Sr No. | Column | Description |
|---|---|---|
1 | Overview | Overview of flow that is total number of calls, SMS and email sent in lead |
2 | Flow Type | Type of flow for which the call details are. Type can be Inbound, Outbound |
Dialer or Emergency Notification. | ||
3 | Flow ID | Unique ID generated by system for each flow at the time of flow creation |
4 | Flow | Name of the flow, set by user |
5 | Schedule Time (GMT+05:30) | For Outbound : The timestamp at which the call is scheduled For Inbound : System date time at which the call was received |
6 | Flow Status | The status of the flow at the current time. Status can be |
|
In progress - If the call is going on
| ||
7 | Phonon UUID | Unique ID generated for each lead generated |
8 | Request ID | Unique ID generated for each call list uploaded for outbound flows. The request can be through direct upload, email upload or through API |
9 | Phone Number Received in Request | Customer’s number for which the request was received. |
10 | Attempt ID | Unique ID generated For Outbound calls. |
Every time system connects with a call, it is considered as an attempt | ||
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 | Number of Calls | Total number of calls made for that attempt |
13 | DID |
DID number which was used for that attempt | ||
14 | Phone Number | For Inbound : The phone number through which call was received. For Outbound : The phone number which was dialed |
15 | Start Time (GMT+05:30) | Timestamp at which the call was initiated. |
16 | Connected Time (GMT+05:30) | Timestamp at which the customer got connected |
17 | End Time (GMT+05:30) | Timestamp at which the call was ended |
18 | Duration | Total duration of connected call |
(seconds) . End - Connected time | ||
19 | Call Pulses | Call Pulse according to the rate plan attached |
20 | Conn. Status | Status of call connected. It can be connected, busy, congestion, Hang up etc. |
(Visitor’s call status). | ||
21 | DTMF | Series of all the DTMFs pressed in the call separating it with comma |
22 | Queue ID | ID of queue to which the call got transferred |
. Separated by pipe ( | ), if call is linked with multiple queues | ||
23 | Agent ID | ID of agent who got connected with the customer |
. Separated by pipe ( | ), if call is linked with multiple agents | ||
24 | Agent Queue Type | Type of agent connected with customer. The type of agent can be direct dial, agent, transfer , consultation, conference etc. |
Separated by pipe ( | ), if call is linked with multiple agents | ||
25 | Agent Start Time (GMT+05:30) | Timestamp at which the agent was approached (started calling) in IST |
26 | Agent Connected Time (GMT+05:30) | Timestamp at which the agent got connected in IST |
27 | Agent End Time (GMT+05:30) | Timestamp at which the conversation with agent got ended |
28 | Agent Call Duration | Total duration for which the agent and customer has conversation |
29 | Agent Call Pulses | Agent call pulses according to the rate plan attached |
30 | Agent Conn. Status | Status of agent call connected. |
31 | Disposition | Disposition filled by agent for that call |
32 | Sub Disposition | Sub disposition filled by agent for the call |
33 | Disposition Notes | Disposition notes filled by the agent |
34 | Number of SMSs | Total number of SMS sent for the call |
35 | SMSs Length | Total character length of the SMS sent |
36 | SMSs sent | Total number of SMS sent from the system |
37 | SMSs Delivered | Total number of the SMS which delivered successfully |
38 | SMSs Failed | Total number of the SMS which got failed to deliver due to any reason |
39 | SMSs Status | Status of SMS. The status can be delivered, failed, sent |
40 | Number of Emails | Total number of Emails sent from the system |
41 | Emails Length | Character length of the email |
42 | Emails sent | Total number of Emails sent |
43 | Emails Delivered | Total number of Emails delivered to the customers |
44 | Emails Failed | Total number of emails failed to deliver to the customer |
45 | Emails Status | Status of the Email sent. It can be sent, delivered, failed |
46 | Flow Variables | The flow variables passed in the flow, with its values. |