This report gives detailed analyses of each call irrespective of its flow type. The report includes following details -:
Column Name | Description | |
|---|---|---|
| 1 | Date | Date at which the call was made in case of outbound flow and answered in case of inbound |
| 2 | Time | Time at which the call was made in case of outbound flow and answered in case of inbound |
| 3 | Phonon UUID |
Unique identifier for the call | ||
| 4 | Request ID | Unique ID generated for each request to initiated an Outbound campaign on a list of numbers |
|---|---|---|
| 5 | Attempt ID | Attempt ID. [For Outbound: everytime system connects with a call, it is considered as an attempt] |
| 6 | Campaign Type | Type of product - inbound or outbound |
| 7 | DID Number | DID 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 | Denotes which party has disconnected the call. Please read the footnote 1 for more information. |
| 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 agent |
Footnotes:
1. Hangup By:
| Note |
|---|
This field may be removed in the future. |
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