309 Agent Detail DN Calls
Definition
This reports shows key data for incoming and outgoing direct calls (DN Incoming / Outgoing), which are not made on the basis of a held ACD call. It contains one data row per handled contact and aggregates all relevant key data of each single contact.
Main data source: Termination_Call_Detail
Screenshots
Field description
| Field name | Description |
|---|---|
| StartDateTime | Date and start time of the call |
| IntervalDateTime | Date and start time of the 15 minutes interval of the call |
| Date | Date of the call |
| IntervalTime | Start time of the 15 minutes interval of the call |
| IntervalTimeString | Start time of the 15 minutes interval of the call as string based on database time (without timezone offset) |
| Calls | Always 1 (to summarize calls) |
| AgentID | ID of agent |
| AgentFirstName | First name of agent |
| AgentLastName | Surname of agent |
| AgentName | Full name of agent (combination of surname and first name) |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) |
| AgentLoginName | Login name of agent (LoginName) |
| AgentEnterpriseName | EnterpriseName of agent |
| TeamID | ID of agent team (optional) |
| TeamName | Name of agent team (optional) |
| AgentInstrument | Telephone number of agent telephone |
| LineType | Type of phone line (primary, private oder unknown) |
| LineNumber | Number of phone line |
| Direction | Direction of call ("incoming" or "outgoing") |
| ConnectionType | Type of connection ("unknown" not dialed, "NonAgent" for a connection between NonAgent and Agent, "Agent" for a connection between Agent and Agent) |
| OppositeAgentFirstName | First name of other agent (only for connections between two agents) |
| OppositeAgentLastName | Surname of other agent (only for connections between two agents) |
| OppositeAgentName | Full name of other agent (only for connections between two agents) |
| OppositeAgentPeripheralNumber | Login name of other agent (PeripheralNumber) |
| OppositeAgentLoginName | Login name of other agent (LoginName) |
| OppositeAgentEnterpriseName | EnterpriseName of other agent |
| PeripheralCallType | Type of call, e.g. 13 = Consult Offered (see Schema Help) |
| ANI | Telephone number of original caller |
| CallArea | Area covered by the call (internal if inside, external, if outside and unknown, whether inside or outside the internal telephone network) Note: the feature depends on the dial plan |
| DigitsDialed | Telephone number dialed |
| TreatmentValue | Call handling with the following possible values: 0 NonDialed (not dialed) 1 Handled (answered by an agent or the destination number) 2 Forwarded (forwarded to a different telephone number on the basis of RONA or FONA) 3 Abandoned (canceled by the caller) |
| CallTreatment | Way in which a call was dealt with (NonDialed, Handled, Forwarded, Abandoned) |
| CallDisposition | Result, how the call ended, e.g. 13 = Drop handled (see Schema Help) |
| WrapupData | Call classification which was set by the agent in the wrap-up |
| EndDateTime | Date and end time of the call |
| Duration | Total duration of the call in seconds |
| DelayTime | Time in seconds for call setup |
| RingTime | Time in seconds which calls are presented to agents |
| TalkTime | Time in seconds which calls are actively connected (call duration without hold time) |
| HoldTime | Time in seconds which calls are on hold (e.g. for queries) |
| WrapupTime | Time in seconds which calls are in the wrap-up stage at agents' end (after active calls until agents are available again) |
| Variable1 | Content of CallVariable 1 |
| Variable2 | Content of CallVariable 2 |
| Variable3 | Content of CallVariable 3 |
| Variable4 | Content of CallVariable 4 |
| Variable5 | Content of CallVariable 5 |
| Variable6 | Content of CallVariable 6 |
| Variable7 | Content of CallVariable 7 |
| Variable8 | Content of CallVariable 8 |
| Variable9 | Content of CallVariable 9 |
| Variable10 | Content of CallVariable 10 |