---
title: "Service Number Report - Columns"
canonical: "https://help.telegra.de/space/MCCE/9561348869326/Service%20Number%20Report%20-%20Columns"
format: markdown
---
![Spalten für den Servicenummern-Report im telegra Contact Center](media://d65a23f3-3ef2-4fd1-b7ec-4df71227373c)

The following columns are available in the Service Number Report:

|  |  |
| --- | --- |
| **Column Name** | **Description** |
| Total Calls | The total number of calls to the service number. |
| Connected Calls | The total number of calls that have been connected to an agent or other endpoint, such as a mailbox. |
| Dropped Calls | The total number of calls to this service number that were abandoned before being connected to either an agent or another destination. |
| Service Level | The percentage of calls answered within the target number of seconds (not including time in announcements or IVR menus). |
| Total Calls met S/L | The total number of calls that were connected to an agent within the specified number of seconds. |
| Availability (%) | The total percentage of calls that were connected to an agent. |
| Total Call Length (M) | The total time (in minutes) that calls to this service number took, measured from the time the calls entered the routing plan for this service number. This includes the time before the call was put on hold, the actual time on hold, and the time spent talking to an agent. |
| Average Call Length | The average call duration (in seconds) measured from the time the call was received in the linked routing plan. |
| Total Talk Time (M) | The total time (in minutes) that callers to this service number have spoken to agents. This time does not include time spent waiting in a queue. |
| Average Talk Time (S) | The average time (in seconds) that callers to this service number have spoken to agents. This time does not include time spent waiting in a queue. |
| Inbound Call Rate per Hour | The number of incoming calls per hour to this service number. |