The following are call handling and call center metrics in Akixi that strongly align with fields from Broadworks.
This list is quite long and CTRL-F / CMD-F may be useful to find what you are looking for.
Broadwork Metric (see comment for definition)
Metric Value Type
Supported
Akixi Report Style
Akixi Field/Metric Location (see comment for definition)
NOTES
% Answered Calls Answered in Service Level
Percentage
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Answer Performance / % Service Level
* Closest Alternative = Filter by "Answered Type = Answered"
% Calls Abandoned
Percentage
Yes
* Group / Queue Report and * Call Center Agent Report
Call Percentages / % Inbound Abandoned
% Calls Abandoned after Entrance Message Completes
Percentage
On Roadmap
* see notes
Call Percentages / Inbound Answer Performance / * % Calls Abandoned after Entrance Message Completes
Release is post poned and expected to be included in 3.x (Q1 26')
% Calls Abandoned before Entrance Message Completes
Percentage
On Roadmap
* see notes
Call Percentages / Inbound Answer Performance / * % Calls Abandoned before Entrance Message Completes
Release is post poned and expected to be included in 3.x (Q1 26')
% Calls Answered in service Level
Percentage
Yes
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Answer Performance / % Service Level
% Calls Abandoned in % x% secs
Percentage
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Abandoned Performance / % Calls Abnd <= Xs
This value can be customized under the SLA/KPI menu of the report modification menu
% Calls Answered in % x% secs
Percentage
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Answer Performance / % Calls Ans <= Xs
This is pulled from "SLA/KPI" settings, and can be customized - ANS is 15,30...
ACD Calls
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Inbound ACD Calls
ACD Calls
Total Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Inbound ACD Calls
Activity Detail
Value
Yes
Agent / DND Activity Log
Status Related > Status Change (Description) (Closest Alternative)
For activity detail report, currently no "breakdown by time period" in the visual; multi-axies reporting address this (expected in 2026, but no firm date)
Activity Time
Date/Time
Yes
Agent / DND Activity Log
ACD Times / Change Time
Activity Type
Value
Yes - Alternative
Agent / DND Activity Log
Status Related > Summary ACD State (Closest Alternative)
Agent Name
Value
Yes
Agent / DND Activity Log
Fields / Properties / ACD Agent Name
Agent Extension
Value
Yes
Agent / DND Activity Log
Fields / Properties / ACD Agent Extension
Agent Number
Value
Yes
Agent / DND Activity Log
Fields / Properties / ACD Agent ID
Agent Transfer Number
Value
On Roadmap
* see notes
N/A
Release is expected to be included in 3.x (Q1 26')
Available
Total Duration
Yes
* Group / Queue Report and * Call Center Agent Report
ACD Times / Tot Available Time
Average Abandonment Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Avg Abandoned Time
Average ACD Duration
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Inbound ACD Calls
Average Handle Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
ACD Times / Avg Handling Time
Average Hold Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Avg Held Time
Average Inbound Duration
Average Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Inbound ACD Calls / Avg ACD Talk Time In
* BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls)
Average Internal Duration
Average Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Internal Inbound Calls / Avg Internal Talk Time
* BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls)
Average Outbound ACD Duration
Average Duration
No
N/A
N/A
No equivolent metric, could use the Avg Outbound Duration as an alternative. But not specific to ACD
Average Outbound Duration
Average Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Outbound Only / Avg Call Time (Out)
* BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time + Ring Time (missing hold time) Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls)
Average Outbound Route Point Duration
Average Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Average Route Point Duration
Average Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Average Speed of Answer
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Avg Answer Time
Average Staff
Average Duration
No
N/A
N/A
Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report
Average Staff Time
Average Duration
No
N/A
N/A
Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report
Average Talk Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Avg Talk Time
Average Unavailable Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
ACD Times / Avg Not-Available Time
Average Wait Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Inbound Only / Avg Waiting Time
Average Wrap-Up Time
Average Duration
Yes
* Group / Queue Report and * Call Center Agent Report
ACD Times / Avg Wrap-Up Time
Bounced
Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Advanced Calls
Bounced Transfer Number
Value
Yes - Alternative
Historic Call Log
Call Properties/ * Telephone No Moved To (Closest Alternative)
* Nothing on roadmap for the Bounced Transfer Number at this time. However, the "Agent" and "Transfer" number will be released and we've submitted a feature request to tack this onto the update
Call Answer Time
Date/Time
Yes
Historic Call Log
Call Times / Time Answered At
Call Center Name
Value
Yes
* Group / Queue Report and * Call Center Agent Report
Fields / Properties / Device Name
Call Center Overflowed From
Value
Yes - Alternative
Historic Call Log
Device Properties/* Device ID Moved From (Closest Alternative)
Can be added to Call Detail reports - will list CC name overflowed from
Call End Time
Date/Time
Yes
Historic Call Log
Call Times / Time Ended At
Calls Received
Total Count
Yes
* see notes
* see notes
Call Result
Value
Yes
Historic Call Log
Status Relate / Status (Description)
Call Start Time
Date/Time
Yes
Historic Call Log
Call Times / Call Start Time
Call type
Value
Yes
Historic Call Log
Call Properties / Call Type
Caller/Called Number
Value
Yes
Historic Call Log
Call Properties/ Telephone No Called
Caller's Number
Value
Yes
Historic Call Log
Call Properties/ Telephone No Calling
Calls Abandoned
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Inbound Abandoned
Calls Abandoned after Entrance Message Completes
Count
On Roadmap
* see notes
* To be Released Calls Abandoned after Entrance Message Completes
Release is expected to be included in 3.x (Q1 26')
Calls Abandoned before Entrance Message Completes
Count
On Roadmap
* see notes
* To be Released Calls Abandoned before Entrance Message Completes
Release is expected to be included in 3.x (Q1 26')
Calls Abandoned in % X secs
Percentage
Yes
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Abandoned Performance / % Abandoned <= X
This value can be customized under the SLA/KPI menu of the report modification menu
Calls Answered
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Inbound Answered
Calls Answered in % X secs
Percentage
Yes
* Group / Queue Report and * Call Center Agent Report
Call Percentages / Inbound Answer Performance / % Answered <= X
This value can be customized under the SLA/KPI menu of the report modification menu
Calls Bounced
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Advanced Calls
Calls Bounced Transferred
Total Count
No
N/A
N/A
* Some visibility is possible via a Queue's "Overlfowed In" counter * Doesn't Track the "Bounced Transfer" policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric. Release TBD
Calls Completed in Service Level
Count
Yes - Alternative
* see notes
Under investigation for feasibility with Akixi product mgmt; refers to the NUMBER of calls that were HANDLED in X time below the desired threshold for "speed of handling"; Akixi service level metrics refer to speed of answer
* Worked with Akixi, can't find a good alternative. Will engage engineering team to identify better alternative * BWKS refers to "Completed" while Akixi refers to "ring to answer" time. I.e Speed of handling vs Speed of Answer
Calls Escaped
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Escaped
Calls Overflowed - Size
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Calls Overflowed - Time
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Calls Presented
Total Count
No
N/A
N/A
* Current Akixi value more represents "Total Calls", not "Presented" * Changes needed | "Presented calls" should be known as "Total calls" different from BWKS
Calls Queued
Total Count
Yes
* see notes
* see notes
* No Current representation in Akixi. Akixi's "Calls In Queue" is only available in Real-Time. "Total Calls" metric would represent BWKS "Calls Queued" better * Changes that are needed | Change "Queued Calls" label to "Calls Waiting" * Current in Akixi | Queued Calls = Calls Waiting (real time only)
Calls Stranded
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Calls Stranded - Unavailable
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Calls Transferred
Total Count
No
N/A
N/A
* Alternative "Overflowed off" will show all "transferred calls" , but not specific to if it was done by a Supervisor * The "Agent" and "Transfer" number will be released TBD
Date & Time
Date/Time
Yes
Historic Call Log
Call Times / Time Started At (Distribution)
Date & Time (Contiguous Metric in Y Axis)
Value
No (roadmap Alternative)
* see notes
Dual-Axis (coming soon)
Pending "Dual Axis" feature 3.x est 2026. Exact release date TBD, pushing to release ASAP.
Disposition Codes
Value
Yes
*Historic Call Log * Call Center Agent Report (Real-Time)
Call Properties / Account Code / Account Code Description | Active Call Properties / Call's Account Code / Calls' Account Code Description
* Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code" * Agent Report - Will only show in real-time, and only the most recent code used
Disposition Codes
Counts
Yes - Alternative
Calls By Account Code
Fields / Properties / Calls By Account Code
* Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code"
DNIS Name
Value
Yes
Historic Call Log
Call Properties / DNIS Description
DNIS Number
Value
Yes - Alternative
Historic Call Log
Call Properties / DID DIgits
The DID digits field should show the dialed DNIS # - so if a call center has say 3 different DNIS's, then if the report scope includes calls to all 3 DNIS's the column should contain the DNIS in the case any of the dNIS's were dialed but it will probably also show the "main number" of the queue if the call was -not- routed to a DNIS whereas I think the BroadWorks field only shows if you run the legacy report against multiple DNISs
Emergency Calls
Count
No
N/A
N/A
No equivolent Option in Akixi (Counts transfers to superivsors)
Escalated Calls
Count
No
N/A
N/A
No equivolent Option in Akixi (Counts transfers to superivsors)
Forced Forwarding Applied
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Hold Time
Total Duration
Yes
* Group / Queue Report and * Call Center Agent Report
Call Times / Total Held Time
Holiday Service Applied
Total Count
No (roadmap Alternative)
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Idle
Total Duration
No
N/A
N/A
* BWKS "Idle" tracks any time in Available where the user is NOT on a call * Akixi "Tot Avail Time" includes all "Available Time" whether they were on a call or not (which matches BWKS "Available" stat) * Akixi shows "Idle" status, but only available in live monitoring, not historical tracking
Inbound Calls
Total Count
Yes
* Group / Queue Report and * Call Center Agent Report
Call Counts / Inbound Calls
Inbound Calls
Total Duration
Yes - Alternative
Call Center Agent Report
Call Times / Inbound Only / Inbound Non-ACD Calls /Total NON-ACD Call Time (In)
* Closest alternative because BWKS only captures data against answered calls, where Akixi captures the data against all calls whether answered or not. * Will need to filter by "Answered Type" = Answered to be more comparable metric with Broadworks
Internal Calls
Total Count
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Counts / Internal Inbound Calls / Inbound Internal Calls
Internal Calls
Total Duration
Yes - Alternative
* Call Center Agent Report * Group/Queue Report * Time Interval Reports
* Alternative = Filter by "Internal Only"
Long Hold Bounced Calls
Count
No
Group/Queue Report
Closest Alternative = Call Counts > Overflowed off (Closest Alternative)
* Doesn't Track this policy as an individual Metric at this time. In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative
Longest ACD Call
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Max Call Time
Longest Answer Time
Duration
Yes
* see notes
* see notes
I do not see any "Longest" or "Max" option in Akixi for "Answer Time" (wait time + ring time). I only see "Average" options.
Longest Inbound Call
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Max Call Time
* Best Alternative is using Filtering by Call Type / Direction = "Inbound"
Longest Internal Call
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Max Call Time
* Best Alternative is using Filtering by Call Type / Direction = "Internal"
Longest Outbound ACD Call
Duration
No
N/A
N/A
Akixi does not track whether outbound calls are ACD or not
Longest Outbound Call
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Call Times / Max Call Time
* Best Alternative is using Filtering by Call Type / Direction = "Outbound"
Longest Outbound Route Point Call
Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Longest Route Point Call
Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Longest Wait Abandoned
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Max External ACD Wait Time / Max External Non-ACD Wait Time
* Best Alternative is using Filtering by Answer Type = "Abandoned"
Longest Wait Time
Duration
Yes - Alternative
* Group / Queue Report and * Call Center Agent Report
Max External ACD Wait Time / Max External Non-ACD Wait Time
Night Service Applied
Total Count
On Roadmap
Group/Queue Report
TBD
No Skill
Total Count
On Roadmap
* Group / Queue Report and * Call Center Agent Report
TBD
Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity). Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues
No Skill
Total Duration
On Roadmap
* Group / Queue Report and * Call Center Agent Report
TBD
Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity). Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues
Not Available Codes
Total Count
Yes - Alternative
Agent N/A Code Usage
ACD Counts
* Will need to filter by agent to see individual Agent's stats * Upcoming "Dual Axis" feature may allow us to see all agents on one report (Mark will check on this to ensure this report type may be included) * Will show all codes configured in Broadworks (not customerized in Akixi)
Not Available Codes
Total Duration
Yes
* Group / Queue Report and * Call Center Agent Report
ACD Times / Not Available Code Times / Select Custom Not Available Code
* First need to customize the ACD Codes (max 10 slots) 1. ACD Codes / Create custom codes 2. Fields / ACD Times / Not Available Code Times / Will see custom unavailable codes here
Number Called
Value
Yes - Alternative
Historic Call Log
Call Properties / DID Digits Call Properties / DNIS Description
* Alternative: DID Digits + DNIS Description shows the actual original number dialed + the name of the Group * Called Number will be the queue
Number of Bounces
Total Count
Yes
Historic Call Log
Call Properties / Bounced
Outbound ACD Calls
Total Count
No
N/A
N/A
* Akixi does not track whether outbound calls are ACD or not
Outbound ACD Calls
Total Duration
No
N/A
N/A
* Akixi does not track whether outbound calls are ACD or not
Outbound Calls
Total Count
Yes
Call Center Agent Report
Call Counts / Outbound Calls
Outbound Calls
Total Duration
Yes
Call Center Agent Report
Call Times / Outbound Only / Total Call Time (Out)
Outbound Route Point Calls
Total Count
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Outbound Route Point Calls
Total Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Policy Applied
Value
On Roadmap
* see notes
* see notes
Slotted for Q1 of 2026 (may get pushed out)
Promo Code (Disposition Code) 1
Value
Yes
* see notes
* see notes
Unable to locate definition in the Broadworks CC Report Guide
Promo Code (Disposition Code) 2
Value
Yes
* see notes
* see notes
Unable to locate definition in the Broadworks CC Report Guide
Promo Code (Disposition Code) 3
Value
Yes
* see notes
* see notes
Unable to locate definition in the Broadworks CC Report Guide
Received via Overflow
Total Count
Yes - Alternative
Group/Queue Report
Call Counts / Overflowed In
* Akixi's version may differ slightly from BWKS - BWKS is specific to the "Overflow" policy, where Akixi's includes all "diverted/overflowed/forwarded/escaped" calls into the Queue
Route Point Calls
Total Count
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Route Point Calls
Total Duration
No
N/A
N/A
* Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys)
Short Duration Calls
Count
Yes - Alternative
* see notes
* see notes
Sign In Date/Time
Date/Time
Yes - Alternative
1.Agent / DND Activity Log | 2. Call Center Agent Report
1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At
* There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date)
Sign Out Date/Time
Date/Time
Yes - Alternative
1.Agent / DND Activity Log | 2. Call Center Agent Report
1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At
* There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date)
Skill Level
Value
On Roadmap
Historic Call Log
* see notes
New metric for Agent Skill Level will be added to historic call log
Skill Nos
Total Count
On Roadmap
* Call Center Agent Report * Group/Queue Report * Time Interval Reports
* see notes
Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill
Skill Nos
Total Duration
On Roadmap
* Call Center Agent Report * Group/Queue Report * Time Interval Reports
* see notes
Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill
Staffed
Total Duration
Yes
Call Center Agent Report
ACD Times / Time On Duty (Total)
* Using the ECCR template, Akixi will map it with custom label "Staffed" * Time On duty is also available in Queue reports, but not mapped added by default or configured with a custom label
Talk Time
Total Duration
Yes
Call Center Agent Report
ACD Times / Total Talk Time
Transfer Location
Value
No
N/A
N/A
Transfer Number
Value
On Roadmap
* see notes
* see notes
* On the roadmap for Q1 2026
Transferred Calls
Count
Yes
Call Center Agent Report
Call Counts / Transferred Out Calls
Transfer Number
Value
Yes - Alternative
* see notes
* see notes
Will show WHO did the transfer? "Agent Transferred" or "Supervisor "Xfered" | Release Target is 3.x Q1 26'
Unavailable
Total Duration
Yes
Call Center Agent Report
Call Counts / Tot Not-Available Time
Wait Time
Duration
Yes
Historic Call Log
Call Times / Call Ring Time (Distribution) and Call Ring Time (Segment)
Wait time in Queue
Total Duration
Yes - Alternative
Historic Call Log
Call Times / Call Ring Time (Distribution)
Wrap Up Time
Total Duration
Yes
Historic Call Log
Call Times / Wrap-Up Time
Wrap Up Time
Total Duration
Yes
Historic Call Log
* see notes
v2.8 added "Wrap Up Time" metric to historic call log; previously only tracked in agent/queue report styles
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