1.2.5 Queue Call Details
The Queue Calls Details Report provides a list of detailed information on all calls. It provides information necessary to track all steps from the caller’s perspective.
The report period can be set up to 100 days in the past with a maximum report period of 7 days.
If the report was created with the option Display recurring callers only enabled, one time callers are not included in the report.
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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The time period covered in the report.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Queues included (X)
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List of the queues included in the report. If queues have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Optional description of the report added when creating the report.
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Recurring callers only
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If the option Display recurring callers only was enabled for this report.
Yes: Only callers that called at least twice are listed in the report.
No: All calls are listed.
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Report ID
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Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
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Table Item
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Explanation
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Start Date
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Date when the call entered the queue.
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Start Time
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Time when the call entered the queue.
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Caller Number
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The caller's number.
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Called Number
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Number dialled by the caller.
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Queue Name
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The name of the queue.
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Queue Extension
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The extension of the queue.
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Strategy
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The queue strategy, see help.enreach.com/contact/1.00/web/Enreach/en-US/index.html#context/help/QUEUE_STRATEGY_$.
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Wait Time
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The total time the caller was waiting before the call was answered, forwarded or ended. This includes the time in the queue and the ring time.
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Ring Time
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The total time during which the call was ringing at an agent.
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Talk Time
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The total time the caller was connected with the agent.
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Call Duration
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The total time of the call (Ring Time + Talk Time).
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Abandoned
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If the call was ended by the caller: Yes / No.
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Attempts
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The number of times the call was offered to an agent.
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Agent Name
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The name of the agent who answered the call.
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Agent Extension
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The extension of the agent who answered the call.
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Other Agents
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List of agents to whom the call was also offered to (comma separated).
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Breakout Destination
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Shows the extension to which the call was redirected using the queue breakout option. The field is empty, when the call was not redirected.
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Forward Destination
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Shows the extension to which the call was forwarded to. The field is empty, when the call was not forwarded.
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Transfer Destination
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Shows the extension to which an agent transferred the call to. The field is empty, when the call was not transferred.
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Transfer Successful
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If the call was answered by the transfer destination and therefore counted as successfully transferred: Yes / No.
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Available Agents
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Number of agents available when the call entered the queue.
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Initial Queue Position
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The queue position of the call when it entered the queue.
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