Field |
Description |
Available in Design Type |
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Contact Center Detail |
Contact Center Summary |
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Column |
Header |
Column |
Header |
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Abandoned |
Indicates if an inbound or internal call was abandoned, that is the caller hung up before the call was answered. It will put Y or N in the column as appropriate. |
X |
X |
X |
X |
Abandoned Call Count |
Number of abandoned calls. |
|
|
X |
|
Agent State Duration |
Indicates state duration for a particular agent |
X |
|
X |
|
Call Hour |
Displays the hour of the day in which the call occurred, e.g. 9 AM shows as 09, 1 PM shows as 13. |
X |
X |
X |
X |
Call Week |
Displays the date of the first day of the week in which the call occurred. |
X |
X |
X |
X |
Call Year |
Displays the year in which the call occurred in the format of YYYY, e.g. 2014. |
X |
X |
X |
X |
Caller ID |
Phone number of the person making the call |
X |
X |
X |
X |
Calling Party Number |
Number Available with Cisco data only. Gives the phone number making the call. | X |
X |
X |
X |
Calls Handled |
These are calls that are handled by an agent |
|
|
X |
|
Calls Presented |
These are calls that either come in through the Contact Center or outbound calls that the Contact center dials for an agent. |
|
|
X |
|
Company |
Highest organizational level. The name may be different if it was changed in System Configuration Options. Can be displayed as Name, Code, Name (Code), or Code - Name. If the system is configured to use less than four organizational levels, this level will not display.
|
X |
X |
X |
X |
Contact Center |
Enterprise or group dealing with queries from outside customers | X |
X |
X |
X |
Contact Center Application |
This field contains the IVR (Interactive Voice Response) script used by the Contact Center for the queue. | X |
X |
X |
X |
Contact Center Call Type |
Basically this combines the call direction along with other characteristics, e.g. Inbound - automatic call distributor (ACD) which is an inbound call delivered by the unified contact center express (UCCX). | X |
X |
X |
X |
Contact Center Team |
This is a display only field that provides the extension to which a person belongs to, e.g. Support | X |
X |
X |
X |
Cost Center |
Third highest organizational level. The name may be different if it was changed in System Configuration Options. Can be displayed as Name, Code, Name (Code), or Code - Name. If you only use one organizational level, it will not appear. |
X |
X |
X |
X |
CTI Route Point |
When a call does not reach an agent the owner will be the CTI Route Point. | X |
X |
X |
X |
Date |
Date on which the call(s) occurred. See the Formatting Tab topic for supported formats. | X |
X |
X |
X |
Department |
Lowest organizational level. The name may be different if it was changed in System Configuration Options. Can be displayed as Name, Code, Name (Code), or Code - Name. If always appears. |
X |
X |
X |
X |
Dequeued |
A call that is removed from the Queue because it was answered. | X |
X |
X |
X |
Dequeued Call Count |
This is a count of dequeued calls. |
|
|
X |
X |
Disposition |
This is to do with how the call was or was not handled. | X |
X |
X |
X |
Division |
Second highest organizational level. The name may be different if it was changed in System Configuration Options. Can be displayed as Name, Code, Name (Code), or Code - Name. If you only use two organizational levels, it will not appear. |
X |
X |
X |
X |
Duration |
Duration of the call(s). See the Formatting Tab topic for supported formats. | X |
|
X |
|
Extension |
Extension number of the phone that made or received the call(s). | X |
X |
X |
X |
Final Called Party Number |
Available with Cisco data only. Gives the final destination of a call. | X |
X |
X |
X |
Handle Time |
Work Time + Talk Time + Hold Time | X |
|
X |
|
Hold Count |
The count of all calls put on hold before being answered. | X |
|
X |
|
Hold Time |
The time a call is on hold | X |
|
X |
|
Original Called Party |
Number Available with Cisco data only. Gives the original destination of a call, which may be different than its final destination. | X |
X |
X |
X |
Phone Number |
Phone number for the call. For an outbound or internal call, this is the digits dialed. For an inbound call it is the ANI if it is available. | X |
X |
X |
X |
Queue |
Number of calls that are waiting to be answered by agents | X |
X |
X |
X |
Queue Time |
Total wait time for calls in a queue | X |
|
X |
|
Queue Time Target |
Threshold set (secs) for time in queue for individual calls |
|
|
X |
|
Ring Time |
Amount of time the phone rang before the call was answered. Available only with phone systems that report ring time. | X |
|
X |
|
Actual Service Level |
Number of calls presented/Number of calls that met the service level |
|
|
X |
|
Service Level Met |
Calls that were at or below the threshold for time in queue | X |
|
X |
|
Service Level Target |
Threshold set (secs) for time in queue for all calls |
|
|
X |
|
Talk Time |
The time an agent is talking to another person | X |
|
X |
|
Time |
Time the call started. | X |
|
X |
|
Transfer Type |
Type of transfer for a call whether transferred to an agent, transferred in, or transferred to outside party. | X |
X |
X |
X |
Work Time |
The time difference between a call cleared event and the end call event associated with an agent. | X |
X |
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Wrap-up Data |
This is information that an agent enters about a call during their wrap up time. Not all clients use wrap-up information and for those that do, wrap-up information is not available on all calls. | X |
X |
X |
X |