Description
This report indicates which transaction code was set for which call. Therefore, additional information like call data, ACD Group information of the call, time of the setting of the transaction code as well as the corresponding agent, who set the transaction code, is put out.
Settings of the Report
In addition to the standard settings "Output format" and "Period", the following additional settings are available
| Name | Value | Description |
|---|---|---|
| Transaction Codes |
| Selection of the transaction codes for which the report is to be created |
Selection Criteria
| Criterion | Description |
|---|---|
Period | Call Start (dtCallStart) within the indicated time intervals. |
Transaction Codes | Transaction Codes set for the call |
Columns
| Name | Value | |
|---|---|---|
Calls | Date / Time | Start Date of the call |
Start | Start time of the call | |
Agent Call Start ACD-TAC-001-02-ONLY | Start time of the call to the agent | |
Agent Ringing ACD-TAC-001-02-ONLY | Ringing time at the agent | |
Agent Call Connect ACD-TAC-001-02-ONLY | Time at which the call is connected to the agent | |
Agent Call End ACD-TAC-001-02-ONLY | Time at which the call with the agent is ended | |
Call Duration | Duration of the call | |
Call Duration ACD-TAC-001-02-ONLY | Call duration of the call at the agent | |
| Post Call Interval | Post Call Interval of the call (in case of additional, manually set post call interval time, it will be included as well) | |
Numbers | Head Numbers | Head number(Service Number) through which the call reached the processing agent |
ANumber | The caller’s number | |
Agent | Agents UID | Agent Name, First Name and in brackets the Agent Number (if assigned) |
ACD Configuration Group | ACD Groups | Configuration Group through which the call reached the agent. If only independent groups are used, the ACD Configuration Group is equal to the ACD Agent Group |
ACD Agent Group | ACD Groups | Agent Group through which the call reached the agent. If only independent groups are used, the ACD Configuration Group is equal to the ACD Agent Group |
Transaction Code | Name | The name of the set transaction code |
Export Key | Export Key of the set transaction code | |
Set | Time at which the transaction code was set | |