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Report Tool Field Categories

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Report Tool Field Categories

 

1 Agents

Table 16-1: Agents Report Field Categories

Category

Fields

Agent Statistics

User defined.

Agent Attributes

User defined.

Agent Performance Message Statistics

User defined.

 

2 Agent Status

Table 16-2: Agent Status Report Field Categories

Category

Fields

Unavailable Reasons

User defined.

Unavailable Reasons, System

  • Unavailable: [global] Away Cancelled (awaycancel)
  • Unavailable: [global] Disposition Timeout
  • Unavailable: [global] FaceTime
  • Unavailable: [global] Last Call
  • Unavailable: [global] Logged On as Unavailable
  • Unavailable: [global] No Phone Connection
  • Unavailable: [global] Selecting Away Reason
  • Unavailable: [global] Set Offline by Supervisor
  • Unavailable: [global] Set Unavailable by Supervisor
  • Unavailable: [global] Standby
  • Unavailable: [global] System: Pod Transition
  • Unavailable: [global] System: Presence Server Recycle
  • Unavailable: [global] Terminating Duplicate Agent Connection

 

3 Call Interaction

Table 16-3: Call Interaction Report Field Categories

Category

Fields

Administrative

  • Interaction ID
  • Partner

Agent Performance - Counts

  • After Call Work Calls
  • Agent Consult Count
  • Agent Hold Count
  • Average Voice Mail Listen Count
  • Caller Talk Count
  • Hold Count
  • Paused Agent
  • Ring Count
  • Transfer Count
  • Voice Mail Listen Calls
  • Voice Mail Listen Count
  • Wrap-up Calls

Agent Performance - Duration

  • After Call Work Time
  • Agent Arrival Length
  • Agent Consult Time
  • Agent Hold Length
  • Agent Queue Length
  • Agent Time
  • Average After Call Work Time
  • Average Agent Time
  • Average Hold Length
  • Average Time to Answer
  • Average Voice Mail Listen Length
  • Average Wrap-up Time
  • Caller Conference Time
  • Customer Ring Time
  • External Agent Talk Time
  • External Ring Time
  • Hold Length
  • Last Leg Length
  • Max Hold Length
  • Ring Time
  • Time to Answer
  • Transfer with Audio Listen Length
  • Transfer with Audio Record Length
  • Voice Mail Listen Length
  • Wrap-up Time

Call Arrival / Generic Time

  • 5 Minute
  • 10 Minute
  • 15 Minute
  • Agent Start Time
  • Calendar Quarter
  • Day of Week
  • Day Part
  • End Time
  • Half Hour
  • Hour
  • Hour of Day
  • Monday Week
  • Month
  • Start Date
  • Start Time
  • Weekday / Weekend

Call Duration

  • Arrival Count
  • Arrival Length
  • Average Call Length
  • Average Queue Length
  • Avg Queue Before Abandon
  • Call Length
  • Caller Talk Time
  • Customer Ring Time
  • External Agent Talk Time
  • External Ring Time
  • Max Queue Length
  • PostCall Length
  • Queue Count
  • Queue Length
  • Queue, Excluding Ring Time
  • Time to Answer
  • Total Survey Length
  • Voice Mail Queue Length
  • Voice Mail Record Length

Call Performance

  • Abandon
  • Abandon %
  • Announcement Abandon (10 sec.)
  • Announcement Abandon (20 sec.)
  • Announcement Abandon (30 sec.)
  • Answered Abandon
  • Arrival Count
  • End Cause
  • Offered for Agent Selection
  • PostCall Count
  • Queue < 10
  • Queue < 10 (%)
  • Queue < 20
  • Queue < 20 (%)
  • Queue < 30
  • Queue < 30 (%)
  • Queue < 60
  • Queue < 60 (%)
  • Queue Count
  • Survey
  • Transfer Count

Call Routing

  • Agent
  • Agent 2
  • Agent 2 ID
  • Agent Count
  • Agent ID
  • Announcement Abandon (10 sec.)
  • Announcement Abandon (20 sec.)
  • Announcement Abandon (30 sec.)
  • Avg Survey Response
  • Avg Survey Score
  • CMX Host
  • Callcenter
  • Callcenter ID
  • Caller ANI
  • Caller Country
  • Caller Country Code
  • Caller Phone Type
  • Campaign ID
  • Campaign Name
  • Client
  • Client ID
  • Data Center
  • Inbound / Outbound / Dialout
  • Live Announcement End Time
  • Live Announcement Played
  • Live Announcement Start Time
  • Num Survey Responses
  • Num Surveys Accepted
  • Num Surveys Completed
  • Num Surveys Offered
  • Num Surveys Started
  • Offer Name
  • Outbound Entry ID
  • Phone Number
  • Phone Number Owner
  • Pool
  • Program ID
  • Program Name
  • Total Survey Score
  • Transfer Count
  • Voice Mail Queue Accepted
  • Voice Mail Queue Accepted %
  • Voice Mail Queue Completed
  • Voice Mail Queue Completed %
  • Voice Mail Queue Offered
  • Voice Mail Queue Offered %
  • Voice Mail Recorded
  • Voice Mail Recorded %

Common

  • All Calls
  • Call Recording
  • Call Visualization

 

4 Call Segment

Table 16-4: Call Segment Report Field Categories

Name

Description

Administrative

  • Agent Country
  • Agent Country Code
  • Agent Phone Number
  • Agent Phone Type
  • Caller Country
  • Caller Country Code
  • Caller Phone Type
  • External Xfer Country
  • External Xfer Country Code
  • External Xfer Phone
  • External Xfer Phone Type
  • Interaction ID
  • Partner
  • Outbound Entry ID
  • Segment ID
  • Transfer Type
  • Transferring Segment ID
  • Xfer In Agent
  • Xfer In Agent ID
  • Xfer In Callcenter
  • Xfer In Campaign
  • Xfer In Client
  • Xfer In Program
  • Xfer Out Count

Agent Performance - Counts

  • After Call Work Calls
  • Agent Hold Count
  • Average Voice Mail Listen Count
  • External Xfer Count
  • Hold Count
  • Paused Agent
  • Ring Count
  • Voice Mail Listen Calls
  • Voice Mail Listen Count
  • Wrap-up Calls

Agent Performance - Duration

  • After Call Work Time
  • Agent Arrival Length
  • Agent Hold Length
  • Agent Queue Length
  • Agent Time
  • Average After Call Work Time
  • Average Handle Time
  • Average Hold Length
  • Average Time to Answer
  • Average Voice Mail Listen Length
  • Average Wrap-up Time
  • Customer Ring Time
  • External Agent Talk Time
  • External Ring Time
  • Hold Length
  • Last Leg Length
  • Max Hold Length
  • Ring Time
  • Time to Answer
  • Transfer with Audio Listen Length
  • Transfer with Audio Record Length
  • Voice Mail Listen Length
  • Wrap-up Time

Call Arrival / Generic Time

  • 5 Minute
  • 10 Minute
  • 5 Minute
  • Agent Start Time
  • Calendar Quarter
  • Day Part
  • End Time
  • Half Hour
  • Hour
  • Hour of Day
  • Monday Week
  • Month
  • Start Date
  • Start Time
  • Weekday / Weekend

Call Duration

  • Arrival Length
  • Average Call Length
  • Average Queue Length
  • Call Length
  • Caller Talk Time
  • External Agent Talk Time
  • External Ring Time
  • Inbound Transfer Overlap Length
  • Max Queue Length
  • PostCall Count
  • PostCall Length
  • Queue Count
  • Queue Length
  • Queue, Excluding Ring Time
  • Time to Answer
  • Total Survey Length
  • Voice Mail Queue Length
  • Voice Mail Record Length

Call Performance

  • Abandon
  • Abandon %
  • Announcement Abandon (10 sec.)
  • Announcement Abandon (20 sec.)
  • Announcement Abandon (30 sec.)
  • Answered Abandon
  • Avg Queue Before Abandon
  • Avg Survey Response
  • Avg Survey Score
  • Disposition
  • Disposition Type
  • End Cause
  • Num Survey Responses
  • Num Surveys Accepted
  • Num Surveys Completed
  • Num Surveys Offered
  • Num Surveys Started
  • Offered for Agent Selection
  • Queue < 10
  • Queue < 10 (%)
  • Queue < 20
  • Queue < 20 (%)
  • Queue < 30
  • Queue < 30 (%)
  • Queue < 60
  • Queue < 60 (%)
  • Queue Count
  • Ring Count
  • Survey
  • Total Survey Score

Call Routing

  • Agent
  • Agent Full Name
  • Agent ID
  • Agent Name
  • Call Flow ID
  • Call Flow Name
  • Call Flow Version
  • Callcenter
  • Callcenter ID
  • Caller ANI
  • Campaign ID
  • Campaign Name
  • Client
  • Client ID
  • Current Call Flow Name
  • Data Center
  • External Xfer Phone
  • Inbound / Outbound / Dialout
  • Live Announcement End Time
  • Live Announcement Played
  • Live Announcement Start Time
  • Offer Name
  • Outbound Entry ID
  • Phone Number
  • Phone Number Owner
  • Pool
  • Program ID
  • Program Name
  • Queue Multiplier
  • Voice Mail Queue Accepted
  • Voice Mail Queue Accepted %
  • Voice Mail Queue Completed
  • Voice Mail Queue Completed %
  • Voice Mail Queue Offered
  • Voice Mail Queue Offered %
  • Voice Mail Recorded
  • Voice Mail Recorded %

Common

  • All Segments
  • Answered Segments
  • Call Recording
  • Call Type
  • Call Visualization
  • Screen Recording

 

5 Telephony Billing

Table 16-5: Telephony Billing Report Field Categories

Category

Fields

Common

  • Agent Country
  • Agent Country Code
  • Agent Phone Number
  • Agent Phone Type
  • Agent Time
  • All Segments
  • Arrival Time
  • Call Type
  • Call Visualization
  • Callcenter
  • Caller ANI
  • Caller Country
  • Caller Country Code
  • Caller Phone Type
  • Caller Talk Time
  • Campaign
  • Client
  • Customer Ring Time
  • Date
  • End Time
  • External Agent Time
  • External Provider Country
  • External Provider Country Code
  • External Provider Phone Number
  • External Provider Phone Type
  • External Ring Time
  • Hold Time
  • Inbound / Outbound
  • Incoming Phone Number
  • Incoming Phone Number Owner
  • Interaction ID
  • Month
  • Offline Queue Length
  • Partner
  • Platform Time
  • Post-Call Time
  • Program
  • Queue Time
  • Ring Time
  • Segment ID
  • Segment Length
  • Start Time
  • Voice Mail Record Time
  • Wrap-up Time

Canada

  • Agent Telephony Time (Canada)
  • External Telephony Time (Canada)
  • Inbound Telephony Time (Canada)
  • Inbound Telephony Time (Canada)
  • Outbound Customer Telephony Time (Canada)
  • Outbound Telephony Time (Canada)

Canada (30s min.)

  • Agent Telephony Time (Canada, 30s min.)
  • External Telephony Time (Canada, 30s min.)
  • Inbound Telephony Time (Canada, 30s min.)
  • Inbound Telephony Time (Canada, 30s min.)
  • Outbound Customer Telephony Time (Canada, 30s min.)
  • Outbound Telephony Time (Canada, 30s min.)

Exclude Canada

  • Agent Telephony Time (w/o Canada)
  • External Telephony Time (w/o Canada)
  • Inbound Telephony Time (w/o Canada)
  • Inbound Telephony Time (w/o Canada)
  • Outbound Customer Telephony Time (w/o Canada)
  • Outbound Telephony Time (w/o Canada)

Exclude Canada (30s min.)

  • Agent Telephony Time (w/o Canada, 30s min.)
  • External Telephony Time (w/o Canada, 30s min.)
  • Inbound Telephony Time (w/o Canada, 30s min.)
  • Inbound Telephony Time (w/o Canada, 30s min.)
  • Outbound Customer Telephony Time (w/o Canada, 30s min.)
  • Outbound Telephony Time (w/o Canada, 30s min.)

Total Time

  • Agent Telephony Time
  • External Telephony Time
  • Inbound Telephony Time
  • Inbound Telephony Time
  • Outbound Customer Telephony Time
  • Outbound Telephony Time
  • Screen Recording Length

Total Time (30s min.)

  • Agent Telephony Time (30s min.)
  • External Telephony Time (30s min.)
  • Inbound Telephony Time (30s min.)
  • Inbound Telephony Time (30s min.)
  • Outbound Customer Telephony Time (30s min.)
  • Outbound Telephony Time (30s min.)

 

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