Agent Inbound Calls
The Agent Inbound Calls report is a Detailed report. This means that each line on the report will represent one individual call and will provide details for each call.
The Agent Inbound Calls report provides a "Call ID" for each call. 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.
This report focuses on providing detailed information for each inbound call associated with the selected agent(s) for the selected time frame. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.
Column Descriptions
Call
- Call ID that corresponds to the call within Cradle To Grave and the database.
Caller ID
- The text associated with the caller's Caller ID (name of the Inbound caller).
Note: Chronicall receives caller ID information based on basic, simple caller ID. If the phone service provider of the caller provides the information, Chronicall will display it. If it doesn't, then it won't.
Calling Number
The caller's phone number (sometimes referred to as an External Number).
Dialed Number
The digits the caller dialed as sent by your telephone service provider.
Ringing Duration
The time that a call spent ringing a selected agent.
Talking Duration
The time spent talking the selected agent.
Call Duration
The total duration from start to finish for the call.
Answered
Signifies if the call was answered, which means that there was a talking event with the given agent. "True" means it was answered. "False" means that it was missed by the agent.
Start Time
Signifies the start date and time for the phone call.
Updated about 5 years ago