SLA (Service Level)
- Calls answered within a set time window. Default in reports: 20 seconds.
- SLA % = answered within window / offered.
Abandon
- True Abandon: Not answered anywhere in the call journey (customer view).
- Queue Abandon: Not answered on the queue/external leg (queue performance).
- Short/Long: Short 0–6s; Long ≥6s by default.
Queue
- 3CX call queue that distributes calls to agents.
- Filters: queue_routed (routed queues only, default) vs queue_metadata (any with queue name/number).
Tenant
- Your organisation in VoicePro. Pick it in the header before viewing data.
Call Leg vs Flow
- Leg: A single hop (e.g., caller → queue, queue → agent).
- Flow: The full journey across legs, showing where the call ended.
External vs Internal
- External calls come from customers; internal calls are between extensions.
- Reports focus on external (customer) calls.