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Agent
Name
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First
name and last name of the agent.
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Agent ID
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Login
ID of the agent.
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Extension
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Unified CCX extension that Unified Communications Manager
assigned to the agent.
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Call
Start Time
|
Date
and time the call leg rings at the agent extension.
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Call End Time
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Date and time the call leg is disconnected or transferred.
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Duration
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Elapsed time between the call start time and the call end time.
Summary info—Sum of
values in this column.
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Called Number
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Telephone number that the caller dials.
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Call ANI
|
Originator's telephone number. (ANI = Automatic Number
Identification)
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Call Routed CSQ
|
Contact Service Queue (CSQ) that handled the call. A call is
considered handled if the caller is connected to an agent while queued for this
CSQ.
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Other CSQs
|
If the call is queued to multiple CSQs, name of one of the CSQs
to which the call was queued is displayed.
Displays "…" to indicate there are more CSQs to which the call
was queued.
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Call Skills
|
Skills that are associated with the CSQ that handled the call.
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Talk Time
|
-
Unified CCX calls—Elapsed time between the time an agent
connects to the call and the time the call is disconnected or transferred, not
including the hold time.
-
Non-Unified CCX calls—Elapsed time between the time an agent
connects to the call and the time the call is disconnected or transferred.
Summary info—Sum of
values in this column.
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|
Hold Time
|
Total time the agent put the calls on hold. Not applicable for
non-Unified CCX calls.
Summary info—Sum of
values in this column.
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Work Time
|
Time
that the agent spent in Work state after the call. Not applicable for
non-Unified CCX calls.
Summary info—Sum of
values in this column.
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Call Type
|
Type
of call.
-
1 =
Conference.—Conference call.
-
2 = Inbound
ACD.—Unified CCX call that is handled by an agent.
-
3 = Inbound non-ACD on
IPCC.—Non-Unified CCX call that is received by the agent on a Unified CCX
extension.
-
4 = Inbound non-ACD on
non-IPCC.—Non-Unified CCX call that is received by the agent on a
non-Unified CCX extension.
-
5 = Outbound on
IPCC.—Call that an agent dials on a Unified CCX extension.
-
6 = Outbound on
non-IPCC.—Call that an agent dials on a non-Unified CCX extension.
-
7 = Transfer-In.—Call
that is transferred to an agent.
-
8 =
Transfer-Out.—Call that the agent transfers out.
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