferred From Device Type (xfrFromDevType)	string	The type of the device the call was transferred (or overflowed) from.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Transferred To Device Type (xfrToDevType)	string	The type of the device the call was transferred (or overflowed) to.	All	28 Reports Call Cost by User Call List (Internal) Call List (Queue Calls) Call List (Rated Calls Segmented) Call List (Segmented) Call List (Trunk-Trunk) Calls by Billing Code Calls by Business Area Calls by Device Calls by Parking Slot Calls by Primary Topic Calls by Queue Name Calls by Queue Number Calls by Score Metric Calls by Sentiment (Customer) Calls by Sentiment (User) Calls by Silence Time Calls by Topic Cluster Calls by User Calls by User Group Calls by Voicemail Box Calls Completed by Agent Calls Completed by User Queue Calls by Day Queue Calls by Day & Time Queue Calls by Time Queue Performance By Name Queue Performance By Number
Group ID (grpId)	string	The id of the user's primary group.	All	Call List (User Recorded Calls)

Voicemail Info #

Field Name (Internal)	Data Type	Description	Platforms	Availability
Reports
Voicemail Box Name (vmBoxName)	string	The name of the voicemail box a message is stored.	~.pbx.kazoo.name.~	13 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Voicemail Box Teams Call List
Voicemail Box Number (vmBoxNum)	string	The number of the voicemail box a message is stored.	~.pbx.kazoo.name.~	13 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Calls by Voicemail Box Teams Call List
Voicemail Message Creation Time (vmMsgCreated)	datetime	The date and time when the voicemail message was created.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Voicemail Message Deletion Time (vmMsgDeleted)	datetime	The date and time when the voicemail message was deleted.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Voicemail Message Id (vmMsgId)	string	The voicemail message id.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Voicemail Message Length (vmMsgLen)	double	The duration of the voicemail message.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Voicemail Message Save Time (vmMsgSaved)	datetime	The date and time when the voicemail message was saved.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List
Voicemail Message State (vmMsgState)	string	The current state of the voicemail message, New, Saved or Deleted.	~.pbx.kazoo.name.~	12 Reports Call List (Abandoned Calls) Call List (Internal) Call List (Non-Segmented) Call List (Queue Calls) Call List (Rated Calls Non-Segmented) Call List (Rated Calls Segmented) Call List (Recorded Calls) Call List (Segmented) Call List (Trunk-Trunk) Call List (Unreturned Abandoned Calls - no filter) Call List (Unreturned Abandoned Calls) Teams Call List

Call Cost by Number

Mon, 01 Jan 0001 00:00:00 +0000

Call Cost by Number #

The table below shows which fields are available on the Call Cost by Number template.

Call Cost by Number Type

Mon, 01 Jan 0001 00:00:00 +0000

Call Cost by Number Type #

The table below shows which fields are available on the Call Cost by Number Type template.

Call Cost by User

Mon, 01 Jan 0001 00:00:00 +0000

Call Cost by User #

The table below shows which fields are available on the Call Cost by User template.

Call List (Abandoned Calls)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Abandoned Calls) #

The table below shows which fields are available on the Call List (Abandoned Calls) template.

Call List (Internal)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Internal) #

The table below shows which fields are available on the Call List (Internal) template.

Call List (Non-Segmented)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Non-Segmented) #

The table below shows which fields are available on the Call List (Non-Segmented) template.

Call List (Queue Calls)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Queue Calls) #

The table below shows which fields are available on the Call List (Queue Calls) template.

Call List (Rated Calls Non-Segmented)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Rated Calls Non-Segmented) #

The table below shows which fields are available on the Call List (Rated Calls Non-Segmented) template.

Call List (Rated Calls Segmented)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Rated Calls Segmented) #

The table below shows which fields are available on the Call List (Rated Calls Segmented) template.

Call List (Recorded Calls)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Recorded Calls) #

The table below shows which fields are available on the Call List (Recorded Calls) template.

Call List (Segmented)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Segmented) #

The table below shows which fields are available on the Call List (Segmented) template.

Call List (Trunk-Trunk)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Trunk-Trunk) #

The table below shows which fields are available on the Call List (Trunk-Trunk) template.

Call List (Unreturned Abandoned Calls - no filter)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Unreturned Abandoned Calls - no filter) #

The table below shows which fields are available on the Call List (Unreturned Abandoned Calls - no filter) template.

Call List (Unreturned Abandoned Calls)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (Unreturned Abandoned Calls) #

The table below shows which fields are available on the Call List (Unreturned Abandoned Calls) template.

Call List (User Recorded Calls)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (User Recorded Calls) #

The table below shows which fields are available on the Call List (User Recorded Calls) template.

Call List (User)

Mon, 01 Jan 0001 00:00:00 +0000

Call List (User) #

The table below shows which fields are available on the Call List (User) template.

Call Tag Summary

Mon, 01 Jan 0001 00:00:00 +0000

Call Tag Summary #

The table below shows which fields are available on the Call Tag Summary template.

Calls by Account

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Account #

The table below shows which fields are available on the Calls by Account template.

Calls by Area Code

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Area Code #

The table below shows which fields are available on the Calls by Area Code template.

Calls by Billing Code

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Billing Code #

The table below shows which fields are available on the Calls by Billing Code template.

Calls by Business Area

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Business Area #

The table below shows which fields are available on the Calls by Business Area template.

Calls by Country

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Country #

The table below shows which fields are available on the Calls by Country template.

Calls by Day

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Day #

The table below shows which fields are available on the Calls by Day template.

Calls by Day & Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Day & Time #

The table below shows which fields are available on the Calls by Day & Time template.

Calls by Day of Week

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Day of Week #

The table below shows which fields are available on the Calls by Day of Week template.

Calls by Day of Week & Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Day of Week & Time #

The table below shows which fields are available on the Calls by Day of Week & Time template.

Calls by Device

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Device #

The table below shows which fields are available on the Calls by Device template.

Calls by DID

Mon, 01 Jan 0001 00:00:00 +0000

Calls by DID #

The table below shows which fields are available on the Calls by DID template.

Calls by Duration

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Duration #

The table below shows which fields are available on the Calls by Duration template.

Calls by Hold Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Hold Time #

The table below shows which fields are available on the Calls by Hold Time template.

Calls by Location

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Location #

The table below shows which fields are available on the Calls by Location template.

Calls by Month

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Month #

The table below shows which fields are available on the Calls by Month template.

Calls by Number

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Number #

The table below shows which fields are available on the Calls by Number template.

Calls by Number Type

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Number Type #

The table below shows which fields are available on the Calls by Number Type template.

Calls by Parking Slot

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Parking Slot #

The table below shows which fields are available on the Calls by Parking Slot template.

Calls by Primary Topic

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Primary Topic #

The table below shows which fields are available on the Calls by Primary Topic template.

Calls by Queue Name

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Queue Name #

The table below shows which fields are available on the Calls by Queue Name template.

Calls by Queue Number

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Queue Number #

The table below shows which fields are available on the Calls by Queue Number template.

Calls by Ring Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Ring Time #

The table below shows which fields are available on the Calls by Ring Time template.

Calls by Score Metric

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Score Metric #

The table below shows which fields are available on the Calls by Score Metric template.

Calls by Sentiment (Customer)

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Sentiment (Customer) #

The table below shows which fields are available on the Calls by Sentiment (Customer) template.

Calls by Sentiment (User)

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Sentiment (User) #

The table below shows which fields are available on the Calls by Sentiment (User) template.

Calls by Service Number

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Service Number #

The table below shows which fields are available on the Calls by Service Number template.

Calls by Silence Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Silence Time #

The table below shows which fields are available on the Calls by Silence Time template.

Calls by State/Province

Mon, 01 Jan 0001 00:00:00 +0000

Calls by State/Province #

The table below shows which fields are available on the Calls by State/Province template.

Calls by Talk Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Talk Time #

The table below shows which fields are available on the Calls by Talk Time template.

Calls by Time

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Time #

The table below shows which fields are available on the Calls by Time template.

Calls by Topic Cluster

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Topic Cluster #

The table below shows which fields are available on the Calls by Topic Cluster template.

Calls by User

Mon, 01 Jan 0001 00:00:00 +0000

Calls by User #

The table below shows which fields are available on the Calls by User template.

Calls by User Group

Mon, 01 Jan 0001 00:00:00 +0000

Calls by User Group #

The table below shows which fields are available on the Calls by User Group template.

Calls by Voicemail Box

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Voicemail Box #

The table below shows which fields are available on the Calls by Voicemail Box template.

Calls by Week

Mon, 01 Jan 0001 00:00:00 +0000

Calls by Week #

The table below shows which fields are available on the Calls by Week template.

Calls Completed by Agent

Mon, 01 Jan 0001 00:00:00 +0000

Calls Completed by Agent #

The table below shows which fields are available on the Calls Completed by Agent template.

Calls Completed by User

Mon, 01 Jan 0001 00:00:00 +0000

Calls Completed by User #

The table below shows which fields are available on the Calls Completed by User template.

Incoming Calls by Route Path Name

Mon, 01 Jan 0001 00:00:00 +0000

Incoming Calls by Route Path Name #

The table below shows which fields are available on the Incoming Calls by Route Path Name template.

Incoming Calls by Route Path Number

Mon, 01 Jan 0001 00:00:00 +0000

Incoming Calls by Route Path Number #

The table below shows which fields are available on the Incoming Calls by Route Path Number template.

Outgoing Calls by Caller Id Name

Mon, 01 Jan 0001 00:00:00 +0000

Outgoing Calls by Caller Id Name #

The table below shows which fields are available on the Outgoing Calls by Caller Id Name template.

Outgoing Calls By Caller Id Number

Mon, 01 Jan 0001 00:00:00 +0000

Outgoing Calls By Caller Id Number #

The table below shows which fields are available on the Outgoing Calls By Caller Id Number template.

Queue Calls by Day

Mon, 01 Jan 0001 00:00:00 +0000

Queue Calls by Day #

The table below shows which fields are available on the Queue Calls by Day template.

Queue Calls by Day & Time

Mon, 01 Jan 0001 00:00:00 +0000

Queue Calls by Day & Time #

The table below shows which fields are available on the Queue Calls by Day & Time template.

Queue Calls by Time

Mon, 01 Jan 0001 00:00:00 +0000

Queue Calls by Time #

The table below shows which fields are available on the Queue Calls by Time template.

Queue Performance By Name

Mon, 01 Jan 0001 00:00:00 +0000

Queue Performance By Name #

The table below shows which fields are available on the Queue Performance By Name template.

Queue Performance By Number

Mon, 01 Jan 0001 00:00:00 +0000

Queue Performance By Number #

The table below shows which fields are available on the Queue Performance By Number template.

Service Level by Account

Mon, 01 Jan 0001 00:00:00 +0000

Service Level by Account #

The table below shows which fields are available on the Service Level by Account template.

Service Level by Day

Mon, 01 Jan 0001 00:00:00 +0000

Service Level by Day #

The table below shows which fields are available on the Service Level by Day template.

Service Level by Day & Time

Mon, 01 Jan 0001 00:00:00 +0000

Service Level by Day & Time #

The table below shows which fields are available on the Service Level by Day & Time template.

Service Level by Time

Mon, 01 Jan 0001 00:00:00 +0000

Service Level by Time #

The table below shows which fields are available on the Service Level by Time template.

Teams Call List

Mon, 01 Jan 0001 00:00:00 +0000

Teams Call List #

The table below shows which fields are available on the Teams Call List template.

Teams Call List (User)

Mon, 01 Jan 0001 00:00:00 +0000

Teams Call List (User) #

The table below shows which fields are available on the Teams Call List (User) template.

Teams Calls by External Tenant

Mon, 01 Jan 0001 00:00:00 +0000

Teams Calls by External Tenant #

The table below shows which fields are available on the Teams Calls by External Tenant template.

Teams Calls by Meeting

Mon, 01 Jan 0001 00:00:00 +0000

Teams Calls by Meeting #

The table below shows which fields are available on the Teams Calls by Meeting template.

Teams Calls by User

Mon, 01 Jan 0001 00:00:00 +0000

Teams Calls by User #

The table below shows which fields are available on the Teams Calls by User template.

Top Dialed Numbers

Mon, 01 Jan 0001 00:00:00 +0000

Top Dialed Numbers #

The table below shows which fields are available on the Top Dialed Numbers template.

Top Received Numbers

Mon, 01 Jan 0001 00:00:00 +0000

Top Received Numbers #

The table below shows which fields are available on the Top Received Numbers template.

Trunk Usage

Mon, 01 Jan 0001 00:00:00 +0000

Trunk Usage #

The table below shows which fields are available on the Trunk Usage template.

בעיות ידועות

Mon, 01 Jan 0001 00:00:00 +0000

בעיות ידועות #

~.Dimensions.~ #

להלן בעיות ידועות בפלטפורמת ~.Dimensions.~.

שטח	כותרת	תיאור	מספר מעקב
~.UcClient.~ רשת	Firefox בחירת דובר ב-~.UcClient.~	בעיה ידועה ב-Firefox שגורמת לכך שמכשירי שמע אינם מופיעים כזמינים.	25213

ספציפי לפלטפורמה #

3CX #

להלן בעיות ידועות ב-~.Dimensions.~ אינטגרציה לפלטפורמת 3CX.

כותרת	תיאור	מספר מעקב
DB Restore	שחזור מסד נתונים 3CX משנה את מזהי מסד הנתונים של כל האובייקטים ~.Dimensions.~ יובא מ-3CX. זה יגרום לכל המשתמשים/הקבוצות/המכשירים בתוך ~.Dimensions.~ להימחק וליצור מחדש.	34160

~.pbx.kazoo.name.~ #

להלן בעיות ידועות עם ~.Dimensions.~ אינטגרציה לפלטפורמת ~.pbx.kazoo.name.~.

ווב-הוקס

Mon, 01 Jan 0001 00:00:00 +0000

ווב-הוקס #

webhooks לאחר השיחה מספקים מידע על כל שיחה שהושלמה במערכת. מידע זה יכול לשמש לעדכון מערכות חיצוניות או להפעלת אוטומציות זרימת עבודה, באמצעות מוצרים כמו Azure Logic Apps או Zapier.

דוגמאות למקרי שימוש:

הוסף אירוע היסטוריית שיחות מול רשומת CRM
הוסף פרטי השמעת הקלטת שיחות לרשומת CRM
תיעוד החלטות מוצלחות ב-CRM
מעקב אחרי תלונות הלקוחות במערכת חיצונית

הגדרת Webhook #

אירוע #

בחר אחד או יותר מהאירועים הבאים שיפעילו את ה-webhook:

לקוחות בזמן אמת

Mon, 01 Jan 0001 00:00:00 +0000

לקוחות בזמן אמת #

אזור הלקוחות בזמן אמת בפתרון מספק למנהלים דרך לנהל כל חיבורי לקוח בזמן אמת שהוגדרו על ידי משתמשי המערכת. לקוחות אלו כוללים:

Amazon FireTV לוח קיר

אזור הלקוחות המדווחים מציג רשימה של חיבורים ללקוח יחד עם מידע על המצב הנוכחי ומי הגדיר את החיבור.

קישור לקוח מדווח #

כרגע קיים רק סוג אחד של לקוח שמאפשר להתחבר לפורטל המשתמש - ה-Wallboard עבור Amazon FireTV.

מגעי ניתוב

Mon, 01 Jan 0001 00:00:00 +0000

מגעי ניתוב #

~.Dimensions.~ מספק חיפוש webhook לתיקיית אנשי קשר שניתן להשתמש בו כחלק מאסטרטגיית הניתוב של פלטפורמת התקשורת כדי לעקוף את הניתוב הרגיל ולשלוח שיחה ליעד ספציפי לאיש קשר.

URL פרמטרים #

פרמטרים	תיאור	~.pbx.kazoo.name.~	3CX
tenantID	המזהה הייחודי של מופע הלקוח שלך. בפורטל, לחץ על סמל המשתמש שלך ובחר 'Diagnostic Info' כדי לראות את TenantId שלך.	✔	✔
directoryId	המזהה הייחודי עבור התיקייה לחיפוש. באזור ההגדרות, ערוך את התיקייה שברצונך לחפש, ניתן להעתיק את מזהה התיקייה מכתובת URL של הדפדפן.	✔	✔
שם שדה	שם השדה שמאוכלס ביעד הניתוב של הקריאה. ראו את הטבלה למטה לערכים אפשריים.	✔	✔
CLI	מספר הטלפון של השיחה הנכנסת. כל שדות מספרי הטלפון במדריך ייבדקו (phone1, phone2, phone3 & phone4)	לא זמין	✔

URLs החלף את ה-webhook URL ב-webhook הנכון לאזור שלך.

מילות מפתח

Mon, 01 Jan 0001 00:00:00 +0000

מילות מפתח #

הפיצ'ר Keywords מספק דרך לחפש מילים או ביטויים ספציפיים בתוך שיחות מתועתקות. זה יכול להיות שימושי עבור:

בדיקה שמשתמשים עונים לשיחות עם הברכה הנכונה
לוודא שמידע ספציפי נאסף במהלך השיחה (למשל שם הלקוח, סיבת השיחה)
מעקב אחר ביטויים מסוימים שעשויים להעיד על חוויית לקוח חיובית או שלילית (למשל 'תודה', 'בטל את המנוי')
זיהוי שיחות שעשויות לדרוש מעקב (למשל 'דבר עם מנהל', 'בטל את המנוי')
ועוד מקרים רבים של שימושים

כל כלל מילות מפתח מאפשר לך לחפש מילה אחת או יותר בתוך כל או חלק מסוים של השיחה. כאשר נמצא התאמה, השיחה מתויגת במילת המפתח, שמוצגת ב-'Conversations' וניתנת גם לחיפוש.

מילות מפתח

Mon, 01 Jan 0001 00:00:00 +0000

מילות מפתח #

בעוד שניתוח נושא ותחושה מונעים לחלוטין על ידי בינה מלאכותית, מילות מפתח מעניקות לך שליטה ישירה על מה שתרצה לעקוב אחריו. כלל מילות מפתח מגדיר מילה או ביטוי ספציפיים ש-~.Dimensions.~ צריכים לחפש בקריאות מתמללות. כאשר נמצא התאמה, השיחה מתויגת והטקסט התואם מודגש בתצוגת השיחה.

מילות מפתח גשרות על הפער בין גילוי בינה מלאכותית פתוח לבין ניטור ממוקד ומונחה מדיניות. הן שימושיות במיוחד כאשר צריך לדעת אם משהו מסוים נאמר — או לא נאמר — בשיחה.

מילות מפתח ונושאים

Mon, 01 Jan 0001 00:00:00 +0000

מילות מפתח ונושאים #

אם תכונות האינטליגנציה השיחה מופעלות ומוגדרות, תוכל לצפות במילות מפתח, נושאים ונתוני סנטימנט לכל שיחה בחלק 'Conversations' בפורטל. נתונים אלה מוצגים בפאנל הימני של תצוגת השיחה:

נושאים #

במהלך ניתוח השיחה, המערכת תנסה לזהות את הנושא המרכזי של השיחה בביטוי של מילה עד שתיים. זה נועד לתת תובנה מהירה לנושא המרכזי של השיחה, ולאפשר לך להבין במהירות על מה הייתה השיחה מבלי להקשיב להקלטה או לקרוא את התמלול.

נקודות

Mon, 01 Jan 0001 00:00:00 +0000

נקודות #

הניקוד משתמש בכרטיסי הניקוד המוגדרים שלך כדי להעריך אוטומטית כל שיחה מול סטנדרטים של איכות. במקום להסתמך על בדיקות נקודתיות של מדגם קטן של קריאות, הניקוד נותן לך מדד אובייקטיבי ועקבי לאיכות שיחות ב-100% מהאינטראקציות שלך — ומספק תמונה מלאה של ביצועים, צרכי אימון ומגמות.

יתרונות הניקוד #

מדידת איכות אובייקטיבית — כרטיסי הציון מעבירים את הערכת האיכות מהתרשמות סובייקטיבית לקריטריונים מדידים, ומבטיחים עקביות והוגנות בצוות שלך. כל שיחה מוערכת לפי אותם כללים.

נתונים מסוכמים ומצטברים

Mon, 01 Jan 0001 00:00:00 +0000

נתונים מסוכמים ומצטברים #

סעיף זה סוקר כיצד נתוני קריאות מאגדים/מסוכמים בעת צפייה בדוחות המבוססים על נתונים מקוטעים או לא מחולקים.

אגרגציה

שילוב הנתונים ממספר מקטעי שיחה לסשן שיחה אחד כדי לראות את השיחה כמכלול ולא כמקטעים בודדים. זה נעשה ברשימות שיחות לא מחולקות ומאפשר למשתמש לראות שיחה כמכלול במקום במספר מקטעי שיחה שעשויים להיות מעורבים.

לדוגמה, דוח רשימת השיחות (לא מקוטע) יציג שיחה אחת לכל שיחה חיצונית, ללא קשר למספר ההעברות או תרחישי השיחה האחרים שבוצעו.

סוגי אריחים

Mon, 01 Jan 0001 00:00:00 +0000

סוגי אריחים #

הטבלה הבאה מציגה את סוגי האריחים הזמינים, איזה סוג נתונים הם יכולים להציג ובאיזה רישיון הם נתמכים עליו.

סוג אריחים	נתונים	גבולות	סינון	לוח מחוונים	לוח קיר	רישיון
סטטיסטיקה בודדת	- מצטבר (סך הכלים/ממוצעים/אחוזים) - ערכים מינימליים/מקסימליים - טקסט ידני	לא זמין	✔¹	✔	✔	- Insights - Analytics - Live Analytics - מרכז קשר
מסילה מעגלית	- מצטבר (סכום/ממוצעים/אחוזים) - ערכים מינימליים/מקסימליים	לא זמין	✔¹	✔	✔	- Insights - Analytics - Live Analytics - מרכז קשר
מחזור	- מצטבר (סך הכלים/ממוצעים/אחוזים) - ערכים מינימליים/מקסימליים - טקסט ידני	2 סטטיסטיקות	✔¹	✔	✔	- Insights - Analytics - Live Analytics - מרכז קשר
מולטיסטיסט	- מצטבר (סך הכלים/ממוצעים/אחוזים) - ערכים מינימליים/מקסימליים - טקסט ידני	לא זמין	✔¹	✔	✘	- Insights - Analytics - Live Analytics - מרכז קשר
סטטיסטיקות לפי טבלת זמן	- שדות נתוני שיחות מוגבלים	לא זמין	✔¹	✔	✘	- Insights - Analytics - Live Analytics - מרכז קשר
רשת קריאה שלא הוחזרה	- שיחות נטושות שלא הוחזרו עם מידע ספציפי על שיחה.	1 / תצפית	✔¹	✔	✘	- Insights - Analytics - Live Analytics - מרכז קשר
רשת משתמשים	- נתוני שיחה ומצב מסוכמים² לפי משתמש	1 / תצפית	משתמשים / קבוצות משתמשים בלבד	✔	✘	- Analytics - Live Analytics - מרכז קשר
סוכן גריד	- נתוני שיחה וסטטוס מסוכמים לפי סוכן	1 / תצפית	משתמשים / קבוצות משתמשים בלבד	✔	✘	- מרכז קשר בלבד
רשת תורים	- נתוני שיחה ומצב מסוכמים² לפי תור	1 / תצפית	תורים בלבד	✔	✘	- Analytics³ - Live Analytics³ - מרכז קשר
תמונה	- פורמט תמונה הנתמך על ידי הדפדפן	לא זמין	לא זמין	✔	✔	- Insights - Analytics - Live Analytics - מרכז קשר
טיקר	- מצטבר (סך הכלים/ממוצעים/אחוזים) - ערכים מינימליים/מקסימליים - טקסט ידני	1 / תצפית	✔¹	✘	✔	- Insights - Analytics - Live Analytics - מרכז קשר
וידאו	- MP4 וידאו	1 / תצפית	לא זמין	✘	✔	- Insights - Analytics - Live Analytics - מרכז קשר

סטטיסטיקה בודדת #

אחד או יותר מהאריחים הללו ניתן להוסיף לתצוגה. כל אריח יכול להציג שדה סטטיסטי יחיד בכל פעם וניתן להתאים את צבע הרקע/טקסט שלו לפי הצורך.

פרופילי לקוחות

Mon, 01 Jan 0001 00:00:00 +0000

פרופילי לקוחות #

פרופילי לקוח משמשים לשליטה בתכונות ספציפיות של ~.UcClient.~ לקוחות, המאפשרים להגביל אותם ממשתמשים מסוימים או להתאים אותם אישית.

פרופיל לקוח ברירת מחדל #

כל חשבון מוגדר עם פרופיל לקוח ברירת מחדל System כברירת מחדל שמוקצה לכל המשתמשים כברירת מחדל. פרופיל זה אינו ניתן להסרה או התאמה אישית, הוא חושף את כל התכונות של ~.UcClient.~.

כל משתמש חדש שיתווסף למערכת ללא פרופיל לקוח מפורש, יקבל פרופיל זה.

קבל CRM פריט

Mon, 01 Jan 0001 00:00:00 +0000

קבל CRM פריט #

מקבל כל פריט תיקייה התואם למסנן שסופק.

דוגמה #

הבקשה הזו תקבל פריטים ספציפיים מהתיקייה באמצעות ה-crmId.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/crmitems/00000000-0000-0000-0000-000000000001> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
    "page_size": 1, 
	"data": [{ 
            "id": "00000000-0000-0000-0000-00000-000000000123", 
            "שדות": { 
                "כותרת": "מר", 
                "fullName": "CRM2", 
                "שם חברה": "חברה", 
                "jobTitle": "Job Title", 
                "phone1": "+44XXXXXXXXXXXX", 
                "אימייל": "כתובת דוא"ל", 
                "field1": "field1", 
                "field2": "field2", 
                "crmId": "00000000-00000-00000-00000-0000000001" 
            }
        }
    ][{
            "id": "00000000-0000-0000-0000-000000000123",
            "fields": {
                "title": "Mr",
                "fullName": "CRM2",
                "companyName": "Company",
                "jobTitle": "Job Title",
                "phone1": "+44XXXXXXXXXX",
                "email": "Email Address",
                "field1": "field1",
                "field2": "field2",
                "crmId": "00000000-0000-0000-0000-000000000001"
            }
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-01-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

קבל סטטוס

Mon, 01 Jan 0001 00:00:00 +0000

קבל סטטוס #

בקשה זו מקבלת דוח 'requestId' ומחזירה את הסטטוס של הבקשה.

דוגמה - בקשה בתהליך #

בקשה זו מחזירה את הסטטוס של בקשת דוח שעדיין פועלת.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/workspaces/00000000-0000-0000-0000-000000000001/reports/00000000-0000-0000-0000-000000000001/results/00000000-0000-0000-0000-000000000005> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
    "data": { 
        "dateCreated": "2025-09-22T15:27:40.1946146Z", 
        "tenantId": "f8322e65-ddac-4f5c-1f6c-08db2fa7b464", 
        "requestId": "65224fa5-f4c6-4796-b3c8-c4f67d504971", 
        "reportId": "2aafb829-91aa-4d17-a5d3-bb6fde34ca10", 
        "סטטוס": "הושלם", 
        "StatusMessage": "הדיווח על עיבוד הושלם", 
        "reportTemplateName": "CallListByUserSegmented" 
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-05-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

קבל פריט

Mon, 01 Jan 0001 00:00:00 +0000

קבל פריט #

מקבל פריט תיקייה ספציפי.

דוגמה #

הבקשה הזו תקבל פריט ספציפי מתיקיה שמזהה אותה.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK 
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
	"page_size": 1, 
	"data": [{ 
            "id": "00000000-0000-0000-0000-00000-000000000123", 
            "שדות": { 
                "כותרת": "מר", 
                "fullName": "CRM2", 
                "שם חברה": "חברה", 
                "jobTitle": "Job Title", 
                "phone1": "+44XXXXXXXXXXXX", 
                "אימייל": "כתובת דוא"ל", 
                "field1": "field1", 
                "field2": "field2", 
                "crmId": "00000000-00000-00000-00000-0000000001" 
            }
        }
    ][{
            "id": "00000000-0000-0000-0000-000000000123",
            "fields": {
                "title": "Mr",
                "fullName": "CRM2",
                "companyName": "Company",
                "jobTitle": "Job Title",
                "phone1": "+44XXXXXXXXXX",
                "email": "Email Address",
                "field1": "field1",
                "field2": "field2",
                "crmId": "00000000-0000-0000-0000-000000000001"
            }
        }
    ], 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-01-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

קבל פריטים

Mon, 01 Jan 0001 00:00:00 +0000

קבל פריטים #

מקבל כל פריט תיקייה התואם למסנן שסופק.

דוגמה #

בקשה זו תבצע שאילתה לכל הפריטים עם שדה טלפון המכיל +44XXXXXXXXXX

קריאות חוזרות

Mon, 01 Jan 0001 00:00:00 +0000

קריאות חוזרות #

תצוגת שיחות חוזרות מזהה לקוחות שפונים אליך מספר פעמים בפרק זמן קצר — דפוס שבדרך כלל מסמן בעיה לא פתורה. כאשר לקוח מתקשר חזרה, זה אומר שהניסיון הראשון שלך לעזור לו לא הצליח, מה שמייצג גם סיכון לשביעות רצון הלקוחות וגם הזדמנות לשיפור.

למה לעקוב אחרי שיחות חוזרות? #

מדידת פתרון מגע ראשון — שיחות חוזרות הן ההפך מפתרון מגע ראשון (FCR). נפח שיחות חוזרות גבוה מצביע על כך שהצוות שלך לא פותר בעיות בפעם הראשונה, מה שמאלץ את הלקוחות להתקשר חזרה ומתסכל אותם בתהליך. מעקב אחרי שיחות חוזרות עוזר לך לזהות היכן הרזולציה מתפרקת.

תהליך אימות

Mon, 01 Jan 0001 00:00:00 +0000

תהליך אימות #

בקשות ל-API מאובטחות באמצעות אסימון גישה של JWT. יש ליצור את האסימון באמצעות זרימת האישור של קוד הרשות OAuth v2.

התמונה למטה מספקת מתווה של התהליך הנדרש ליצירת האסימונים הנדרשים ולשמירתם בחיים:

אנא עיינו בקישורים למטה למידע טכני מפורט ודוגמאות קוד לזרימת הענקת קוד ההרשאה:

כדי להתקדם בשלבים הבאים, תצטרכו:

ה-Request_URL, Client_ID & Client_Secret (אלו יסופקו לך כאשר תבקש API access)
כניסת משתמש ל-~.Dimensions.~ פורטל משווק לאישור ההרשאה.

1. בקשת אישור #

השלב הראשון הוא לבקש אישור. בנו URL המכיל את הפריטים הבאים:

תיוג שיחות באמצעות זרימת שיחה

Mon, 01 Jan 0001 00:00:00 +0000

תיוג שיחות באמצעות זרימת שיחה #

ניתן לתייג קריאות ישירות מ-3CX Call Flows, מה שמאפשר לקרוא לשיחות להיות מתויגות בקטגוריות (מכירות, תמיכה...) או דגלים (VIP...) בזמן שהן מנותבות דרך פלטפורמת התקשורת. ב-3CX, ניתן גם לבקש מהמתקשרים הנכנסים לקבל מידע (מספרי קריאות, הפניות תיק....) ולהוסיף מידע זה לנתוני השיחה לעיון עתידי.

לתייג שיחה מתוך זרימת שיחות:

הורד את רכיב תג הקריאה dimensions.
ייבא את הרכיב לפרויקט זרימת השיחות שלך:

תצוגת מושב קריאה

Mon, 01 Jan 0001 00:00:00 +0000

תצוגת מושב קריאה #

בעת צפייה בדוחות רשימת השיחות, ניתן לגשת לתצוגת סשן שיחה נוספת שמספקת פרטים ברורים על כל שיחת טלפון.

שיחת טלפון (סשן) יכולה לכלול מספר קטעים, אשר בתורם כוללים מספר משתמשים/מכשירים במערכת (חיבורים).

גישה לתצוגת הסשן #

ניתן לגשת לתצוגת הסגמנט של שיחה על ידי לחיצה על הקישור בעמודה הראשונה של שיחה בתוך הדוח:

תצורת דפדפן

Mon, 01 Jan 0001 00:00:00 +0000

תצורת דפדפן #

כאשר משתמשים בלוחות הבקרה או בלוחות הקיר בתוך פורטל המשתמש, דפדפנים מסוימים עשויים לדרוש שינויים בהגדרות כדי לוודא שהלשוניות שבהן הם פתוחים לא יוכנסו למצב שינה כאשר הן לא פעילות או ממוזערות.

גוגל Chrome #

בסעיף 'הגדרות/ביצועים', ודא ש-~.Dimensions.~ הכתובת מתווספת לרשימת 'תמיד לשמור על אתרים אלה פעילים'.

Microsoft Edge #

בסעיף 'הגדרות/מערכת וביצועים', ודא ש-~.Dimensions.~ הכתובת מתווספת לרשימת 'לעולם אל תכניס אתרים אלה'.

לחיצה על דוחות

Mon, 01 Jan 0001 00:00:00 +0000

לחיצה על דוחות #

בעת צפייה בסטטיסטיקות לוח המחוונים, יכול להיות שימושי לראות את נתוני המקור שממנו מחושב הסטטיסטיקה. לדוגמה, לראות אילו שיחות אבדו או לבדוק מדוע רמת השירות ירדה.

כאן נכנס לתמונה 'Click-Through'. כל אריח שנבנה באמצעות נתוני שיחה שהושלמו תומך בלחיצה ישירה מהאריח לדוח שמציג את הנתונים ששימשו עבור האריח. רעיון זה קל לשימוש ומפחית את הזמן הנדרש למשתמשים לחקור בעיות ביצועים וחוויית לקוח.

סטטיסטיקת סינגל או קליק-דרג במצעד #

האייקון 'Click-Through' נראה בכל אריח שתומך בתכונה, פשוט העבר את העכבר מעל האריח כדי לראות את התפריט:

Dashboard/Wallboard Fields

Mon, 01 Jan 0001 00:00:00 +0000

Dashboard/Wallboard Fields #

The table below shows which fields are available in each of the dashboard/wallboard tiles.

Agent Status #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Agent/User/Queue Status' stats are also restricted by customer license level and user roles.

Field Name (Internal)	Platforms	Tiles	Grids	Charts
Singe / Multi / Dual Stat Cycling / Ticker	Circular Gauge	Unreturned Call	User	Agent	Queue	Over Time
Agents in Away state (activeTotAwayCount)	All	✔	✔				✔
Agents Busy on ACD calls (activeTotBusyAcdCount)	All	✔	✔				✔
Agents Busy on Non ACD calls (activeTotBusyNonAcdCount)	All	✔	✔				✔
Agents Logged on (activeTotLogOnCount)	All	✔	✔				✔
Agents in Ready state (activeTotRdyCount)	All	✔	✔				✔
Agents in Wrap state (activeTotWrapCount)	All	✔	✔				✔
Queues (agtGrps)	All					✔
Time On Duty (agtTimeDuty)	All					✔
Time In Status (agtTimeStatus)	All					✔
Queue Names Logged In (agtGrpInName)	All					✔
Queue Numbers Logged In (agtGrpInNumber)	All					✔
Queue Names Member Of (agtGrpMemName)	All					✔
Queue Numbers Member Of (agtGrpMemNumber)	All					✔

Active Calls #

While the stats below may be listed as working on a specific Tile/Grid, visibility of 'Active Call' stats are also restricted by customer license level and user roles.

הוראות

Mon, 01 Jan 0001 00:00:00 +0000

הוראות #

סידורים הם למעשה תוצאות קריאות, והן משמשות לספק פרטים על הצלחה או כישלון של כל קריאה. סידורים פועלים בדומה לתגי קריאה, אך נאכפים. משמעות הדבר היא שלכל כלל סידור שנוצר, נדרש מסנן נלווה שיבלט באילו קריאות יש להחיל את ההחלטה.

פרטים על אופן הקונפיגורציה ניתן למצוא כאן.

החלפת פריט

Mon, 01 Jan 0001 00:00:00 +0000

החלפת פריט #

מחליף פריט תיקייה קיים.

דוגמה #

בקשה זו תעדכן פריט תיקייה קיים.

בקשה #

 
שים <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> HTTP/1.1
סוג תוכן: application/json
קבלה-חיובים: נכון
הרשאה: נושא {TOKEN}
קשר: לשמור בחיים
{ 
    "שדות": { 
        "כותרת": "מר", 
        "fullName": "CRM3a", 
        "שם חברה": "חברה", 
        "jobTitle": "Job Title", 
        "phone1": "+44XXXXXXXXXXXX", 
        "אימייל": "כתובת דוא"ל", 
        "field1": "field1", 
        "field2": "field2", 
        "crmId": "00000000-00000-00000-00000-0000000001" 
    }
}

תגובה #

 
HTTP/1.1 201 נוצר
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
מיקום: <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> 
{ 
	"data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-11-29T16:03:23.9251680Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

יצירת פריט

Mon, 01 Jan 0001 00:00:00 +0000

יצירת פריט #

יוצר פריט תיקיה חדש בתיקייה שסופקה.

דוגמה #

בקשה זו תיצור פריט תיקייה חדש.

בקשה #

 
פוסט <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items> HTTP/1.1
סוג תוכן: application/json
קבלה-חיובים: נכון
הרשאה: נושא {TOKEN}
קשר: לשמור בחיים
{ 
	"שדות": { 
        "כותרת": "מר", 
        "fullName": "CRM3a", 
        "שם חברה": "חברה", 
        "jobTitle": "Job Title", 
        "phone1": "+44XXXXXXXXXXXX", 
        "אימייל": "כתובת דוא"ל", 
        "field1": "field1", 
        "field2": "field2", 
        "crmId": "00000000-00000-00000-00000-0000000001" 
    }
}

תגובה #

 
HTTP/1.1 201 נוצר
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
מיקום: <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items> 
{ 
	"data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-11-29T16:03:23.9251680Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

מידול לפי סשן/קטע

Mon, 01 Jan 0001 00:00:00 +0000

מידול לפי סשן/קטע #

כל שיחת טלפון מורכבת מ'סשן שיחה' יחיד ואחד או יותר 'מקטעי שיחה', כאשר השיחה מועברת או מוסטת בין משתמשים/מכשירים שונים בתוך פלטפורמת התקשורת.

כל אריח המציג נתוני ניתוח שיחות יכול להיות מוגדר לאחד משני מצבי מידול; 'מודל לפי סשן שיחה' או 'מודל לפי מקטע שיחה'.

סשן שיחה מול סגמנט שיחה #

מודל לפי סשן שיחה (ברירת מחדל) #

כברירת מחדל, כאשר בוחרים סטטיסטיקה עבור אריח בזמן אמת, הוא יהיה 'מודל לפי סשן שיחה'. משמעות הדבר היא שלא משנה כמה מקטעים יש לשיחה (תור שביקר בו, המשתמשים אינטראקציה איתו), היא תיחשב כשיחה אחת.

נקודות

Mon, 01 Jan 0001 00:00:00 +0000

נקודות #

תכונת Scoreing מספקת דרך לדרג אוטומטית שיחות בהתבסס על מגוון מדדים זמינים. תכונה זו יכולה להיות שימושית למעקב אחר ביצועי הסוכן, הבטחת עמידה במדיניות החברה וזיהוי תחומים לשיפור.

יצירת כרטיס דירוג #

בחלק 'אינטליגנציה שיחתית / ניקוד' בהגדרות הפורטל, ניתן להוסיף כרטיס דירוג חדש או לערוך את הקיימים. כדי להוסיף כרטיס ניקוד חדש, לחץ על כפתור '+ Add Scorecard' ולמלא את ההגדרות הבאות:

צור CRM פריט

Mon, 01 Jan 0001 00:00:00 +0000

צור CRM פריט #

יוצר פריט תיקיה חדש בתיקייה שסופקה.

דוגמה #

בקשה זו תיצור פריט תיקייה חדש.

בקשה #

 
פוסט <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/crmitems> HTTP/1.1
סוג תוכן: application/json
קבלה-חיובים: נכון
הרשאה: נושא {TOKEN}
קשר: לשמור בחיים
{ 
    "שדות": { 
        "כותרת": "מר", 
        "fullName": "CRM3a", 
        "שם חברה": "חברה", 
        "jobTitle": "Job Title", 
        "phone1": "+44XXXXXXXXXXXX", 
        "אימייל": "כתובת דוא"ל", 
        "field1": "field1", 
        "field2": "field2", 
        "crmId": "00000000-00000-00000-00000-0000000001" 
    }
}

תגובה #

 
HTTP/1.1 201 נוצר
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
מיקום: <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/crmitems> 
{ 
	 "data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-11-29T16:03:23.9251680Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

ציונים

Mon, 01 Jan 0001 00:00:00 +0000

ציונים #

אם כרטיסי הניקוד הוגדרו עבור הארגון שלך, השיחות מדורגות אוטומטית לפי הקריטריונים שהגדרת. תוצאות כרטיסי הציון מופיעות בשני מקומות בתצוגת השיחה:

Overview tab — ווידג'ט סיכום מציג את הציון הכולל והמדדים המרכזיים במבט חטוף, ונותן אינדיקציה מהירה לאיכות השיחה.

Scorering tab — פירוט מפורט מראה כיצד הקריאה התבצעה מול כל כרטיס ניקוד, עם ציונים אישיים לכל קריטריון. זה מאפשר לך לסקור בדיוק אילו היבטים של הקריאה עמדו בציפיות והיכן נדרש שיפורים.

קבל תוצאות

Mon, 01 Jan 0001 00:00:00 +0000

קבל תוצאות #

בקשה זו מקבלת דוח 'requestId' ומחזירה את תוצאות הדוח אם הושלם.

דוגמה #

בקשה זו מחזירה את נתוני התוצאה של בקשת דוח שהושלמה.

בקשה #

 
קבל <https://api.eu.myreports.cloud/api/v1.0/workspaces/00000000-0000-0000-0000-000000000001/reports/00000000-0000-0000-0000-000000000001/results/00000000-0000-0000-0000-000000000005/data> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{ 
    "requestId": "00000000-00000-0000-0000-00000-00000000005", 
    "tenantId": "00000000-0000-0000-0000-00000-0000000000", 
    "בקשה": { 
        "requestId": "00000000-00000-0000-0000-00000-00000000005", 
        "dateCreated": "2025-09-22T15:27:40.1946146Z", 
        "tenantId": "00000000-0000-0000-0000-00000-0000000000", 
        "reportId": "00000000-00000-0000-0000-0000-00000000001", 
        "reportTemplateName": "CallListByUserSegmented", 
        "filterConditions": \[ 
            { 
                "fieldName": "התחל", 
                "מפעיל": ">=", 
                "ערכים": ["2025-01-01T00:00:00.00000000+00:00"][
                    "2025-01-01T00:00:00.0000000+00:00"
                ] 
            }, 
            { 
                "fieldName": "סוף", 
                "מפעיל": "\<", 
                "ערכים": ["2025-09-22T15:12:40.1423517+00:00"][
                    "2025-09-22T15:12:40.1423517+00:00"
                ] 
            }
        ], 
        "sortFields": [ 
            { 
                "fieldName": "התחל", 
                "כיוון": 1
            }
        ][
            {
                "fieldName": "start",
                "direction": 1
            }
        ], 
        "displayFields": [ 
            { 
                "fieldName": "connId", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "התחל", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "userName", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "userNum", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "cli", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "cliName", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "hgNum", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "callType", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "callDir", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "ans", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "ref", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "אבוד", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "טבעת", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "משך", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "calledUserNum", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "calledUserName", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "callUserName", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "callUserNum", 
                "חובה": לא נכון
            }, 
            { 
                "fieldName": "hgName", 
                "חובה": לא נכון
            }
        ][
            {
                "fieldName": "connId",
                "mandatory": false
            },
            {
                "fieldName": "start",
                "mandatory": false
            },
            {
                "fieldName": "userName",
                "mandatory": false
            },
            {
                "fieldName": "userNum",
                "mandatory": false
            },
            {
                "fieldName": "cli",
                "mandatory": false
            },
            {
                "fieldName": "cliName",
                "mandatory": false
            },
            {
                "fieldName": "hgNum",
                "mandatory": false
            },
            {
                "fieldName": "callType",
                "mandatory": false
            },
            {
                "fieldName": "callDir",
                "mandatory": false
            },
            {
                "fieldName": "ans",
                "mandatory": false
            },
            {
                "fieldName": "ref",
                "mandatory": false
            },
            {
                "fieldName": "lost",
                "mandatory": false
            },
            {
                "fieldName": "ring",
                "mandatory": false
            },
            {
                "fieldName": "duration",
                "mandatory": false
            },
            {
                "fieldName": "calledUserNum",
                "mandatory": false
            },
            {
                "fieldName": "calledUserName",
                "mandatory": false
            },
            {
                "fieldName": "callUserName",
                "mandatory": false
            },
            {
                "fieldName": "callUserNum",
                "mandatory": false
            },
            {
                "fieldName": "hgName",
                "mandatory": false
            }
        ], 
        "childDisplayFields": \[], 
        "IgnoreDisplayFields": שקר, 
        "מטא-דאטה": { 
            "reportName": null, 
            "dateFilter": { 
                "presetName": "השנה", 
                "presetFilterObject": { 
                    "יחידות": 6, 
                    "הזזה": 0, 
                    "אורך": 1, 
                    "מצב עיגול": 1, 
                    "daysOfWeek": 127
                }, 
                "daysOfWeek": 127
            }, 
            "תאריך": "2025-09-22T15:27:40.1423161+00:00", 
            "timeZoneReferenceDate": "2025-09-22T16:27:40", 
            "filterId": null, 
            "additionalFilters": \[], 
            "workspaceFilterId": null, 
            "timezoneDateFrom": "2025-01-01T00:00:00", 
            "timezoneDateTo": "2025-09-22T16:12:40", 
            "timeZoneDateCreated": "2025-09-22T15:27:40.1423517+00:00", 
            "timeZoneAbbreviation": "BST" 
        }, 
        "מקור": "api.onboarding", 
        "pageSize": -1, 
        "גודל אצווה": -1, 
        "RowLimit": 1000000, 
        "רמת עדיפות": 2, 
        "callRatePeriod": 120, 
        "התעלמו משיחות נטושות": שקרי, 
        "התעלמו מ-ShortAnsweredCalls": שקר, 
        "accountCodeLabels": {}, 
        "RingDurationThresholds": [ 
            10, 
            20, 
            30, 
            40, 
            50, 
            60, 
            70, 
            80, 
            90, 
            100, 
            110, 
            120, 
            120
        ][
            10,
            20,
            30,
            40,
            50,
            60,
            70,
            80,
            90,
            100,
            110,
            120,
            120
        ], 
        "הכנסות מוערכות נכנסות": 100.0, 
        "IncomingCallsPerSale": 5, 
        "הכנסות מוערכות יוצאות": 100.0, 
        "ה-OutgoingCallsPerSale": 5, 
        "durationGroupPeriodInSeconds": 10, 
        "timeZoneId": "אירופה/לונדון", 
        "countryCode": "GB", 
        "locale": "en-GB", 
        "טוט"ל טרנקס": 10, 
        "maxRows": 0
    }, 
    "מאמץ": 210.17, 
    "שאילתה-משך": 2076, 
    "משך כולל": 2121, 
    "QueryCount": 2053, 
    "rowLimitExceded": שקר, 
    "ספירה": 922, 
    "נתונים": [ 
        { 
            "connId": "00000000-0000-0000-0000-00000-0000000001", 
            "התחל": "2025-09-18T11:16:31", 
            "userName": "משתמש בדיקה 1", 
            "userNum": "101", 
            "CLI": "+11234567890", 
            "cliName": "", 
            "hgNum": "200", 
            "callType": 2, 
            "callDir": 2, 
            "טבעת": 1.0, 
            "משך": 1.0, 
            "calledUserNum": "+19876543210", 
            "calledUserName": "לא ידוע", 
            "callUserNum": "+11234567890", 
            "hgName": "תור 200", 
            "docId": "00000000-0000-0000-0000-00000-00000000009" 
        }, 
        { 
            "connId": "00000000-00000-0000-0000-00000000002", 
            "התחל": "2025-09-18T11:16:13", 
            "userName": "משתמש בדיקה 1", 
            "userNum": "101", 
            "CLI": "+11234567890", 
            "cliName": "", 
            "callType": 2, 
            "callDir": 3, 
            "תשובה": 1, 
            "טבעת": 5.0, 
            "משך": 6.0, 
            "calledUserNum": "+19876543210", 
            "callUserName": משתמש בדיקה 1", 
            "callUserNum": "101", 
            "docId": "00000000-00000-0000-0000-00000-000000000010" 
        }, 
        { 
            "connId": "00000000-00000-00000-0000-000000000003", 
            "התחל": "2025-01-03T16:44:40", 
            "userName": "בדיקת משתמש 2", 
            "userNum": "102", 
            "callType": 1, 
            "callDir": 2, 
            "תשובה": 1, 
            "טבעת": 0.0, 
            "משך": 498.0, 
            "calledUserNum": "00000000-0000-0000-0000-0000-00000000012", 
            "calledUserName": "בדיקת משתמש 2", 
            "docId": "00000000-00000-0000-0000-00000-0000000011" 
        }
    ][
        {
            "connId": "00000000-0000-0000-0000-000000000001",
            "start": "2025-09-18T11:16:31",
            "userName": "Test User 1",
            "userNum": "101",
            "cli": "+11234567890",
            "cliName": "",
            "hgNum": "200",
            "callType": 2,
            "callDir": 2,
            "ring": 1.0,
            "duration": 1.0,
            "calledUserNum": "+19876543210",
            "calledUserName": "Unknown",
            "callUserNum": "+11234567890",
            "hgName": "Queue 200",
            "docId": "00000000-0000-0000-0000-000000000009"
        },
        {
            "connId": "00000000-0000-0000-0000-000000000002",
            "start": "2025-09-18T11:16:13",
            "userName": "Test User 1",
            "userNum": "101",
            "cli": "+11234567890",
            "cliName": "",
            "callType": 2,
            "callDir": 3,
            "ans": 1,
            "ring": 5.0,
            "duration": 6.0,
            "calledUserNum": "+19876543210",
            "callUserName": Test User 1",
            "callUserNum": "101",
            "docId": "00000000-0000-0000-0000-000000000010"
        },
        {
            "connId": "00000000-0000-0000-0000-000000000003",
            "start": "2025-01-03T16:44:40",
            "userName": "Test User 2",
            "userNum": "102",
            "callType": 1,
            "callDir": 2,
            "ans": 1,
            "ring": 0.0,
            "duration": 498.0,
            "calledUserNum": "00000000-0000-0000-0000-000000000012",
            "calledUserName": "Test User 2",
            "docId": "00000000-0000-0000-0000-000000000011"
        }
    ], 
    "סיכום": [ 
        { 
            "תשובה": 621, 
            "ref": 37, 
            "אבוד": 79, 
            "טבעת": 3318.0, 
            "משך": 124315.0
        }
    ][
        {
            "ans": 621,
            "ref": 37,
            "lost": 79,
            "ring": 3318.0,
            "duration": 124315.0
        }
    ], 
    "סטטוס": 1, 
    "StatusMessage": "הדיווח על עיבוד הושלם", 
    "RowLimit": 1000000
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

תצוגת מצעדים

Mon, 01 Jan 0001 00:00:00 +0000

תצוגת מצעדים #

תצוגת התרשים היא הרחבה של צופה הכתבים. היא מספקת תצוגה מבוססת גרף של הדוח הפתוח כיום.

מתג התצוגה יכול לשמש להחלפת הדוח בין תצוגת רשת לתצוגת גרף:

דוגמה לגרף בדוח שיחות לפי תור:

אזעקות אריחים

Mon, 01 Jan 0001 00:00:00 +0000

אזעקות אריחים #

אזעקות אריחים מספקות דרך למשוך תשומת לב להיבטים של מערכת הטלפון שפועלים מחוץ לפרמטרים מקובלים. כל אריח במערכת יכול להיות מוגדר אזעקה בזמן אמת אחד או יותר.

כדי להוסיף אזעקה, עברו ללשונית 'אזעקות' בזמן עריכת אריח, ואז לחצו על כפתור 'אזעקה חדשה'. לאחר שתכונות האזעקה מוגדרות, זכרו לשמור את האריח וגם את האזעקה החדשה.

ניתן להוסיף יותר מאזעקה אחת לאריח כדי להתמודד עם תרחישים שונים.

טריגרים #

הטריגר מגדיר מתי יש להפעיל את האזעקה. ההשוואות הבאות יכולות לשמש להגדרת הטריגר:

הערות שחרור בארכיון

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור בארכיון #

הוצאות 2020 #

1.56.0 - 21 בדצמבר 2020 #

דיווחים

כיוון שיחות הוא כעת מסנן על דיווחי שיחות לפי משתמשים.
מודלינג כעת מסוגל לזהות שיחות למכונת פקס.

לוח קיר

Wallboard מרענן באופן דינמי עם שינויים בתצורה בדפדפן אחר.
הבעיה נפתרה כאשר עדכוני קונפיגורציה עלולים לגרום למספרי סוכנים לא עקביים.
מידע RoutePath מתעדכן כעת כאשר השיחה מגיעה למשתמש, לא רק בסוף השיחה.

1.55.0 - 1 בדצמבר 2020 #

תמיכה בלוקליזציה לבריטניה וגם לברירת מחדל בארה"ב
תיקון לסטטיסטיקת שיחה מוצפת כאשר עוברת הצפה למכשיר חיצוני (כרטיס #44270)

FireTV (23 בנובמבר 1.0.20325.3)

הערות שחרור בארכיון

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור בארכיון #

הוצאות 2021 #

1.72.0 - 7 בדצמבר 2021 #

~.UcClient.~ שולחן עבודה

פרופילי נוכחות - פרופילים > ניתן כעת לעקוף על ידי משתמשים שמנהלים את ה-DND, העברה וניתוב שיחות אישיות

~.UcClient.~ נייד

Android -> גרסה ראשונית Android שיצאה
גישה לתא קולי - > משתמשים יכולים לראות את כמות ההודעות הקולות ולהתחבר כדי להשמיע אותה
בחירת פרופיל נוכחות - > משתמשים יכולים כעת לשלוט בנוכחותם דרך האפליקציה הניידת

1.71.0 - 16 בנובמבר, 2021 #

~.UcClient.~ שולחן עבודה

הערות שחרור בארכיון

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור בארכיון #

הוצאות 2022 #

1.81.0 - 8 בנובמבר 2022 #

דיווח

מאפיינים

אפשר להגדיר את מרווח זמן הצלצול עבור דוח 'שיחות לפי זמן צלצול'

תיקונים

דוחות תיוג שיחות לא פעלו במסגרת לוח זמנים (כרטיס #49817)

~.UcClient.~ לקוחות (שולחן/נייד/CRM)

מאפיינים

שיחות קבוצתיות לא יופיעו עוד כ'פספס' אם נענו במיקום אחר

תיקונים

תוקן הבעיה של התנתקות ללעת רחוק של לקוחות (קריאה #49724)

~.UcClient.~ שולחן עבודה

הערות שחרור בארכיון

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור בארכיון #

הוצאות 2023 #

1.89.0 - 12 בדצמבר 2023 #

Features

אזור	תיאור
פורטל לקוחות	סינון משופר - רשימות בחירה נוספו למשתמשים, קבוצות וכו' עדכון לוקליזציה - צרפתית וספרדית
לוח מחוונים	לחצו דרך התמיכה מאריחים לדיווחים שליטה במצב רחוק, תמיכה מפקחת למשתמשים שאינם PBX פיקוח על סוכן מפקח דורש כעת את תפקיד 'פיקוח על סוכן בקרה' אזעקות - תמיכה בהתראה מקורית בדפדפן סטטיסטיקות שיחות פעילות וקבוצות משתמשים ראשיות זמינות כעת ברשתות משתמשים/סוכנים
דיווח	מספר ספי משך הטבעת עלה מ-6 ל-12 CRM נתוני תגיות מקושרים מופיעים כעת ככתובות URL בתצוגת Call Session
~.UcClient.~ שולחן עבודה	תמיכה בהפעלה/השבתת המתנה לשיחות אפשרות ל-Screen pop עבור קבצי הרצה בנוסף לכתובות URL
~.UcClient.~ נייד	תמיכה בהפעלה/השבתת המתנה לשיחות חשיפה של מדריך אנשי קשר ללא חיפוש
פורטל משווק	3CX תמיכה בהשמעת הקלטת שיחות נוספה

Fixes

הערות שחרור בארכיון

Mon, 01 Jan 0001 00:00:00 +0000

הערות שחרור בארכיון #

הוצאות 2024 #

1.96.0 - 26 בנובמבר, 2024 #

Features

אזור	תיאור
פורטל	פיצ'ר חדש 'Dispositions'
דיווח	תגי קריאה - תיוג פוסט שיחה זמין כעת תגי קריאה - כבה מופע תגית זמין עכשיו
~.UcClient.~ לקוחות	מיילים חדשים לקבלת פנים לכל סוג לקוח
~.UcClient.~ מהדורת רשת	תמיכה בפיצ'ר החדש 'Dispositions'

Fixes

אזור	תיאור
לוח מחוונים / לוח קיר	תיקון רשתות להגדרות דיווח סביבת עבודה (#53128) תיקון רשת השיחות האבודות שלא הוחזרו (#52848)
פלטפורמה	~.pbx.kazoo.name.~ - ACDC, הוסף סיבה כשנכנסים למצב השהייה ללא סיבה ~.pbx.kazoo.name.~ - ACDC, תמיכה בביטול סיכום (#52916) ~.pbx.kazoo.name.~ - הגדלת ניסיונות ונסיגה כאשר מקבלים 429 מ-Crossbar (#53105) ~.pbx.kazoo.name.~ - ניטור אירועים משופר עבור Kazoo חשבונות שאינם יוצרים אירועי web-socket 3CX - טיפול בהחלפת מפתח רישיון.
דיווח	לחיצה בין טרנקים לטרנק החלה את המסנן הלא נכון. 'שמור כ' תיקון אפשרויות תרשים תג קריאה בוליאני תומך כעת ב-Yes/No תיקון לאופרטור המסנן 'לא מתחיל ב' (#52998) תיקון הלחיצה עבור סינון תבנית 'שיחות לפי יום' (#51986) תיקון לדגלי שיחה נטושים (#53038)
~.UcClient.~ CRM	לא ניתן להתחבר ל-Freshdesk (#53017)
~.UcClient.~ שולחן עבודה	חיפוש תלת-ספרתי שמתחיל ב-0 אינו מסתיים (#52818) הדגשה וחוג לא עובדים (#53011) שיחה נכשלת עם מצב CTI מצב (#53035) גנוב תמיכה מ-Dashboard (#53030) SIP רישום אינו מתחדש עם הגרסה האחרונה Kazoo Freeswitch גרסה (#53052)
~.UcClient.~ נייד	התראות על שיחה שלא נענתה אינן מעוצבות כראוי במדינות אחרות מלבד בריטניה
~.UcClient.~ מהדורת רשת	מכשירי שמע נבחרים לא משוחזרים כאשר הלקוח נפתח חיוג מאנשי קשר או תיבת חיוג אינו מגדיר העברה תיקון לחיוג קודי פיצ'רים (#53031) תיקיות ריקות שגורמות לחיפוש בתיקיות להיתקע (#52817) גנוב תמיכה מ-Dashboard (#53030)

1.95.0 - 24 בספטמבר 2024 #

Features

מדריכי יצירת קשר

Mon, 01 Jan 0001 00:00:00 +0000

מדריכי יצירת קשר #

~.Dimensions.~ מספק תכונת מסד נתונים לאנשי קשר המאפשרת הוספת רשומות לקוח או CRM. ניתן להשתמש בקשרים אלו לאורך כל הפתרון כדי לספק את התכונות הבאות:

למידע על אופן הגדרת מדריך אנשי קשר, עיין בסעיף Settings.

דיווחים #

פרטי יצירת קשר נשמרים לצד פרטי השיחות וניתן להשתמש בהם כמידע שיחה אחר בעת הפעלת דוחות.

ניתן להוסיף שדות ליצירת קשר לדוחות רשימת השיחות כדי לספק מידע נוסף. שדות יצירת קשר זמינים גם במסננים כדי לסייע בחיפוש אחר שיחות ספציפיות או בניתוח סוגי לקוחות מסוימים.

מושגי קריאה

Mon, 01 Jan 0001 00:00:00 +0000

מושגי קריאה #

המושגים הבאים חלים על ניתוח שיחות ומשפיעים על האופן שבו ניתן לנתח נתוני שיחה. חשוב להבין מושגים אלה כדי לסייע בהגדרות ולהבטיח שהמערכת מנוצלת במלוא הפוטנציאל שלה.

מילון מונחים #

הטבלה הבאה מפרטת מונחים המשמשים בהקשר של פלטפורמות תקשורת וניתוחים.

שם	תיאור
חשבון	מופע שרת תקשורת/PBX
ACD	הפצת שיחות אוטומטית, דרך להפצת שיחות נכנסות לסוכנים
סוכן	משתמש שיכול להתחבר כדי לקבל שיחות מתורים שמספקים תכונות ACD
שיחה	שיחת טלפון בין שני צדדים או יותר. שיחה יכולה לכלול מספר קטעים
זרימת קריאה	זרמי שיחות הקיימות ב-PBX וניתן להשתמש בהן לניתוב שיחות או לאינטראקציה איתן כדי לוודא שהן מגיעות למקום הנכון.
CLI	מזהה המתקשר החיצוני או מספר הטלפון מוצגים כאשר מתקבלת שיחת טלפון
חיבור	קטע שיחה יכול לכלול מספר חיבורים למכשירים/טרנקים שונים בפלטפורמת התקשורת
מכשיר	מכשיר המשמש לביצוע או לקבלת שיחות
DID	Direct Inward Dial, מספר טלפון המשמש להביא שיחות חיצוניות נכנסות לפלטפורמת התקשורת
קבוצה	קבוצה פשוטה שניתן להגדיר כדי להעביר שיחה למספר מכשירים
אינטרקום (IC)	שיחה פנימית בין שני מכשירים בפלטפורמת התקשורת
פארק	מצב שבו ניתן לבצע שיחה בזמן שהיא ממתינה למשתמש לענות לה. ניתן להחנות שיחות במכשירים או במיקומי חניה
PSTN	רשת טלפוניה ציבורית ממותגת. רשת ספקי שירותי התקשורת לקישור תשתיות אזוריות, לאומיות ובינלאומיות
תור	תור מתקדם שמספק תכונות ACD, תור שיחות נכנסות ומפיץ אותן לסוכנים כאשר הן זמינות
קטע	שיחה יכולה להיות מורכבת ממספר מקטעים כשהיא מועברת או עולה למכשירים/תורים שונים בפלטפורמת התקשורת
מספר שירות	מספר השירות ממולא ב-DID בשיחות נכנסות ובמזהה המתקשר היוצא בשיחות יוצאות. זה מאפשר לדוח יחיד להציג את השימוש במספר מסוים
טרנק	קו חיצוני ששימש לחיבור פלטפורמת התקשורת ל-PSTN
משתמש	משתמש בפלטפורמת התקשורת. משתמש עשוי להחזיק מכשיר אחד או יותר בפלטפורמה
עטיפה	הזמן שניתן לסוכן לאחר שיחת ACD, אותו הוא נדרש להשלמת משימות הקשורות לשיחה

סוגי שיחות #

שיחות פנימיות (אינטרקום) ושיחות חיצוניות #

מידע על כל שיחות הטלפון שמתקיימות נשמר לצורכי דיווח שיחות. זה כולל את כל השיחות החיצוניות (שיחות עם קו טרנק) ושיחות פנימיות (שיחות אינטרקום בין התקנים פנימיים של העסק).

פריט תיקון

Mon, 01 Jan 0001 00:00:00 +0000

פריט תיקון #

מעדכן סט ספציפי של תכונות של פריט תיקייה. זה משתמש בפורמט ה-Patch JSON לכל שינוי.

דוגמה #

בקשה זו תוסיף שדה טלפון חדש לפריט תיקייה קיים.

בקשה #

 
תיקון <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> HTTP/1.1
סוג תוכן: application/json
קבלה-חיובים: נכון
הרשאה: נושא {TOKEN}
קשר: לשמור בחיים
{ 
    "path": "/fields/phone2", 
    "op": "add", 
    "ערך": "+44YYYYYYYYYY" 
}

תגובה #

 
HTTP/1.1 201 נוצר
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
מיקום: <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> 
{ 
	"data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "phone2": "+44YYYYYYYYY", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-11-29T16:03:23.9251680Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

תבניות דוח

Mon, 01 Jan 0001 00:00:00 +0000

תבניות דוח #

המערכת מספקת סדרת תבניות דוחות שניתן להשתמש בהן ליצירה והרצת דוחות. בחירת התבנית מגדירה את מאפייני הדוח הבאים:

סוג נתוני שיחה -> על איזה סוג נתוני שיחה מדווחים, סשן, מקטע או חיבור
Fields -> אילו שדות זמינים לבחירת המשתמש
קיבוצ -> כיצד יש לקבץ ולסכם את הנתונים (אם בכלל). לדוגמה, רשימת רשומות שיחות בדרך כלל לא תכלול קיבוצ, כל שיחה והמאפיינים המשויכים אליה ניתנים לצפייה. אם, לעומת זאת, הנתונים מקובצים לפי מספר טלפון, עמודות מצטברות זמינות כמו סך השיחות וזמן הצלצול הכולל וכו'.

בעת יצירת דוח חדש, יש לבחור תחילה תבנית לפני שניתן לבחור עמודות. לכל תבנית יש סט של עמודות ברירת מחדל שיהיו גלויות אוטומטית, אך ניתן להוסיף או להסיר אותן על ידי המשתמש. בעת עריכת דוח, אם התבנית משתנה, העמודות שנבחרו ישתנו אוטומטית לברירת המחדל של התבנית.

~.UcClient.~ לקוחות

Mon, 01 Jan 0001 00:00:00 +0000

~.UcClient.~ לקוחות #

~.UcClient.~ לקוחות מספקים למשתמשים גישה לשליטה בטלפון שלהם, כולל גישה להיסטוריית שיחות, תא קולי, אנשי קשר ותכונות טלפון רך זמינות.

סוגי לקוחות #

הטבלה למטה מפרטת את ה-~.UcClient.~ לקוחות זמינים, תיאור קצר וקישור לתיעוד הייעודי של הלקוח:

Enums / Constants

Mon, 01 Jan 0001 00:00:00 +0000

Enums / Constants #

The tables below show enums used for specific fields in within ~.Dimensions.~.

Agent State #

Enum	Value
0	Unknown
1	LoggedOff
2	LoggedOn
3	Ready
4	BusyAcdCall
5	Wrapup
6	Away
7	BusyNonAcdCall
8	BusyAwayCall

Call Direction #

Enum	Value
0	Unknown
1	Internal
2	Incoming
3	Outgoing
4	Both

Call Type #

Enum	Value
0	Unknown
1	Internal
2	External

End Cause #

Enum	Value
0	Unknown
1	ACDBusy
2	ACDForward
3	ACDSaturated
4	Activation
5	ActiveParticipation
6	AlertTimeExpired
7	Alternate
8	AutoWork
9	Babble
10	BadAttribute
11	BadGrammar
12	BadVoice
13	BadURI
14	Blocked
15	Busy
16	BusyOverflow
17	CalendarOverflow
18	CallBack
19	CallCancelled
20	CallForward
21	CallForwardBusy
22	CallForwardImmediate
23	CallForwardNoAnswer
24	CallInterception
25	CallInterceptionBusy
26	CallInterceptionForwarded
27	CallInterceptionNoAnswer
28	CallInterceptionResourcesNotAvailable
29	CallNotAnswered
30	CallPickup
31	CampOn
32	CampOnTrunks
33	CapacityOverflow
34	CharacterCountReached
35	Conference
36	Consultation
37	DestinationDetected
38	DestinationNotObtainable
39	DestinationOutofOrder
40	Distributed
41	DistributionDelay
42	DoNotDisturb
43	DTMFDigitDetected
44	DuplicateDTMF
45	DurationExceeded
46	EarlyStop
47	EmptyQueue
48	EndofMessageDetected
49	EnteringDistribution
50	ForcedPause
51	ForcedTransition
52	IncompatibleDestination
53	InterdigitTimeout
54	Intrude
55	InvalidAccountCode
56	InvalidConnection
57	InvalidConnectionState
58	InvalidNumberFormat
59	JoinCall
60	KeyOperation
61	KeyOperationInUse
62	LawfulInterception
63	Lockout
64	Maintenance
65	MakeCall
66	MakeConnection
67	MakePredictiveCall
68	MaxTimeout
69	MessageDurationExceeded
70	MessageSizeExceeded
71	MultipleAlerting
72	MultipleQueuing
73	NetworkCongestion
74	NetworkDialling
75	NetworkNotObtainable
76	NetworkOutofOrder
77	NetworkSignal
78	NewCall
79	NextMessage
80	NoAudioSaved
81	NoAvailableAgents
82	NoQueue
83	Normal
84	NormalClearing
85	NoRule
86	NoSpeechDetected
87	NotAvailableBearerService
88	NotSupportedBearerService
89	NumberChanged
90	NumberUnallocated
91	OutOfGrammar
92	Overflow
93	Override
94	Park
95	PathReplacement
96	QueueCleared
97	QueueTimeOverflow
98	Recall
99	RecallBusy
100	RecallForwarded
101	RecallNoAnswer
102	RecallResourcesNotAvailable
103	Redirected
104	RemainsinQueue
105	ReorderTone
106	Reserved
107	ResourcesNotAvailable
108	SelectedTrunkBusy
109	SilentParticipation
110	SingleStepConference
111	SingleStepTransfer
112	SpeechDetected
113	Suspend
114	SwitchingFunctionTerminated
115	TerminationCharacterReceived
116	Timeout
117	Transfer
118	TrunksBusy
119	UnauthorizedBearerService
120	UnknownOverflow
1000	Answered
1001	HoldIndividual
1002	HoldSystem
1003	HoldForTransfer
1004	HoldForConference
1005	Recording
1006	Stolen
1007	Voicemail
1008	StartupCall
1009	Monitor
1010	WhisperCoach
1011	BargeIn
1012	NoDevice
1013	ParkRetrieved
1014	MoveCall
1015	UserOverflow
1016	Failed

Number Type #

Enum	Value
0	None
1	Local
2	National
3	International
4	Operator
5	Regional
6	Mobile
7	Services
8	Free
9	DirectoryService
10	PremiumRate
11	Emergency
12	Unknown

PBX Type #

Enum	Value
1	MockPbx
2	Mitel250
3	Telepo
4	Kazoo
5	ThreeCx
6	Teams
7	KazooCdr
8	Horizon
9	IntermediaExtend
10	Wildix
11	Synthflow
12	Puzzel
13	Vanilla
14	EightByEight

Microsoft Power BI Integration (Preview)

Mon, 01 Jan 0001 00:00:00 +0000

Microsoft Power BI Integration (Preview) #

ניתן לגשת לפלטי הדוח ישירות דרך Microsoft Power BI באמצעות REST API. זה מאפשר שילוב דיווחי תקשורת עם מקורות נתונים אחרים באמצעות פלטפורמת Power BI.

מחק CRM פריט

Mon, 01 Jan 0001 00:00:00 +0000

מחק CRM פריט #

מוחק פריט קיים מתיקיה.

בקשה #

דוגמה #

בקשה זו תמחק את הפריט הספציפי בתוך התיקיה.

בקשה #

 
מחק <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/crmitems/00000000-0000-0000-0000-000000000001> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{  
	"data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-01-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

מחק פריט

Mon, 01 Jan 0001 00:00:00 +0000

מחק פריט #

מוחק פריט קיים מתיקיה.

בקשה #

דוגמה #

בקשה זו תמחק את הפריט הספציפי בתוך התיקיה.

בקשה #

 
מחק <https://api.eu.myreports.cloud/api/v1.0/contactdirectories/00000000-0000-0000-0000-000000000000/items/00000000-0000-0000-0000-000000000123> HTTP/1.1
הרשאה: נושא {TOKEN}

תגובה #

 
HTTP/1.1 200 OK
סוג תוכן: application/json; charset=utf-8
אורך תוכן: xx
{  
	"data": { 
        "id": "00000000-0000-0000-0000-00000-000000000123", 
        "שדות": { 
            "כותרת": "מר", 
            "fullName": "CRM3a", 
            "שם חברה": "חברה", 
            "jobTitle": "Job Title", 
            "phone1": "+44XXXXXXXXXXXX", 
            "אימייל": "כתובת דוא"ל", 
            "field1": "field1", 
            "field2": "field2", 
            "crmId": "00000000-00000-00000-00000-0000000001" 
        }
    }, 
	"סטטוס": "הצלחה", 
	"חותמת זמן": "2019-01-01T10:00:00.2890319Z" 
}

טעויות #

לא מורשה #

כאשר האסימון אינו מסופק, אינו תקף או פג תוקף

 
HTTP/1.1 401 לא מורשה

מסננים

Mon, 01 Jan 0001 00:00:00 +0000

מסננים #

סינון משמש בכל המערכת כדי לאפשר למשתמשים למצוא שיחות או קבוצות שיחות ספציפיות. המערכת מאחסנת סוגים שונים של מידע על כל שיחה שניתן להשתמש בהם לזיהוי שלה. מידע זה יכול לשמש במסננים שמורים ומהירים כדי להבטיח שדוחות ולוחות קיר מציגים את הנתונים הנדרשים.

ניתן לערוך/ליצור פילטרים בחלק המסננים באתר. כדי ליצור פילטר חדש, לחץ על כפתור 'יצירת פילטר' בפינה הימנית העליונה של המסך. כדי לערוך פילטר קיים, לחץ על הקישור 'עריכה' ליד המסנן.

תגי קריאה

Mon, 01 Jan 0001 00:00:00 +0000

תגי קריאה #

תיוג שיחות הוא תכונה גמישה שנועדה לאפשר הוספת מידע מותאם אישית לרשומות שיחות, להעניק הקשר מחוץ לפלטפורמת התקשורת ולשפר את דוחות השיחות.

סעיף זה מספק מידע על אפשרויות תג הקריאה. למידע על אופן השימוש בתגי קריאה, ראו כאן.

יצירת תגי קריאה #

ניתן לנהל תגי שיחות מאזור 'הגדרות' בפורטל. כל משתמש עם הרשאת 'ניהול הגדרות לקוחות' יכול להוסיף או לערוך תגיות.

כדי להוסיף תג קריאה, פשוט לחצו על כפתור '+ Add Tag'. לכל תג יש לקבל 'שם' שיהיה גלוי ברשימת השיחות ובפילטרים.

לוח מחוונים אישי

Mon, 01 Jan 0001 00:00:00 +0000

לוח מחוונים אישי #

לוח הבקרה האישי הוא גרסה מצומצמת של לוח מחוונים מלא שמיועד לשימוש של משתמשים בודדים. הוא מספק פרטים על ביצועי המשתמש ומאפשר לו לעקוב אחר ההתקדמות שלו מול KPIs.

ניתן להגדיר תצוגה אחת או יותר של לוח מחוונים אישי בתוך Workspace, מה שמאפשר למשתמשים שונים לגשת להגדרות שונות במידת הצורך.

אם יש לך הרשאה לנהל אותם, תראה את אפשרות לוחות מחוונים אישיים בתפריט Workspace יחד עם לוחות מחוונים, מסננים וכו'.

הוראות

Mon, 01 Jan 0001 00:00:00 +0000

הוראות #

התכונה היא תכונה שדורשת שסוגים מסוימים של קריאות יקבלו תוצאות שיחות. ניתן לדווח על תכונות 'Dispositions' (או היעדרותן) דרך תכונות הדיווח ולוח המחוונים/לוח הקיר.

סעיף זה מספק מידע על אופן פעולת הנטיות וכיצד הן מוגדרות.

איך הנטיות פועלות #

סידורים פועלים בדומה לרשימות תגיות קריאה, אך במקום להיות אופציונליים, הם נדרשים. כל מופע סידור שנוצר דורש סינון. כל קריאה שתואמת את המסנן דורשת סינון.

משתמשים שיש להם Call Dispositions מופעל בפרופיל הלקוח שלהם, יתבקשו להזין סידור במהלך השיחה או לאחר השיחה בהיסטוריית השיחות הייעודיות.

לוח קיר עבור Amazon FireTV

Mon, 01 Jan 0001 00:00:00 +0000

לוח קיר עבור Amazon FireTV #

ה-Wallboard עבור Amazon FireTV הוא יישום שתוכנן להציג לוחות קיר על טלוויזיה עם מסך גדול. האפליקציה נועדה להיות קלה להגדרה ותחזוקה.

כדי לפעול, האפליקציה צריכה להיות מקושרת לחשבון משתמש. לאחר הקישור, האפליקציה יכולה להציג כל לוח קיר מכל מרחב עבודה שהמשתמש המקושר נגיש אליו.

FireTV התקנת לוח קיר #

הסעיף הבא מפרט כיצד להגדיר את אפליקציית Wallboard עבור Amazon Fire TV. כדי להשלים את השלבים הללו, ודא שיש לך את הדברים הבאים:

לוחות זמנים

Mon, 01 Jan 0001 00:00:00 +0000

לוחות זמנים #

לוחות זמנים מספקים דרך קלה למשתמשים לקבל גישה לנתונים כשהם זקוקים להם, מבלי להתחבר ולהריץ דוחות ידנית.
כל לוח זמנים שנוצר יכול להריץ מספר דוחות, כל אחד עם טווח תאריכים ואפשרויות סינון שונות. כאשר לוח הזמנים רץ, קישורים לדוחות נשלחים למשתמשים שצוינו, ומאפשרים להם לצפות בפלט מבלי להמתין לריצת הדוחות.

ניהול לוחות זמנים #

לכל מרחב עבודה יש אזור 'לוחות זמנים' ייעודי משלו, המספק רשימה של כל לוחות הזמנים שנוצרו. מממשק זה ניתן ליצור, לערוך ולמחוק לוחות זמנים. לכל לוח זמנים יש את דפי המאפיינים הבאים שצריך להגדיר אותם:

מרחבי עבודה

Mon, 01 Jan 0001 00:00:00 +0000

מרחבי עבודה #

סעיף זה מספק גישה לניהול מרחבי העבודה השונים שנוצרו עבור המשתמשים. מרחבי עבודה מספקים סביבות למשתמשים ליצור ולשתף דוחות עם משתמשים אחרים במערכת.

למידע על תכונות ספציפיות, אנא עיינו בסעיף Workspaces בתיעוד.

הקלטת שיחות

Mon, 01 Jan 0001 00:00:00 +0000

הקלטת שיחות #

אם הוא הופעל נגד החשבון שלך והמשתמש שלך קיבל את ההרשאה הנכונה, ~.Dimensions.~ מספק גישה לשיחות טלפון ניגון, ישירות מדוחות.

גישה להקלטות שיחות זמינה בשתי שיטות:

Conversations -> אזור ייעודי לגישה להקלטות שיחות ונתוני מודיעין שיחתי.
Call Session -> על ידי לחיצה על תצוגת סשן השיחה מכל דוח רשימת שיחות, תוכל לגשת להקלטות של אותה שיחה ספציפית.

אילו שיחות מוקלטות? #

מתי ואיך שיחות מוקלטות נשלטים בפלטפורמת התקשורת. אנא פנה למנהל המערכת שלך למידע נוסף.

הקלטת השמעה מתוך דוח #

כדי להשמיע שיחה, פשוט הרץ דוח רשימת שיחות והשתמש במסנן שמור או מהיר כדי לזהות את השיחה הספציפית לשידור חוזר.

סוגי פלטפורמות

Mon, 01 Jan 0001 00:00:00 +0000

סוגי פלטפורמות #

מטריצת התכונות למטה מדגישה את ההבדלים בתכונות הזמינות בכל סוג פלטפורמה ~.Dimensions.~ תומך:

סוג	נתוני שיחות Live	הקלטת שיחה השמעה	דיווח מגבלות	User Interaction
~.pbx.kazoo.name.~	✔	✔	ללא מגבלות	כל האינטראקציות נתמכות
3CX	✔	✔	אין דיווח זמן המתנה אין דיווח תא קולי	אין תמיכה Steal
Microsoft Teams	✘	✔	אין דיווח Ring/Hold Time אין דיווח Transfer אין דיווח תא קולי	אין תמיכה באינטראקציות