Calls by Caller ID
The Calls by Caller ID report is a Detailed report. This means that every line of the report represents one phone call. This report allows you to specify search criteria to find Caller IDs in your call database. To see the full details of each Caller ID, click "open," which is located at the end each Caller IDs' column. You can search for specific Caller IDs by entering the entire name, or simply find all Caller IDs that contain a particular word or letter.
It's important to know that the Caller ID is the name of the caller. This information is based on basic Caller ID. If the caller's phone service provider provides the information, it will be presented. If it doesn't, Xima CCaaS will not be able to report on the Caller ID.
In addition to being a Detailed report, it is sub-grouped by Caller ID. This means that the report will be broken down into an individual mini-report for each of the selected Caller IDs. You will then easily be able to see which calls are associated to which Caller ID.
Furthermore, 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 very useful number as 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
This column displays the Call ID that is associated with the call with the given Caller ID. 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.
This column displays the phone number of the external party associated with the phone call for the given Caller ID. (I.e., the number of the person calling in)
This column displays the name/extension of the initial (first) agent associated with the call for the given Caller ID.
Note: This will only display a name/extension if and the call made it to/involved an agent.
This column displays the name/extension of the final (last) agent associated with the call for the given Caller ID.
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 call with the given Caller ID.
This column displays "true" if the given call was answered and shows "false" if the call was not answered.
This column displays the total duration of the call associated with the given Caller ID from beginning to end.
Updated over 1 year ago