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| Column header | Description |
|---|---|
| Time slot | The time period to which the other headers' results relate |
| Answered Calls | |
| Column header | Description |
| Number of calls | The total number of answered calls |
| Response time - Max | The maximum length of time a caller waited before a call was answered (in seconds) |
| Response time - Avg | The average length of time a caller waited before a call was answered (in seconds) |
| Call duration - Max | The duration of the longest answered call (in hours, mins, secs) |
| Call duration - Avg | The average length of all answered calls (in hours, mins, secs) |
| Abandoned Cal | |
| 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 - Avg | The average length of time a caller waited before abandoning the call (in seconds) |