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 ID | Unique ID generated for each request to initiated an Outbound campaign on a list of numbers5call list uploaded in case of outbound flows. | |
5 | Flow ID | Unique ID generated at the time of flow creation. | |
6 | Attempt ID | Attempt ID. [For Outbound: everytime system connects with a call, it is considered as an attempt] | 6Unique ID generated for each Attempt initiated for a lead |
7 | 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 |
| |
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 agentIt is the type of flow. By default it will be 'Dialer' | |
8 | Attempt Number | ||
9 | Agent attempt number | It is the number of times the Agent is attempted | |
10 | Agent DID number | It will give the DID number by which the agent was called | |
11 | Queue Name | It will give the name of Queue from which the Agent is acquired | |
12 | Agent connected | It will give the status of Agent connection. ‘Yes’ if agent was connected. | |
13 | Agent Name | It will give username/Email ID of the Agent connected. | |
14 | Agent Number | The phone number of the Agent through which the Agent was connected | |
15 | Type | Type of call initiated to customer. The type can be automatic or manual. | |
16 | Agent start time | The time at which the call was initiated to customer | |
17 | Agent connect time | The time at which the Agent received the call and was connected. | |
18 | Agent end time | The time at which the call was ended from Agent side. | |
19 | Agent call duration | Total duration for which the Agent was connected. That is Agent end time - agent connect time. | |
20 | Agent Pulse | Total number of agent pulse for the call according to the rate plan attached. | |
21 | Disposition | The disposition filled by an agent | |
22 | Sub Disposition | The sub disposition filled by an Agent. | |
23 | Customer attempt number | The attempt number of customer | |
24 | Customer number | The mobile number of customer to which the call was initiated. | |
25 | Customer DID number | DID number through which the customer was called. | |
26 | Call Status | The status of the call. It can be connected, congestion etc. | |
27 | Call start time | The time at which the call was initiated to the customer | |
28 | Call connect time | The time at which the customer was connected | |
29 | Call End time | The time at which the call was ended by customer. | |
30 | Call connected duration | Total duration for which the call was connected with customer. That is customer end time - customer connect time | |
31 | Visitor pulse | The number of visitor pulse generated according to the rate plan attached | |
32 | DTMF Pressed | The series of dtmf Pressed by customer during call separated by comma | |
33 | Recording file | URL of the location from which the Recording file of call can be downloaded (if enabled). |