Excessive (Event Type) by Agent
The Excessive (Event Type) by Agent report allows you to report on calls containing a specific event or events, but only if the event(s) fit the duration threshold specified (i.e., an event lasting longer than, less than, or equal to two minutes).
The report columns list general information about each call, including the call direction, internal and external parties involved, account code, event type duration, and the call's start time and total duration.
The Excessive (Event Type) by Agent 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. (To see an agent's calls in full detail, click "open," which is located at the end each agent's column.) 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 timeframe, 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.
In addition to being a Detailed report, it is sub-grouped by agent. This means that the report will be broken down into an individual mini-report for each of the selected agents. You will then easily be able to see which calls are associated to which agent.
It’s important to know that this report contains an Account Code column. Account codes are generally associated with the Agent Desktop module. Therefore, if the Agent Desktop license has not been purchased, then the report can still be used; however, the Account Code column will be left blank.
Screenshot
Column Descriptions
Call
Displays the call's Call ID. 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, internal, or intersite call.
- Inbound - When an external party calls you. The call originates outside of your system and comes into your phone system.
- Outbound - When you call an external party. The call originates inside your system but goes outside of your system.
- Internal - When you dial another person by their extension in the organization. The call originates in your system but stays in your system (extension to extension).
- Intersite - This is very uncommon and is there for Legacy Versions prior to Chronicall release 3.6. Intersite calls occur when a call starts in one of your phone systems and connects to another system on the same network. You will only see intersite calls if you have set up Chronicall to record data from multiple locations.
Internal Party
Shows the phone number of the internal party associated with this call.
- For inbound calls, this shows the number the caller dialed.
- For outbound calls, this shows the number that the agent dialed.
- 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 person calling in.
- For outbound calls, this is the number that the agent dialed.
- For internal calls, this field is blank.
Account Code
This shows the account code that is associated with the given call. For more information on how to configure account codes see Account Codes.
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.
{Event Type} Duration
This shows the total, maximum, minimum, or average duration of all events in the given call. Specify one or more events types to only include those events.
It is important to know that call events are the stages a call moves through as it is created, answered, transferred, or ended. This event level filter can compare each event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included.
Please note:
- The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
- The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
- The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
- The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.
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.
Updated about 5 years ago