Engage Voice | Reports reference

As discussed in the Intro to Scheduled Reports article, the platform provides a number of historical reports organized by categories, as well as real-time reports that provide more current information. This section will help you read the individual reports and understand the data parameters being reported. Note that the account reports are reports that contain custom data that you define with your CSM. This category will appear if you have added custom reports with your CSM, but will not appear if you have not added any reports.

Agent reports

Let’s review the reports available within the Agent Reports category.

Agent Account Report

The Agent Account Report provides details for each agent account included based on the selected criteria. 
 
These output parameters appear in the Agent Account Report:
  • Username: Username of the agent
  • Password: The agent’s password used to log in to the Agent UI
  • Default Login Phone: Default phone number or SIP address that the agent will use to make or receive calls
  • Last Login Date: The last date the agent logged in
  • Agent Type: Displays whether agent is an Agent, Supervisor, Multi-User Agent, or Multi-User Supervisor
  • External Agent ID: Information entered in the Ext. Agent ID field
  • Active Account: Indicates whether Allow Login is enabled for the agent
  • Allow Inbound: Indicates whether the agent can take inbound calls
  • Allow Outbound: Indicates whether the agent can take outbound calls
  • Allow Blended: Indicates whether the agent can log in to both inbound queue and outbound campaigns at the same time
  • Allow Off-Hook: Indicates whether the agent can establish and open a connection to the platform (an offhook session)
  • Allow Call Control: Indicates whether the agent is allowed access to the Hold, Transfer, Hangup, and Requeue controls for calls in the agent interface
  • Allow Login Control: Indicates whether the agent is allowed to modify login parameters, including their phone number or SIP address, or any queues, campaigns, or chat queues to which they are assigned

Agent Activity Overview

The Agent Activity Overview report provides information on agent activity, including the various agent states and calls. The report provides an overview of statuses, followed by specific call types and sources. 
 
These output parameters appear in the Agent Activity Overview report:
  • Agent ID: ID number of the agent information in this section
  • Name: Name of the agent
  • Team: Information entered in the Team field of the agent configuration
  • Presented: Total number of calls presented to the agent
  • RNA: Number of calls presented to the agent but not answered
  • Talk Time: The total amount of time an agent spent on calls for the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Time: A calculation from the time the agent logged in to when they logged out of the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking, then the login utilization would be 42% (25/60 * 100 = 42%)
  • Off Hook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Off Hook Utilization: Calculates the percentage of talk time the agent spent offhook (Talk Time/Off Hook Time * 100)
  • Work Time: Calculated based on the total time the agent was logged in to the session, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Break Time: The total time the agent spent in the “On-Break” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • P.D. Time: “Pending Disposition Time” — How much time the agent spent after calls without submitting the disposition. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Engaged Time: How long the agent state is ENGAGED on a call. It is displayed HH:MI:SS (hours, minutes, seconds)
  • RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Call Type: Each row will provide information on a specific type of call, Inbound, Manual-Outbound, or Outbound
  • Source Name: For Inbound or Outbound, displays the name of the queue or campaign
  • Calls: The number of calls originating from this type and source
  • Minutes: Total number of minutes between the calls for this row

Agent Activity Report

The Agent Activity Report provides information on calls for each agent with activity in the time period specified. 
 
These output parameters appear in the Agent Activity Report:
  • Call Type: Each row will provide information on a specific type of call, inbound, manual-outbound, or outbound
  • Source ID: For inbound or outbound, displays the ID number of the queue or campaign
  • Source Name: For inbound or outbound, displays the name of the queue or campaign
  • Calls: The number of calls which originated from this type and source
  • Minutes: Total number of minutes between the calls for this row

Agent Overview Report

The Agent Overview Report provides a summary of each agent’s activity, including time spent in various states, and a breakdown of call dispositions. 
 
These output parameters appear in the Agent Overview Report:
  • Total Login Sessions: Total number of separate login sessions for the date range specified
  • Presented: Total calls presented to the agent
  • Accepted: Total calls answered by the agent
  • RNA: Number of times calls were presented to the agent but not answered
  • Total Login Time: Calculated based on the time the agent logged in to when they logged out of all sessions included in the report. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Offhook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Talk Time: The total amount of time an agent spent on calls. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Avg Talk Time: The average time the agent spent on calls. This calculates within the database directly so there is no rounding (talk time/accepted). It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Work Time: Calculated based on the total time the agent was logged in to all sessions, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Break Time: Calculated by summing up the total time the agent spent in the “On-Break” User State during all sessions in the report. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the sessions. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total Engaged Time: How long the agent state is ENGAGED on a call. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Total RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking then the login utilization would be 42% (25/60 * 100 = 42%)
  • Offhook Utilization: Calculates the percentage of offhook time the agent spent on active calls (Talk Time/Off Hook Time * 100)
  • Disposition Breakdown By Campaign: Lists all dispositions used by the agent, broken down by campaign, and will display the total number of calls for each disposition as well as a percentage of all outbound calls from that agent with that disposition
  • Disposition Breakdown by Gate: Lists all dispositions used by the agent, broken down by queue, and will display the total number of calls for each disposition as well as a percentage of all inbound calls taken by the agent 

Agent State Change Report Raw

The Agent State Change Report Raw provides data for each new state an agent entered throughout the date range specified. 
 
These output parameters appear in the Agent State Change Report Raw:
  • Agent ID: Identification number of the agent for this row
  • Agent Login: Identification number for the agent login session
  • External Agent ID: External ID (if any) set in the agent configuration
  • Username: Agent username
  • Last Name: Last name of the agent
  • First Name: First name of the agent
  • Team: Team entered in the agent configuration (if any)
  • State: New state the agent entered
  • State DTS: Date/time the agent moved to the new state (Note: Because the field does not include seconds, there can be multiple states with the same DTS)
  • Duration: Time (in seconds) the agent was in this state

Manual Outbound Dial Report

The Manual Outbound Dial Report displays the details for any manual outbound calls made by agents on the platform. 
 
These output parameters appear in the Manual Outbound Dial Report:
  • UII: Unique identification number for the call
  • Caller-ID: Caller ID presented to the callee. Set in the agent configuration in the Manual Outbound Default Caller ID field
  • Dialed Number: The number dialed by the agent
  • Call Time: Date/time the call was placed
  • Duration: Length (in seconds) of the call
  • First Name: First name of the agent who placed the call
  • Last Name: Last name of the agent who placed the call
  • Username: Username of the agent who placed the call
  • Team: Team (if any) of the agent who placed the call
  • Recording: Link to the recording of the call

Billing Reports

Let’s review the report within the Billing Reports category.

Agent Billing Report

This report details a breakdown of agent time for each agent in your account. 
 
The following parameters appear in this report:
  • Agent ID: Identification number of the agent
  • Agent Name: Name of the agent
  • Username: Username of the agent
  • Team: Information (if any) entered in the Team field of the agent configuration
  • Extern ID: External ID (if any) entered in the Ext. Agent ID field of the agent configuration
  • Weekday Calls: Number of calls taken by the agent on weekdays not classified as short calls. This includes outbound calls and inbound calls with a duration longer than the Short Call Time set on the gate
  • Weekday Short Calls: Number of calls taken by the agent with duration less than Short Call Time set on the inbound gate Monday-Friday
  • Weekday Talk Time: Total time the agent was engaged on calls during the weekday (Monday to Friday)
  • Weekday Login Time: Total time the agent was logged during the weekday (Monday to Friday)
  • Weekday Break Time: Total time the agent was in break status during the weekday (Monday to Friday)
  • Weekday Work Time: Total time the agent was logged in during the weekday (Monday to Friday), minus any break time, away time, lunch time, and training
  • Weekend Calls: Number of calls taken by the agent on weekend days not classified as short calls. This includes outbound calls and inbound calls with a duration longer than the Short Call time set on the gate
  • Weekend Short Calls: Number of inbound calls taken by the agent on weekend days with duration less than the short call time set on the inbound gate
  • Weekend Talk Time: Total time the agent was engaged on calls on weekend days
  • Weekend Login Time: Total time the agent was logged in on weekend days
  • Weekend Break Time: Total time the agent was in break status on weekend days
  • Weekend Work Time: Total time the agent was logged in on weekend days, minus any break time, away time, lunch time, and training

BDR Dialer Report

This report details a breakdown of billing records for outbound dialing in your account. 
 
The following parameters appear in this report:
  • Account ID: ID number for the account the agent is connected to
  • UII: The unique identification number for the call
  • Call Date: The date of the outbound call
  • ANI: The number being dialed
  • DNIS: The number of the caller if an outbound call
  • ID: The unique identifier of the outbound campaign
  • Desc: The name of the outbound campaign 
  • Duration: The length of the call rounded to a six-second billing increment 
  • Jurisdiction: Indicates an interstate or intrastate call
  • Billing Code: The billing code associated with the callee

BDR Inbound Report

This report details a breakdown of billing records for inbound calls in your account. 
 
The following parameters appear in this report:
  • Account ID: ID number for the account the agent is connected to
  • UII: The unique identification number for the call
  • Call Date: The date of the inbound call
  • ANI: The number of the caller
  • DNIS: The number the caller dialed to reach the queue
  • ID: The unique identifier of the inbound queue
  • Desc: The name of the inbound queue 
  • Duration: The length of the call rounded to a six-second billing increment 
  • AppType: The application that presented the inbound call, such as ACD or IVR Studio
  • CallType: Indicates whether the call is a local or toll-free call
  • Jurisdiction: Indicates whether the call is an interstate or intrastate call
  • Country Code: The country where the call originated
  • Billing Code: The billing code associated with the caller

BDR Max Concurrent Users Report

This report details a record of the maximum number of concurrent logged-in users in your account, by date. 
 
The following parameters appear in this report:
  • Date: A date within the report date range on which one or more users were logged in
  • Max Concurrent Users: The maximum number of users who were logged in on a date

BDR Call Recordings Report

This report shows call recordings stored in a system for a given period of time associated with a call’s UII and the inbound call duration (to the nearest six-second increment for billing).
 
The following parameters appear in this report:
  • Account ID: ID number for the account the agent is connected to
  • UII: The unique identification number for the call
  • ANI: The number of the caller
  • DNIS: The number the caller dialed to reach the queue
  • Type: The call made from ACD (inbound), Manual (manual outbound dialer), IVR Studio, etc.
  • Duration: The length of the call rounded to a six-second billing increment 
  • Recording URL: The link of the call recording

BDR Cloud Out Report

This report shows calls that used the Cloud functionality. This helps provide more visibility for invoicing. All durations are rounded to the nearest six-second increment.
 
The following parameters appear in this report:
  • Account ID: ID number for the account the agent is connected to
  • UII: The unique identification number for the call
  • Call Date: The date when the call was made
  • ANI: The number of the caller
  • DNIS: The number the caller dialed to reach the profile
  • Transfer Dest: The destination of the call. Cloud profiles take inbound calls and allocate them to be sent to an assigned destination. There can be more than one destination
  • Source Type: The source of the call. This will show whether the call come from the IVR studio initially or come directly into the cloud
  • ID: The profile ID
  • Desc: The name of the inbound queue 
  • Duration: The length of the call rounded to a six-second billing increment 
  • Call Type: The type of call that was made. This can be a local call, SIP, or an international call
  • Jurisdiction: INTER or INTRA. INTER meaning interstate, INTRA meaning intrastate

BDR Current DNIS Assignment Report

This shows all DNIS on the account and type (local, pseudo-sip, TFN), as different monthly rates apply to each type.
 
The following parameters appear in this report:
  • Account ID: ID number for the account the agent is connected to
  • DNIS: The number the caller dialed to reach the queue
  • DNIS Type: The destination or endpoint type. This can be a local number, a pseudo-SIP number, or a TFN

Chat Reports

Let’s review the reports available within the Chat Reports category. 
 
This category will be available only if enabled for your account.

Chat Detail Report

The Chat Detail Report provides information on each chat session covered by the selected search criteria, as well as the total number of chats, total queue duration, client duration, and agent duration. 
 
These output parameters appear in this report: 
  • Date/Time: Date and time that the chat was initiated
  • Agent ID: Identification number of the agent in the chat session, or 0 if chat resulted in an abandon
  • Agent Name: Name of the agent in the chat session, or [NO AGENT] if the session resulted in an abandon
  • IP Address: IP address of the client initiating the chat
  • Queue Dur(m): Duration in minutes that the chat was in queue before being accepted by an agent
  • Client Dur(m): Duration the client is in the chat, in minutes, including dequeue time
  • Agent Dur(m): Duration, in minutes, of the agent chat session from accepting the chat until submitting the disposition
  • Result: End result of the chat. The result is Connected if successfully connected with an agent, or Abandon if the initiator left the chat before being connected to an agent
  • Term Reason: Reason the client chat was disconnected, either Disconnect if the client exits the chat window, or Agent-disposition if the chat is ended by the agent dispositioning (thereby ending) the chat
  • Agent Disposition: Disposition selected by the agent after the chat
  • Account Name: Name and ID number of the account
  • Chat Queue Name: Name and ID number of the chat queue
  • Chat ID: Unique identifier for the chat session
  • Chat Date: Date and time the chat was requested
  • Chat Result: End result of the chat. The result is Connected if successfully connected with an agent, or Abandon if the initiator left the chat before being connected to an agent
  • Total Duration: Duration the client is in the chat, in minutes, including dequeue time
  • Chat Duration: Duration, in minutes, of the agent chat session from accepting the chat until submitting the disposition
  • Term Reason: Reason the client chat was disconnected, either Disconnect if the client exits the chat window, or Agent-disposition if the chat is ended by the agent dispositioning (thereby ending) the chat
  • Agent Name: Name of the agent in the chat session, or [NO AGENT] if the session resulted in an abandon
  • Username: Username of the agent in the chat session
  • External ID: External ID (if any) for the agent in the chat session
  • Source IP: IP address of the client initiating the chat
  • Name: Name of the client as provided when beginning the chat
  • Email: Email address of the client as provided when beginning the chat
  • Chat Log: Provides a transcript of the chat conversation

Chat Overview Report

The Chat Overview Report provides an overview of all chat queues, followed by a separate section for each chat queue within the account. 
 
These output parameters appear in the Chat Overview Report:
  • Total Presented: Total number of chat queues initiated
  • Total Accepted: Total number of chat queues successfully accepted by agents
  • Total Abandoned: Total number of chat queues disconnected by the client before reaching an agent
  • Total Talk Time: Total amount of seconds spent in active chat sessions
  • Avg SOA: Average speed of answer, or time taken between initiation of chat session and agent accepting the chat
  • Avg Aba: Average amount of time abandoned chat sessions were in queue before being disconnected by a client
  • Avg Talk: Average time spent in active chat sessions
  • Avg Queue: Average amount of time a chat session spent in queue
  • SLA: Percent of chats successfully accepted by agents, calculated as Total Accepted divided by Total Presented
  • Breakdown By Agent Disposition: Provides the number and percent of dispositions which are set as either complete or incomplete and each disposition, or No Agent Disposition, used

Cloud reports

Let’s review the reports available within the Cloud Reports category.

Call Detail Download

The Call Detail Download report provides details for every cloud routing call based on the selections made prior to running the report. 
 
These output parameters appear in the Call Detail Download report:
  • Cloud_profile_id: The number of the cloud profile where the call was taken
  • Profile_name: The name of the cloud profile where the call was taken
  • UII: The unique identifier for the call
  • ANI: The number of the caller
  • DNIS: The number the caller dialed to reach the queue
  • Outbound_externid: The caller ID used to send a call to an external call center
  • Media_isci: Custom field for transfering DNIS data
  • Media_network: Custom field for transfering DNIS data
  • Media_market: Custom field for transfering DNIS data
  • Media_code: Custom field for transfering DNIS data
  • Media_format: Custom field for transfering DNIS data
  • Media_version: Custom field for transfering DNIS data
  • Media_length: Custom field for transfering DNIS data
  • Enqueue_time: The date/time stamp when the call was presented to the queue
  • Dequeue_time: The date/time stamp when the call left the queue for the queue for final routing to agent/other
  • Queue_time: Time in seconds that the call was in queue before routing to the destination
  • Call_state: State of the call at the time the report was run
  • Dequeue_attempts: Number of times the call attempted to dequeue before succeeding to final destination
  • Call_result: The final result of the call
  • Inbound_duration: The total length of the call
  • Recording_URL: Address to access the recording of the call
  • Connected_id: The ID of the cloud destination where the call was routed
  • Connected_name: The name of the cloud destination where the call was routed
  • Connected_route: The phone number or address of the cloud destination where the call was routed
  • Connected_duration: The total length of the call minus queue time

Cloud DNIS to DID Routing Report

This report details the possible DIDs a single DNIS may be routed to, taking into consideration overrides. Additional column headers may be included in this report depending on the profiles specified when the report was run, and will delineate the routing rules for this DNIS, considering DNIS overrides and Cloud configuration.
 
When you run this report on a single profile, the column headers will reflect the name of the destinations. When you run this report for all profiles, the column headers will reflect generic destination headers (such as Dest 1 DID, Dest 2 DID, and so on). 
 
The following parameters appear in this report:
  • DNIS: The DNIS for the routing in this row
  • Cloud Profile ID: The ID number of the Cloud Profile where this DNIS is assigned
  • Cloud Profile Name: The name of the Cloud Profile where this DNIS is assigned

Cloud Profile Metrics By Day Report

The Cloud Profile Metrics By Day Report produces an overview of metrics for selected cloud profiles broken down by specific time span.
 
The following parameters appear in this report:
  • Date: Date for metrics in the row
  • Day: Day for metrics in the row
  • DNIS: Phone number that received the call
  • Description: Description of the DNIS that received the call
  • Presented: Number of calls presented to the DNIS for the applicable day
  • Accepted: Number of calls answered
  • Abandoned: Number of calls disconnected by the caller before being answered
  • Short Calls: Number of calls less than the duration defined in the Cloud Profile
  • Long Calls: Number of calls greater than the duration defined in the Cloud Profile
  • SLA: The percentage of number of calls accepted, calculated as total number of calls Accepted divided by total number of calls Presented
  • % Abandon: Percentage of presented calls that were abandoned
  • Avg Q: Average length of time calls spent in queue
  • Total Q: Total time all calls spent in queue
  • Avg TT: Average talk time for connected calls
  • Total TT: Total talk time of all connected calls
  • Avg Handle Time: The amount of time that the call was with the destination, calculated as total call handle time divided by total number of calls accepted
  • Avg Aba: Average length of abandoned calls
  • Longest Aba: Duration of longest abandoned call

Cloud Profile Metrics By Half Hour Report

The Cloud Profile Metrics By Half Hour Report produces an overview of metrics for selected cloud profiles broken down by specific time span.
 
The following parameters appear in this report:
  • DNIS: Phone number that received the call
  • Description: Description of the DNIS that received the call
  • Profile: Cloud Profile that received the call
  • Time Block: Timespan for the given row beginning at time shown and extending for the following half hour
  • Presented: Number of calls presented to the DNIS for the applicable day
  • Accepted: Number of calls answered
  • Abandoned: Number of calls disconnected by the caller before being answered
  • Short Calls: Number of calls less than the duration defined in the Cloud Profile
  • SLA: The percentage of number of calls accepted, calculated as total number of calls Accepted divided by total number of calls Presented
  • % Abandon: Percent of presented calls that were abandoned
  • Avg Queue: Average length of time calls spent in queue
  • Total Queue: Total time all calls spent in queue

Rollup: Calls by Hour

The Rollup: Calls by Hour report provides numerical counts of different call types, grouped by the Group By settings chosen when running the report. 
 
These output parameters appear in the Rollup: Calls by Hour report:
  • Profile/Destination: Displays the Profile or Destination ID number and name, depending on Group By setting chosen when running the report
  • Type
    • Presented: The number of calls that were sent to the queue
    • Accepted: The number of calls that were answered
    • Abandoned: The number of calls where the caller hung up while waiting in queue
    • Deflected: The number of calls disconnected before beginning to route to an agent

General Reports

Let’s review the reports available within the General Reports category.

Global Call Recording Report

The Global Call Recording Report lists all calls with recordings for the search criteria specified. 
 
These output parameters appear in the Global Call Recording Report:
  • ANI: The number of the caller if an inbound call, callee if an outbound call
  • Call DTS: The date/time stamp of the call
  • Call_Type: Source of the call
  • DNIS: The number of the caller if an outbound call, callee if an inbound call
  • Duration: Length of the call in seconds
  • Recording_URL: Address to access the recording of the call

Global Call Transfer Detail

The Global Call Transfer Detail report displays all transferred calls that meet the search criteria.
 
These output parameters appear in the Global Call Transfer Detail report:
  • ID: The number of the gate, track, or cloud where the call was taken
  • Name: The name of the gate, track, or cloud where the call was taken
  • Type: The type of transfer (such as warm or cold) that occurred 
  • UII: The unique identifier for the call
  • ANI: The number of the caller
  • DNIS: The number of the location that the call was delivered to
  • Enqueue_time: The date/time stamp when the call was presented to the system
  • Dequeue_time: The date/time stamp when the call left the queue for final routing 
  • Call_state: State of the call at the time the report was run
  • Dequeue_attempts: Number of times the call attempted to dequeue before succeeding to final destination
  • Call_result: The final result of the call
  • Agent_disposition: Disposition assigned by the agent after the call
  • Inbound_duration: The total length of the call
  • Inbound_term_party: Which side disconnected the caller’s leg of the call
  • Inbound_term_reason: The reason the caller’s leg of the call was disconnected
  • Transfer_dest: Destination the call was transferred to
  • Transfer_duration: Time (in seconds) the call was connected to the transfer destination
  • Transfer_term_party: Which side disconnected the caller’s leg of the call
  • Transfer_term_reason: The reason the caller’s leg of the call was disconnected
  • Agent_duration: The duration of the call for the agent
  • Agent_term_party: Which side disconnected the agent’s leg of the call
  • Agent_term_reason: The reason the agent’s leg of the call was disconnected
  • Agent_id: ID number of the agent who took the call
  • Agent_fname: First name of the agent who took the call
  • Agent_lname: Last name of the agent who took the call
  • Agent_username: Username of the agent who took the call
  • Agent_externid: External ID of the agent who took the call (if assigned)
  • Recording_URL: Address to access the recording of the call

Global Inbound Call Detail

The Global Inbound Call Detail report provides all calls for all inbound routes in the account, including track numbers, cloud profiles, and inbound queues. 
 
These output parameters appear in the Global Inbound Call Detail report:    
  • Inbound: The type of inbound call (Track, Gate, or Cloud)
  • ID: The number of the gate, track, or cloud where the call was taken
  • Name: The name of the gate, track, or cloud where the call was taken
  • UII: The unique identifier for the call
  • ANI: The number of the caller
  • State: US state of the originating number (based on the area code)
  • Cell?: Whether the originating number is a cell phone
  • DNIS: The number the caller dialed to reach the queue
  • Enqueue_time: The date/time stamp when the call was presented to the gate
  • Dequeue_time: The date/time stamp when the call left the queue for the gate for final routing to agent/other
  • Queue_time: Time in seconds that the call was in queue before routing to the destination
  • Call_state: State of the call at the time the report was run
  • Dequeue_attempts: Number of times the call attempted to dequeue before succeeding to final destination
  • Call_result: The final result of the call
  • Connected_type: End result where the call was connected
  • Connected_id: ID number of the connected destination
  • Connected_name: Name of the connected destination
  • Connected_username: Username of the connected destination, if an agent
  • Connected_route: Route to the connected destination (phone number or sip address)
  • Connected_duration: Time (in seconds) the call was connected to the destination
  • Recording_URL: Address to access the recording of the call
  • Agent_notes: Any notes entered for the call by the agent

Internal Chat Detail Report

The Internal Chat Detail Report provides data on chats internal to the platform. 
 
These output parameters appear in the Internal Chat Detail Report:
  • Date/Time: Displays the date and time stamp of the message in that row
  • Agent ID: Displays the ID number of the sending agent for this message
  • System User ID: ID number if individual is a system user, rather than an agent or supervisor
  • Alias: The full name of the agent as set up in agent configuration
  • Message: The text of the message sent 

Inbound reports

Let’s review the reports available in the Inbound Reports category.

ACD Track Call Summary Report

The ACD Track Call Summary Report provides a summary of data for each queue in the account. The report will also show the totals for each column across all queues.
 
These output parameters appear in the ACD Track Call Summary Report:
  • Gate: The number and name of the queue displayed in that row
  • Calls: The total number of calls in to this queue for the time period selected
  • Conns: The number of calls that were successfully connected to agents
  • After Hrs: The number of calls sent to the after hours queue event 
  • No Ans: The number of calls sent to this queue which were not answered
  • Abandon: The number of calls that were abandoned by the caller while attempting to route to an agent
  • Minutes: The number of minutes used by calls to this queue
  • % of Total: The percent of calls in the account for each queue

Gate Statistic Report

The Gate Statistic Report report provides a summary of information for all inbound queues you selected to report on. The report also provides details for each specific inbound queue. This report details by date and then summarizes totals for each grouping.
 
These output parameters appear in the Gate Statistics Report:
  • Date: Date reporting
  • Presented: Count of calls sent to an inbound queue
  • Accepted: Count of calls answered 
  • Abandoned: Count of calls where the caller hung up while waiting in queue
  • Short Abandons: Count of calls where the caller hung up while waiting in queue and before the “Short Abandon Time” set on the queue.
  • Deflected: Number of calls disconnected by the system before reaching an agent
  • Avg Queue: Average time callers spend in queue
  • Total Queue: Total time callers spent in queue
  • Avg Abandon: Average time that callers are hanging up while waiting in queue
  • Avg Answer: Average time calls are being answered when the call hits queue
  • Avg Talk: Average time agents are on calls
  • Total Talk: Total time agents are on calls
  • Service Level: The percent of calls that are within the service level agreement (SLA)

Hourly Inbound Statistics

The Hourly Inbound Statistics report provides an overview of all inbound queues included in the report, with each individual inbound queue broken down in subsequent sections.
 
These output parameters appear in the Hourly Inbound Statistics report:
  • Time Block: The time span this row applies to
  • Pres.: The number of presented calls
  • Accept: The number of calls accepted
  • Short Aban.: The number of calls abandoned in less than the short abandon time set in the gate settings
  • Long Aban.: The number of calls abandoned in more than the long abandon time set in the gate settings
  • Avg Aban.: Average time of all abandoned calls
  • Aban. Rate: Percentage of calls which were abandoned before reaching an agent
  • Deflected: Number of calls disconnected by the system before reaching an agent
  • Longest In Q: Duration in seconds of the longest time a call spent in queue
  • Avg Q Time: Average time spent in queue across all calls
  • Avg Talk Time: Average time spent connected to an agent across all calls
  • Avg Call Time: Average time of the total call (queue and talk time) across all calls

Inbound Abandon Report

The Inbound Abandon Report includes data on inbound abandoned calls for all queues selected, as well as a breakdown by individual queues and data for each date included in the report.
 
These output parameters appear in the Inbound Abandon Report:
  • Date: Date for the data in the row
  • Presented: Total calls presented to this gate for the given date
  • Accepted: Number of calls successfully accepted for the given date
  • Abandoned: Number of calls abandoned for the given date
  • <x: Number of calls abandoned in seconds (where x is the number of seconds for the column. Each column is a ten second span, thus calls abandoned in the <40 column will be calls abandoned after more than 30, but less than 40 seconds
  • AVG SOA: Average speed of answer
  • Agent Disconnects: Total number of caller hang ups and system drops 

Inbound Call Detail Download

The Inbound Call Detail Download report provides data for each call taken for the dates and queues specified, as well as more detailed columnar information for each.
 
These output parameters appear in the Inbound Call Detail Download report:
  • Gate_id: The number of the queue where the call was taken
  • Gate_name: The name of the queue where the call was taken
  • UII: The unique identifier for the call
  • ANI: The number of the caller
  • DNIS: The number the caller dialed to reach the queue
  • DNIS Description: Description (if provided) of the DNIS
  • DNIS Media Code: Media code assigned to this DNIS (if provided)
  • Originating DNIS: Original number dialed by the caller if the call has been transferred to another DNIS
  • Enqueue_time: The date/time stamp when the call was presented to the gate
  • Dequeue_time: The date/time stamp when the call left the queue for the gate for final routing to agent/other
  • Queue_time: Time in seconds that the call was in queue before routing to the destination
  • Call_state: State of the call at the time the report was run
  • Dequeue_attempts: Number of times the call attempted to dequeue before succeeding to final destination
  • Call_result: The final result of the call
  • Agent_disposition: Disposition assigned by the agent after the call
  • Inbound_duration: The total length of the call
  • Inbound_term_party: Which side disconnected the caller’s leg of the call
  • Inbound_term_reason: The reason the caller’s leg of the call was disconnected
  • Agent_duration: The duration of the call for the agent
  • Agent_term_party: Which side disconnected the agent’s leg of the call
  • Agent_term_reason: The reason the agent’s leg of the call was disconnected
  • Agent_id: The ID number of the agent who took the call
  • Agent_fname: First name of the agent who took the call
  • Agent_lname: Last name of the agent who took the call
  • Agent_username: Username of the agent who took the call
  • Agent_externid: External ID of the agent who took the call (if assigned)
  • Agent_phone: Phone number, SIP address, or UII (for offhook sessions) of the agent who took the call
  • Recording_URL: Address to access the recording of the call
  • Agent_notes: Any notes entered for the call by the agent
  • Callback_requested: ‘Yes’ or ‘no’ if the original inbound call requested a callback via the ACD Queue Callback feature
  • Is_callback: Indicates whether this call originated as a callback from the ACD Queue Callback feature
  • Callback_UII: The UII of original call, if this is a callback from the ACD Queue Callback feature
  • Callback_result: Result of the outbound call made to return a callback from the ACD Queue Callback feature
  • Sec_on_hold: The amount of time (in seconds) the call was placed on hold by the agent

Inbound Overview Report

The Inbound Overview Report provides an overview of inbound calls for the account, as well as a breakdown for any selected queues. 
 
These output parameters appear in the Inbound Overview Report:
  • Total Presented: Total number of inbound calls
  • Total Accepted: Number of calls accepted
  • Total Abandoned: Number of calls in which the caller hung up before routing to an agent
  • Total Deflected: Number of calls disconnected by the system before reaching an agent
  • Total Short Abandons: Number of calls abandoned before the Short Abandon Time set in the gate settings
  • Total Long Abandons: Number of calls abandoned after the Long Abandon Time set in the gate settings
  • Total Talk Time: Seconds of talk time for all calls 
  • Total Wrap Time: Amount of time spent pending disposition after calls
  • Avg SOA: Average speed of answer for connected calls
  • Avg ABA: Average time abandoned calls spent in queue before abandoning
  • Avg Talk: Average talk time for connected calls
  • Avg Queue Time: Average time calls spent in queue
  • Avg Wrap Time: Average time per call agents spent pending disposition
  • SLA: Percentage of calls answered within the bounds of the SLA set in the gate
  • Breakdown By Agent Disposition: Breaks down the number and percentage of calls for each agent disposition on the inbound queue

Outbound Reports

Let’s review the reports available within the Outbound Reports category.

Global Dials report

The Global Dials report provides dial information across all available accounts, with each account broken down in individual sections. The report presents each of the possible Dial Results, followed by the Dial Count for that result, and the percentage of all calls this represents. The bottom row of each section lists the total for that section. 
 
These output parameters appear in the Global Dials report:
  • No Answer: Number of calls not answered
  • Congestion: Number of calls unable to reach the intended destination
  • Machine: Number of calls detected as voicemail or answering machines by the system
  • Inbound-Callback: Number of calls returned to inbound callers using the ACD Callback option
  • APP-DNC/APP-Queue: The called party on the outbound abandoned call asked the automated app to place them in the DNC or Queue status respectively
  • Answer: Number of calls answered by a live person
  • Inbound-Abandon: Inbound calls that matched a lead on the campaign and that were sent to an abandoned queue
  • Abandon: Number of calls answered but disconnected before reaching an agent
  • Intercept: Number of calls reported to our system as invalid numbers
  • Busy: Number of calls returned as busy
  • Manual-Pass: Number of calls entered as a manual pass by the agent
  • Inbound: Inbound calls that matched a lead on the campaign and that were sent to an agent

Agent Campaign Disposition

The Agent Campaign Disposition report provides agent dispositions for campaigns and may be formatted differently depending on the Group By setting you select. When grouped by Agent Account, the report will also indicate the agent for each section, and when grouped by Agent Login, will display the login time and agent’s phone number or SIP address.
 
These output parameters appear in the Agent Campaign Disposition report:
  • Campaign ID and Name: Identifiers for the campaign in that section
  • Agent Disposition: Name of the disposition for that row
  • Complete: Indicates if this disposition marked the lead as complete
  • Calls: The number of calls set with this disposition
  • %: Percent of total calls in this section set with this disposition

Dialer Result Download

The Dialer Result Download report provides data on all calls matching the selected search criteria.
 
These output parameters appear in the Dialer Result Download report:
  • CallID: The unique identifier for this call
  • ID: External ID field from the lead
  • Campaign _ID: Identification number of the campaign placing the call
  • Campaign_name: Name of the campaign placing the call
  • Country_name: Country of the phone number being called
  • Lead_phone: Phone number of the lead being called
  • Lead_state: Current state of the lead when the report was run
  • Timezone: The timezone for the lead, based on the area code
  • Title: Title for the lead
  • First_name - Zip: Name and address information for the lead (if available)
  • Lead_passes: Total number of passes (calls) to the lead
  • Pass_disposition: System disposition for this call
  • Agent_disposition: Disposition entered by the agent for the call
  • Call_start: Date/time stamp for the beginning of the outbound call
  • Duration: Length (in seconds) of the call
  • Agent_notes: Notes entered by the agent for the call
  • Agent_id: Identification number of the agent who took the call
  • External_agent_id: External ID number for the agent as configured in the agent configuration
  • Username: Username of the agent
  • Agent_first_name: First name of the agent
  • Agent_last_name: Last name of the agent
  • Loaded_caller_id: Caller ID assigned for the outbound call to this lead (if entered)
  • On_hold: Duration (in seconds) the call was placed on hold by the agent
  • Dial_type: Originating dial type of the call 
  • Billing_code: Billing code from the lead
  • Aux_data1 through Aux_data5: Auxiliary data from the lead
  • Upload_date: Upload date for a lead list. Note: If leads are added to an existing list, later on the upload date will still reflect the original upload date for the list, not the date the new leads were added
  • List_state: The state for the lead list
  • List_desc: A description of the lead list
  • Term_session: Attempts to determine which party ended the call
  • Recording_URL: Address to access the recording of the call
  • Email: Email address for the lead 
  • Live_answer_message: Field from the lead, an audio file to be played on live answer of power dial
  • Mach_answer_message: Field from the lead, an audio file to be played if machine answer is detected
  • Int_prefix: The international prefix that was prepended to a lead number for international dialing
  • Int_dest: Country destination for an international call
  • Int_cost: Cost calculated for international call
  • Transfer_phone: The phone number the call was transferred to
  • Transfer_disp: The disposition of the transferred call
  • Transfer_duration: The amount of time (in seconds) the call was connected to the transfer destination
  • Transfer_type: The type of transfer (such as warm or cold) that occurred when the system transferred a connected lead
  • Speed_to_lead_first_pass: The amount of time that passed between a lead first being loaded into the system and when the first attempt was made to dial the lead
  • Speed_to_lead_agent_conn: The amount of time that passed between a lead first being loaded into the system and when the lead was connected to an agent
  • Dial_duration: The amount of time the call spent dialing the destination (in seconds)
  • Agent_wait_time: The amount of time the agent spent waiting to be connected to the call
  • Agent_wrap_time: The amount of time the agent spends pending disposition after a call
  • Transfer_dial_duration: Time (in seconds) the call was dialing to the transfer destination
  • Dial_group_id: The unique identifier for the dial group
  • Dial_group_name: The name of the dial group

Hourly Dialer Disposition

The Hourly Dialer Disposition report summarizes the dialing results for all campaigns included in the report, broken down by hour. Later sections of the report provide the same data for each individual campaign for each hour dials were made. Possible dialer dispositions are broken out in individual columns followed by the percent of the total dials represented by this disposition. 
 
These output parameters appear in the Hourly Dialer Disposition report:
  • Hour: Lists the hour for the information contained in the row
  • Total Passes: Total dial attempts for this row
  • Answer: Number of calls answered by a live person and connected to an agent
  • No Answer: Number of calls not answered by a person or machine
  • Busy: Number of calls reported as busy at the destination
  • Machine: Number of calls answered and determined to be an answering machine or voicemail by the system
  • Intercept: Number of calls reported as intercept by the destination. Generally indicates disconnected or otherwise bad number
  • Abandon: Number of calls answered by a live person and disconnected before reaching an agent
  • Other: Number of calls reporting results not applicable to the other categories

Outbound Overview report

The Outbound Overview report provides data on all campaigns or lists, with each campaign or list broken down into sections below. Each section identifies the Total Dials, Talk Time, and “Connected” Abandon rate for that campaign or list. The calls will then be broken down by Dialer Disposition, Answer/Manual-Pass broken down further by Agent Disposition, with each reporting the total number and percent of calls in that category. 
 
These output parameters appear in the Outbound Overview report:
  • Abandon: Number of calls answered but disconnected before reaching an agent
  • Busy: Number of calls returned as busy
  • Congestion: Number of calls unable to reach the intended destination
  • Inbound-Callback: Number of calls returned to inbound callers using the ACD Callback option
  • Intercept: Number of calls reported to our system as invalid numbers
  • Machine: Number of calls detected as voicemail or answering machines by the system
  • No Answer: Number of calls not answered
  • Answer/Manual-Pass: Number of calls answered by a live person or entered as a manual pass by the agent

Outbound Performance report

The Outbound Performance report provides an overview of outbound performance and contains subsequent sections broken down according to the selections you made for the Group By and Sub Group inputs. 
 
These output parameters appear in the Outbound Performance report:

All campaigns

  • Total Success: Number of calls dispositioned as success
  • Avg Success Per Hour: Average number of success calls per hour of agent login time
  • Total Completes: Number of calls dispositioned as complete via agent disposition
  • Avg Completes per Hour: Average number of complete calls per hour of agent login time
  • Total Contacts: Number of calls successfully connected to the lead
  • Avg Contacts per Hour: Average number of connected calls per hour of agent login time
  • Total Dials: Total number of dials made
  • Avg Dials Per Hour: Average number of dials made per hour of agent login time
  • Total Login Hours: Total number of hours agents were logged in

Individual campaign sections

  • Login Hours: Total number of agent login hours for this section
  • Talk Time: Total time (in minutes) agents were connected to leads
  • Success: Number of leads dispositioned as success
  • Success/hr: Average number of success calls per hour of agent login time
  • Completes: Number of calls dispositioned as complete
  • Completes/hr: Average number of complete calls per hour of agent login time
  • Contacts: Number of calls successfully connected to the lead
  • Contacts/hr: Average number of connected calls per hour of agent login time
  • Dials: Total number of dials made for this row
  • Dials/hr: Average number of dials made per hour of agent login time
  • Dials%: Percent of dials for this campaign compared to the entire dial group

Realtime Reports

Let’s review the reports available within the Realtime Reports category.

Agent Queue Login History Report Raw

The Agent Queue Login History Report Raw provides data on all agent logins to the inbound queues. 
 
These output parameters appear in the Agent Queue Login History Report Raw:
  • Agent Login Id: The unique agent ID in the system for the agent
  • Login DTS: The date/time stamp when the agent logged in to this session
  • Logout DTS: The date/time stamp when the agent logged out of this session
  • Agent ID: The ID of the agent
  • First Name: The first name of the agent
  • Last Name: The last name of the agent
  • Username: The username of the agent
  • External Agent ID: The external ID number for the agent
  • Team: The name of the team that the agent belongs to
  • Queue ID: The ID of the queue the agents logged in to
  • Queue Name: The name of the queue the agent logged in to
  • Billing Code: The billing code associated with the agent

Agent Session Report Raw

The Agent Session Report Raw provides an overview of agent activity for each agent logged in during the date range selected. Each section will report on an individual agent, beginning with the agent’s ID, name, and any team information entered in the agent configuration. Each section will include a total across all login sessions for each column.
 
These output parameters appear in the Agent Session Report Raw:
  • Account ID: ID number for the account the agent is connected to
  • Account Name: Name of the account the agent is connected to
  • Agent ID: ID number of the agent for the row
  • Username: Username of the agent
  • First Name: First Name of the agent
  • Last Name: Last name of the agent
  • Team: Team entered in the agent configuration (if any)
  • Agent Login ID: ID number for the agent login session
  • Phone: Phone number or SIP address where the agent was registered to receive calls
  • Login DTS: Date/time stamp of the agent login
  • Logout DTS: Date/time stamp of the agent logout
  • Presented: Number of calls presented to the agent during the session
  • Accepted: Number of calls connected to the agent during the session
  • RNA: Number of calls which were presented to the agent but not answered
  • Disp Xfers: How many times the agent transferred a call using a disposition for the session
  • % Calls Xfered: A calculation of the percentage of calls accepted that the agent transferred using a disposition for the session (Disp Xfers/Accepted * 100)
  • Talk Time: The total amount of time an agent spent on calls for the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Avg Talk Time: The average time the agent spent on calls. This calculates within the database directly so there is no rounding (talk time/accepted). It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Time: A calculation from the time the agent logged in to when they logged out of the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking then the login utilization would be 42% (25/60 * 100 = 42%)
  • Off Hook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Off Hook Utilization: Calculates the percentage of offhook time the agent spent on active calls (Talk Time/Off Hook Time * 100)
  • Off Hook to Login %: Calculates the percentage of login time the agent spent offhook (Off Hook Time/Login Time * 100)
  • Pending Disp Time: “Pending Disposition Time” — How much time the agent spent after calls without submitting the disposition. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Avg Disp Time: “Average Pending Disposition Time” — The average time the agent spent in pending disposition for all calls accepted (Pending Disp Time/Accepted). It is displayed HH:MI:SS (hours, minutes, seconds)
  • Work Time: Calculated based on the total time the agent was logged into the session, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Break Time: Calculated by summing up the total time the agent spent in the “On-Break” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Engaged Time: How long the agent state is ENGAGED on a call. It is displayed HH:MI:SS (hours, minutes, seconds)
  • RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed HH:MI:SS (hours, minutes, seconds)

Dialer Penetration report

The Dialer Penetration report provides an overview of leads for each campaign in the account. 
 
These output parameters appear in the Dialer Penetration report:
  • Campaign: Lists the ID number and name of the campaign for that row 
  • Ready to Dial: Number of leads in the campaign ready to dial
  • Pass #: The number of passes performed on lead reported in this row
  • Lead Count: Number of leads with this number of passes in this lead state in this campaign
  • Finished Leads: Number of leads in the campaign marked as complete and will not be dialed again
  • Totals: The total number of leads in the campaign

Dialer Result Download

The Dialer Result Download Report includes data on all calls matching the search criteria. 
 
These output parameters appear in the Dialer Result Download report:
  • CallID: The unique identifier for this call
  • Campaign _ID: Identification number of the campaign placing the call
  • Campaign_name: Name of the campaign placing the call
  • Country_name: Country of the phone number being called
  • Lead_phone: Phone number of the lead being called
  • Lead_state: Current state of the lead when the report was run
  • Timezone: The timezone for the lead, based on the area code
  • Title: Title for the lead
  • First_name – Zip: Name and address information for the lead (if available)
  • Lead_passes: Total number of passes (calls) to the lead
  • Pass_disposition: System disposition for this call
  • Agent_disposition: Disposition entered by the agent for the call
  • Call_start: Date/time stamp for the beginning of the outbound call
  • Duration: Length (in seconds) of the call
  • Agent_notes: Notes entered by the agent for the call
  • Agent_id: Identification number of the agent who took the call
  • External_agent_id: External ID number for the agent (if entered in agent configuration)
  • Username: Username of the agent
  • Agent_first_name: First name of the agent
  • Agent_last_name: Last name of the agent
  • Loaded_caller_id: Caller ID assigned for the outbound call to this lead (if entered)
  • On_hold: Duration (in seconds) the call was placed on hold by the agent
  • Dial_type: Originating dial type of the call 

Global Call Type Detail report

The Global Call Type Detail report provides complete real-time data for all calls in the platform. 
 
These output parameters appear in the Global Call Type Detail report:
  • UII: The unique identifier for the call
  • Source_type: Displays the specific type of call: ACD inbound, IVR Studio inbound, manual outbound, or outbound
  • Source_group_id: Displays the ID number of the inbound queue group or campaign
  • Source_group_name: Displays the name of the inbound queue group or campaign
  • Source_id: Displays the ID number of the queue or campaign
  • Source_name: Displays the name of the queue or campaign
  • Source_description: Displays the description of the queue or campaign
  • ANI: The number of the caller
  • DNIS: The number of the caller if an outbound call, callee if an inbound call
  • Call_status: Status of the call at the time the report was run
  • Call_result: The final result of the call
  • Call_start_dts: The date/time stamp when the call started
  • Call_end_dts: The date/time stamp when the call ended
  • Queue_time: Time in seconds that the call was in queue before routing to the destination
  • Call_duration: The total length of the call in seconds
  • Call_term_party: Which side disconnected the caller’s leg of the call
  • Call_term_reason: The reason the caller’s leg of the call was disconnected
  • Billing_code: Billing code from the lead
  • Call_notes: Any notes entered for the call
  • Connect_id: ID number of the connected destination
  • Connected_name: Name of the connected destination
  • Connected_route: Route to the connected destination (phone number or SIP address)
  • Connected_dts: The date/time stamp when the call was connected to the destination
  • Connected_duration: Time (in seconds) the call was connected to the destination
  • Connected_disposition: The call disposition
  • Connected_term_party: Which side disconnected the caller’s leg of the call
  • Connected_term_reason: The reason the caller’s leg of the call was disconnected
  • Connected_extern_id: The external ID number for the connected agent
  • Recording_url: Address to access the recording of the call
  • Dial_type: Originating dial type of the call 

Inbound Call Breakdown by Agent report

The Inbound Call Breakdown by Agent report provides a breakdown of inbound calls by agent. 
 
These output parameters appear in the Inbound Call Breakdown by Agent report:
  • Queue: The inbound call being reported
  • Agent Name: The name of the agent 
  • Calls: The number of inbound calls for that agent

IVR Detail report

The IVR Detail report provides detailed data on IVR activity. 
 
These output parameters appear in the IVR Detail report:
  • UII: The unique identifier for the call
  • Start_time: Date/time stamp the IVR session began
  • End_time: Date/time stamp the IVR session ended
  • DNIS: The number of the caller to the IVR
  • Visual_ivr_id: The unique identifier for the IVR session
  • Visual_ivr_name: The name for the IVR session
  • ANI: The number of the caller
  • Recording_url: Address to access the recording of the call

List Overview report

The List Overview report provides details on lead lists and lead list penetration and success. 
 
These output parameters appear in the List Overview report:
  • ID: The identification number for the lead list
  • List Description: The description (if any) for the lead list 
  • Upload Date: The date the lead list was uploaded
  • Supplied: The total numbers of supplied leads
  • Loaded: The number of leads loaded
  • 0%-Greater than 10%: Each column will display the number of leads with this number of passes, and the percent of loaded leads this represents
  • Leads (Max Passes): The number and percent of leads that have reached the number of max passes set on the campaign
  • Leads (DNC Dispo): The number and percent of leads marked as DNC by agent disposition
  • Leads (Callback): The number and percent of leads marked for callback by agent disposition
  • Leads (Other): The number and percent of leads in a state other other than Complete, Max Passes, Callback, DNC, or Available
  • Leads Available: The number and percent of leads ready to dial
  • Penetration: The percent of total leads marked as success by agent disposition
  • Success: The number of leads marked as success by agent disposition
  • Conversion: The percent of leads marked as complete that were also marked as success by agent disposition
  • Leads Used Conversion: The percent of leads no longer eligible to be dialed that were marked as success by agent disposition

Realtime Agent Session Report

The Realtime Agent Session Report provides real-time data on agent sessions including time and utilization.
 
These output parameters appear in the Realtime Agent Session Report:
  • Agent Login ID: The unique ID in the system for the agent
  • Phone: The phone number that the agent used for the particular session they were logged in to
  • Login DTS: Date/time stamp when the agent logged in to this particular session
  • Logout DTS: Date/time stamp when the agent logged out of this particular session
  • Dial Group: The dial group that the agent first logged in to for the session. If the agent updates the dial group within a session or if they are moved during a login session, this will only reflect the first dial group they logged into
  • Presented: The number of calls equal to the sum of the inbound calls sent to the agent, answered preview-dial calls, and manual outbound calls
  • Accepted: The number of presented calls that were answered by the agent
  • RNA: The number of calls that were ring no-answer calls 
  • Manual Outbound: The number of manual outbound dialed calls
  • Manual No Connect: The number of manual outbound dialed calls that did not connect
  • Preview Dial: The number of calls made using the preview dial window
  • Disp Xfer: “Disposition Transfers” — How many times the agent transferred a call using a disposition for the session
  • %Calls Xfered: “Percentage Calls Transferred” — A calculation of the percentage of calls accepted that the agent transferred using a disposition for the session (Disp Xfers/Accepted * 100)
  • Talk Time: The total time spent engaged on active calls
  • Avg Talk Time: The average time spent engaged on a call
  • Login Time: This is a calculation from the time the agent logged in to when they logged out of the session. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Login Utilization: The percentage of time during the agent’s login spent on the phone talking. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking, then the login utilization would be 42% (25/60 * 100 = 42%)
  • Off Hook Time: The total time the agent spent on an offhook session ready to receive calls. Offhook time doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. This is calculated to the second. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Rounded OH Time: “Rounded Off Hook Time” — The total time the agent spent on an offhook session ready to receive calls. It is rounded to match billing. It doesn’t calculate until the active session is logged out. If you run this report while an agent is still logged in, the offhook time will be zero (0) until the agent logs out. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Off Hook Utilization: Calculates the percentage of offhook time the agent spent on active calls (Talk Time/Off Hook Time * 100)
  • Off Hook to Login %: Calculates the percentage of login time the agent spent offhook (Off Hook Time/Login Time * 100)
  • Work Time: Calculated based on the total time the agent was logged in to the session, minus any break time, away time, lunch time, and training. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Break Time: Calculated by summing up the total time the agent spent in the “On-Break” User State during the session. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Away Time: Calculated by summing up the total time the agent spent in the “Away” User State during the session. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Lunch Time: Calculated by summing up the total time the agent spent in the “Lunch” User State during the session. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Training Time: Calculated by summing up the total time the agent spent in the “Training” User State during the session. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Ring Time: How long the call rings before being connected. It is displayed HH:MI:SS (hours, minutes, seconds)
  • Engaged Time: How long the agent state is ENGAGED on a call and does not include ring time if the agent is working in Preview mode. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • RNA Time: "Ring No Answer Time" — How long the call(s) rang the agent but the agent did not pick up the call. The agent state would have been AVAILABLE to take call. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Pending Disp Time: “Pending Disposition Time” — How long the agent spent after calls without submitting the disposition. It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Avg Pending Time: “Average Pending Disposition Time” — The average time the agent spent in pending disposition for all calls accepted (Pending Disp Time/Accepted). It is displayed as HH:MI:SS (hours, minutes, seconds)
  • Calls Placed on Hold: The number of calls placed on hold
  • Available Time: The total time the agent was in the AVAILABLE state within the login session, including time spent in Pending Disposition

Track Reports

Let’s review the reports available within the Track Reports category.

Call Summary Report

The Call Summary Report provides data for each track number that received calls for the time period specified. 
 
These output parameters appear in the Call Summary Report:
  • Phone Number: Provides the phone number and associated name of the track for the row
  • Calls: Total calls to this number
  • Conns: Number of calls to this number resulting in a successful connection
  • After Hrs: Number of calls to this number outside of the schedule specified in the configuration
  • No Ans: Number of calls to this number that reached the destination but were not answered
  • Abandon: Number of calls to this number disconnected by the caller before reaching the destination
  • Minutes: Total number of minutes used for all calls to this number
  • % of Total: Percent of all calls to track numbers on the account represented by this track

Deprecated Reports

Let’s review the report available within the Deprecated Reports category.

CCI Survey Result Download

The CCI Survey Result Download report provides legacy data for surveys in the platform’s old agent interface. The report displays the call details and survey responses for every instance this survey was completed within the date range selected.
 
These output parameters appear in the CCI Survey Result Download report:
  • UII: The unique identification number for the call
  • Call Type: Inbound or outbound, depending on the source of the call
  • Source Type: Source of the call that triggered the survey, either a queue or outbound campaign
  • Source ID: The unique number of the gate or campaign that triggered the survey
  • Source Name: The name of the gate or campaign that triggered the survey
  • ANI: Phone number of the survey respondent (caller for inbound, callee for outbound)
  • DNIS: Phone number related to the campaign or inbound queue (the number called for inbound calls, or the caller ID reported for outbound calls)
  • Call DTS: Date/time stamp for the call
  • Duration: Total length of the call
  • Survey Start Time: Date/time stamp the survey was started
  • Recording: Link to the recording of the call
  • Agent ID: Unique number of the agent on the call
  • Agent First Name: First name of the agent on the call
  • Agent Last Name: Last name of the agent on the call
  • Agent Username: Username of the agent on the call
The rest of the columns relate to specific fields on the survey, including the name of the survey element and the response for each survey completed.
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