Call Segmentation & Analytics

Segmentation & Historical Reporting

When viewing reports, it is important to understand how call segments will affect the data being displayed. Some reports will count individual call segments while others will only count calls (refer to the Report Templates section to see which reports show call segments and which show calls).

For example, a 'Calls By DID' report will only count complete calls and will ignore call segments. This is because the report is designed to show how many actual calls came in on a DID. A 'Calls By Hunt Group' report will count individual call segments. This is because a call may get presented to more than one hunt group (or agent/device within that group) and so needs to be counted against each.

Examples of how segmentation affects historical reports:

Statistic	Report Template	Description of Data
Max Ring Time (In)	Calls by DID/Trunk	Will display details of the call with the longest ring time until first answered for each DID/Trunk.
	Calls by Hunt Group	Will display details of the call with the longest ring time for calls that have rung at the hunt group, not including any time spent ringing at other devices in previous or subsequent segments.
	Calls by Agent/Extension	Will display details of the call with the longest ring time for calls that have rung at the hunt group, not including any time spent ringing at other devices in previous or subsequent segments.
Total Ring Time (In)	Calls by DID/Trunk	Will display the accumulated ring time until first answered for all calls that have rung at the DID/Trunk.
	Calls by Hunt Group	Will display the accumulated ring time for all calls that have rung at the hunt group, not including any time spent ringing at other devices in previous or subsequent segments.
	Calls by Agent/Extension	Will display the accumulated ring time for all calls that have rung at the agent/hunt group, not including any time spent ringing at other devices in previous or subsequent segments.
Calls Overflowed Out	Calls by DID/Trunk	Not relevant on a non-segmented report.
	Calls by Hunt Group	Will display the number of calls that recalled to another destination.
	Calls by Agent/Extension	Will display the number of calls that recalled to another destination.
Calls Transferred Out	Calls by DID/Trunk	Not relevant on a non-segmented report.
	Calls by Hunt Group	Will display the number of calls answered by Agents/Extensions within the group and then transferred somewhere else.
	Calls by Agent/Extension	Will display the number of calls that were answered at the agent/extension and then transferred to another device.
Lost Calls	Calls by DID/Trunk	Will display the number of calls where the last segment of the call was not answered.
	Calls by Hunt Group	Will display the number of calls where the caller hung up without being answered while ringing at the hunt group.
	Calls by Agent/Extension	Will display the number of calls where the caller hung up without being answered while ringing at the agent\extension.
Calls In Answered	Calls by DID/Trunk	Will display the number of calls on the DID/Trunk that were answered.
	Calls by Hunt Group	Will display the number of calls that were answered by a device in the hunt group.
	Calls by Agent/Extension	Will display the number of calls that were answered by the agent/extension. A call could be answered multiple times if transferred between extensions.
Calls In Refused	Calls by DID/Trunk	Not relevant, refused calls are only calculated for agent or extension.
	Calls by Hunt Group
	Calls by Agent/Extension	Will display the number of calls that were refused (not answered) by an agent/extension that was in the free state and moved to the next device in the hunt group.

Segmentation & Real-Time Reporting Tiles

Tiles (Including Single Stat, Multi-Stat & Ticker)

When viewing real-time data using tiles or grids, it is important to understand how call segmentation will affect the data being displayed. By default, all tile based statistics will display non-segmented call data, with data aggregated between multiple call segments. However, if the statistic has been filtered by one or more devices (agent or extension), it will switch to displaying segmented call data which matches the device(s) on the filter.

Examples of how filtering and segmentation affect tile statistics:

Statistic	Filter	Description of Data
Max Ring Time (In)	No Filter	Will display the call with the longest ring time until it was first answered. This statistic is not affected by the 'Reset Call Timers when a call rings this group' flag. It will show max ring time including Call Routing Announcements (CRA).
Max Ring Time (In)	Hunt Group 2000	Will display the call that spent the longest time ringing at hunt group 2000. It will not include any time spent ringing in previous or subsequent call segments.
Longest Waiting	No Filter	Will display the active ringing call with the longest ring time, this is the current ring time accumulated across multiple segments and will include calls that have been answered but then transferred to another device and have started ringing again. This statistic is affected by the 'Reset Call Timers when a call rings this group' flag. It will show max ring time including Call Routing Announcements (CRA).
Longest Waiting	Hunt Group 2000	Will display the active call with the longest ring time currently queuing at hunt group 2000.
Total Ring Time (In)	No Filter	Will display the accumulated ring time for all calls until they were first answered. This statistic is not affected by the 'Reset Call Timers when a call rings this group' flag. It will show all ring time including Call Routing Announcements (CRA).
Total Ring Time (In)	Hunt Group 2000	Will display the total accumulate ring time for call segments that have rung hunt group 2000. It will not include any ring time from previous or subsequent call segments.

Segmentation & Real-Time Dashboard Grids

There are five real-time dashboard grids:

Agent, Extension & Hunt Group Grids, Shows segmented call data grouped by device (Agent/Extension/Hunt Group)
Trunk & Call Grid, Shows non-segmented call data grouped by trunk or callid

Agent & Extension Grid Tiles

Agent and extension based grid tiles show segmented call data, looking at calls that relate to the device in the grid and ignoring any previous segments. The same concepts apply when running a Calls by Agent or Calls by Extension report.

Statistic	Grid Type	Description of Data
Max Ring Time (In)	Agent/Extension	Will display details of the call with the longest ring time for calls that have rung at the agent/extension, not including any time spent ringing at other devices in previous segments.
Total Ring Time (In)	Agent/Extension	Will display the accumulated ring time for calls that have rung at the agent/extension, not including any time spent ringing at other devices in previous segments.

Call & Trunk Grid Tiles

Call and trunk based grid tiles show non-segmented data, looking at the complete call and not the current segment. The same concepts apply when looking at a Calls by Trunk or Calls by Telephone Number report.

Statistic	Grid Type	Description of Data
Max Ring Time (In)	Trunk/Call	Will display details of the call with the longest aggregated ring time across all the call's segments.
Total Ring Time (In)	Trunk/Call	Will display the accumulated ring time for all segments of all calls.