Call Details

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

Call Direction
This column displays the initial direction of the call (Inbound, Callback)

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

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

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)

Initial Agent
This column displays the name/extension of the initial (first) agent associated with the call.

Note: This will only display a name/extension if the call made it to/involved an agent.

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

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

Account Code
This column displays the account code associated with the given call if an account code was included. If an account code was not associated with the given call, the column/row will display empty.