Contents

(Supervisor) User Call Detail Report

The (Supervisor) User Call Detail Report displays all calls for one or more users for a given time period. The report is designed to give a supervisor a report of each user’s calls. A supervisor can use this report to audit an agent’s productivity. System administrators may choose to use the User Call Detail Report to bill users and departments for their long distance calls.

Note
The only difference between this report and the User Call Detail for Current User report is the range of users. The Supervisor version can report on a range of users and the User version generates the same data for the current user.

Parameters

You specify a range of dates, times, and site ID to include in the report. IC sorts this report by users.

Notes
- 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.

- The use of wildcards for the representation of variable numbers is supported . You can enter the range as a wildcard, e.g., dialed number range +13178?????? to 13179??????.

Report Log Tables	Interaction Administrator Unique Report Identifier
CallDetail	SUPER_USER_CALL_DETAIL_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 included in the range of users for a report.
Extension	LocalNumber	The extension of the IC user.
Date / Time	ConnectedDate	The date and timefor each day included in the range for this the report.
In / Out	CallDirection	The direction of each call: either Inbound or Outbound.
Remote 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.
Remote Name	RemoteName	The name of the party that called (for Inbound calls). If Caller ID or a name lookup is not available, this could be External. The name of the called party, if known (for Outbound calls). In some case, City and State may appear as remote name.
Acct Code	AccountCode	The account code assigned to the call.
Call Duration	Call Duration hh:mm:ss	The total time the call was in the system in hours, minutes, and seconds.
Hold Time	Hold Duration Seconds	The total time this call was on hold.
Number of Calls	Count of ConnectedDate	The total number of calls the current user placed or received during the specified date range.
Avg. Duration (Min)	Sum(CallDurationSeconds) / Count (ConnectedDate)	The average time the current user spent on all inbound and outbound calls during the specified date range.
Number Out Calls	Count of CallDirection=Outbound	The total number of outbound calls the current user placed during the specified date range.
Number of Incoming Calls	Count of CallDirection=Inbound	The total number of incoming calls the current user received during the specified date range.

Record Selection Criteria:

{CallDetail.LocalUserId} in {?User} and

{CallDetail.SiteID} in {?SiteId} and

{CallDetail.PurposeCode} in {?PurposeCode} and

( {CallDetail.InteractionType}=0) and

{CallDetail.InitiatedDate} = {?DateTime}