Report Fields

Report Fields allow you to customize the fields that reports show up on reports by default. Reporting Fields (1) will determine reports that are access and send through the Fonolo Portal. This includes both Monitors and Reports. Check the box beside each field that you would like to be included in the reports. To reset the selected Portal Reporting Fields back to their default values, check the ‘Reset portal report fields…’ box (2) and then click the green ‘Save Changes’ button (3) in the top right corner of the screen.

Report Field Definitions

FieldDefinition
SIDThe SID field displays the SIP ID for the call-back, and is used as a unique identifier for each Fonolo call-back and to retrieve status and reporting details through the Fonolo API.
DateThe Date the call-back process (when Fonolo dials back in to the Target) is initiated, in YYYY-MM-DD, relative to the company’s time zone.
TimeThe Time the call-back process (when Fonolo dials back in to the Target) is initiated, in HH-MM-SS format, relative to the company’s time zone.
DateTimeThe Date and Time the call-back process (when Fonolo dials back in to the Target) is initiated, in YYYY-MM-DD HH-MM-SS format, relative to the company’s time zone.
Profile SIDThe Profile SID field displays the SIP ID of the Call-Back Profile for the call-back.
Option The Call-Back option the call-back was initiated on. That is, the Call Option extension or DID of which the call was transferred in to Fonolo.
Option SIDThe Option SID field displays the SIP ID of the call-back Option for the call-back. The Option SIP ID is a unique identifier for each Fonolo call-back option and can be used to start calls and retrieve data.
Client This is the call-back number confirmed by the client and is the number they will receive their call-back on, in 1xxxyyyzzzz format.
Deep DialDeep Dial is a discontinued field that is kept available within reports for legacy users, and measures the time that Fonolo took to navigate an IVR.
Hold TimeThe Hold Time is the amount of time that Fonolo spends holding on behalf of the client.
It is the amount of time that passes between the start of the Fonolo call (answered by the queue), and the moment the Agent presses 1 to start the call-back to the client). (MM-SS format)
CC TimeThe CC Time (also known as Client Connect Time) is the amount of time it took for the Client to answer their phone after the Agent presses 1 to connect, in MM-SS format.
Talk TimeThe Talk Time is the amount of time the Agent and the Client spoke for, in MM-SS format, measured from when the Client answers the call-back to the end of call.
DurationThe Duration is the total length of the Fonolo call-back, in MM-SS format, and is the sum of Hold Time, CC Time and Talk Time.
Call DispositionThe Call Disposition field denotes when that call-back started. It will either denote Immediate, for call-backs that are initiated right away and Scheduled for calls that have been scheduled to start at a later time. Click Here to see a list of all values.
Debug RecordingIf this feature is turned on for the Call-Back Profile the Target is associated to, the Call Debug field will display two buttons to play or download the recording
Status The Status indicates the current progress of the call-back. Click Here to see a list of all values.
ClearingThe Clearing field denotes the results of a completed call-back and explains the Status of the call. Click Here to see a list of all values.
Ended ByFor completed calls, the Ended By field denotes which side initiated the hang up and is either Client or Agent. Click Here to see a list of all values.
RescheduledFor failed calls, if the Auto, Client, or Agent Rescheduling features are turned on for the Call-Back Profile the Target is associated to, this field will denote whether the call was rescheduled and by whom. Click Here to see a list of all values.
Agent DTMFWhether or not we received an Agent DTMF 1 to initiate a callback
Feedback GivenThis field denotes if feedback has been provided from within the Fonolo Portal for a certain call
Number TypeThe Number Type field displays what kind of phone number the caller opted in for the call-back with. Click Here to see a list of all values.
CarrierThe Carrier field displays carrier of the phone number the caller opted in for the call-back with.
SMS Opt-InThis field denotes whether or not an opt-in SMS message was sent to the Client.
SMS ConfirmThis field denotes whether or not a confirmation SMS message was sent to the Client.
SMS UpdateThis field denotes whether or not an update SMS message was sent to the Client.
SMS Wrap-upThis field denotes whether or not a wrap-up SMS message was sent to the Client.
Remote IPA widget specific field, Remote IP is the IP Address of the Client that was used to access the widget.
Referrer The URL of the page that the widget is located on
User AgentThe web browser platform and version that was used to access the widget.

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