This report gives detailed analyses of each call irrespective of its flow type. The report includes following details -:
Sr No.
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 |
1. Can be by Customer: If the Customer hanged up the call.
2. System: If the system hanged up the call, either due to no more widgets or hangup widgetBy | 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. |
This field represents the party that has disconnected the call. The aim of this field is to provide information about how the call was completed. Possible values are:
Customer: If the customer has disconnected call mid-way
Agent: If the customer and agent were connected, and the call disconnected naturally.
Supervisor: If the call was disconnected by the Supervisor.
System: If the call was disconnected by System for any reason.
However, please note that this field is indicative only, and can vary alot. The values are not consistent, and can change on a lot of factors.
Following is the prioritsed general rule set that is followed for determining the hang up by value. These rules set to checked top to bottom, and the first one to satisfy is the value to be provided.
Priority | Products | Scenario | Hangup By Value |
|---|---|---|---|
1 | Outbound | If customer is not connected because it was busy, ring timeout, busy, congestion | Customer |
2 | Inbound / Outbound | If customer is not connected for any other reason | System |
3 | Inbound / Outbound | If customer is connected, and there is no connected agent, and flow completes | System |
4 | Inbound / Outbound | If customer is connected, and there is a system exception which disconnects the call | System |
5 | Inbound / Outbound | If customer is connected, and if customer disconnect at any point, | Customer |
6 | Inbound / Outbound | If customer is connected, and it connected with one or more agent, and supervisor disconnects the call | Supervisor |
7 | Inbound / Outbound | If customer is connected, and it connected with one or more agent, and flow completes | Agent |
1 | Dialler | If agent is not connected because it was busy | Agent |
2 | Dialler | If agent is not connected because ring timeout | Agent |
3 | Dialler | If agent is not connected for any-other reason (congestion, failed, channel available) | Agent |
4 | Dialler | If agent is connected, and if agent disconnects before connecting with customer | Agent |
5 | Dialler | If agent is connected, and customer is not connected because of busy | Customer |
6 | Dialler | If agent is connected, and customer is not connected because of ring timeout, customer on another call, congestion | Customer |
7 | Dialler | If agent is connected, and customer is not connected because of channel unavailable | System |
8 | Dialler | If agent is connected, and customer is connected, customer disconnects the second leg call | Customer |
9 | Dialler | If agent is connected, and customer is connected, supervisor disconnected | Supervisor |
10 | Dialler | If agent is connected, and customer is connected, Agent disconnects the call from UI | Agent |
11 | Dialler | If agent is connected, and the customer busy on another call, and agent disconnects the call before the telecom announcement is completed | Agent |
Open Points:
Following open issues / points are known and open:
Conference / consultation / Transfer has not been checked.
Only Call Detailed Report and Dialler Report is checked.
Numbers will not match with Queue Summary Report ‘Agent Hangup By’ or ‘Customer Hangup By’ values as they are from different perspective.
Customer => Agent Connected => Agent disconnected => play widget => Customer disconnects midway
Ideal: Customer
Current: Agent
Customer => Agent Connected => Agent disconnected => play widget or delay => Agent Connected => Agent Disconnected => Play Widget => Customer Disconnect
Ideal: Customer
Current: Agent
If agent is connected → customer is connected → Agent disconnects the call from Agent Login Interface → Call ends naturally
Ideal: Agent
Current: Customer
If agent is connected, and customer is not connected because of channel Unavailable .
Inbound / Outbound:
Ideal: System
Current: Agent
Dialler:
Ideal: System
Current: -