Primary Fields #
There are 4 fields that are designed to detail a call from start to finish and can be used to easily create summaries.
| Field Name | Use Case | Possible Values |
| Queue Source Type | Where did the call come from? | Direct – Call was made directly to the queue Auto-Attendant – Call came from an Auto-Attendant Queue – Call was forwarded by another Queue User – An internal user transferred the call to the Queue |
| Queue Disposition | Was the call answered? | Answered – The call was Answered by an Agent Missed – The call was not answered by an agent |
| Queue Handling Type | How was the call handled if it was Answered or Missed? | Answered – The call was Answered by an Agent Abandoned – The caller hung up before anyone answered the call Timed Out – Error condition defined in Microsoft Teams. The call was in queue for the max amount of time. Overflown – Error condition defined in Microsoft Teams. There were too many calls in the queue No Agents – Error condition defined in Microsoft Teams. No agents were available to answer the call Unanswered – The call was not answered by the Queue and data was unavailable to identify the cause. |
| Queue Final Action | What was the final action take by the Queue or the Agent that answered the call? | Completed by Agent – Agent picked up the call and the call completed at the agent. Abandoned by Caller – The caller hung up before anyone answered the call Transferred to [User/Auto-Attendant/Queue/External Phone Number] – Agent picked up the call and the caller was transferred somewhere else. Conferenced in [User/Auto-Attendant/Queue/External Phone Number] – Agent picked up the call and conferenced in someone else. Forwarded to [Voicemail/Auto-Attendant/Queue/User/External Phone Number] – Call was not picked up and forwarded somewhere else. |
Related Fields #
| Field Name | Description |
| Queue Source | Queue Source matches with Queue Source Type. Queue Source will show where the call came from when it entered the queue. Some examples: If Queue Source Type is Direct, Queue Source will be the Phone Number/User that placed the call. If Queue Source Type is Auto-Attendant, Queue Source will be the Auto-Attendant that transferred the call to the Queue. |
| Queue Handling | Queue Handling matches with Queue Handling Type. Queue Handling will show the Agent that answered the call when the call is Answered, or match Queue Handling Type when the call was not answered. In some circumstances, data is not available for the agent that answered the call. In these cases, the Queue Handling Type will be Answered and the Queue Handling will be “Unknown”. |
| Queue Final Destination | Queue Final Destination matches with Queue Final Action. Queue Final Destination shows where the call ended within the Queue. Some examples would be the Agent that completed the call, the User an Agent transferred the call to, or the Queue the call was forwarded to. |
Queue Detail Fields #
| Field Name | Field Group | Description |
| Agent | Queue Details | The Agent that handled the call. |
| Call Direction | Call Origination | Whether the call was Inbound or Internal. |
| Call Final Action | Call Completion | The action that ended the call. |
| Call Final Destination | Call Completion | The destination at the end of the call. |
| Call Final Time | Call Completion | The time the call ended. |
| Call Final Transfer Depth | Call Completion | The number of times the call was transferred or forwarded. |
| Call Original Destination | Call Origination | The original destination called by the Caller. |
| Call Original Start Time | Call Origination | The time the call originally started. |
| Caller | Call Origination | The party that placed the call. |
| Caller Final Interaction Time | Call Completion | The total time the Caller was on the phone. |
| Caller Interaction Time | Call Transfers | How long the Caller has been on the phone before being directed to the queue. |
| Caller Location | Call Origination | The City and State on the Phone Number of the call. |
| Presented Agents | Queue Details | The number of times the call was presented to an Agent. |
| Queue | Queue Details | The Queue the call was directed to. |
| Queue Disposition | Queue Details | Whether the call was Answered or Missed. |
| Queue End Time | Queue Details | The time the call ended before transferring to an agent, forwarding to a different destination, or being abandoned by the caller. |
| Queue Final Action | Queue Details | The final action taken by the Queue or Agent. |
| Queue Final Destination | Queue Details | The destination of the call after the Queue. |
| Queue Handling | Queue Details | The Agent that took the call or the Call Handling Type |
| Queue Handling Type | Queue Details | How the call was handled by the Queue. |
| Queue Source | Queue Details | The party that directed the call to the queue. |
| Queue Source Type | Queue Details | The type of party that directed the call to the queue. |
| Queue Start Time | Queue Details | The time the call started in the queue |
| Queue Time | Queue Details | How long the Caller was waiting in the queue before the call was answered. |
| Talk Time | Queue Details | How long the Agent talked to the Caller. |
| Transfer Depth | Call Transfers | How many transfers occurred before the call was directed to the queue. |
Agent Detail Fields #
| Field Name | Field Group | Description |
| Caller | Call Origination | The party that placed the call. |
| Caller Location | Call Origination | The City and State on the Phone Number of the call. |
| Agent Start Time | Agent Details | The time the call started at the Agent. |
| Agent End Time | Agent Details | The time the call ended at the Agent. |
| Talk Time | Agent Details | How long the Agent talked to the Caller |
| Queue | Agent Details | The Queue the call was directed to. |
| Agent | Agent Details | The Agent that handled the call. |
| Answered | Agent Details | Whether the call was answered or not. |
| Agent Final Action | Agent Details | The final action taken by the Agent. |
| Agent Final Destination | Agent Details | The destination of the call after the Agent. |