Account Service Number

Shows total calls handled by all Service Numbers in the selected account for the specified period, and includes Service Numbers in all related sub accounts if applicable.

Options

Availability	Standard
Select By	Account, then Date Period options: Today, Yesterday, Last 7 Days, This Month, Last Month, Custom Range
Viewable in Portal	No
Download Options	CSV or Excel
Scheduled Report options	Daily (Sent each day with previous day's data), or Weekly (Sent every Monday with previous 7 day's data)
Graphs Available	No

Output

Column Name	Description	Type
Account Name	Account Name	String
Account Type	Service Provider, Reseller, Sub Reseller or Customer	String
Parent Account Name	Parent Account Name	String
Service Number	Also known as Dialled Number, and is the number dialled by the calling party	Telephone Number
Service Number Description	Optional description, defined in the portal via Home>Numbers, or Home>Service Manager>Manage>Numbers, or via a Web API call	String
Total Calls	The total number of calls made to the Service Number for the specified report period	Integer
Answered *†	Total number of calls answered by the destination number (or by the platform)	Integer
Unanswered *	Total number of calls that went unanswered by the destination number	Integer
Engaged *	Total number of calls that encountered busy tone from the destination number	Integer
Other *	Total number of other network conditions encountered from the destination number. ('Other' is synonymous with 'Failed' as seen in other reports)	Integer
Total Minutes	Total Minutes - rounded down to the nearest minute	Integer
Average Minutes	Total Minutes ÷ Answered, to 2 decimal places	Float
Average Time To Answer	Total '‡Times To Answer' ÷ Answered, rounded up to the nearest second	Integer

*Depending on the level of complexity in a Service Plan assigned to a Service Number, an individual call can encounter more than one call outcome, but only the final call outcome is reported. For example, an outbound call to a destination that returns busy tone may cause the service flow to attempt a new out-dial to a different destination that does answer the call. This call attempt will be reflected in the report as 'Answered' - but the busy tone that the initial out-dial attempt encountered will not be reflected in the 'Engaged' column - it is effectively lost as far as this Pulse report is concerned.

† An inbound call will be marked in the first instance as 'Answered' in the following scenarios:

• If the first event encountered in the call is audio (passive audio or a menu prompt for example) - i.e. the platform has answered the call. Note: the 'Answered' status may be superseded by another status if for example the audio is then followed by an out-dial attempt that does not result in an answered call.

• If an outbound call has been answered by the destination number. (Note: the 'Answered' status may be superseded by another status if the successful out-dial is then followed by other activity from a Post Call node, where a subsequent out-dial is attempted that does not result in an answered call.)

​‡ Every call to the platform has a Time to Answer (TTA) value which feeds into this report, and is 0 if the call was not answered, or has a value (in seconds) of 1 or greater depending on the time the called party takes to answer the call. TTA is always 1 if the platform (rather than the called party) is first to answer the call.