Call Details
The Call Details report is a Call Detailed report. This means that each line on the report will represent one individual call and will provide details for each call.
This report displays a list of calls, sorted by Call ID. The Call ID is a number that is associated with the call in the Xima CCaaS 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.
The report's columns include general information about the call, the number dialed by the calling party, the internal and external parties, the initial Skill, the total duration of the call's talking events, whether or not the call was answered, and any account code attached to the call. The report summaries at the top of the page show total and average statistics across all of the listed 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
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.
Updated 11 months ago