User Call Detail Report

The User Call Detail report displays detailed data for each agent on interactions—calls, e-mails, and chats—for the specified date and period of time.

Note:  This report is grouped by Users (Agents) and includes a list of interactions, grouped by date, in which the Agent was the last User to handle the interaction. The data in this report displays the details of the interaction, such as time connected, remote number, and duration, and does not provide details of the User. For user-specific information, such as Talk time and Hold time, run the User Productivity report. For workgroup data, such as associating calls to specific workgroups, run Queue reports.

The information in this report is displayed for each user, by day, including:

• Initiated time

• Connected time

• Media type—such as: call, e-mail, chat, social conversation

• Direction—Intercom, Inbound, Outbound

• Type—Intercom or External

• Remote Number

• Remote Name

• Duration

• Hold Time

• Account Code

Parameters

The following parameters can be specified for the User Call Detail report:

• Date/time Connected

• Date/time Initiated

• Account code

• Call Direction

• Call Duration

• Call Type

• Hold Time

• Caller ID

• Interaction Direction

• Media Type

• Remote Name

• Remote Number

• Site ID

• Last Associated IC User

• User List

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Stored Procedure

• sprpt_IntxDetail2

• sprpt_IntxDetail_count2

Tables

• Calldetail_viw