Unity - Agent Call Detail Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Call Detail Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

This report outputs a table showing detailed information about each call an agent handled during their shift.

Column Header Definitions:

• Agent Name – Name of the agent.
• Call Start Time – Time the call started. This reflects the time zone set in the supervisor’s profile.
• Call End Time – Time the call ended. This reflects the time zone set in the supervisor’s profile.
• Call Type – Type of call the agent made:
  • Inbound ACD – Inbound call from a call center.
  • Outbound ACD – Outbound call using a DNIS number.
  • Internal – Inbound or outbound call within the enterprise (includes calls from call groups).
  • Inbound – Direct inbound call to a user from outside the enterprise.
  • Outbound – Outbound call to a number outside the enterprise.
• Skill Level – Skill level of the agent in the queue where they answered the ACD call. This will be blank if no skill levels are set or if the call was non-ACD.
• Caller/Called Number – Phone number of the person calling.
• Number Called – Phone number or extension of the call center the caller reached.
• Wait Time in Queue – Time the caller waited in the queue before the call was presented to the agent.
• Staffed – Indicates whether the agent was signed in or signed out of the call center.
• Talk Time – Amount of time the call was active on the agent's line.
• Hold Time – Amount of time the caller was on hold on the agent's line.
• Wrap-Up Time – Amount of time the agent spent in wrap-up after the call (only shown for ACD calls).
• Transfer Number – Phone number or extension the caller was transferred to.
• Transfer Location – Indicates whether the call was transferred inside or outside the enterprise.
• Disposition Codes – Lists the disposition code assigned to the call.