(Graph) Incoming Calls by User Report

This graph shows the number of inbound calls and chats associated with each user specified in the range. This report does not include system-owned calls.

Note
You should not run the report for more than 50 users or the information displayed on the report might not be legible.

 Parameters

You specify the range of dates and times, site IDs, and user queues as parameters. You can specify all or part of a day in the time range. The report is based on a table that is updated every 10 seconds plus time dependent on implementation architecture or topology.

Report Log Tables	Interaction Administrator Unique Report Identifier
CallDetail	GRAPH_INCOMING_CALL_BYUSER_NAME

 

 

Graph Elements	Report Field or Value	Field or Value Description
Number of calls (vertical)	Sum of calls and chats where CallDirection=Inbound	The number of inbound call and chat attempts reported for each line specified. This includes abandoned calls and chats.
User names	Graph Title: Number of Inbound Calls	The name of each IC user specified in the report.

Record Selection Criteria:

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

{CallDetail.CallDirection} = "Inbound" and

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

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

Note
The data is graphed on change of Local User Id.

Formulas:

Incounter Formula:

If {CallDetail.CallDirection} = Inbound then 1 else 0.