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User Call Summary

The Crystal User Call Summary report displays per Agent, summarized data such as: Number, duration and average duration of interactions. Also for Inbound and Outbound interactions, displays the number, duration, average duration and call type (External or Intercom). This is presented on a tabular way for each day on the selected date time range of the report. In addition, the report shows a comparative chart of percentages of Interaction Directions within the period of time for the user.

Note:  This report is grouped by User ID (Agents) and includes a summary of interactions, grouped by date, in which the Agent was the last User to handle the interaction. The data in this report displays a summary of the interactions, such as Count and Duration, and does not provide summary data for 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 Summary 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

Filter calls by external, intercom, or unknown type of calls

Hold Time

Filter

Optional

The hold time to filter by

Caller ID

Filter

Optional

The caller ID to filter by

Media Type

Filter

Optional

Configure this parameter to specify a Media Type for the report filter.

In the operator field, select an operator from the drop-down list. Available operators are: Equals or Not Equal to.

In the Media Type field, select a Media Type from the drop-down list. Available types are: Call, Callback, Chat, Generic Object, Email, Fax, Instant Question, Monitor Object, SMS, Social Conversation, Social Direct Message, Unknown, or Work item.

To add an additional Media Type parameter, click Add Parameter.

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 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

Count

count(CallID)

The number of interactions

Duration

sum(CallDurationSeconds)

The total duration of interactions

Avg

sum(CallDurationSeconds) / count(CallID)

The average duration of interactions

Inbound Count

sum(CountInbound)

The number of inbound interactions

Inbound Duration

sum(DurationInbound)

The total duration of inbound interactions

Inbound Avg

sum(DurationInbound) / sum(CountInbound)

sum(DurationInbound) / sum(CountInbound)

Inbound External

sum(CountInboundExternal)

The number of inbound, external interactions

Inbound Intercom

sum(CountInboundIntercom)

The number of inbound, intercom interactions

Outbound Count

sum(CountOutbound)

 The number of outbound interactions

Outbound Duration

sum(DurationOutbound)

The duration of outbound interactions

Outbound Avg

sum(DurationOutbound) / sum(CountOutbound)

 The average duration of outbound interactions

Outbound External

sum(OutboundExternal)

 The number of outbound external interactions

Outbound Intercom

sum(OutboundIntercom)

 The number of outbound intercom interactions

 

 

Stored Procedure

  • sprpt_UserInteractions

Tables/Views

  • user_calldetail_viw

  • Individual