Column reference
This appendix lists the columns available in the conversation report types. Column names below match the names in the report column picker exactly.
Two kinds of columns exist:
- Dimension columns group the data (marked
[*]in the picker) — for example Group or Topic. - Measure and value columns show data — per-conversation values in the details report, aggregated measures in the summary reports.
Custom-field columns are generated from your organization's custom fields, so their exact names vary —
they appear as Call - <field name> (see Custom-field columns).
Conversation details report columns
General
| Column | Description |
|---|---|
| Call - ID | Unique identifier of the conversation |
| Call - Date/Time | Date and time the conversation started |
| Call - Date | Date only |
| Call - Time | Time only |
| Call - Duration | Length of the conversation |
| User(s) | Users associated with the conversation |
| Group(s) | Groups of the associated users |
| Call - Client | Client the conversation is associated with |
| Call - Direction | Inbound, Outbound, Internal, or Not-assigned |
| Call - Tags | Tags assigned to the conversation |
| Call - Confidential Flag | Whether the conversation is marked confidential |
| Call - Answer Date/Time | When the conversation was answered (also: Call - Answer Date, Call - Answer Time) |
| Call - Disconnect Date/Time | When the conversation ended (also: Call - Disconnect Date, Call - Disconnect Time) |
| Call - Disconnect Cause | Why the conversation ended |
| Call - State | Signaling state of the conversation |
| Call - Recording State | State of the audio recording |
| Call - On-Demand Recording State | State of on-demand recording |
| Call - Screen Recordings Count | Number of screen recordings attached |
| Call - File Path | Storage path of the audio file |
Parties and telephony
| Column | Description |
|---|---|
| Call - Caller Party / Call - Called Party | Number and name of each party |
| Call - Caller -> Called | Both parties in one column |
| Call - Caller Number / Call - Called Number | Phone numbers only |
| Call - Caller Name / Call - Called Name | Caller-ID names only |
| Call - Orig. Calling Number | Original calling number, if provided by the phone system |
| Call - Dialed Digits | Originally dialed digits, if provided |
| Call - Redirected From / Call - Redirected To | Redirection parties |
| Call - ACD Number / Call - ACD Name / Call - ACD ID | ACD queue identifiers |
| Call - Agent ID / Call - Agent Name | Agent identifiers reported by the phone system |
| Call - Caller IP Address / Call - Called IP Address | Endpoint IP addresses |
| Call - Caller Phone ID / Call - Called Phone ID | Endpoint device identifiers |
| Call - Voip Protocol | Signaling protocol of the conversation |
| Call - Parent Call ID / Call - Secondary Parent Call ID | Linkage between related conversation segments |
| Call - PBX Call ID / Call - PBX Tracking ID | Identifiers assigned by the telephony platform |
Platform-specific identifier columns are also available where relevant: Call - Broadworks User ID / Group ID / SP ID, Call - Metaswitch System Name / Group Name / User Name / User Extension, and Call - Cisco Near-end GUID / Far-end GUID / Near-end REFCI / Far-end REFCI.
AI analytics
| Column | Description |
|---|---|
| Call - Summary | The AI-written summary |
| Call - Sentiment Score | Overall sentiment score (-100 to +100) |
| Call - Sentiment Score - Agent | Agent-side score |
| Call - Sentiment Score - Customer | Customer-side score |
| Call - Sentiment Label | Overall label (Very Negative … Very Positive) |
| Call - Sentiment Label - Agent | Agent-side label |
| Call - Sentiment Label - Customer | Customer-side label |
| Call - Sentiment Details | The written explanation of the sentiment score |
| Call - Topics | Detected topics |
Custom-field columns
For every custom field of your organization — including AI-filled insight fields — the details report offers:
| Column | Description |
|---|---|
Call - <field name> |
The field's value on the conversation |
Call - <field name> - Explanation |
The AI's explanation for the value, where available |
Notes
| Column | Description |
|---|---|
| Call - Notes | All notes of the conversation combined |
| Call Note - Text | The note text (one row per note) |
| Call Note - Replies | Replies to the note |
| Call Note - Text with Replies | Note and replies combined |
| Call Note - Created By / Call Note - Created By User ID | Note author |
| Call Note - Created At | When the note was added |
| Call Note - Audio Position Begin / Call Note - Audio Position End | Audio position the note refers to |
| Call Note - Resolved | Resolved status of the note |
| Call - Notes Count (Incl. Replies) | Total notes including replies |
| Call - Notes Count (Excl. Replies) | Notes only |
| Call - Notes Count (Replies Only) | Replies only |
Evaluation (Auto QA) columns
Conversation-level aggregates:
| Column | Description |
|---|---|
| Evaluation Report - Total Reports | Number of evaluations on the conversation |
| Evaluation Report - All Score(s) | All evaluation scores |
| Evaluation Report - Avg Score / Min Score / Max Score | Aggregated scores |
Per-evaluation columns (one row per evaluation):
| Column | Description |
|---|---|
| Evaluation Report - ID / Name / Name(s) | Evaluation identifiers and scorecard name |
| Evaluation Report - Score | The evaluation score (percent) |
| Evaluation Report - Status | Evaluation status |
| Evaluation Report - Is Passed / Pass Threshold | Pass result and the threshold used |
| Evaluation Report - Points / Max Points | Raw points |
| Evaluation Report - Agent / Agent ID | The evaluated agent |
| Evaluation Report - Evaluator / Evaluator ID | The evaluator (empty for Auto QA evaluations) |
| Evaluation Report - Assigner / Assigner ID | Who assigned the evaluation |
| Evaluation Report - Created At / Evaluation Started At / Evaluation Completed At | Timestamps |
| Evaluation Report - Form Revision | Scorecard revision used |
| Evaluation Report - Description | Evaluation description |
| Evaluation Report - Feedback (Combined) | All report-level feedback combined |
| Evaluation Report - Feedback - Strengths | "What went well" feedback |
| Evaluation Report - Feedback - Improvement Areas | "What could be improved" feedback |
| Evaluation Report - Feedback - Additional | Additional feedback |
Section and question breakdowns: Evaluation Report Section - ID / Title / Description / Weight / Order / Feedback / Points / Max Points / Score / Is Passed / Pass Threshold and Evaluation Report Question - ID / Title / Description / Type / Display As / Weight / Order / Feedback / Score / Points / Max Points / Status. Override auditing columns: Evaluation Report Question - Overridden / Override Comment / Overridden by User / Overridden by User ID / Original Score / Original Status / Original Points. Columns that pivot a named section or question into its own column are also available: Evaluation Section Score / Status / Feedback by Title and Evaluation Question Score / Status by Title.
Report totals
Summary attributes for the details report header: Total Inbound Calls, Total Outbound Calls, Total Internal Calls, Total Not-Assigned Calls, and the duration and evaluation aggregates above.
Summary report columns
Dimension (grouping) columns
| Column | Groups rows by |
|---|---|
| Group / Group - ID | User group |
| User / User - ID | User |
| Topic / Topic - ID | Detected topic |
| Tag / Tag - ID | Tag |
| Client / Client - ID | Client |
| Call - ACD Number / Name / ID | ACD queue |
| Call - Disconnect Cause | Disconnect cause |
| Evaluation Form / Evaluation Form - ID | Scorecard |
| Evaluation Form Section / Evaluation Form Section - ID | Scorecard section |
Evaluation Form Question, Evaluation Form Question - ID, Evaluation Form Section / Question |
Scorecard question |
Interval columns (Calls Summary Report by Interval): Time Period (Hour), Time Period (30 min), Time Period (15 min), Date Period (Day), Date Period (Week), Date Period (Month), Date Period (Quarter), Date Period (Year).
Summary measure columns
Conversation counts:
- Calls - Total Calls, and per direction: **Calls - Total Calls - Inbound / - Outbound /
- Internal / - External / - Unassigned / - Inbound (incl. internal) / - Outbound (incl. internal)**
- Calls - Weekday Calls - Monday … Calls - Weekday Calls - Sunday
Durations and minutes:
- Calls - Total Duration, Calls - Avg Duration, Calls - Max Duration
- Calls - Total Minutes
- Per-direction variants: Calls - Total Duration - Inbound Calls / - Outbound Calls / - Internal Calls / - External Calls / - Unassigned Calls / (incl. internal) variants, and the matching Calls - Total Minutes - … columns
- Calls - Total File Size, GB
Time measures (where your telephony platform provides them):
- Calls - Total Talk Time, Calls - Total Hold Time, Calls - Total In Queue Time, Calls - Total ACW Time
- Calls - Avg Talk Time, Calls - Avg Hold Time, Calls - Avg In Queue Time, Calls - Avg ACW Time
Sentiment measures:
- Bucket counts, overall: Calls - Sentiment - Very Positive Calls / Positive Calls / Neutral Calls / Negative Calls / Very Negative Calls
- Matching agent-side and customer-side bucket-count columns (their picker labels vary slightly between the agent and customer families)
- Averages: Calls - Sentiment - Avg Score, Calls - Agent Sentiment - Avg Score, Calls - Customer Sentiment - Avg Score
Screen recording measures: Screen Recordings - Total Calls, Screen Recordings - Total Minutes, Screen Recordings - Total File Size, GB.
Evaluation (Auto QA) measures
- Evaluation Report - Total Reports / Total Passed / Total Failed / Avg Score / Score / Status
- Section level: Evaluation Section - Total Passed / Total Failed / Avg Score / Score / Status
- Question level: Evaluation Question - Total Passed / Total Failed / Total N/A / Total Partial / Avg Score / Avg Points / Avg Original Score / Avg Original Points / Score / Points / Original Score / Original Points / Status
Custom-field measures
Numeric custom fields — including AI insight fields such as CSAT — provide aggregate columns:
| Column | Description |
|---|---|
Call - <field name> - Avg |
Average of the field's values in the row |
Call - <field name> - Total |
Sum of the field's values in the row |
User columns (Calls Summary Report by Users)
The by-users variant can add user columns such as login, groups, and extensions, matching the user report columns documented in the Administration Guide.