Inbound and Outbound Calls Detail

Fieldname Description
Agent Name Name of the agent
Agent Login ID Login ID of agent
Agent Extension Extension of the agent device
Agent Non IPCC Extension Extension of the agent device used for dialing external calls
Calls Start Time Start Time of the call in (yyyy-mm-dd hh:mm:ss) format
Calls End Time End Time of the call in (yyyy-mm-dd hh:mm:ss) format
Call Duration Duration of the call in seconds
Called Number Dialed number to initiate a call (Extension (internal calls), Caller ANI (Outbound Call))
Call ANI Customer ANI (Extension in case of internal call, Caller ANI(Inbound Call)
Call Routed CSQ Name of CSQ in case of inbound call
Other CSQs Name of CSQ to which inbound call is transferred
Call Skills Skill group name on which call is answered by agent
Talk Time Talk time of answered call in seconds
Hold Time Hold time of call put on hold by agent in seconds
Wrap-up Time Time spent by agent during wrap-up in seconds
Type Call Name of call type

Availble Filters

  • Date Time
  • Agents