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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

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

Denotes which party has disconnected the call. Please read the footnote 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:

Hangup By:

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:

  1. Customer: If the customer has disconnected call mid-way

  2. Agent: If the customer and agent were connected, and the call disconnected naturally.

  3. Supervisor: If the call was disconnected by the Supervisor.

  4. 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:

  1. Conference / consultation / Transfer has not been checked.

  2. Only Call Detailed Report and Dialler Report is checked.

  3. Numbers will not match with Queue Summary Report ‘Agent Hangup By’ or ‘Customer Hangup By’ values as they are from different perspective.

  4. Customer => Agent Connected => Agent disconnected => play widget => Customer disconnects midway

    1. Ideal: Customer

    2. Current: Agent

  5. Customer => Agent Connected => Agent disconnected => play widget or delay => Agent Connected => Agent Disconnected => Play Widget => Customer Disconnect

    1. Ideal: Customer

    2. Current: Agent

  6. If agent is connected → customer is connected → Agent disconnects the call from Agent Login Interface → Call ends naturally

    1. Ideal: Agent

    2. Current: Customer

  7. If agent is connected, and customer is not connected because of channel Unavailable .

    1. Inbound / Outbound:

      1. Ideal: System

      2. Current: Agent

    2. Dialler:

      1. Ideal: System

      2. Current: -

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