---
title: "Call Components"
slug: "call-components"
tags: ["Wallboards"]
updated: 2025-12-12T18:24:25Z
published: 2025-08-22T22:22:18Z
canonical: "docs.natterbox.com/call-components"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Components

Call components are focused on reporting on call data across your platform and in relation to selected PBX groups.

### Calls: Call Status

Displays an overview of all active calls within your organisation right now

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/call-components-image-dr79dhj6.png)

| Option | Default | Description |
| --- | --- | --- |
| Title | Call Status | The display name of the component |

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/call-components-image-uewd84en.png)

| Call Status | Description |
| --- | --- |
| Inbound | 1. The number of unconnected calls waiting to be connected to agents 2. The number of completed inbound calls (including calls which failed to connect to any agents) |
| Outbound | 1. The number of unconnected calls by made out by agents 2. The number of completed outbound calls by agents (including calls which failed to connect) |
| Internal | The number of calls that agents made between each other |
| Relayed | The number of calls that came into the platform and were routed back out without connecting to any agents |
| Feature | The number of calls that are routed to a PBX service, for example, Voicemail Record, Group Login, Group Logout and Listen In |
| Uncategorised | This category is a catch all for calls not categorised by one of the above options |

#### Calls: Call Tracking

Displays an overview of call volumes for a specific group of agents

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/call-components-image-u3jaql27.png)

| Option | Default | Description |
| --- | --- | --- |
| Component Name | Call Tracking | The display name of the component |
| Group | All Groups* | The group of agents on which to report - Groups are managed within AVS. Also note that select “All Groups*” will report on all calls to and from agents associated with at least one group. |
| Call Category | Outbound Calls | The type of calls to be tracked - the options are : - Outbound Calls Calls made by a user to an external number - Inbound Calls Calls made by an external number to be picked up by a user - Originated Internal Calls Calls made by a user to another user - Received Internal Calls - Calls received, made by a user to another user - Service Calls - voicemails Calls routed to a PBX service, for example, Voicemail Record, Group Login, Group Logout and Listen In |
| Time Zone | UTC + 00 | The time zone, which sets when the day or week starts. |
| Period | This Hour | The period of time in which the calls apply - the options are - This Hour - from the beginning of the hour - Today - from the beginning of the day - This Week - from the beginning of the week - Rolling Hour - from exactly an hour ago |

| Call Tracking Information | Call Category displayed for | Description |
| --- | --- | --- |
| Unconnected Calls | - Inbound | The number of calls that were not connected (neither to an agent nor an IVR). |
| Connected Calls | - Inbound | The number of calls that were connected, which unlike Answered calls also includes calls which only connected through to an IVR and not an agent. |
| Un-Answered Calls | - Outbound | The number of calls that were not answered. |
| Answered Calls | - Outbound - Inbound - Originated Internal - Received Internal - Service | The number of calls that were answered. |
| Solid Calls | - Outbound - Inbound - Originated Internal - Received Internal | The number of connected calls where the call talk time was over a set time - The solid call threshold is governed within the routing policy in AVS and the default is 120 seconds. |
| Total Talk | - Outbound - Inbound - Originated Internal - Received Internal - Service | The sum of all call durations. |
| Average Talk | - Outbound - Inbound - Originated Internal - Received Internal - Service | The mean average of all call durations. |
| Total Wait | - Inbound | The sum of all call wait times. |
| Average Wait | - Inbound | The mean average of all call wait times. |