Field description Swyx Reports

Last modified by Frank Schmidt on 2026/01/26 03:13

Introduction

The following tables contain a list and description of all fields used in the reports.

General overview of how many calls have come in on a phone number and what happened to them

Field	Description
Date	Date and Time of call
All calls	Number of calls that have been made to this number within a defined time frame
Answered	Number of calls accepted by an agent
Lost	Number of calls that were hung up
Busy	Number of calls were agents was busy
SLA x/y	Service Level Agreement. X: Percentage value based on all calls. Y: Time in which the call was accepted
Min wait time	Minimum waiting time
Max wait time	Maximum waiting time
Ø Wait time	Average waiting time
Total wait time	Sum of the waiting time
Min calling duration	Minimum conversation duration
Max calling duration	Maximum conversation duration
Ø Calling duration	Average conversation duration
Total calling duration	Sum of the conversation duration
Min call duration	Minumum call duration (Wait time + calling duration)
Max call duration	Maximum call duration (Wait time + calling duration)
Ø Call duration	Average calling duration
Total call duration	Total call duration
Costs	Costs for that call trasmitted by provider
Answered in X Sec	Number of calls accepted by an agent within X seconds
Aborted	Hung up calls up to X seconds
Min Wait time (Lost)	Minimum wait time of lost calls
Max Wait time (Lost)	Maximum wait time of lost calls
Ø Wait time (Lost)	Average wait time of lost calls
Total Wait time (Lost)	Total wait time of lost calls
Median Wartezeit (Verloren)	Median waiting time of lost calls
Median Wait time	Median waiting time
Median Talk time	Median conversation duration
Median Talk time	Median call duration

Divided into 4 subreports: Incoming, Outgoing, In & Outgoing and Internal. Evaluates how many calls each agent had.

Field	Description
Date	Date and Time of call
All calls	Number of calls that have been made to the agent within a defined time frame
Answered	Number of calls accepted by an agent
Lost	Number of calls that were hung up
Busy	Number of calls were the agent was busy
Min wait time	Minimum waiting time
Max wait time	Maximum waiting time
Ø Wait time	Average waiting time
Total wait time	Sum of the waiting time
Min calling duration	Minimum conversation duration
Max calling duration	Maximum conversation duration
Ø Calling duration	Average conversation duration
Total calling duration	Sum of the conversation duration
Min call duration	Minumum call duration (Wait time + calling duration)
Max call duration	Maximum call duration (Wait time + calling duration)
Ø Call duration	Average calling duration
Total call duration	Total call duration
Costs	Costs for that call trasmitted by provider
Answered in X Sec	Number of calls accepted by an agent within X seconds
Min Wait time (Lost)	Minimum wait time of lost calls
Max Wait time (Lost)	Maximum wait time of lost calls
Ø Wait time (Lost)	Average wait time of lost calls
Total Wait time (Lost)	Total wait time of lost calls
Median Wait time (Lost)	Median waiting time of lost calls
Median Talk time	Median conversation duration
Median Talk time	Median call duration

Individual connection record of the agents

Field	Description
CallID	Unique ID of the call
Date	Date of the call
Time	Time of the Call
Direction	Direction of the call: Either inbound, outbound or internal
State	Status of the call: Either connected, lost or transferred
Transferred by	If the call was transferred: CallID of the original call
Caller	Caller's name
Caller Number	Caller's number
Called Name	Callee's name
Called Number	Callee's number
Waittime	Waiting time
Talktime	Talk time

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