Field Definitions

Question

What are the various Field Definitions in the Fuze Data platform?

Applies To

Fuze Data

Answer

Calls

Call Stats
Page Links:	data.fuze.com/departments data.fuze.com/departments/{dept_name}/stats
Field	Description
Total Calls	all calls to and from the user; if a user has multiple extensions then all calls to and from those extensions will be consolidated and associated to that user
Inbound	calls that originate outside of the company and ring to the user
Outbound	calls that originate from the user and ring to a number outside of the company
Internal	all calls to and from the user to other users within the company
Platform Interactions*	calls from the user that do not leave the Fuze Platform, for example checking voicemail, logging into a queue, etc.
Average Connect Time	for all calls that are connected (answered by the user or the far end), this is the average time spent connected on calls
Total Connect time	for all calls that are connected, this is the total time spent connected on calls

* Platform interactions only appears in the department call log filters and the user call log filters

Call Logs
Page Links:	data.fuze.com/departments/{dept_name}/calls data.fuze.com/users/{user_name}/calls
Field	Description
Started	the time the call was placed by the caller; note that this is not the time the call was answered
Ended	the time either the caller or callee hungup the call (whichever occurred first)
Duration	the total connect time on answered calls; for calls that go to voicemail the duration is equal to the length of the voicemail
Call Results:
Answered	call was connected to the callee
No Answer	the callee did not answer
Voicemail	the callee did not answer and the call went to voicemail
Transfer	the call was transferred to another user or number
Forward	the callee has a call forward set to ring another number
Check Voicemail	caller checked his/her voicemail
No Call	the caller dialed an invalid number or extension that does not exist
Agent Login	caller used the * code to login him/herself into a queue
Agent Pause	caller used the * code to put him/herself in a pause state for a queue
Agent Unpause	caller used the * code to take him/herself out of pause state for a queue
Agent Logout	caller used the * code to log him/herself out of a queue

Queues

Queue Counts
Page Links:	data.fuze.com/queues data.fuze.com/queues/{queue_name}
Field	Description
Total Calls	calls received by the queue
Connected	calls that an agent answered and were completed by either the agent or the caller hanging up
SLA Compliant	calls that were answered within the SLA time configured for the queue (note that if a queue does not have this set up then the value will be null)
Opted Out	when a caller leaves the queue by either pressing a DTMF key (e.g. #3) to be routed elsewhere or using the FastPass option to have the agent call him/her back when available
Timeout	when a caller is routed somewhere else because the timeout timer (e.g. 60 seconds) is reached
Abandoned	when a caller enters the queue but hangs up before connecting to an agent
Empty Queue	caller was exited from the queue because the queue had no agents logged in; depending on the queue configuration the caller will be routed to the next step in the call flow

Queue Durations
Page Links:	data.fuze.com/queues data.fuze.com/queues/{queue_name}
Field	Description
Average Wait in Queue	average amount of time that callers wait in the queue before connecting to an agent; this does not include the time before entering the queue (e.g. IVR menu), but it does include ring time to agents
Max Wait in Queue	of all the calls that reached the queue, this is the longest time that any single call waited in queue
Average Connect Time	the average amount of time that callers and agents were connected on calls
Abandoned	when a caller reaches the queue but hangs up before connecting to an agent
Average Time to Abandon	the average amount of time that callers wait in queue before hanging up (abandoning)

Stats By Agent
Page Links:	data.fuze.com/queues/{queue_name}/stats
Field	Description
Calls Presented*	the total number of queue calls that were presented / offered to the agent
Answered	the total number of presented calls answered by the agent
Completed	calls that were answered and completed by the agent
Transferred	calls that were answered and then transferred by the agent
Average Connect Time	the average time the agent was connected to callers on answered calls
Total Connect Time	the total time the agent was connected with callers on answered calls
In Queue	the total time the agent was logged into the queue for the time period
Available	the total time the agent was in an "Available" state for the time period; this includes idle time as well as time connected on calls
Paused	the total time the agent was in a Pause state for the time period

* Only calls that ring for the full "ring time" that's configured for the queue will show up as a call presented. If a call does is answered or abandoned before the ring time is reached, it will not show as a presented call.

Meetings

Meeting Activity
Page Links:	data.fuze.com/departments/{dept_name}/stats data.fuze.com/departments/{dept_name}/summary data.fuze.com/users/{user_name}/summary
Field	Description
Total Count	the total number of unique meetings that ocurred; meetings are not counted more than once if multiple users from the same department join
Total Duration	the total meeting time summed for each unique meeting that occurred; the meeting time is calculated from the meeting start time to the meeting end time and does not account for individual user's time in meetings
Average Duration	average lenth of a meeting calculated by total duration divided by total count
Max Duration	the longest meeting for the time period
External Meetings %	the percentage of meetings that include an attendee that is not an employee of the meeting hosts company; dial-in PSTN participants are assumed to be external