- Total Calls
- Connected Calls
- Not Connected Calls
- Abandoned Calls
- Abandoned Off-Hook Calls
- Answered Calls
- Forwarded Calls
- Voice Mail Calls
- Transferred From Calls
- Transferred To Calls
- Transferred (Blind) To Calls
- Transferred (Consultative) To Calls
- Long Duration Calls
- Medium Duration Calls
- Short Duration Calls
- Two Way Video Calls
- One Way Video Calls
- Queued Calls
Definition: Call Scenario Types
Each call, as represented by a CDR, will involve 1 or more Call Scenarios, which help classify and describe the call:
- Did the call connect?
- Was it answered, go to voicemail, or abandoned?
- Was the call forwarded and/or transferred?
- Was it a short, medium, or long duration and/or did it involve video?
By using classifying Call Scenarios in Call Analytics, you are able to compute and identify breakdowns and key statistics for the Call Scenarios that are important to you, such as the # of Connected vs Not Connected Calls, Answered vs Abandoned, etc.
Variphy offers many Call Scenarios, which are defined below. Keep in mind that many Call Scenarios can often apply to a single call/CDR .
|Call Scenario Types||Description|
|Total Calls||All calls for the specified Search Set Criteria (original search results) and also the combination of the Connected and Not Connected Calls|
|Connected Calls||Calls in which a connection was established, regardless of duration and also the combination of Answered and Voice Mail Calls|
|Not Connected Calls||Calls in which a connection was not established|
|Abandoned Calls||Calls in which the originating party dialed a number and then hung up/ended the call first before a successful connection was established|
|Abandoned Off-Hook Calls||Calls in which the originating party hung up/ended the call before dialing/calling any number or destination|
|Answered Calls||Connected calls which were not answered by a voicemail port or device (e.g. not a voice mail call)|
|Forwarded Calls||Non-Voice Mail Calls where the original called party (dialed) number is different than the final called party number|
|Voice Mail Calls||Calls which are answered by a voicemail port or device, regardless of duration|
|Transferred From Calls||Calls which resulted in a transfer (either blind or consultative) to an ensuing call|
|Transferred To Calls||Calls which were the result of a transfer (either blind or consultative) and also the combination of Transferred (Blind) To Calls and Transferred Consultative To Calls|
|Transferred (Blind) To Calls||Calls which were the result of a blind transfer from a previous call|
|Transferred (Consultative) To Calls||Calls which were the result of a consultative transfer from a previous call|
|Long Duration Calls||Calls in which the duration is greater than or equal to the specified long call duration. The default duration is 1 hour (3600 seconds).|
|Medium Duration Calls||Calls in which the duration is between the specific short and long call duration. The default short duration is 10 seconds and long duration is 1 hour (3600 seconds).|
|Short Duration Calls||Calls in which the duration is less than or equal to the specified short call duration. The default duration is 10 seconds|
|Two Way Video Calls||Calls in which the video was used/transmitted by both the originating and terminating party|
|One Way Video Calls||Calls in which the video was used/transmitted by either the originating or terminating party, but not both|
|Queued Calls||Calls in which the native CUCM call queuing took place, regardless of queue duration|