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Agent Queue Assignment Report

The Agent Queue Assignment Report provides data on agents and their corresponding queue assignments. Reports may be formatted differently depending on the Group By setting you select. If you want to group by Agent, the report will show which queues are assigned to each agent. If you want to group by Gate, the report will show which agents are assigned to each queue.

Agent Queue Login History Report Raw

The Agent Queue Login History Report Raw provides data on all agent logins to the inbound queues.

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.

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 that 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, lunchtime, 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.

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.

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 on the platform.

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. Please note Inbound callbacks may have a long queue time since it measures the whole time duration between initial request and returned call.
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.

Global Inbound TFN/DID List Report

The Global Inbound TFN/DID List Report displays the detailed information for each inbound phone number currently available to the account, including Pseudo DNIS numbers. Date range will have no effect on the output.

The report will be downloaded in Excel format, grouped by Dnis Category set in the TFN/DID manager (if any).

TFN/DID: The assigned number.
End-Point Type: The currently assigned end-point type for the number (ACD for queue, Track, Cloud, or Unassigned).
End-Point ID: The ID number of the currently assigned end-point, or N/A if unassigned.
End Point Name: The name of the currently assigned end-point, or N/A if unassigned.
Notes: Any notes associated with the number.
ISCI: *
Network:*
Market:*
Media Code:*
Spot Format:*
Version: *
Length: *
Web URL:*
Last Modified: Date/time stamp of the last time this number was modified.
Last Modified By: Name of the user who last modified the number.

Please take note that fields marked with an asterisk (*) are optional and only used if the number is associated with specific media in the TFN/DID manager.

Inbound Agent Segment Metadata Report

The Inbound Agent Segment Metadata Report provides data on your inbound agent recordings — specifically those whose trigger is assigned to queues — including links to access your audio recording.

Account ID: ID number for the sub-account the agent is connected to.
UII: The unique identifier for the call.
Session ID: ID number for the session. Every leg of the call has a session ID.
ANI: The number of the caller.
DNIS: The number the caller dialed to reach the queue.
Call Type: Inbound or outbound, depending on the source of the call.
Agent ID: Unique number of the agent on the call.
Agent Login ID: The unique agent ID in the system for the agent.
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.
Product Type: Displays products by type. Inbound calls are QUEUE while outbound calls are CAMPAIGN.
Product ID: The unique identifier of the product queue or campaign.
Product Name: Displays the name of the queue or campaign.
Enqueue Dts: The date/time stamp when the call was presented to the queue.
Dequeue Dts: The date/time stamp when the call was removed from the queue.
Queue Duration: Time that the call was in the queue.
Start Dts: The date/time stamp of the call after it is answered.
End Dts: The date/time stamp for the end of the call.
Duration: Length of the call in seconds.
Wrap Time: Amount of time spent pending disposition after calls.
Dial Dts: The date/time stamp when the call was dialed.
Dial Duration: The amount of time the call spent ringing before the agent answered.
Hold Duration: Duration the call was on hold.
Agent Wait Duration: Also known as ring time, this is the time in seconds the agent waits for a call to be picked up.
Term Party: Which side disconnected the leg of the call.
Term Reason: The reason the leg of the call was disconnected: End of the call (EOC), call dropped (DROP), or the caller hung up (HANGUP).
Agent Disposition: Disposition selected or made by the agent.
Segment Recording File Name: Filename of the agent recording.
Segment Recording URL: Link URL for the agent recording.

Inbound Call Breakdown by Agent report

The Inbound Call Breakdown by Agent report provides a breakdown of inbound calls by agent.

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.

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.

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 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.

Outbound Agent Segment Metadata Report

The Outbound Agent Segment Metadata Report provides data on your outbound agent recordings — specifically those whose trigger is assigned to campaigns — including links to access your audio recording.

Account ID: ID number for the sub-account the agent is connected to.
UII: The unique identifier for the call.
Session ID: ID number for the session. Every leg of the call has a session ID.
ANI: The number of the caller.
DNIS: The number the caller dialed to reach the queue. This field is empty for outbound calls.
Call Type: Inbound or outbound, depending on the source of the call.
Agent ID: Unique number of the agent on the call.
Agent Login ID: The unique agent ID in the system for the agent.
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.
Product Type: Displays products by type. Inbound calls are QUEUE while outbound calls are CAMPAIGN.
Product ID: The unique identifier of the product queue or campaign.
Product Name: Displays the name of the queue or campaign.
Enqueue Dts: The date/time stamp when the call was presented to the queue.
Dequeue Dts: The date/time stamp when the call was removed from the queue.
Queue Duration: Time that the call was in the queue.
Start Dts: The date/time stamp of the call after it is answered.
End Dts: The date/time stamp for the end of the call.
Duration: Length of the call in seconds.
Wrap Time: Amount of time spent pending disposition after calls.
Dial Dts: The date/time stamp when the call was dialed.
Dial Duration: The amount of time the call spent ringing before the agent answered.
Hold Duration: Duration the call was on hold.
Agent Wait Duration: Also known as ring time, this is the time in seconds the agent waits for a call to be picked up.
Term Party: Which side disconnected the leg of the call.
Term Reason: The reason the leg of the call was disconnected: End of the call (EOC), call dropped (DROP), or the caller hung up (HANGUP).
Agent Disposition: Disposition selected or made by the agent.
Segment Recording File Name: Filename of the agent recording.
Segment Recording URL: Link URL for the agent recording.

Realtime Agent Session Report

The Realtime Agent Session Report provides real-time data on agent sessions including time and utilization.

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.

Real Time Outbound Overview

The Real Time Outbound Overview provides real-time data on all outbound campaigns or lists, with each campaign or list broken down into sections. This report has the same parameters as the prebuilt Outbound Overview and data is updated every five minutes. You can refer to the Outbound Overview report for the parameters.

Realtime Outbound Performance Report

The Realtime Outbound Performance Report provides real-time overview of outbound performance and contains subsequent sections broken down according to the grouping selections you make. This report has the same parameters as the prebuilt Outbound Performance report and the data is updated every five minutes. You can refer to the Outbound Performance report for the parameters.

Track Configuration Download Report

In Track Configuration Download Report, no options will be selectable. The report will be downloaded in Excel format and display the configuration for each track in the account. These settings can also be viewed in the Track Number Config window of the Admin UI.

DNIS: The phone number assigned to the track.
Description: Description (if any) entered for the track.
Start Date: Assigned start date for the track to take effect.
End Date: Date the track is scheduled to end. If no date is selected, the track will be active indefinitely.
Front-End: Any front end IVR that is configured on the track.
Recording: Is the track configured to record received calls?
Reverse Match: Is the track configured to retrieve reverse match information to provide additional data about the caller? Note: additional charges apply for using reverse match.
Voice Mail: Data shown when the voicemail is enabled on the track. If the voicemail is enabled on the track, the system will prompt the caller to leave a message if there is no answer at any of the configured destinations after the predetermined ring time.
Outbound Caller-ID: The phone number that will be displayed to the destination as the call is ringing through. This can be the inbound caller ID, the DNIS (track number the caller dialed), Originating DNIS (the original number the caller dialed before being sent to the track), or a Dynamic Unique ID (a unique number that will be assigned by the system for the call.
Caller Intro: The audio file(s) configured to play to the caller when reaching the track before the call is routed to the destination.
Whisper: The audio file(s) configured to play to the destination when the call is answered before the parties are connected.
End Call: The audio file(s) configured to play to the caller if the call is terminated without reaching a destination. This message will play either before recording a voicemail (if enabled) or prior to terminating the call.
Sun Sched-Sat Sched: Each field will display the schedule for the track on the given day as a string of numbers. Each hour will contain four digits. For example, 00002359 would be a 24-hour day schedule, with the track opening at 0000 (midnight) and closing at 2359 (11:59 pm). If the track has multiple blocks of open time, these will each be displayed as an additional 8 digits. Thus 0000130016002000 would be open at 0000 (midnight) until 1300 (1 pm) then closed until 1600 (4 pm) and open from then until 2000 (8 pm).

The fields highlighted in orange will display the settings for each destination configured on this track:

Open/Closed: Will display open if the destination is configured as a During Hours Routing Rule, closed if it is an After Hours Routing Rule. The same destination could show as both Open and Closed if it is configured for both.
Rule Type: The type of destination, can be Standard DID (normal telephone number), SIP or Encrypted SIP, Gate Transfer, Trac Transfer, or In Network Transfer.
Description: Description of the destination (if any).
Destination: The actual destination calls will be delivered to.
Ring Duration: Length of time (in seconds) the track will attempt to ring this destination.
TT Accept: Does the destination require a button to be pressed on the dialpad to accept the call?