Contents

User Call Detail Report Help

Report View Toolbar

When viewing a report in the Workspace, several options are available from the Report View Toolbar. To learn more about these options, on the graphic below pause the mouse pointer over a button to display its function, and click to display more information.

Exporting a Report

You can Export a report to a Formatted or Unformatted file type. To export a report, on the main toolbar, click the Export button . On the drop-down menu, point to Formatted or Unformatted. Available Formatted file types are: Excel, HTML, PDF, or Text. The available Unformatted file type is CSV.

User Call Detail Report

The User Call Detail report displays detailed data for each agent on interactions—calls, e-mails, and chats—for the specified date and period of time.

The information in this report is displayed for each user, by day, including:

Initiated time
Connected time
Media type—such as: call, e-mail, chat, social conversation
Direction—Intercom, Inbound, Outbound
Type—Intercom or External
Remote Number
Remote Name
Duration
Hold Time
Account Code

Parameters

The following parameters can be specified for the User Call Detail report:

Date/time Connected
Date/time Initiated
Account code
Call Direction
Call Duration
Call Type
Hold Time
Caller ID
Interaction Direction
Media Type
Remote Name
Remote Number
Site ID
Last Associated IC User
User List

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation
Initiated Date/time	InitiatedDate
Connected Date/time	ConnectedDate
Media	Computed based on : Interaction Type
Direction	CallDirection
Type	CallType
Remote number	RemoteNumberFmt
Remote name	RemoteName
Duration	CallDurationSeconds
Hold time duration	HoldDurationSeconds
Account code	AccountCode

Stored Procedure

sprpt_IntxDetail2
sprpt_IntxDetail_count2

Tables

Calldetail_viw