Introduction #
This page describes the fields available for the Microsoft Teams Agent Detail Report Template.
Licensing #
- If you have the Basic or Essentials Plan, this template will include only the calls an Agent receives from a Queue.
- If you have the Professional or Enterprise Plan, this template will include the calls an Agent receives from a Queue, calls the Agent receives directly, and calls the Agent made.
- Tip: If you would like to filter for only the calls the agent receives from a Queue, you can filter for a Source Type of Queue.
Available Fields #
| Field Name | Field Group | Description |
| Start Time | Leg Details | The time the call was directed to the agent |
| Source Action | Leg Details | The action taken to get the call to the agent |
| Source | Leg Details | The party that directed the call to the Agent |
| Destination | Leg Details | The agent |
| Agent | Leg Details | The agent that placed or received the calls. |
| Disposition | Leg Details | Whether the call was Answered or Missed |
| Final Action | Leg Details | How the call leg finished |
| Final Destination | Leg Details | The destination of the call if the call was transferred, otherwise the person that handled the call. |
| Final Action Time | Leg Details | The time the last action was taken on the call leg. This is either time the call leg ended or someone else was conferenced in. |
| End Time | Leg Details | The time the call leg ended. |
| Duration | Leg Details | The time from the call leg started until it ended. |
| Queue Final Action | Queue Details | The Final Action of the Queue record the agent took the call from. Useful for determining how a call was handled if the Agent missed the call. |
| Queue Final Destination | Queue Details | The Final Destination of the Queue record the agent took the call from. Useful for determining how a call was handled if the Agent missed the call. |
| Caller Interaction Time | Call Transfers | How long the Caller has been on the phone before being directed to the agent. |
| Transfer Depth | Call Transfers | How many transfers occurred before the call was directed to the agent. |
| Call Original Start Time | Call Origination | The time the call originally started. |
| Call Direction | Call Origination | Whether the call was originally Inbound, Outbound, or Internal. |
| Caller | Call Origination | The party that placed the call. |
| Call Original Destination | Call Origination | The original destination called by the Caller. |
| Call End Time | Call Completion | The time the call ended. |
| Caller Final Interaction Time | Call Completion | The total time the Caller was on the phone. |
| Call Final Transfer Depth | Call Completion | The number of times the call was transferred or forwarded. |
| Call Final Action | Call Completion | The action that ended the call. |
| Call Final Destination | Call Completion | The destination at the end of the call. |