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, 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.
Zoom Call Scenario Types
| 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, includes abandon |
| Abandoned Calls | Calls in which the originating party hung up/ended the call before a successful connection was established |
| 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 device or messaging system, 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 |
| 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 |
| Queued Calls | Calls in which the native CUCM call queuing took place, regardless of queue duration |
| Recorded Calls | Calls in which an Audio Recording was made. |
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
Abandoned Calls – Calls in which the caller disconnected resulting in a “Call Cancel” result and 0 duration.
- Abandoned Call Count
- Abandoned Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Abandoned 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
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
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 durationfilter 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
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
Recorded Calls – Calls in which an Audio Recording was made.
- Recorded Call Count
- Recorded Call % – Percentage of calls as compared to the Total Calls identified by the Search Set Criteria, based upon Total Call Count
- Recorded Call Total Duration
- Recorded Call Average Duration
- Recorded Call Average Ring 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
