14.4.2. Call Components

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

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

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

Call Status Information	Description
Inbound	The number of unconnected calls waiting to be connected to agents The number of completed inbound calls (including calls which failed to connect to any agents)
Outbound	The number of unconnected calls by made out by agents 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

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

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 - 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.

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