Station and Agent Inbound Calls

The Station and 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.

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 call details individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.

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.

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Column Descriptions

Call

This column shows the Call ID for each call. A Call ID is an ID number that corresponds to the calls within the Chronicall database.

Calling Party Number

This column shows the phone number associated with whoever initiated the call. For this report, this shows the phone number (provided by the service provider) that is associated with the client calling in.

VDN

This column shows the VDN (Vector Directory Number) associated with the call.

Ringing Duration

This column shows the total time that the call spent ringing to the specified station/agent.

Talking Duration

This column shows the total talking duration for the call to the specified station/agent

Is Answered

This column signifies if the call was answered, which means that there was a talking event with the given agent. "True" (or a check mark) means it was answered. "False" (or no check mark) means that it was not answered by the agent.

Start Time

This column shows the date and time that the given call started. (Format: 21 Apr 2011 17:13:37)

Updated almost 3 years ago