The Roles Call Cost report focuses on call cost details for Chronicall *Agent Roles. This will allow you to report on calls involving the Role and will display columns for Calling Agent, Start Time, External Party, Rate Label, Rate per Minute, Call Duration and Call Cost.

Call Cost reports are typically used in scenarios when clients/agents are charged for their time on the phone. The Roles Call Cost 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. 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 and will provide the ability to see how much the client owes for their time on the phone with the agent represented by the role.

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

To use this report, at least one Call Cost profile must be utilized. A Call Cost profile is created to define the rate at which an agent/client should be charged for time on the phone, or time that a specific event such as talking takes place during a call. The rates are typically determined by external number criteria. For example, a Call Cost profile can contain a rate stating that any call that does not start with local area codes (in other words, long-distance calls) may be charged $0.10 per minute.

For more information on configuring Call Cost profiles, see this article.

*A agent role is, in essence, a Chronicall created group separate from your phone system groups. By using Roles, you can assign a list of agents and Realtime agents to a specific role, then, when running a report, creating a Realtime wallboard, etc. you can select the role rather than having to select each individual agent.

For more information on agent roles, see this article.