Contents

(Supervisor) User Outbound Call Summary by Number Dialed Report

This report summarizes dialed outbound numbers for a specific time period and the users who called them.

This Supervisor User Summary report is beneficial for professional services and environments with specific accounts. Each user’s calls to specific numbers are summarized. You can use this report to evaluate accounts and service information. This Supervisor report displays a range of users.

Parameters

You specify a range of dates, dialed numbers, user IDs, and site IDs to include in the report. The StartDialedNum and EndDialedNum fields represent an inclusive range of dialed phone numbers to search. IC sorts this report by IC users.

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_USER_OUTBOUND_CALL_SUMMARY_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
User	LocalUserId	The name of an IC user account that dialed outbound calls.
Dialed Number	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	RemoteName	The name of the dialed party, if known.
Total Calls	Count of ConnectedDate	The total number of calls the user dialed to this number, in the specified ranges.
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	Sum(HoldDurationSeconds)	The number of seconds that a call from a Caller ID was on hold.
Avg. Hold	Sum(HoldDurationSeconds / Count(ConnectedDate)	The average time that all calls from a Caller ID were on hold, on the given date(s).
Unique Dialed Numbers (summary)	Distinct Count of RemoteNumber	The total number of unique outbound phone numbers dialed by this user during the specified ranges.
Number of Calls (summary)	Count of ConnectedDate	The total number of calls this user dialed during the specified ranges.
Total Duration (summary)	Sum(CallDurationSeconds)	Displays the total number of seconds for all calls received from a Caller ID number, on the given date(s).
Average Duration (summary)	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average number of seconds for all calls from this Caller ID number, on the given date(s).
Total Hold Time (summary)	Sum(HoldDurationSeconds)	The total number of seconds that calls were on hold.
Average Hold Time (summary)	Sum(HoldDurationSeconds / Count(ConnectedDate)	The total time all calls during the specified ranges were on hold.

Record Selection Criteria:

{CallDetail.CallDirection} = "Outbound" and

{CallDetail.RemoteNumber} in {?StartDialedNum} to {?EndDialedNum} and

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

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

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