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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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