Contents

Caller ID Summary by User Report

This report shows a summary of caller IDs of 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. This report is helpful for viewing caller ID activity for a specific user.

Parameters

You specify a range of dates, caller ID numbers, IC users, and site IDs to include in the report. IC sorts this data by IC user, date, then by remote number. Use these parameters to restrict the report to a specific list of caller ID and users.

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	CALLERID_SUMMARY_BYUSER_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
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.
User	LocalUserId	The name of an IC user account included in the range of users for a report.
Date	ConnectedDate	The date for each call from this Caller ID number.
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 Duration	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).
Caller ID Number of Calls (Summary)	Count of ConnectedDate	Counts the number of call detail entries for this Caller ID number.
Avg. Duration (Summary)	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average time for all Caller ID calls, on the given date(s).
Total Caller ID Duration (Summary)	Sum(CallDurationSeconds)	Displays the total number of seconds for all calls associated with this Caller ID number.

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}