NextOS Call Center: Call Detail Report

Run this report from the Supervisor Dashboard.
 

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

Report Input

Scope: Select all call centers or just one specific call center.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

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

Call Center Name - Name of the call center the call came from.

Call Start Time - The date and time the call entered the call queue. This is based on the time zone set in the supervisor's profile.

Call Answer Time - The date and time the call was answered by an agent. This is based on the time zone set in the supervisor's profile.

Call End Time - The date and time the call ended. This is based on the time zone set in the supervisor's profile.

Caller's Number - The phone number the caller initiated the call from.

Policy Applied - Indicates if a call center policy was applied to the call, an example would be Night Service.

Call Result - List call as answered, abandoned, escaped, or overflowed depending on what happened during the call.

Wait Time - Lists time the call waited in queue before being sent to an agent.

Transfer Number - If a supervisor transferred the call from the call queue to a different extension, this will show where the call was transferred to.

Number of Bounces - The number of times the call was bounced by agents before being answered.

Bounced Transfer Number - If configured this will reflect where a call was transferred after bouncing.

Talk Time - Shows time caller spent on the line with agent.

Hold Time - Shows time the caller was on hold on the agent's line.

Wrap Up Time - Show the amount of wrap up time the agent had after that call.

Agent Transfer Number - Shows the number or extension the agent sent the call to.

Disposition Codes - Shows the disposition code assigned to the call by the agent.