Drilldown Report

The procedure below describes how to generate an Overall report.

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To generate a Drilldown report:

Open the Call Queue Drilldown page (Reports > Call Queues Reports > Drilldown); the following appears:

Select the appropriate filter fields:

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Queue Name: Select a specific queue name or 'Any' to show statistics for all call queues.

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Date From: Defines the From Date from which the calls were made.

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Date To: Defines the To Date that calls were made till.

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Call Source: Defines the source that calls were made from.

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Call Destination: Defines the destination that calls were routed to from the queue.

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Wait Time: Defines the call waiting time in the queue.

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Status: Defines the disposition of the call when leaving the queue. For an explanation of the different statuses, see Call Dispositions.

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Timezone Display Mode: Define this report in different time zones. The time zone of calls can be one of the following options:

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Tenant Time zone: Defines the information in this report based on the tenant configured time zone.

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Flow Time zone: Defines the information in this report based on the time zone configured under the Telephony settings.

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Local Time zone (Web): Defines the information in this report based on the browser local time zone.

The following is a description of the report fields:

Field	Description
Queue Name	Defines the Queue name that got the call.
Source	Defines the originator’s telephone number (ANI – Automatic Number identification).
Destination	Defines the telephone number that was dialed by the caller.
Start Time	Defines the date and time that the call was started.
End Time	Defines the date and time that the call was transferred, abandoned, or reached the overflow limit.
Timezone	Defines the time zone of the call.
Duration	Defines the time between when the call is inserted into the queue until the call was transferred, abandoned, or reached the overflow limit.
Status	Defines if the call was transferred, abandoned, or reached the overflow limit.