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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The time period covered in the report.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Queues included (X)
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List of the agents included in the report. If agents have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Optional description of the report added when creating the report.
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Recurring callers only
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If the option Display recurring callers only was enabled for this report.
Yes: Only callers that called at least twice are listed in the report.
No: All calls are listed.
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Report ID
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Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
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Table Item
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Explanation
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Start Date
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Date when the call entered the queue.
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Start Time
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Time when the call entered the queue.
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Caller Number
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The caller's number.
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Called Number
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Number (queue or agent) dialled by the caller.
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Queue Name
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The name of the queue.
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Queue Extension
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The extension of the queue.
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Strategy
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The queue strategy, see help.enreach.com/contact/1.00/web/Enreach/en-US/index.html#context/help/QUEUE_STRATEGY_$.
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Wait Time
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The total time the caller was waiting before the call was answered, forwarded or ended. This includes the time in the queue and the ring time
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Ring Time
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The total time during which the call was ringing at an agent.
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Talk Time
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The total time the caller was connected with the agent.
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Call Duration
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The total time of the call (Ring Time + Talk Time).
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Abandoned
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If the call was ended by the caller: Yes / No.
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Attempts
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The number of times the call was offered to an agent.
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Agent Name
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The name of the agent who answered the call.
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Agent Extension
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The extension of the agent who answered the call.
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Other Agents
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List of agents to whom the call was also offered to (comma separated).
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Breakout Destination
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Shows the extension to which the call was redirected using the queue breakout option. The field is empty, when the call was not redirected.
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Forward Destination
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Shows the extension to which the call was forwarded to. The field is empty, when the call was not forwarded.
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Transfer Destination
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Shows the extension to which an agent transferred the call to. The field is empty, when the call was not transferred.
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Transfer Successful
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If the call was answered by the transfer destination and therefore counted as successfully transferred: Yes / No.
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Available Agents
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Number of agents available when the call entered the queue.
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Initial Queue Position
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The queue position of the call when it entered the queue.
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