Agent Calls

Report Column Descriptions

Call
This column displays the Call ID that is associated with the call. A Call ID is an ID number that corresponds to the calls within the Xima CCaaS database. It is possible to use this number to search for the specific call in Cradle to Grave.

External Number
This column displays the phone number of the external party associated with the given phone call. (I.e., the number of the person calling in)

Location
This column displays the name of the location from which the external party is calling.

Total Talking Duration
This column displays the total duration of all talking events in the given call.

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

Call Duration
This column displays the entire amount of time between when the call started and ended. This is how long the call lasted.

Is Answered
This column displays "true" if the given call was answered and shows "false" if the call was not answered.