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.

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

• 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