Worker Call Report
The Worker Call Report presents a summary of each call that is dialed and received by the Worker. The report also includes the type of each call (Inbound/Outbound).
|
➢
|
To generate an Worker Call Report: |
|
1.
|
Open the Worker Call Report page (Reports > Interaction Center Reports > Voice Reports > Worker Call Report); the following appears: |
|
2.
|
Select the appropriate filter fields to generate your report: |
|
●
|
Date From: Defines this report for a specific time range. |
|
●
|
Date To: Defines this report for a specific time range. |
|
●
|
Workers: Defines information that is related to a specific worker. |
|
●
|
Workers Extension: Defines information that is related to a specific extension. |
|
●
|
Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues. |
|
●
|
Called Number: Defines information that is related to a specific destination number. |
|
●
|
Call ANI: Defines information that is related to a specific source number. |
|
●
|
Call Type: Defines information that is related to a specific call type: |
|
◆
|
Any: Defines the information that is related to inbound and outbound calls. |
|
◆
|
Inbound: Defines the information that is related to all the inbound calls. |
|
◆
|
Outbound: Defines the information that is related to all the outbound calls. |
|
●
|
Timezone Display Mode: Display this report in different time zone. The time zone of calls can be one of the following options: |
|
◆
|
Tenant time zone: Display the information in this report based on the tenant configured time zone. |
|
◆
|
Flow time zone: Display the information in this report based on the time zone configured under the Telephony Setting settings. |
|
◆
|
Local time zone (Web): Display the information in this report on the browser local time zone. |
|
3.
|
The following is a description of the report fields. |
|
|
|
| Worker Name |
Defines the name of the worker.
|
| Worker Extension |
Defines the extension of the worker.
|
| Call Start Time
|
Defines the date and time the call started.
|
| Call End Time
|
Defines the date and time the call ended. |
|
Call Type
|
Defines whether the call was inbound or outbound.
|
|
Answering Device
|
Defines whether the call was answered via the Voca Worker App or via Microsoft Teams.
|
|
Call Duration
|
Defines the
duration of the call.
|
| Status
|
Defines whether the call was ‘Accepted’ or ‘Declined’ by the worker.
|
| Called Number
|
Defines the telephone number that the caller dialed.
|
|
Call ANI
|
Defines the originator's telephone number (ANI = Automatic Number
Identification).
|
|
Call Routed Queue
|
Defines the queue to which the call is queued.
|
| Call Skills
|
Defines the skills that are associated with the queue to which the call is routed. |
|
Talk Time
|
Defines how long the worker was in the talking state.
|
| Hold Time
|
Defines how long the call was put on hold.
|
|
4.
|
Click Generate to generate the report; click Export CSV to export the report in CSV format. |
