Displays the call's Call ID. A Call ID is an ID number that corresponds to the calls within the database.
Shows the phone number of the external party associated with the given phone call
- For inbound calls, this is the number of the person calling in.
Shows the Caller ID that the phone system associated with this call
Shows the first agent that was a receiving party of an event in the given call
Shows the time it took for agents to answer their phones when the given call came to them
Note: Speed of answer is defined as the total duration of ringing events associated with an agent before a call's first talking event. Specify one or more agents to only include ringing events associated with those agents.
Shows the time it took for the agents in Hunt groups to answer their phones when the given call came to their group
This shows a check-mark if the given call was answered, and shows blank if the call was not answered. Call is considered answered if there is a talking event with the given agent/group.
Shows the total duration of all talking events in the given call
Shows the account code that is associated with the given call (when applicable)
Account Code Requirements
Account codes are generally associated with the Agent Dashboards module and requires the associated module license. This means that if the Agent Dashboards license has been purchased and account codes have been configured, then the column will display the account code information. If the Agent Dashboards license has not been purchased, then the report can still be used; however, the Account Code column will be left blank.
Shows the date and time that the given call started
This shows the entire amount of time between when the call started and ended. This is how long the call lasted.
Updated about 2 years ago