Contents

User Call Detail

The Crystal User Call Detail report displays per Agent, per day, information on interactions such as: Initiated and connected date/time, media type, direction, interaction type, remote number, remote name, interaction duration, hold time and account code.

Note: This report is grouped by Users (Agents) and includes a list of interactions, grouped by date, in which the Agent was the last User to handle the interaction. The data in this report displays the details of the interaction, such as time connected, remote number, and duration, and does not provide details of the User. For user-specific information, such as Talk time and Hold time, run the User Productivity report. For workgroup data, such as associating calls to specific workgroups, run Queue reports.

Parameters

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

Date/Time Connected (required parameter)
Date/time Initiated
Account Code
Call Direction
Call Duration
Call Type
Hold Time
Caller ID
Media Type
Remote Name
Remote Number
Site ID
Last Associated IC User
User List

Note This Crystal version does not have formatting parameters, which are available in the ActiveReport version.

Parameter Descriptions

Parameter	Parameter Type	Required/Optional	Description
Date/Time Connected	Filter	Required	The interaction connected date and time range bounds to filter by
Date/Time Initiated	Filter	Optional	The interaction initiated date and time range bounds to filter by
Account Code	Filter	Optional	The account code to filter by
Call Direction	Filter	Optional	The direction of the call to filter by
Call Duration	Filter	Optional	The duration of the call to filter by
Call Type	Filter	Optional	The call type to filter by
Hold Time	Filter	Optional	The hold time to filter by
Caller ID	Filter	Optional	The caller ID to filter by
Media Type	Filter	Optional	The interaction media type to filter by: Call, Callback, Chat, Generic Object, Email, Fax, Instant Question, Monitor Object, SMS, Social Conversation, Social Direct Message, Unknown, and Work item
Remote Name	Filter	Optional	The remote name to filter by
Remote Number	Filter	Optional	The remote number to filter by
Site ID	Filter	Optional	The Site ID to filter by
Last Associated IC User	Filter	Optional	The last associated IC user to filter by
User List	Filter	Optional	The list of users to filter by

Sample report

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

Report Element Descriptions

Please reference the CIC Data Dictionary Technical Reference under CallDetail_viw View for further technical details and column definitions.

Report Element	Database Column or Computation	Details
Initiated	ConvertUTCTimeToLocalTime(InitiatedDateTimeGmt)	The datetime the interaction was initiated
Connected	ConvertUTCTimeToLocalTime(ConnectedDateTimeGmt)	The datetime the interaction was connected
Media	LookupInteractionType(InteractionType)	The media type of the interaction
Direction	LookupCallDirectionDescription (CallDirection)	The interaction direction
Type	LookupCallTypeDescription (CallType)	The originator of the interaction (external/intercom/unknown)
Remote number	RemoteNumberFmt	The remote number (when available)
Remote name	RemoteName	The remote name (when available)
Duration	CallDurationSeconds	The duration of the interaction
Hold time	HoldDurationSeconds	The duration of all hold time for the interaction
Account code	AccountCode	The account assigned on the interaction (when available)

Stored Procedure

sprpt_UserInteractions

Tables/Views

user_calldetail_viw
Individual