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Access the Reports screen, select the Full Call Analysis report from the list and click on the button.
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Screenshotmacro Border false Shadow false URL /download/attachments/7241971/full_call_analysis_2.png
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Select a report period
For each report, you must specify a time span that covers the calls you want the report to include.
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If you want to report only on direct calls and exclude calls that were answered as a result of a transfer from one party to anotherthose transferred from another party, tick the Exclude box, as shown below:
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| Answered Calls | |
| Column header | Description |
|---|---|
| Time slot | The time period to which the other headers' results relate |
| Number of calls | The total number of answered calls |
| Ring time - Max | The maximum length of time a caller waited before a call was answered (in seconds) |
| Ring time - Avg | The average length of time a caller waited before the call was answered (in seconds) |
| Call duration - Max | The duration of the longest answered call (in hours, mins, secs) |
| Call duration - AveAvg | The average length of all answered calls (in hours, mins, secs) |
| Abandoned Calls | |
| Column header | Description |
| Number of calls | The total number of abandoned calls |
| Wait time - Max | The maximum length of time a caller waited before abandoning the call (in seconds) |
| Wait time - AveAvg | The average length of time a caller waited before abandoning the call (in seconds) |
| Outbound Calls | |
| Column header | Description |
| Number of calls | The total number of outbound calls |
| Call duration - Max | The duration of the longest outbound call (in hours, mins, secs) |
| Call duration - AveAvg | The average length of all outbound calls (in hours, mins, secs) |
| Call duration - Total | The total duration of time spent on outbound calls |
| Average Cost | The average cost of all outbound calls |
| Total Cost | The total cost of all outbound calls |