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Fieldname | Description | Datafield/ Formula | Format |
Date | Date of contact arrival | Date | yyyy-mm-dd |
Call ID | Unique ID of the Call | CallID | |
Caller ID | Calling number of the customer | ANI | |
Opted Skill | Name of the Skill group associated with the agent | SkillGroupName | |
Agent Name | Full name of the agent | AgentFullName | |
Agent ID | Extension of the agent | Extension | |
Team Name | Name of the team associated with the agent | TeamName | |
Call Start Time | Start time of the contact | CallStartTime | hh:mm:ss |
Queue Time | Time when contact get queued | QueueTime | hh:mm:ss |
Answer Time | Time when contact is picked up by agent for answer | AnswerTime | hh:mm:ss |
Call End Time | End time of the contact | CallEndTime | hh:mm:ss |
Queue Duration | Duration of contact in queue | QueueDuration | seconds |
Talk Duration | Duration of contact while in talking | TalkDuration | seconds |
Call Duration | Total duration of contact | CallDuration | seconds |
Hang-up | Display of disconnected party (Agent or customer) | Hangup |