Note:
Available for Analytics for 8x8 Work Supervisors only.
The Ring Group Call Data dashboard provides a real-time view of all call activity in any designated Ring Group in 8x8 cloud phone system. Using these stats, you can monitor performance of agents assigned to the ring group. This report presents the call details of all calls processed by ring groups. You can view all attempted calls, or filter to view only answered calls.
Features
Within a ring group, view data on individual calls handled by agents.
Get a clear view of real-time call activity in a ring group to track the quality of your call center service.
Glossary: Ring Group Call Data
This report provides calls detail records of all calls handled by ring groups.
Column | Description |
|---|---|
Call ID | A unique call identification number that identifies all legs of the original call. |
Leg ID | Identifies the leg of a call with a hop number, such as 1 for direct, or 2 for a forwarded or transferred call that this record refers to. |
Start Time | Call starts as soon as caller goes off the hook to dial. |
Answer Time | The time when the call is answered. |
Stop Time | The time the first party disconnects the call. |
Talk Time | Duration of the live call (Stop Time, minus Answer Time). |
Caller | The phone number of the caller. |
Caller Name | Name of the extension from which the call originated. |
Callee | The phone number of the called party. |
Callee Name | Name of the called party. |
Last Re-Direct Number | The number of the last party that redirected the call. |
Cause | Reason for the call: Normal, Redirected, Call Fwd, No Answer, and so on. |
Status | Indicates the status of a call as In Progress (dialing, talking, or redirected) or completed (ended). |
Direction | Indicates the direction of the call as incoming, outgoing, or internal. |
Parent Call ID | Parent call identification number of a complex (transferred, forwarded, or conference) call. Searching by a Parent Call ID collects call details of all legs of a complex call. |
Transfer To Call ID | Call Identification number that a call is transferred to. |
Caller Device ID | The device identifier unique to the device of the caller. |
Callee Device ID | The device identifier unique to the device of the callee. |
Caller Device Model | Device model used by the caller in this leg of the call. |
Callee Device Model | Device model used by the callee in this leg of the call. |
Caller ID | Transmitted caller number and/or name. |
Missed | Indicates whether the call is missed (includes calls that reached voicemail and/or were abandoned). |
Abandoned | Indicates whether the call is abandoned by the caller before it is answered or handled in this leg of the call (for this CDR). |
Answered | Indicates whether the incoming call was answered live (not including those answered by voicemail). This also includes outbound calls that were answered (including those answered by caller, auto attendant, or voicemail) for this leg of the call. In a multi-leg call, the first leg could be considered answered if answered by an auto attendant. |
Caller Service Name | Service Names include Auto Attendant, Ring Group Service, ACD Operator Service, Master Slave Service, One Number Access, and Click To Dial. |
Caller Service Type | Service Types include Custom, Virtual Extension, Voicemail, Auto Attendant, and Call Park Extension. |
Callee Service Name | Service Names include Auto Attendant, Ring Group Service, ACD Operator Service, Master Slave Service, One Number Access, and Click To Dial. |
Callee Service Type | Service Types include Custom, Virtual Extension, Voicemail, Auto Attendant, and Call Park Extension. |
Last Re-Direct Type | Indicates whether the call is a normal extension call, directed to a queue, ring group, or etc. Possible values are 1 (Normal Extension), 3 (Ring Group), 4 (Queue), 5 (Virtual Extension), 6 (Media Service, such as voicemail, Auto Attendant, or master-slave), and 7 (Call Park Extension). |
Caller Hold Duration | The length of time that the caller placed the call on hold. |
Callee Hold Duration | The length of time that the callee placed the call on hold, if available. |
Caller Disconnect On Hold | Indicates whether the called party disconnects while on hold (listed as True or False). |
Callee Disconnect On Hold | Indicates whether the caller disconnects while on hold (listed as True or False). |
PBX ID | Phone system ID of the phone system handling this call in a Ring Group |
SIP Call ID | SIP Call ID for this call |
Original Caller | Original caller for this leg of the call. |
Original Callee | Original called Ring Group. |