This report gives detailed analyses of each call of dialer flow type. The report includes following details -
Sr. No. | Column Name | Description |
|---|---|---|
1 | Date Date | The date at which the call was made in case of outbound flow and answered in case of inboundinitialed |
2 | TimeTime | The time at which the call was made in case of outbound flow and answered in case of inboundinitiated |
3 | Phonon UUIDPhonon UUID [Customer's unique id] | Unique ID generated for each lead |
4 | Request Flow ID | Unique ID generated for each request to initiated an Outbound campaign on a list of numbersat the time of flow creation. |
5 | Attempt IDAttempt ID. [For Outbound: everytime system connects with a call, it is considered as an attempt] | Unique ID generated for each Attempt initiated for a lead |
6 | Campaign TypeType of product - inbound or outbound | It is the type of flow. By default it will be 'Dialer' |
7 | DID Attempt NumberDID | |
8 | Agent attempt number | It is the number of the call, DNIS Number |
8 | Customer Number | CLI Number |
9 | Call Status | The status of the call. The status can be Connected, Hung up,Busy, Congestion etc |
10 | Hangup BY |
|
11 | Attempt number | Ordinal number of the attempt. Last attempt to be shown as FINAL to indicate there are no more attempts to be made on the customer. |
12 | Call Start Time | Time when the call started ringing. |
13 | Call Connect Time | Time when customer picked up the call. |
14 | Call End Time | Time when call was ended. |
15 | Call Connected Duration | Total duration for which the call was connected |
16 | Visitor Pulse | According to the rate plan attached |
17 | DTMF Pressed | Comma separated DTMF Sequence. Each number represents the valid input. If there was no valid input, a exclamation (!) is shown instead. |
18 | Queue Name | Name of queue to which the customer got allocated to |
19 | Status | Final Status of customer in queue. The status can be ‘agent_allocated’ , ‘max_wait_time_reached’ etc |
20 | Agent Connected | ‘yes’ if agent got connected and ‘no’ if not connected |
21 | Agent Name | If agent got connected, then the name of agent who got connected |
22 | Agent Number | If agent got connected, then the number/IP of agent through which she/he is logged in |
23 | Type | Type of call in queue. It can be agent, transfer call, consultation call, conference call , monitor call, whisper, direct dial etc. |
24 | Agent Start Time | Time at which the agent was approached |
25 | Agent Connected Time | Time at which the agent got connected |
26 | Agent End Time | Time upto which agent was connected |
27 | Agent Call Duration | Total duration for which agent was connected on call |
28 | Agent Pulses | According to the rate plan attached. |
29 | Disposition | The disposition filled by agent for that call |
30 | Sub Disposition | The sub disposition (additional information of disposition ) filled by agent (if any) |
31 | Disposition Notes | Additional notes filled by agenttimes the Agent is attempted |
9 | Agent DID number | It will give the DID number by which the agent was called |
10 | Queue Name | It will give the name of Queue from which the Agent is acquired |
11 | Agent connected | It will give the status of Agent connection. ‘Yes’ if agent was connected. |
12 | Agent Name | It will give username/Email ID of the Agent connected. |
13 | Agent Number | The phone number of the Agent through which the Agent was connected |
14 | Type | Type of call initiated to customer. The type can be automatic or manual. |
15 | Agent start time | The time at which the call was initiated to customer |
16 | Agent connect time | The time at which the Agent received the call and was connected. |
17 | Agent and time | |
18 | Agent call duration | Total duration for which the Agent was connected. That is Agent and time - agent connect time. |
19 | Agent Pulse | The agent pulse for the call according to the rate plan attached. |
20 | Disposition | The disposition filled by an agent |
21 | Sub Disposition | The sub disposition filled by an Agent. |
22 | Customer attempt number | The attempt number of customer |
23 | Customer number | The mobile number of customer to which the call was initiated. |
24 | Customer DID number | DID number through which the customer was called. |
25 | Call Status | The status of the call. It can be connected, congestion etc. |
26 | Call start time | The time at which the call was initiated to the customer |
27 | Call connect time | The time at which the customer was connected |
28 | Call End time | The time at which the call was ended by customer. |
29 | Call connected duration | Total duration for which the call was connected with customer. That is customer end time - customer connect time |
30 | Visitor pulse | The number of visitor pulse generated according to the rate plan attached |
31 | DTMF Pressed | The series of dtmf Pressed by customer during call separated by comma |
32 | Recording file | URL of the location from which the Recording file of call can be downloaded (if enabled). |