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 |
| Source | Where did the call come from? | Call — Regular inbound, outbound, or internal call
Transferred From –Call was transferred from a Queue, Hunt Group, Auto-attendant, User, Device, Virtual Line, Webex Contact Center Forwarded By — Queue, Hunt Group, Auto-attendant, User, Device, Virtual Line, Webex Contact Center Conferenced In — Queue, Hunt Group, Auto-attendant, User, Device, Virtual Line, Webex Contact Center |
| Disposition | How was the call handled? | Answered – The call was Answered by an Agent Missed – The call was not answered by an agent |
| Handling Action | 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 Forwarded – The call was forwarded to another party.
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| Final Action | What was the final action taken by the Queue or the Agent that answered the call? | Abandoned by Caller – the caller ended the call.
Completed by Agent – An agent completed the call.
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Related Fields #
| Field Name | Description |
| Source | Source matches with Source Type. Source will show where the call came from when it entered the queue. Some examples: If Source Type is Direct, Source will be the Phone Number/User that placed the call. If Source Type is Auto-Attendant, Source will be the Auto-Attendant that transferred the call to the Queue. |
| Handling | Handling matches with Handling Type. Handling will show the Agent that answered the call when the call is Answered, or match 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 Handling Type will be Answered, and the Handling will be “Unknown”. |
| Final Destination | Final Destination matches with Final Action. 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 |
| 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. |
| Caller Interaction Time | Call Transfers | How long the Caller has been on the phone before being directed to the queue. |
| Transfer Depth | Call Transfers | How many transfers occurred before the call was directed to the queue. |
| 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. |
| Releasing Party | Call Completion | Who ended the call. |
| Start Time | Leg Details | The time the call started in the queue. |
| Source Action | Leg Details | The action taken to get the call to the queue |
| Source | Leg Details | The party that directed the call to the queue. |
| Queue | Leg Details | The Call Queue |
| Wait Time | Leg Details | How long the Caller was waiting in the queue before the call was answered |
| Disposition | Leg Details | Whether the call was answered or missed. |
| Handling Action | Leg Details | Whether the call was Answered, Abandoned, or Forwarded. |
| Handled By | Leg Details | If the call was answered, the agent that took the call |
| Answer Time | Leg Details | If the call was answered, the time the Agent answered the call. |
| Talk Time | Leg Details | If the call was answered, how long the Agent was on the phone. |
| Final Action | Leg Details | How the call leg finished |
| Final Destination | Leg Details | The destination of the call if the call was transferred/forwarded, 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 |
| Total Time | Leg Details | The total time for the call leg. |