The following settings are used when calculating data for the Call Reports. Settings changed here will affect all users.

General

Call Rate Period

The call rate period is used by the Calls by Start Time template when grouping calls together. Calls will rarely have the same Start Time, so to group them together to see call over time the Start Time is rounded down using the Call Rate Period. For example, with the call rate period set to 30, calls will be grouped in ranges of 30 minutes -> 08:30-09:00, 09:00-09:30.  (Default: 30 minutes)

Short Call Threshold

Any answered call with a talk time (plus hold time) less than the value configured here will be classed as a Short Call. Using filters, these calls can then be removed from reports if required. (Default: 20 seconds)

Ignore Abandoned Calls

If this setting is enabled, any call with a ring time less than that of the abandoned call threshold will be excluded from all historic reports and service level calculations. (Default: False)

Service Level

This setting is the target time in which inbound calls should be answered. This is used when calculating what % of inbound calls met the target service level. (Default: 10 seconds) 

Daily Statistics Reset Time

This setting controls two things:

• When the Real-Time statistics for the Wallboard/Dashboard get reset to zero to denote the start of a day.
• When the Historical statistics calls a new day as starting. Any calls crossing this transition time will not be grouped together.

(Default: 02:00) 

Reset Call Timers Only Once per Call

When enabled, the call timers will only be reset once per call. When disabled, call timers can be reset each time a call rings at a hunt group with the 'Reset call timers when a call rings this group' settings enabled. 

(Default: Enabled) 

Account Codes

When looking at a Calls by Account Code report, all calls with any type of account code on will be displayed. However, when viewing reports grouped by other items (Trunks, DID, etc) then account code columns need to be added to the report.

The Account Code settings here represent the 10 account code columns that are added to these grouped reports. Any description given to the code here will be used in column headers on the reports so they make sense to the user.

Ring Duration Categories

The ring duration intervals configured here are used in grouped reports and real-time statistics to show the break down of when calls were lost and answered.

Each ring duration is calculated as <= when calculating the call statistics.

For example, if a call was answered after 9 seconds, it would be counted in all but ring duration 1's statistics on a report.

The ring durations configured here can then be access as real-time statistics or historical reports through the following statistic types:

• Answered < [Ring Duration], % Answered <= [Ring Duration]
• Lost <= [Ring Duration], % Lost <= [Ring Duration]

By default, 6 ring durations are configured on the system. If required, more can be added by clicking the 'Add ring duration' link

(Default: 5, 15, 30, 60, 120, 240)

Call Statistics

Depending on the device type that is involved in a call, how the call is modeled and whether the call is treated as answered can be changed. Please refer to the PBX Configuration section for more information.