Grouped Statistics - Call Times (Total)

The total number of inbound calls answered inside each of the 6 service levels.

The total number of inbound calls lost inside each of the 6 service levels.

The total amount of ring time for all inbound answered calls.

The total amount of ring time for all outbound answered calls.

The total duration for all calls including ring, hold and talk time.

The total duration for all inbound calls including ring, hold and talk time.

The total duration for all outbound calls including ring, hold and talk time.

The total hold duration for all calls.

The total hold duration for all inbound calls.

The total hold duration for all outbound calls.

The total ring duration for all calls.

The total ring duration for all lost calls.

The total amount of ring time on inbound calls.

The total amount of ring time on outbound calls.

The total amount of talk time for all calls.

The total amount of talk time for all inbound calls.

The total amount of talk time for all outbound calls.

Statistics with a direction (In/Out) behave differently depending on where they are used:

On a Real-Time Tile, they will only include external calls
On a Real-Time Agent/Extension Grid or on a Calls by Extension/User report, they will include internal and external calls