Queue Data

Options

Availability	Standard
Select By	Account or Service Number(s), then custom Date Period
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily, Weekly, Monthly
Graphs Available	No
Timeline Available	No

Output

Column Name	Description	Type
CallID	Unique ID allocated to the call	Integer
Call Start	Date and time when the call reached the call handling platform, in DD/MM/YYYY HH:MM:SS format. This is not necessarily the time the call is answered (and where call charges may be applied)	DateTime
Call End	Date and time when the call terminates, in DD/MM/YYYY HH:MM:SS format. This is not necessarily the time when the calling party terminates the call - for Service Plans with Post Call functionality, this may be the time the called party terminates the call	DateTime
Dialled Number	Also known as Service Number, and is the number dialled by the calling party	Telephone Number
Description	Optional description, defined in the portal via Home>Numbers, or Home>Service Manager>Manage>Numbers, or via a Web API call	String
Calling Number	The calling party's number	Telephone Number
Called Number	The destination party's (i.e. the called party's) number	Telephone Number
Withheld	The caller's CLI status - Yes=Withheld, No=Not Withheld	String
Total Duration	Calculated from the point when the call arrives on the platform if the call is answered immediately in order to play audio for example, whether the call is ultimately answered by a called party or not, and this field will contain data regardless of call type. 'Total Duration' will be the same as 'Handling Time' (±1sec due to rounding) if the call is answered immediately by the called party without any preceding queuing activity - i.e. it doesn't include the 'Time In Queue'	HH:MM:SS
​Call Outcome *	Set to '†Answered' if a call is answered by the called party Set to 'Failed' if a call remains unanswered after the Queue node's Queue Time Out expires Set to 'Not Queued' for calls that did not use queuing functionality The Call Outcomes above may be superseded (i.e. replaced) by a different Call Outcome depending on subsequent functionality in the Service Plan configuration. Set to 'Abandoned' for calls that hung up either before the called party answered (or if the called party was engaged or presenting some other network condition at the point of hang up), or the call was being held back in the queue - i.e. there was no active outdial to a called party at the point the caller hung up	String
Time In Queue	​This field is blank for calls that did not use any queuing functionality. Time In Queue does not necessarily mean the call was in the queue waiting for outbound capacity - this is also the ring time once the call leaves the queue, or if the call bypassed the queue altogether because there was sufficient outbound call capacity as defined by the 'Max Connected Calls' in the Queue node setting. Time In Queue also reflects the time a call spends once they've left the queue and are waiting for an agent to answer their call, but their call ultimately goes unanswered	HH:MM:SS
Handling Time	'Answered' talk time - whether a Queued call or not. This field will be blank for unanswered calls, whether queued or non-queued	HH:MM:SS

*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 outdial 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 outdial 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 outdial attempt that does not result in an answered call.)

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