Connected Calls Detail - Agent Wise Report
Agent-wise outbound call report - Show call details for each agent connected call (date-wise)
It doesn’t include any sort of abandoned calls
Technical Consideration
Depends on:
Pull outbound call CDR from Cisco database containing the following information.
Field Name | Description | Report Filters | Comments |
|---|---|---|---|
Campaign | Name of the campaign | Campaign Name | |
DateTime | Date of the row record (dialed datetime) | Datetime (range) | |
Number Called | The dialed phone number of the customer | Wrapup(s) | No timestamp available for creation (Ahmad to make this part of a patch release with the bugs identified).
Note: part of root |
Call Duration | Total time duration of the call in seconds | *Agent | |
Agent ID | ID of the agent who handled the call. Includes comma-separated IDs of agents if multiple agents were involved in handling the call. |
| JH: If an outbound call is transferred, it no longer an outbound |
Agent Name | Name of the agent who handled the call. Includes comma-separated names of agents if multiple agents were involved in handling the call. |
| |
Agent Team | Name of the team to which the agent belongs. |
| |
Agent wrap-ups (only for EFCC Voice) | Wrapups provided by agents if it is an agent-based call. |
| Wrap-up data available for a conversation: Rohoil Wraps not pushed for a conversation from Cisco. |
Filters & Layout
The report will have 1 row for each agent interaction (connected call with a customer).
Campaign Name
Datetime (range)
Wrapup(s)
The warp-up list should not only come from the wrap-up form but also from the wrap-ups already submitted, i.e. Show a list of submitted wrapups not in the warp-up form.
*Agent(s) (all calls handled by a specific agent(s) )
no agent is selected by default (data for all agents displayed.)
Optional
Teams (all calls handled by a specific team(s) )