Contents

(Supervisor) Caller ID Detail Report

This report shows details of external identifiable incoming calls or chats received by each user. This Supervisor report displays data for a range of users.

Note
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.

Critical information can be established from Caller ID reports such as customer calling patterns, time to service the account, and level of service to the customer. The Caller ID Detail Report is best used by managers who want to see how accounts are being serviced and the profitability of the accounts.

Parameters

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

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_DETAIL_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
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	RemoteName	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.
Caller ID Number of Calls	Count of ConnectedDate	Counts the number of call detail entries for this Caller ID number.
Total Caller ID Duration	Sum (CallDurationSeconds)	Displays the total number of seconds for all calls associated with this Caller ID number.
Avg. Duration	Avg of CallDurationSeconds	Displays the average number of seconds for each call from this Caller ID number.
Date	ConnectedDate	The date for each call from this Caller ID number.
Time	ConnectedDate converted to time	The time each call from this Caller ID number connected to a party.
User	LocalUserId	The name of the IC party this call connected to. This value will only be set if there was a user logged in at the station placing the call, or the call was directed to an identifiable user. An empty field will occur if these conditions are not met.
Ext.	LocalNumber	The extension of the IC party to which this call is connected.
Hold Time	HoldDurationSeconds	The number of seconds that a call from this Caller ID was on hold.
Call Duration	CallDurationSeconds	The total number of seconds that a call from this Caller ID was connected to an IC user.

Record Selection Criteria:

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

{CallDetail.CallDirection} = "Inbound" and

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

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

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