Use Report Fields to customize the fields that are shown in reports and on the call-back details page.
Reporting Field Values
The following is a list of all available reporting fields and their definitions.
| Field | Definition |
|---|---|
| SID | (System ID) Shows the SID for the call-back. The SID is used as an identifier for each call-back and to retrieve status and reporting details through the Fonolo API. |
| Date | (YYYY-MM-DD) The date the call-back started, relative to either your or the company’s time zone. |
| Time | (HH:MM:SS) The time the call-back started, relative to either your or the company’s time zone. |
| Datetime | (YYYY-MM-DD HH:MM:SS) The date and time the call-back started, relative to either your or the company’s time zone. |
| Profile | Shows the call-back profile label that the call-back uses. |
| Profile SID | Shows the SID of the call-back profile that the call-back uses. |
| Option | Shows the call-back option, queue, or DID on which the call was transferred to Fonolo. |
| Option SID | Shows the SID of the call-back option. The option SID is a unique identifier for each Fonolo call-back option and can be used to start calls and retrieve data. |
| Application | (API Deployment only) The name of the API that was used to start the call-back. |
| Application SID | (API Deployment only) Shows the SID of the API application that was used to start the call-back. |
| Client | (1xxxyyyzzz) The call-back number confirmed by the caller. This is the number they will receive their call-back on. |
| Deep Dial | Measures the time that Fonolo took to navigate an IVR. A discontinued field that is kept available for legacy users. |
| Hold Time | (MM:SS) The amount of time that passed between the start of the Fonolo call (answered by the queue) and the moment the agent started the call-back. |
| CC Time | (Client Connect Time) (MM:SS) The amount of time that passed between the agent starting the call-back and the caller answering the call. |
| Talk Time | (MM:SS) The amount of time that passed between the caller answering the call and the end of the call. |
| Duration | (MM:SS) The total length of the call-back. The sum of the Hold Time, CC Time, and Talk Time. |
| Call Disposition | Shows the type of call-back the caller requested. Go to Call Disposition Values for a list of all values and their meanings. |
| Debug Recording | Play or download the call debug recording of the associated call-back. The call debug recording is the last 5 minutes of hold time of the call-back. Once the caller is connected to the phone call, Fonolo does not record any audio. |
| Status | Shows the current progress of the call-back. Go to Call-Back Status Values for a list of all values and their meanings.. |
| Clearing | Shows the results of a completed call-back or the cause of a failed call-back. Go to Clearing Field Values for a list of all values and their meanings. |
| Ended By | Shows which side ended a completed call. Go to Ended By Values for a list of all values and their meanings. |
| Rescheduled | Shows whether a call was rescheduled, and by whom, if a call failed and Rescheduling is enabled on the call-back profile. Go to Rescheduled Values for a list of all values and their meanings. |
| Agent DTMF | Shows all DTMF tones received by Fonolo from the agent. DTMF 1 starts the call-back, DTMF 2 plays responses recorded by callers, and DTMF 9 reschedules a call back if agent rescheduling is enabled. All other DTMF tones have no meaning to the Fonolo service. |
| Feedback Given | Shows whether call quality feedback was provided from within the Call-Back Portal. Go to Call Quality Feedback for more information. |
| Number Type | Shows what kind of phone number the caller opted in to the call-back with. Go to Number Type Values for a list of all values and their meanings. |
| Carrier | Shows the telecommunications carrier the caller's phone number is associated with. |
| SMS Opt-In | Shows whether an opt-in SMS message was sent to the caller. |
| SMS Confirm | Shows whether a confirmation SMS message was sent to the caller. |
| SMS Update | Shows whether an update SMS message was sent to the caller. |
| SMS Wrap-up | Shows whether a wrap-up SMS message was sent to the caller. |
| Remote IP | (Web Call-Backs only) The IP address that the call-back widget was used from. |
| Referrer | (Web Call-Backs only) The URL of the page that the call-back widget was used from. |
| User Agent | (Web Call-Backs only) The web browser platform and version the call-back widget was used from. |
Clearing Field Values
The following is a list of all values that can appear under the Clearing field.
| Field | Description |
|---|---|
| Agent Did Not Accept | Fonolo either did not receive a DTMF 1 tone from the agent, or an error occurred that ended the call before we received a DTMF 1 tone. |
| Client Did Not Accept (Client First Only) | Fonolo either did not receive a DTMF 1 tone from the client prior to call termination, or an error occurred that ended the call before we received a DTMF 1 tone. |
| Canceled via SMS | The call-back was cancelled by the caller by replying to an SMS update message. |
| Cancelled by Admin | The call-back was manually cancelled by a user with the Account Manager role from within the Portal. |
| Cancelled by Client | The caller cancelled their own call-back. |
| Cancelled by Fonolo | The call-back was manually cancelled by a Fonolo administrator from within the Portal. |
| Client Call Abandoned | The agent answered the call and pressed DTMF 1 to call the caller back, but hung up the call before RTP audio was established. |
| Client Call Failed | Fonolo was unable to place a call-back to the caller. |
| Client Call Timeout | Fonolo was unable to place a call to the caller and we reached the timeout threshold before receiving a response. |
| Client Number Busy | The caller's phone number was busy when Fonolo tried to place the call. |
| Client Number Unknown | This occurs when Fonolo attempts to dial a client-provided number and receives a carrier error indicating that the number is unavailable/not in service and the call cannot be completed. |
| Client Unavailable | The agent answered the call and pressed DTMF 1 to call the caller back, but hung up the call after RTP audio had been established. |
| Global Timeout Reached | The phone system is not communicating with Fonolo properly. The default time threshold for a Global Timeout is 21600 seconds (6 hours). |
| None | The call is in progress. After the call is completed, another value is shown based on how the call ended. |
| Normal Clearing | The call-back was successfully completed. |
| Removed by Fonolo | The call-back was removed by a Fonolo administrator and will not count against your call-back license. |
| Session Timeout | (Fonolo Appliance deployments only) The session timer between Fonolo and the appliance has been interrupted. This may be the result of a network connectivity problem during a call-back in progress. |
| Target Call Failed | Fonolo was unable to call in to the target/queue. |
| Target Call Timeout | Fonolo was unable to call in to the target/queue and reached the target timeout threshold. |
| Target Number Busy | The target/queue was busy when Fonolo attempted to make the placeholder call. |
| Target Number Unknown | Fonolo received a 404 carrier error. This may mean that the target number is incorrect or that the number format needs to be changed. |
Call Disposition Values
The following is a list of all values that can appear under the Call Disposition field.
| Field | Description |
|---|---|
| Immediate | The call-back was requested to be completed as soon as possible. |
| Scheduled | The call-back was a scheduled call-back. |
Call-Back Status Values
The following is a list of all values that can appear under the Call-Back Status field.
| Field | Description |
|---|---|
| Success | The call-back was successfully completed. |
| Canceled | The call-back was canceled. |
| Failed | The call-back failed. |
| Abandoned | The call-back opt-in was unsuccessful because the call ended before the caller could complete the opt-in process. This status is only shown in Abandoned Optins scheduled reports or the Fonolo API. |
Ended By Values
The following is a list of all values that can appear under the Ended By field.
| Field | Description |
|---|---|
| Client | The call-back was ended by the client. |
| Company | The call-back was ended manually by the agent or automatically by the company phone system. |
Rescheduled Values
The following is a list of all values that can appear under the Rescheduled field. Each value only appears when its associated setting is enabled.
Go to How to Configure a Call-Back Profile > Rescheduling for more information on changing call-back rescheduling settings.
| Field | Description |
|---|---|
| No | (Client Rescheduling) The call-back failed, and the caller was notified, but they opted not to reschedule the call. |
| Client | (Client Rescheduling) The call-back failed, and the caller opted to retry the call-back. |
| Auto | (Auto Rescheduling) The call-back was automatically rescheduled. |
| Agent | (Agent Rescheduling) The call-back was rescheduled by the agent. |
| Fonolo | The call-back was rescheduled by a Fonolo administrator. |
Number Type Values
The following is a list of all values that can appear under the Number Type field.
| Field | Description |
|---|---|
| Mobile | The call-back number is a mobile number. |
| Landline | The call-back number is a land line number. |
| VOIP | The call-back phone number is a VoIP (internet-based) number. |
| Other/Unknown | Fonolo could not determine what type of phone number was used to opt into the call-back. |