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NextOS Call Center: Agent Call Detail Report

Article 000001193 · Updated Jun 19, 2025 · 3,095 views

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

 

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Report Input

 

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Scope: Select all agents or a specific set of agents.

NOTE: There is a limit of 100 agents in a single report.  If you are attempting to report on more than 100 agents, run multiple reports (select groups of 100 agents at a time).
 

Type: Run reports over a selected period or schedule a time for the report to be sent via email.

 

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

 

 

Report Output

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Agent Name - Name of agent.
Call Start Time - Time the call started. This time will reflect the time zone the supervisor has in their profile on their account.
Call End Time - Time the call ended. This time will reflect the time zone the supervisor has in their profile on their account.
Call Type - Type of call the agent made.

  • Inbound ACD - Inbound call from a call center.
  • Outbound ACD - For agents making a call using a DNIS number for outbound calls.
  • Internal - Inbound or outbound call within the enterprise (includes calls from call groups).
  • Inbound - Direct inbound call to user from outside the enterprise.
  • Outbound - Outbound call to a number outside the enterprise.

Skill Level - Skill level of the agent in the queue they answered the ACD call in. This will be blank if no skill levels or a non ACD call comes in.
Callers/Called Number - Phone number of the person calling.
Number Called - Shows the phone number or extension of the call center the caller reached.
Wait Time In Queue - Shows the time the caller was waiting in the queue before the call was presented to the agent.
Staffed - Indicates if the agent was signed in or signed out of the call center.
Talk Time - The amount of time the call was active on the agent's line.
Hold Time - The amount of time the caller was on hold on the agent's line.
Wrap Up Time - Amount of time the agent was in Wrap Up after the call (only shows for ACD calls).
Transfer Number - Phone number or extension the caller was transferred to.
Transfer Location - Indicates if the call was transferred inside or outside the enterprise.
Disposition Codes - Lists the disposition code assigned to the call.

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