Fieldname | Description | Datafield/ Formula | Format |
Date | Date of contact arrival | Date | yyyy-mm-dd |
Call ID | Â Unique ID of the Call | CallID | |
Caller ID | Â Calling number of the customer | ANI | |
Opted Skill | Name of the Skill group associated with the agent | SkillGroupName | |
Agent Name | Â 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 | Â Start time of the contact | CallStartTime | Â hh:mm:ss |
Queue Time | Time when contact get queued | Â QueueTime | Â 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 | Â 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 |