Contents

Account Code Call Detail by User Report

The Account Codes Call Detail by User Report displays all activity for a particular account code by user based on a selected range of users. The report is designed to help a supervisor determine what account code was used on a interaction, and to review the information regarding users’ interactions for a specific date range.

Note
This report will not include interactions that were not assigned an account code. Currently, there is no way to query a range of account codes for a record that has a null value for account code. If you want to report on interactions that have no account code assigned, see the User Call Detail report.

Parameters

You specify a range of dates, times, users, site IDs, and account codes to include in the report. IC sorts this report by account code, user and then by date in ascending order.

Report Log Tables

Interaction Administrator Unique Report Identifier

CallDetail

AccountCodeMirror

ACCOUNT_CODE_CALL_DETAIL_BY_USER_NAME

Sample report

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

Report Element	Report Field or Value	Field or Value Description
Account Code	AccountCode	The name of the selected account code. This displays the number as well as the account code name. If this account code has been deleted in Interaction Administrator, N / A is displayed in the customer name field.
User	LocalUserId	The name of the IC user included in the specified range of users.
Extension	LocalNumber	The extension of the IC user.
Date	ConnectedDate	The date for each day included in the date range for this the report.
Time	ConnectedTime	The time each connected interaction was placed or received by the IC user.
In / Out	CallDirection	The direction for each interaction; either Inbound or Outbound.
Remote Number	RemoteNumber	The number of the party that called (for Inbound interactions), or the number of the called party (for Outbound interactions). Caller ID is displayed if the direction is inbound and the remote number field is blank. A chat is represented by an IP address.
Remote Name	RemoteName	The name of the party that called (for Inbound interactions). If Caller ID or a name lookup is not available, this could be External. The name of the called party, if known (for Outbound interactions).
Call Duration	CallDurationSeconds	The total number of hours, minutes, and seconds the user spent on this interaction on this date. This number is displayed in hh:mm:ss format.
Hold Time	HoldDurationSeconds	The total amount of time this interaction was on hold. This number is displayed in hh:mm:ss format.
Total Number of Calls	Count of ConnectedDate	The summary of the total number of interactions the user placed or received during the specified date range for all account codes.
Total Avg. Duration	Avg (CallDurationSeconds)	The average amount f time the user spent on all inbound and outbound interactions during the specified date range and all account codes. This number is displayed in hh:mm:ss format.
Total Number Out Calls	Count (CallDirection); CallDirection =Outbound	The count of the interaction direction where the interaction direction is outbound for interactions placed by the current user for the date range specified and for all account codes.
Total Avg. Outbound Duration	Avg (CallDurationSeconds); CallDirection = Outbound	The average amount of time the user spent on outbound interactions during the specified date range and for all account codes. This number is displayed in hh:mm:ss format.
Total Number Incoming Calls	Count (CallDirection); CallDirection = Inbound	The count of the interaction direction where the interaction direction is inbound for interactions placed by the current user for the date range specified and for all account codes.
Total Avg. Inbound Duration	Avg (CallDurationSeconds); CallDirection = Inbound	The average amount of time the current user spent on inbound interactions during the specified date range and for all account codes. This number is displayed in hh:mm:ss format.
Number of Calls	Count (ConnectedDate); by AccountCode	The total number of interactions placed or received by the current user for a particular account code and the specified date range.
Avg. Duration	Avg (CallDurationSeconds); by AccountCode	The average amount of time the current user spent on all inbound and outbound interaction during the specified date range for a particular account code. This number is displayed in hh:mm:ss format.
Number Out Calls	Count (CallDirection); CallDirection = Outbound; by AccountCode	The number of outbound interactions for the current user during the specified date range for a particular account code.
Avg. Outbound Duration	Avg (CallDurationSeconds); CallDirection = Outbound; by AccountCode	The average duration of outbound interactions for the user during the specified date range for a particular account code.
Number Incoming Calls	Count (CallDirection); CallDirection = Inbound; by AccountCode	The number of inbound interactions for the user during the specified date range for a particular account code.
Avg. Inbound Duration	Avg (CallDurationSeconds); CallDirection = Inbound; by AccountCode	The average duration of inbound interactions for the user during the specified date range for a particular account code.
Account Code Name	AccountName	The name of the client / customer as entered into Interaction Administrator. If the account code has been deleted in Interaction Administrator, N / A is displayed in this name field.

Record Selection Criteria:

{CallDetail.ConnectedDate} in {?StartDateTime} to {?EndDateTime} and

{CallDetail.LocalUserId} in {?StartUser} to {?EndUser} and

{CallDetail.SiteId} in {?StartSiteId} to {?EndSiteId} and

{CallDetail.AccountCode} in {?StartAccountCode} to {?EndAccountCode}

Formulas:

All times are expressed as hh:mm:ss. This formula is used throughout the report to convert seconds to hh:mm:ss. This formula is external to the report file.

Averages are calculated (see below) by taking the sum of the CallDurationSeconds field and dividing by the count of the ConnectedDate. We are not calculating the average of an average. We recalculate the formula below to figure the Grand Total Averages.

Averages – Sum(CallDetail.CallDurationSeconds) / Count(CallDetail.ConnectedDate)