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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 the queues assigned to each agent. If you want to group by Gate, the report will show the agents 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 system’s unique agent ID for each agent.
Login DTS: The date and time when the agent logged in to this session.
Logout DTS: The date and time 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 that the agent logged in to.
Queue Name: The name of the queue that 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 reports on an individual agent, beginning with the agent’s ID, name, and any team information entered in the agent configuration.

Account ID: ID number for the agent’s account.
Account Name: Name of the agent’s account.
Agent ID: ID number of the agent.
Username: Username of the agent.
First Name: First name of the agent.
Last Name: Last name of the agent.
Team: Team that the agent belongs to (if any).
Agent Login ID: ID number for the agent’s login session.
Phone: Phone number or SIP address at which the agent was registered to receive calls.
Login DTS: Date and time of the agent’s login.
Logout DTS: Date and time of the agent’s 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 presented to the agent but not answered.
Disp Xfers: Number of times the agent transferred a call during the session using a disposition.
% Calls Xfered: The percentage of accepted calls that the agent transferred during the session using a disposition.
Talk Time: The total amount of time an agent spent on calls during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Avg Talk Time: The average time the agent spent on calls. Displayed as HH:MM:SS (hours, minutes, seconds).

Note: This metric is calculated within the database directly, so the figures (e.g., for talk time or accepted) are not rounded.
Login Time: A calculation of when the agent logged in to when they logged out. Displayed as HH:MM:SS (hours, minutes, seconds).
Login Utilization: The percentage of time during the agent’s login spent talking on the phone. For example, if an agent has been logged in for one hour (60 minutes) and spends 25 minutes talking, their 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 isn’t calculated 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. Displayed as HH:MM:SS (hours, minutes, seconds).
Off Hook Utilization: The percentage of offhook time the agent spent on active calls.
Off Hook to Login %: The percentage of login time the agent spent offhook.
Pending Disp Time: The amount of time the agent spent after calls without submitting a disposition. Displayed as HH:MM:SS (hours, minutes, seconds).
Avg Disp Time: The average time the agent spent in pending disposition for all calls accepted. Displayed as HH:MM:SS (hours, minutes, seconds).
Work Time: The total time the agent was logged into the session, minus any break time, away time, lunchtime, and training. Displayed as HH:MM:SS (hours, minutes, seconds).
Break Time: The total time the agent spent in the “On-Break” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Away Time: The total time the agent spent in the “Away” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Lunch Time: The total time the agent spent in the “Lunch” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Training Time: The total time the agent spent in the “Training” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Ring Time: Duration that a call rings before being connected. Displayed as HH:MM:SS (hours, minutes, seconds).
Engaged Time: The total time that the agent is in the ENGAGED state on a call. Displayed as HH:MM:SS (hours, minutes, seconds).
RNA Time: (“Ring No Answer”) The amount of time between the call’s arrival and the agent picking it up. This is known as the AVAILABLE state. Displayed as HH:MM: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.
Ready to Dial: The number of leads in the campaign that are ready to dial.
Pass #: The number of passes performed on a lead.
Lead Count: Number of leads that has the same Pass # and lead state in a given campaign.
Finished Leads: Number of completed leads that 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 time zone for the lead, determined by area code.
Title: Title of the lead.
First_name – Zip: Name and address information for the lead (if available).
Lead_passes: Total number of calls made to the lead.
Pass_disposition: System disposition for this call.
Agent_disposition: Disposition entered by the agent for the call.
Call_start: Date and time of the beginning of the outbound call.
Duration: Length in time (in seconds) of the call.
Agent_notes: Notes entered by the agent for the call.
Agent_id: ID number of the agent who took the call.
External_agent_id: External ID number for the agent (if entered in agent configuration).
Username: User name 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: Length of time (in seconds) that 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: The specific type of call: ACD inbound, IVR Studio inbound, manual outbound, or outbound.
Source_group_id: The ID number of the inbound queue group or campaign.
Source_group_name: The name of the inbound queue group or campaign.
Source_id: The ID number of the queue or campaign.
Source_name: The name of the queue or campaign.
Source_description: The description of the queue or campaign.
ANI: The number of the caller.
DNIS: The number of the caller if the listing is an outbound call, or the number of the call recipient if the listing is 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 and time when the call started.
Call_end_dts: The date and time when the call ended.
Queue_time: Time in seconds that the call was in the queue before it was routed to its destination. Note: Inbound callbacks may have long queue times, since this metric measures the entire duration between the initial request and returned call.
Call_duration: The total length of time of the call in seconds.
Call_term_party: The party that disconnected the caller’s leg of the call (“SYSTEM” or “CALLER”).
Call_term_reason: The reason that the caller’s leg of the call was disconnected.
Billing_code: Billing code from the lead.
Call_notes: Any notes about 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 and time that the call was connected to the destination.
Connected_duration: Time (in seconds) that the call remained connected to the destination.
Connected_disposition: The call disposition.
Connected_term_party: Specific name of the party that disconnected the caller’s leg of the call.
Connected_term_reason: The reason that the caller’s leg of the call was disconnected.
Connected_extern_id: The external ID number of the connected agent.
Recording_url: Online address for accessing 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 detailed information for each inbound phone number currently available to the account, including Pseudo DNIS numbers.

Note: Date range will have no effect on the output.

This report will be downloaded in CSV format, and grouped by the DNIS category set in the TFN/DID manager (if any).

TFN/DID: The assigned number.
End-Point Type: The assigned end-point type for the number (ACD for queue, Track, Cloud, or Unassigned).
End-Point ID: The ID number of the assigned end-point.
End Point Name: The name of the assigned end-point.
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.

Note: Fields marked with an asterisk (*) are optional and are 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 triggers are assigned to queues — including links for accessing audio recordings.

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 agent’s unique ID.
Agent First Name: First name of the agent on the call.
Agent Last Name: Last name of the agent on the call.
Agent Username: User name of the agent on the call.
Product Type: Inbound calls are marked QUEUE; outbound calls are marked CAMPAIGN.
Product ID: The unique identifier of the product queue or campaign.
Product Name: The name of the queue or campaign.
Enqueue Dts: The date and time when the call entered the queue.
Dequeue Dts: The date and time when the call was removed from the queue.
Queue Duration: Length of time that the call was in the queue.
Start Dts: The date and time stamp that the call was answered.
End Dts: The date and time that the call ended.
Duration: Length of the call in seconds.
Wrap Time: Amount of time between the end of a call and when an agent submits a disposition.
Dial Dts: The date and time that the call was dialed.
Dial Duration: The amount of time the call rang before the agent answered.
Hold Duration: Duration that the call was on hold.
Agent Wait Duration: The time in seconds that the agent waited for a call to be picked up. Also called “ring time.”
Term Party: The party that disconnected the leg of the call.
Term Reason: The reason that the leg of the call was disconnected. Options are 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: Online link for the agent recording.

Inbound Call Breakdown by Agent report

The report provides a breakdown of inbound calls by agent, using the metrics below.

Queue: The inbound queue of the 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: The date and time that the IVR session began.
End_time: The date and time that the IVR session ended.
DNIS: The number of the caller that connected to the IVR.
Visual_ivr_id: The unique identifier of the IVR session.
Visual_ivr_name: The name of the IVR session.
ANI: The phone number of the caller.
Recording_url: Online link for accessing the call recording.

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 number 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 percentage of leads that have reached the maximum number of passes set on the campaign.
Leads (DNC Dispo): The number and percentage of leads that agents have marked as DNC.
Leads (Callback): The number and percentage of leads that agents have marked for callback.
Leads (Other): The number and percentage of leads in states other than Complete, Max Passes, Callback, DNC, or Available.
Leads Available: The number and percentage of leads that are ready to dial.
Penetration: The percentage of total leads that agents have marked as successful.
Success: The number of leads that agents have marked as successful.
Conversion: The percentage of leads that agents have marked as complete and successful.
Leads Used Conversion: The percentage of leads that agents have marked as successful that are no longer eligible for dialing.

Outbound Agent Segment Metadata Report

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

Account ID: ID number for the agent’s sub-account.
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 phone 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 agent’s unique ID.
Agent First Name: First name of the agent on the call.
Agent Last Name: Last name of the agent on the call.
Agent Username: User name of the agent on the call.
Product Type: Inbound calls are marked QUEUE; outbound calls are marked CAMPAIGN.
Product ID: The unique identifier of the product queue or campaign.
Product Name: The name of the queue or campaign.
Enqueue Dts: The date and time when the call entered the queue.
Dequeue Dts: The date and time when the call was removed from the queue.
Queue Duration: Length of time that the call was in the queue.
Start Dts: The date and time of the call after it is answered by an agent.
End Dts: The date and time of the end of the call.
Duration: Length of the call in seconds.
Wrap Time: Amount of time after a call that’s spent pending disposition.
Dial Dts: The date and time when the call was dialed.
Dial Duration: The amount of time the call rang before the agent answered it.
Hold Duration: Length of time that the call was on hold.
Agent Wait Duration: The time, in seconds, that the agent waited for a call to be picked up. Also called “ring time.”
Term Party: The party that disconnected the leg of the call.
Term Reason: The reason that the leg of the call was disconnected. Options are 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: Online link 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 agent’s unique ID.
Phone: The phone number that the agent used for the session.
Login DTS: Date and time when the agent logged in to the session.
Logout DTS: Date and time when the agent logged out of the session.
Dial Group: The dial group that the agent first logged in to for the session. If the agent changes dial groups, this entry will only indicate the first group they logged into.
Presented: The total number of 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 ring no-answer calls.
Manual Outbound: The number of manual outbound dialed calls.
Manual No Connect: The number of manual outbound dialed calls that didn’t connect.
Preview Dial: The number of calls made using the preview dial window.
Disp Xfer: The number of times an agent transferred a call using a disposition.
%Calls Xfered: The percentage of accepted calls that the agent transferred using a disposition.
Talk Time: The total time spent engaged on active calls.
Avg Talk Time: The average time spent engaged on a call.
Login Time: The length of time between agent login and logout. Displayed as HH:MM:SS (hours, minutes, seconds).
Login Utilization: The percentage of time that the agent spent 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 isn’t calculated until the agent logs out of an active session. If you run this report while an agent is logged in, the offhook time will be zero until the agent logs out. Displayed as HH:MM: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. Rounded to match billing. Not calculated 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 until the agent logs out. Displayed as HH:MM:SS (hours, minutes, seconds).

Three conditions factor into Rounded OH Time, all of which ensure that the rounded value is divisible by 60 (seconds) to easily convert them to minutes.
- If the difference between the end_dts (end date/time stamp) and start_dts (start date/time stamp) is less than 60 seconds, Rounded OH is considered to be 60 seconds.
- If the difference between start_dts and end_dts is divisible by 60 seconds, then that number is considered the Rounded OH.
- If neither of these conditions is met, the following formula is used:
  ((difference between end_dts and start_dts) - (remainder value)) + 60 seconds
Off Hook Utilization: The percentage of offhook time the agent spent on active calls.
Off Hook to Login %: The percentage of login time the agent spent offhook.
Work Time: The total time the agent was logged in to the session, minus any break time, away time, lunch time, and training. Displayed as HH:MM:SS (hours, minutes, seconds).
Break Time: The total time the agent spent in the “On-Break” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Away Time: The total time the agent spent in the “Away” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Lunch Time: The total time the agent spent in the “Lunch” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Training Time: The total time the agent spent in the “Training” User State during the session. Displayed as HH:MM:SS (hours, minutes, seconds).
Ring Time: The amount of time the call rang before being connected. Displayed HH:MM:SS (hours, minutes, seconds).
Engaged Time: The amount of time the agent is ENGAGED on a call. Doesn’t include ring time if the agent is working in Preview mode. Displayed as HH:MM:SS (hours, minutes, seconds).
RNA Time: (Ring No Answer Time) The amount of time between the call(s) ringing an agent in the AVAILABLE state and the agent picking it up. Displayed as HH:MM:SS (hours, minutes, seconds).
Pending Disp Time: (Pending Disposition Time) The amount of time the agent spent after calls before submitting a disposition. Displayed as HH:MM:SS (hours, minutes, seconds).
Avg Pending Time: (Average Pending Disposition Time) The average time the agent spent in pending disposition for all accepted calls. Displayed as HH:MM: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 in the 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 scheduled Outbound Overview report, and data is updated every five minutes.

Realtime Outbound Performance Report

The Realtime Outbound Performance Report provides real-time overview of outbound performance. Its sections are broken down according to the grouping selections you make. This report has the same parameters as the Outbound Performance report, and the data is updated every five minutes.

Track Configuration Download Report

In Track Configuration Download Reports, no options are selectable. The following 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) of the track.
Start Date: Assigned start date for the track.
End Date: Date when the track is scheduled to end. If no date is selected, the track will be active indefinitely.
Front-End: Any front-end IVR configured on the track.
Recording: Indicates whether the track is configured to record received calls.
Reverse Match: Indicates whether the track is configured to retrieve reverse match information to provide additional data about the caller. Note: Additional charges apply for using reverse match.
Voice Mail: If voicemail is enabled on the track, the system will prompt the caller to leave a message if no agent answers the call. This field collects voicemail data.
Outbound Caller-ID: The phone number 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) played to the caller when they reach the track before the call is routed to the destination.
Whisper: The audio file(s) played to the destination when the call is answered before the parties are connected.
End Call: The audio file(s) played to the caller if the call is terminated without reaching a destination. This message will play either before recording a voicemail (if voicemail is enabled) or before terminating the call.
Sun Sched-Sat Sched: Each field displays the schedule for the track on the given day as a string of numbers. Each hour is indicated by four digits. For example, 00002359 would be a 24-hour day schedule, with the track opening at 0000 (midnight) and closing at 2359 (11:59PM). If the track has multiple blocks of open time, they will each be displayed as an additional eight digits. 0000130016002000 would indicate a track that was open from at 0000 (midnight) until 1300 (1PM), then closed until 1600 (4PM) and open from then until 2000 (8PM).
Open/Closed: Open is displayed if the destination is configured as a During Hours Routing Rule. Closed will display if the destination is an After Hours Routing Rule. The same destination can 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 destination calls to which calls will be delivered.
Ring Duration: Length of time (in seconds) that the track will attempt to ring this destination.
TT Accept: Indicates whether the destination requires the press of a dialpad button to accept the call.