Calls by Call Direction

The Calls by Call Direction report is a Detailed report. This means that every line of the report represents one phone call.

This report provides the ability to see the individual call details for each call that took place for the specified agents/groups during the selected time frame. This will also be based on the selected call direction (inbound, outbound, internal, and intersite*).

In addition to being a Detailed report, it is sub-grouped by call direction. This means that the report will be broken down into an individual mini-report for each of the selected call directions. You will then easily be able to see which calls are associated to which call direction. To see the mini reports of each call direction in full detail, click "open," which is located at the end each call direction's column.

Furthermore, as a Detailed report, each line on the report will represent one individual call and will provide details for each call. Each line provides a 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 (look for the magnifying glass icon in the top left-hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call.

*Intersite refers to Legacy versions of Chronicall (prior to version 3.6).

Screenshot

Column Descriptions


Call

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


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 Agent

Shows the first agent that participated in the given call.


Total Talking Duration

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


Start Time

Shows the date and time that the given call started.


Call Duration

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