Contents

(Supervisor) Caller ID Summary Report

This report shows a summary of inbound calls and chats each IC user received from each identified external telephone number or IP address. IC displays chats under the IP address from where the chat originated. The chat header name displayed is the name of the first chat found in the query of the data. This name does not represent the person that made all the chats.

Parameters

You specify a range of dates, users, site IDS, and caller ID numbers to include in the report. IC sorts this report by IC user name.

Note
If you enter a range for one of these specific parameters (caller IDs, dialed numbers, DNIS, and user IDs), and a record included in this range has a null value for any one of these parameters, then this record will be excluded on the report. It is not possible to include these records at this time.

Report Log Tables	Interaction Administrator Unique Report Identifier
CallDetail	SUPER_CALLERID_SUMMARY_NAME

Sample report

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

Visual Elements

Report Element	Report Field or Value	Field or Value Description
User	LocalUserId	The name of an IC user account included in the range of users for a report.
Extension	LocalNumber	The extension of the IC user.
Caller ID	RemoteNumber or RemoteNumberFmt	The external phone number or extension of the calling party. The call contains the number of a calling party if caller ID is available. In the case where RemoteNumberFmt is blank, then IC uses the RemoteNumber with an * added to the end of the number. If both the Remote NumberFmt and the RemoteNumber are blank, then the RemoteCallerID is used with two ** added to the end of the number. If all these are blank, then N / A is displayed on the report. A null or empty value is possible if the call was an Intercom call that was terminated before the Remote party was specified.
Name	RemoteNameFmt	The caller’s name, if known. For intercom calls, the calling IC user name appears. Inbound calls that provide Extended Caller ID information will have the calling party name. Out of Area, or External Call appears if caller ID is not available. An empty value is possible if the call was an Intercom call that was terminated before the Remote party was specified.
Total Calls	Count of ConnectedDate entries	The number of inbound call detail entries for a Caller ID number.
Total Duration	Sum(CallDurationSeconds)	Displays the total number of seconds for all calls received from a Caller ID number, on the given date(s).
Avg. Duration	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average number of seconds for all calls from this Caller ID number, on the given date(s).
Hold Time	HoldDurationSeconds	The number of seconds that a call from a Caller ID was on hold.
Avg Hold Duration	Sum(HoldDurationSeconds / Count(ConnectedDate)	The average time that all calls from a Caller ID were on hold, on the given date(s).
Unique Caller IDs (summary)	Count of unique RemoteNumber entries	The total number of unique Caller ID numbers included in the specified range of dates in the report.
Number of Caller ID Calls (summary)	Count of all ConnectedDate entries	The total number of inbound call detail entries for all Caller ID numbers.
Total Duration (summary)	Sum(CallDurationSeconds)	Displays the total number of seconds for all Caller ID calls, on the given date(s).
Avg. Duration (summary)	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average time for all Caller ID calls, on the given date(s).
Total Hold Time (summary)	Sum(HoldDurationSeconds)	The number of seconds that all Caller ID calls were on hold, on the given date(s).
Average Hold Time(summary)	Sum(HoldDurationSeconds) ) / Count(ConnectedDate)	The average number of seconds that all Caller ID calls were on hold, on the given date(s).

Record Selection Criteria:

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

{CallDetail.CallDirection} = "Inbound" and

{CallDetail.RemoteNumber} in {?StartCallerID} to {?EndCallerID} and

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

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