Agent Calls

The Agent Calls report is a list of every phone call for the selected agents for a selected time frame. This report is a Detailed report, which means that every line of the report represents one phone call.

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

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.