Calls by Account Code
The Calls by Account Code report lists each call that involves the selected account code(s). The calls are sub-grouped by the selected account codes, meaning that each account code selected will display each of the calls associated with it. To see an account code's information in full detail, click "open," which is located at the end of account code's column.
Furthermore, the Calls by Account Code report is a a Detailed report. As a Detailed report, 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 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.
Report Column Descriptions
Call
This column displays the Call ID that is associated with the call with the given account code. 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 Party
This column displays the phone number of the external party associated with the phone call for the given account code. (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 for the given account code.
Note: This will only display a name/extension if and the call made it to/involved an agent.
Final Agent
This column displays the name/extension of the final (last) agent associated with the call for the given account code.
Note: This will only display a name/extension if the call made it to/involved an agent.
Talking Duration
This column displays the total duration of all talking events in the call with the given account code.
Start Time
This column displays the date and time that the call with the given account code started. (Format: 21 Apr 2011 17:13:37)
Call Duration
This column displays the total duration of the call associated with the given account code from beginning to end.
Updated 5 months ago