Engage Voice | Scheduled Reports: General reports

Table of contents

Notice

Scheduled Reports is discontinued for customers onboarded after October 18, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.

Global Call Recording Report

The Global Call Recording Report lists all calls with recordings for the search criteria specified. This report allows you to specify filtering by Queue Groups (and Queues) to see inbound call activity, or Dial Groups (and Campaigns) to see outbound call activity. A single report cannot provide both the inbound and outbound call activity. To produce reports that contain both the inbound and outbound call activity, run the report twice, once with inbound filtering options and once with outbound filtering options.
  • 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 External Call Transfer Detail

The Global Call Transfer Detail report displays all transferred calls that meet the search criteria.
  • ID: The number of the queue, track, or cloud profile where the call was taken.
  • Name: The name of the queue, track, or cloud profile 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.
  • Inbound Type: The type of inbound call (Track, Gate, or Cloud).
  • ID: The number of the queue, track, or cloud where the call was taken.
  • NameThe name of the queue, 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 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: 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: 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.
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