Telephony widgets – Average Incoming Ring Time by Department

Definition

This widget provides a summary of call activity by Directory Tree Path, showing the total number of calls, the outcome of those calls, the total talk time, and the total ring time recorded before each call reached its final outcome.

The data is grouped by call outcome, allowing you to see how many calls were answered, missed, abandoned, voicemail, or ended with another outcome. For each outcome, the widget displays the cumulative talk time and ring time, helping you understand how calls are being handled across different departments, teams, or business units.

For example, for calls with an Answered outcome, the widget shows both the total amount of time callers spent speaking with users and the total amount of time calls spent ringing before being answered. This can be used to monitor service levels, identify delays in answering calls, and assess overall call handling performance.

Output list

Called Tree Path
Call Outcome
Sum(Talk Time)
Average(Ring Time)
< 5 seconds

5 – 9.999 seconds
10 – 29.999 seconds
30 – 59.999 seconds
> 60 seconds

Sample output

Average Incoming Ring Time by Department widget data grid

Widget text

{"ViewGuid":"86c3d71b-0b81-45ad-8eef-2ce931e9e32e","Definition":{"ColumnAggregates":[{"ColumnId":"CalledTreePath","IsNew":true,"Type":-2,"Alias":"CalledTreePath_4901990d68e12a43","Label":"Called Tree Path"},{"Alias":"TalkTime_c51c848d9b257e16","Label":"Sum(Talk Time)","ColumnId":"TalkTime","AggregateType":"Sum","IsAggregate":false,"IsExpanded":false,"Type":-1},{"ColumnId":"RingTime","IsNew":true,"Type":-1,"AggregateType":"Average","Alias":"RingTime_90378f9b2de27643","Label":"Average(Ring Time)"},{"ColumnId":"RingTimeBand","IsNew":true,"Type":-3,"IsExpanded":true,"Alias":"RingTimeBand_f40f230c4f6a1fc9","Label":"Ring Time Band (Columns: 5)"}],"PreFilters":[{"ColumnId":"CallDirectionName","FilterColumnAlias":"leg_DirectionId","IsNew":true,"Values":["1","3"],"Names":["Incoming","Internal"],"Type":3,"Alias":"DirectionId_49e33ed6224d7953","Label":"Call Direction","IncludeAll":false}],"PreGroupFilters":[],"Parameters":{"SelectedTreeId":"1","DateSelectionMethod":"UseQuickDates","QuickDate":{"Type":"2","FromLocal":"07/09/2026 00:00:00","ToLocal":"07/09/2026 23:59:59"}},"GridSettings":"{\"columns\":[{\"index\":0,\"field\":\"CalledTreePath_4901990d68e12a43\",\"width\":351.922,\"hidden\":false},{\"index\":1,\"field\":\"TalkTime_c51c848d9b257e16\",\"width\":170.844,\"hidden\":false},{\"index\":2,\"field\":\"RingTime_90378f9b2de27643\",\"width\":170.766,\"hidden\":false},{\"index\":3,\"field\":\"RingTimeBand_f40f230c4f6a1fc9_6\",\"width\":116.375,\"hidden\":false},{\"index\":4,\"field\":\"RingTimeBand_f40f230c4f6a1fc9_7\",\"width\":155.516,\"hidden\":false},{\"index\":5,\"field\":\"RingTimeBand_f40f230c4f6a1fc9_8\",\"width\":167.5,\"hidden\":false},{\"index\":6,\"field\":\"RingTimeBand_f40f230c4f6a1fc9_9\",\"width\":171.844,\"hidden\":false},{\"index\":7,\"field\":\"RingTimeBand_f40f230c4f6a1fc9_10\",\"width\":125.141,\"hidden\":false}],\"sortField\":\"CalledTreePath_4901990d68e12a43\",\"sortDir\":\"asc\",\"pageSize\":50}"},"DefinitionVersion":1}

Modifications

If you need to filter the results to specific call types, you can use the Call Direction filter. This allows you to display only Incoming calls, only Internal calls, or a combination of both, depending on your reporting requirements.

Applying a Call Direction filter can help focus the analysis on the call activity that is most relevant to your investigation or reporting needs.