> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/report/phone/call-pivot.md).

# Call Pivot

Cross-analyze call records by date, agent, channel category, extension, and call type to analyze call counts and call duration.

## Overview

The "Call Hub" uses the data in "Call History" as its basis, regrouping and aggregating each call handling record by different fields. It is suitable for quickly comparing the distribution of agents, extensions, channel categories, call types, or special call statuses.

Unlike "Call History," the focus of the Call Hub is not on viewing the details of a single call, but on organizing a large number of call records into statistical results to help managers observe the overall telephone service status.

{% hint style="warning" %}
**The basis for Call Hub statistics is "Call History," not the actual number of calls made by customers.**

If a single incoming customer call generates multiple call handling records in the system, these records may all be included in the hub statistics. Therefore, when interpreting "call count," you should first understand that one incoming call may generate multiple records due to processes such as reassignment.
{% endhint %}

For example, if a customer call is assigned to agents A, B, and C in sequence, with A and B not answering and C answering in the end, then if the system generates 3 handling records, all 3 records will be included in the Call Hub when counting by "call count," rather than being automatically merged into 1 customer call.

If you need to confirm the individual records, it is recommended to go back to "Call History" to view the full details.

***

## Hub Fields

The following fields are currently available as hub analysis conditions:

| Field                              | Description                                                                             |
| ---------------------------------- | --------------------------------------------------------------------------------------- |
| **Start Date**                     | Grouped by the start date of the call handling record.                                  |
| **Customer Abandoned Voluntarily** | Grouped by whether the customer abandoned the call voluntarily.                         |
| **Reassignment**                   | Grouped by whether the record is part of a reassignment process.                        |
| **Agent Rejected Call**            | Grouped by whether the agent rejected the assigned call.                                |
| **Agent Did Not Answer in Time**   | Grouped by whether the agent did not answer even after the allowed answer time expired. |
| **Agent**                          | Grouped by the agent associated with the call handling record.                          |
| **Channel Category**               | Grouped by the channel category corresponding to the ACD number.                        |
| **Extension Number**               | Grouped by the agent extension number.                                                  |
| **Call Type**                      | Grouped by call type such as inbound, outbound, internal, or reassigned calls.          |

By default, the pivot table uses:

* **Rows: Extension Number**
* **Columns: Call Type**
* **Displayed value: Call Count**

as the initial display. You can adjust the rows and columns according to your analysis purpose to reframe the data view.

***

## Displayed Value

In addition to cross-analyzing by different fields, you can also switch the "Displayed Value" to decide the statistical method shown in each pivot cell.

| Displayed Value          | Description                                                                             |
| ------------------------ | --------------------------------------------------------------------------------------- |
| **Call Count**           | Calculates the number of call records that match the current row and column conditions. |
| **Average Call Seconds** | Calculates the average call duration of the call records that meet the conditions.      |
| **Total Call Seconds**   | Adds up the call durations of the call records that meet the conditions.                |

{% hint style="info" %}
"Average Call Seconds" and "Total Call Seconds" are calculated using the call duration in each call record; records that did not generate an actual call duration may have a call duration of 0.
{% endhint %}

***

## Analysis Examples

### View inbound and outbound distribution across different extensions

Place "Extension Number" in rows, "Call Type" in columns, and use "Call Count" to quickly compare the number of inbound, outbound, and other call type records across different extensions.

### View call volume by different channel categories

Using "Channel Category" as one of the analysis dimensions lets you compare the number of call records generated from different telephone service sources, which is suitable for observing usage across different business lines, customer service hotlines, or telephone service categories.

### Analyze agent no-answer and rejection situations

You can perform cross-analysis with "Agent," "Agent Did Not Answer in Time," or "Agent Rejected Call" to quickly observe how different agents handled assigned calls.

### Compare call duration

Switching the displayed value to "Average Call Seconds" or "Total Call Seconds" lets you compare different agents, extensions, channel categories, or call types from the perspective of call duration.

***

## How to Interpret the Call Hub

The Call Hub is suitable for answering questions such as "Where did these call handling records mainly occur, who handled them, what type were they, and how much call time did they take?"

However, if you want to answer questions like "How many customers actually called in today?" you need to be especially careful, because processes such as reassignment may cause one customer call to generate multiple records. In this case, it is not recommended to directly treat the "call count" in the hub as the only inbound call count; instead, first understand the actual call flow, then interpret it together with the call type and call information.

If you need to trace the handling process of a specific call record by record, please use "Call History"; if you need to compare the distribution and trends of a large volume of call data, use "Call Hub".