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 | Phonon UUID [Customer's unique id] |
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 | 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 widget. |
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 |
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