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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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NodeID-SessionID-Seq Number
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Node
ID is the unique numeric ID, which starts from 1, that the system assigns to
each Unified CCX server in the cluster.
Session ID is the unique session ID that the system assigns to a
call.
Session sequence number is the number that the system assigns to
each call leg. The session sequence number increases by 1 for each leg of a
call.
Together, these three values uniquely identify an ACD call that
is processed by the system.
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Call Start Time
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Date and time that the agent is connected to the call.
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Call End Time
|
Date and time that the call is disconnected by the agent.
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Call ANI
|
Telephone number of the calling party. (ANI = Automatic Number
Identification)
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Called Number
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Telephone number that is dialed by the calling party.
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Call Routed CSQ
|
Contact Service Queue (CSQ) to which the call is routed and
handled. A call can be queued to multiple CSQs.
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Skills
|
Skills
that are associated with the CSQ that handled the call.
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Talk Time
|
Time that the agent spent in Talking state.
Summary info—Sum of
values in this column.
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Hold Time
|
Time that the agent put the calls on hold.
Summary info—Sum of
values in this column.
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Wrap-Up Time
|
Time that the agent spent in Work state after the call.
Summary info—Sum of
values in this column.
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Wrap-Up
|
Agents can select up to five wrap-up
reasons for voice calls. Based on the selection, the
reasons are displayed in Reason 1 to Reason 5 columns that
are grouped under Wrap-Up column. |