The Full Call Details report includes all calls and all main details of the call. Each row is a single call and is grouped by day.

Parameters 

  • From: Start date; can include date and time in the format 06/30/2020 09:00

  • To: End date; can include date and time in the format 06/30/2020 17:00

  • Seconds: This is in reference to talk time. If a value is put into this field, only calls that had a talk time of equal to or greater than the value are displayed.

  • ANI: The caller’s number. If a number is entered here, the report only shows calls from that ANI.

  • StartTime/EndTime: Restrict the results to a certain time of day. For example, the report can be run for an entire month, and then filtered for a certain time frame, such as 9:00 to 17:00. The report will show all calls for the month that reached the contact center between 9:00 and 17:00.

  • DNIS: A list of all DNISes.

  • Queues: A list of all queues including queue groups, if created.

  • Include non-active queue: Adds all deleted queues to the list.

  • Send To: Emails report in PDF format to any address entered here.

PDF 

  • CallID: A unique call identifier for the call.

  • Number Called From: The caller’s number.

  • Origination: The location of the caller based on area code.

  • DNIS: The number that the caller dialed.

  • IVR Name: The name of the IVR that the caller entered.

  • Queue Name: The name of the queue that the caller entered or attempted to enter.

  • Failed Attempts: The number of times that an Agent missed the call. Note that the caller remains in queue if an Agent missed a call.

  • Team Name: The name of the Team that the Agent belongs to, if the call was answered by an Agent.

  • Agent Name: The name of the Agent that received the call, if the caller reached an Agent. This column does not include Agents that missed calls. Refer to the Failed Call Transfers (Inbound) for more specific details about missed calls.

  • Username: The User Name of the Agent that received the call.

  • Agent DID: The number that the Agent was logged into the software with when the system connected the call.

  • Start Time: The time when the caller entered the IVR.

  • Queue Entry: The time when the caller entered a queue.

  • Agent Answer: The time when the Agent answered the call.

  • Transfer Time: The time when the Agent transferred the call, if the call was transferred.

  • Call End Time: The time when the call ended. Frequently, this indicates the time when the Agent ended the call, but if the call was transferred, it indicates the time when the call ended after the transfer.

  • Waiting Time: The amount of time that the caller waited in queue.

  • Agent Hold Time: The amount of time that the Agent put the caller on hold with the software.

  • Talk Time: The Agent’s Talk Time; it includes the time that the Agent put the caller on hold.

  • Total Call Time: The time between the Start Time (when the caller entered the IVR) and the Call End Time.

  • Transferred: Indicates whether the Agent transferred the call: Y for yes, N for no.

  • Transferred Destination: Where the Agent transferred the call. It can be a phone number, IVR name, Queue name, or Survey name. If it is another Agent, this shows the Agent’s DID.

  • Transfer Type: Indicates whether the transfer was warm or cold.

  • Ring Time: The amount of time that the call rung the Agents. If the call was missed by the Agents, the column is the total of all ring times to all Agents, not just the ring time of the Agent who answered the call.

  • Caller Type: A Classification field.

  • Main Subject: A Classification field.

  • Sub Subject: A Classification field.

  • Sub Subject Details: A Classification field.

  • Resolution: A Classification field.

  • Abandoned: Indicates whether the call was abandoned.

  • Voicemail: Indicates whether the caller was sent to voicemail by the IVR.

  • Callback: Indicates whether the caller successfully registered for a callback.

  • Callback Return Time: The date and time of day when the callback was returned. This field is blank if the callback was not returned.

  • Callback Waiting Time: The amount of time that the caller waited for a callback. This field is blank if the callback was not returned.

  • Callback Abandoned: Indicates whether the callback was retuned or expired due to reaching the maximum wait time or maximum number of attempts as set in the IVR’s settings.

CSV 

  • CallID: A unique call identifier for the call.

  • End Date: The date and time the call ended.

  • ANI: The caller’s number.

  • Origination: The location of the caller based on area code.

  • DNIS: The number that the caller dialed.

  • Queueing Date: The date and time when the caller entered the queue.

  • Failed Attempts: The number of times that an Agent missed the call. Note that the caller remains in queue if an Agent missed a call.

  • Agent Answer: The time when the Agent answered the call.

  • Seconds On Hold: The amount of times that the Agent put the caller on hold with the software.

  • Wrap-Up Start: The date and time when the Agent exited the call.

  • Was Transferred: Indicates whether the Agent transferred the call: Y for yes, N for no.

  • Transferred Number: Where the Agent transferred the call. It can be a phone number, IVR name, Queue name, or Survey name. If it is another Agent, this shows the Agent’s DID.

  • Transfer Type: Indicates whether the transfer was warm or cold.

  • Waiting Time: The amount of times that the caller waited in queue.

  • Agent Name: The name of the Agent who received the call, if the caller reached an Agent. This column does not include Agents who missed calls. Refer to the Failed Call Transfers (Inbound) for more specific details about missed calls.

  • Team Name: The name of the Team that the Agent belongs to, if the call was answered by an Agent.

  • Username: The User Name of the Agent who received the call.

  • Agent DID: The number that the Agent was logged into the software with when the system connected the call.

  • Queue Name: The name of the queue that the caller entered or attempted to enter.

  • Ring Time: The amount of times that the call rung the Agents. If the call was missed by the Agents, this column is a total of all ring times to all Agents, not just the ring time of the Agent who answered the call.

  • IVR Name: The name of the IVR that the caller entered.

  • Caller Type: A Classification field.

  • Main Subject: A Classification field.

  • Resolution: A Classification field.

  • Sub Subject: A Classification field.

  • Sub Subject Details: A Classification field.

  • Notes: Notes added in the classification window.

  • Is Voicemail: Indicates whether the caller was sent to voicemail by the IVR.

  • Talk Time: The Agent’s Talk Time; it includes the time when the Agent put the caller on hold.

  • Start Date: The date and time when the caller entered the IVR.

  • Transfer Date: The date and time when the Agent transferred the call, if the call was transferred.

  • Abandoned: Indicates whether the call was abandoned.

  • Voicemail: Indicates whether the caller left a voicemail message.

  • Callback: Indicates whether the caller successfully registered for a callback.

  • Callback Return Time: The date and time of day when the callback was returned. This field is blank if the callback was not returned.

  • Callback Waiting Time: The amount of times that the caller waited for the callback. This field is blank if the callback was not returned.

  • Callback Abandoned: Indicates whether the callback was retuned or expired due to reaching the maximum wait time or maximum number of attempts as set in the IVR’s settings.