Contents

Account Code Call Summary by User Report

The Account Codes Call Summary by User Report, which is a Supervisor version of the Account Code Call Summary for Current User Report, displays all activity for a particular account code by user as specified in the range of users, then by date. The account code is subtotaled by user and then by account code. The report is designed to help a supervisor determine what account codes were used based on a summary of the 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. The Account codes and users are in alphabetical order.

Report Log Tables

Interaction Administrator Unique Report Identifier

CallDetail

AccountCodeMirror

ACCOUNT_CODE_CALL_SUMMARY_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.
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.
Total 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.
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.
Outbound 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.
Avg. Out 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.
Inbound 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.
Avg. In Duration	Avg (CallDurationSeconds); CallDirection = Inbound	The average amount of time the 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 user for a particular account code and the specified date range.
Avg. Duration	Avg (CallDurationSeconds); by AccountCode	The average amount of time the user spent on all inbound and outbound interactions 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 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.
Total Duration	Sum(CallDurationSeconds)	The total amount of time spent on all interactions for a given account code for a given user on a given day. This number will be expressed as hh:mm:ss
Outbound Duration	Sum(CallDurationSeconds); CallDirection = Outbound	The total amount of time spent by the selected users on outbound interactions during the specified date range and for all account codes. This number will be expressed as hh:mm:ss.
Inbound Duration	Sum(CallDurationSeconds); CallDirection = Inbound	The total amount of time spent by the selected users on inbound interactions during the specified date range and for all account codes. This number will be expressed as hh:mm:ss.

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)