Contents

(Supervisor) User Call Summary Report

The (Supervisor) User Call Summary report displays a summary of all calls for the specified IC users on each day in the given range. The report is designed to give a summary report of the user’s call volume.

The only difference between this report and the User Call Summary 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, user IDs, and site IDs to include in the report. IC sorts this report by dates.

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	SUPER_USER_CALL_SUMMARY_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 the IC user accounts specified in the range.
Extension	LocalNumber	The extension of the IC user.
Date	ConnectedDate	The date for each day included in the date range for this the report.
Total Calls	Count of ConnectedDate	The total number of calls the user placed or received on this date.
Total Duration	Sum(CallDurationSeconds)	Displays the total number of seconds for all calls received from a Caller ID number, on the given date(s).
Average Duration	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average number of seconds for all calls from this Caller ID number, on the given date(s).
Outbound Calls	Count of CallDirection=Outbound	The total number of outbound calls a user placed on this date.
Outbound Duration	Sum(CallDurationSeconds) where CallDirection=Outbound	The number of minutes the current user spent on outbound calls during the specified range.
Avg. Outbound Duration	Sum(CallDurationSeconds) / Count (ConnectedDate)where CallDirection=Outbound	The average number of minutes the current user spent on outbound calls during the specified range.
Inbound Calls	Count of CallDirection=Inbound	The total number of incoming calls a user received on this date.
Inbound Duration	Sum(CallDurationSeconds) where CallDirection=Inbound	The number of minutes the current user spent on inbound calls during the specified range.
Avg. Inbound Duration	Sum(CallDurationSeconds) / Count (ConnectedDate) where CallDirection=Inbound	The average number of minutes the current user spent on inbound calls during the specified range.
Number of Calls (summary)	Count of ConnectedDate	The total number of calls each user placed or received during the specified date range.
Average Duration (Summary)	Sum(CallDurationSeconds) / Count(ConnectedDate)	Displays the average number of seconds for all calls from this Caller ID number, on the given date(s).
Number Out Calls (summary)	Count of CallDirection=Outbound	The total number of outbound calls a user placed during the specified date range.
Avg. Outbound Duration (summary)	Avg of CallDurationSecond / 60 where CallDirection=Outbound	The average number of minutes a user spent on all outbound calls during the specified range.
Avg. Inbound Duration (summary)	Avg of CallDurationSecond / 60 where CallDirection=Inbound	The average number of minutes a user spent on all incoming calls during the specified date range.

Record Selection Criteria:

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

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

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