Variphy can provide the following Data types and Statistics which offer key metric or statistic data points to identify call counts, percentages of total, total and average call durations, as well as total and average ring durations.
Each call, as represented will involve 1 or more Call Scenarios and/or Data types, which help classify and describe the call:
- Did the call connect?
- Was it answered, go to voicemail, not connected?
- Was the call forwarded and/or transferred?
- Was it a short, medium, or long duration?
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 Voice Mail, etc.
Webex Calling Call Scenario Types
| Scenario Name | Definition |
| 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. |
| Not Connected Calls | Calls in which a connection was not established. |
| Answered Calls | Connected Calls which were not answered by a voicemail port or device (e.g. not a voice mail call) |
| Forwarded Calls | Calls in which the caller was redirected to a different device or user. Forwarded calls are marked by Webex Calling as one of the following: * Selective * No Answer * Busy * Always * Unknown |
| Forwarded (Selective) Calls | The calls were forwarded per a defined schedule. This schedule can be based on factors like a specific time, specific callers or to a VM. It always takes precedence over Call Forwarding. |
| Forwarded (No Answer) Calls | The calls were forwarded because the party was not available to take the call. |
| Forwarded (Busy) Calls | The calls were forwarded because the user called was busy. |
| Forwarded (Always) Calls | The calls were unconditionally forwarded to a defined phone number or to a voice mail. |
| Voice Mail Calls | Calls which are answered by a voicemail port or device, regardless of duration |
| Transferred From Calls | Call legs that resulted in a transfer to an ensuing call. |
| Transferred To Calls | Call legs which were the result of a transfer. |
| Transferred (Blind) To Calls | Call legs which were the result of a blind transfer |
| Transferred (Consultative) To Calls | Call legs which were the result of a consultative transfer |
| Transferred (Automated) To Calls | Call legs which were the result of a blind transfer by either an auto attendant, hunt group, or call queue to a user within the org (i.e. not a transfer to another automated solution). |
| Transferred (Auto Attendant) To Calls | Call legs which were the result of a blind transfer by an auto attendant to a user within the org Note: we will not consider auto attendant transfers to another automated machine (call queue, hunt group, etc) as part of this. Only auto attendant transfers that resulted in a call with a person (user). |
| Transferred (Hunt Group) To Calls | Call legs which were the result of a blind transfer by a hunt group. Note: we will not consider hunt group transfers to another automated machine (call queue, auto attendant, etc) as part of this. Only hunt group transfers that resulted in a call with a person (user). |
| Transferred (Call Queue) To Calls | Call legs which were the result of a blind transfer by a call queue. Note: we will not consider call queue transfers to another automated machine (hunt group, auto attendant, etc) as part of this. Only call queue transfers that resulted in a call with a person (user). |
| 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 which did connect but are neither “Long” or “Short” in duration |
| 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. |
| Parked Calls | A call where a user parks a call against another user’s extension or to a Call Park Extension. While the call is parked, the user can make and receive other calls freely and invoke other features without limitation. |
| Queued Calls | Calls in which queuing took place, regardless of queue duration. |
Webex Calling Summary Data Types
Summary data types can be found under the Search Set Statistics and represent Total, Percent & Averages based on the Search Set(s) defined.
Total Calls – The total number of individual call legs identified by the Search Set Criteria.
- Total Call Count
- Total Sequence Count – The total number of call sequences that make up 1 or more call legs that are identified by the Search Set Criteria
- Total Call Duration
- Total Average Call Duration
- Total Average Ring Duration
Connected Calls – Calls in which a start time was established, regardless of duration and also the combination of Answered and Voice Mail Calls
- Connected Call Count
- Connected Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Connected Call Total Duration
- Connected Call Average Duration
- Connected Call Average Ring Duration
Not Connected Calls – Calls in which no connection was established, will include abandoned calls.
- Not Connected Call Count
- Not Connected Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Not Connected Call Average Ring Duration
Answered Calls – Connected calls which were not answered by a voicemail (e.g. not a voice mail call)
- Answered Call Count
- Answered Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Answered Call Total Duration
- Answered Call Average Duration
- Answered Call Average Ring Duration
Forwarded Calls – Calls in which a Callee forward to value is present, indicating the call is part of a forward.
- Forwarded Call Count
- Forwarded Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Forwarded Call Total Duration
- Forwarded Call Average Duration
- Forwarded Call Average Ring Duration
Forwarded (Selective) Calls – Calls were forwarded per a defined schedule. This schedule can be based on factors like a specific time, specific callers or to a VM.
- Forwarded (Selective) Call Count
- Forwarded (Selective) Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Forwarded (Selective) Call Total Duration
- Forwarded (Selective) Call Average Duration
- Forwarded (Selective) Call Average Ring Duration
Forwarded (No Answer) Calls – The calls were forwarded because the party was not available to take the call.
- Forwarded (No Answer) Call Count
- Forwarded (No Answer) Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Forwarded (No Answer) Call Total Duration
- Forwarded (No Answer) Call Average Duration
- Forwarded (No Answer) Call Average Ring Duration
Forwarded (Busy) Calls – The calls were forwarded because the user called was busy.
- Forwarded (Busy) Call Count
- Forwarded (Busy) Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Forwarded (Busy) Call Total Duration
- Forwarded (Busy) Call Average Duration
- Forwarded (Busy) Call Average Ring Duration
Forwarded (Always) Calls – The calls were unconditionally forwarded to a defined phone number or to a voice mail.
- Forwarded (Always) Call Count
- Forwarded (Always) Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Forwarded (Always) Call Total Duration
- Forwarded (Always) Call Average Duration
- Forwarded (Always) Call Average Ring Duration
Voice Mail Calls – Calls which were answered by voicemail and a voicemail connection was established.
- Voice Mail Call Count
- Voice Mail Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Voice Mail Call Total Duration
- Voice Mail Call Average Duration
- Voice Mail Call Average Ring Duration
Transferred From Calls – Calls which resulted in a transfer to an ensuing call
- Transferred From Call Count
- Transferred From Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred From Call Total Duration
- Transferred From Call Average Duration
- Transferred From Call Average Ring Duration
Transferred To Calls – Calls which were the result of a transfer
- Transferred To Call Count
- Transferred To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred To Call Total Duration
- Transferred To Call Average Duration
- Transferred To Call Average Ring Duration
Transferred To (Blind) Calls – Calls which were the result of a blind transfer
- Transferred (Blind) To Call Count
- Transferred (Blind) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Blind) To Call Total Duration
- Transferred (Blind) To Call Average Duration
- Transferred (Blind) To Call Average Ring Duration
Transferred (Consultative) To Calls – Calls which were the result of a consultative transfer
- Transferred (Consultative) To Call Count
- Transferred (Consultative) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Consultative) To Call Total Duration
- Transferred (Consultative) To Call Average Duration
- Transferred (Consultative) To Call Average Ring Duration
Transferred (Automated) To Calls – Call legs which were the result of a blind tranfer by either an auto attendant, hunt group or call queue to a user within the org (i.e. not a transfer to another automated solution).
- Transferred (Automated) To Call Count
- Transferred (Automated) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Automated) To Call Total Duration
- Transferred (Automated) To Call Average Duration
- Transferred (Automated) To Call Average Ring Duration
Transferred (Auto Attendant) To Calls – Calls which were the result of a blind transfer by an auto attendant to a user within the org.
- Transferred (Auto Attendant) To Call Count
- Transferred (Auto Attendant) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Auto Attendant) To Call Total Duration
- Transferred (Auto Attendant) To Call Average Duration
- Transferred (Auto Attendant) To Call Average Ring Duration
Transferred (Hunt Group) To Calls – Calls which were the result of a blind transfer by a hunt group.
- Transferred (Hunt Group) To Call Count
- Transferred (Hunt Group) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Hunt Group) To Call Total Duration
- Transferred (Hunt Group) To Call Average Duration
- Transferred (Hunt Group) To Call Average Ring Duration
Transferred (Call Queue) To Calls – Calls which were the result of a blind transfer by a call queue.
- Transferred (Call Queue) To Call Count
- Transferred (Call Queue) To Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Transferred (Call Queue) To Call Total Duration
- Transferred (Call Queue) To Call Average Duration
- Transferred (Call Queue) To Call Average Ring Duration
Long Duration Calls – Calls in which the duration is greater than or equal to the specified long call duration filter input in the report. The default long duration is 1 hour (3600 seconds).
- Long Duration Call Count
- Long Duration Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Long Duration Call Total Duration
- Long Duration Call Average Duration
- Long Duration Call Average Ring Duration
Medium Duration Calls – Calls in which the duration is between the specific short and long call duration filter input in the report. The default short duration is 10 seconds and long duration is 1 hour (3600 seconds).
- Medium Duration Call Count
- Medium Duration Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Medium Duration Call Total Duration
- Medium Duration Call Average Duration
- Medium Duration Call Average Ring Duration
Short Duration Calls – Calls in which the duration is less than or equal to the specified short call duration filter input in the report. The default duration is 10 seconds
- Short Duration Call Count
- Short Duration Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Short Duration Call Total Duration
- Short Duration Call Average Duration
- Short Duration Call Average Ring Duration
Parked Calls – Calls which were parked.
- Parked Call Count
- Parked Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Parked Call Total Duration
- Parked Call Average Duration
- Parked Call Average Ring Duration
Queued Calls – Calls which were queued.
- Queued Call Count
- Queued Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Queued Call Total Duration
- Queued Call Average Duration
- Queued Call Average Ring Duration
- Queued Call Total Queue Duration
- Queued Call Average Queue Duration
Call Statistics Grouping Options
Similar to Summary Data Types, Grouping Statistics can be found under the Grouping Statistics screen within the reports and represent Total, Percent & Averages based on the Primary and Secondary Grouping Type selected, NOT on the total Search Set Selected.
Grouping Statistics which are DIRECTIONAL, such as Originating or Terminating, are not supported for the Summary Data Types listed above and are only supported as “Grouping Statistics” in the grouping section of reports. Otherwise, all other statistics that are supported as Data Summary Types are also supported in the Grouping Statistics.
Below is a list of supported Grouping Statistics that you will only find as a Grouping Statistic.
Total Calls
- Originating Call Count
- Originating Total Call Duration
- Originating Average Call Duration
- Originating Average Ring Duration
- Terminating Call Count
- Terminating Total Call Duration
- Terminating Average Call Duration
- Terminating Average Ring Duration
