Call Details

The Call Details report is a Call Detailed report. This means that each line on the report will represent one individual call and will provide details for each call.

This report displays a list of calls, sorted by Call ID. The Call ID is a number that is associated with the call in the Chronicall database. It is a useful number because once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same time frame, paste it in the Quick Search tool, and it will take you directly to the call. This will then allow you to see the detailed events of the call.

The report's columns include general information about the call, the number dialed by the calling party, the internal and external parties, the initial Hunt group, the total duration of the call's talking events, whether or not the call was answered or recorded, and any account code attached to the call. The report summaries at the top of the page show total and average statistics across all of the listed calls.

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Column Descriptions


Call

A Call ID is an ID number that corresponds to the calls within the database.


Call Direction

Shows whether the given call was an inbound, outbound, or internal call.


Call Duration

Shows the entire amount of time between when the call started and ended. This is how long the call lasted.


Start Time

Shows the date and time that the given call started.


End Time

Shows the date and time that the given call ended.


Dialed Number

Shows the first phone number that was dialed to initiate the phone call.

  • For internal calls, this will be the extension number that was dialed.
  • For inbound calls, this will be the number that the external party dialed to reach your phone system.
  • For outbound calls, this will be the number that the agent dialed to reach their intended target.

Internal Party

Shows the phone number of the internal party associated with this call.

  • For inbound calls, this shows the dialed party number.
  • For outbound calls, this shows the calling party number.
  • For internal calls, this field is blank.

External Party

Shows the phone number of the external party associated with the given phone call.

  • For inbound calls, this is the number of the calling party.
  • For outbound calls, this is the dialed party number.
  • For internal calls, this field is blank.

Initial Group

Shows the first Hunt group that participated in the given call.


Talking Duration

Shows the total duration of all talking events in the given call.


Is Recorded

This indicates whether or not the call was recorded. It shows a check-mark if the given call was recorded, and shows blank if it was not.


Answered

This indicates whether or not the call in question was answered. It shows a check-mark if the given call was answered, and shows blank if the call was not answered.


Account Code

Shows the account code that is associated with the given call.

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Account Code License Requirements

Account codes are associated with the Agent Dashboards module and account codes will only display if the Agent Dashboards license is present. However, this report can be run whether you have purchased the Agent Dashboards license or not. If it has not been purchased, then the account code column will be left blank.