Unity - Call Center 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 Call Center 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.
  
  
• Filter Type: Select between Call Centers and DNIS.
  
  
• Filters: Choose specific call centers or DNIS to run the report for, or select All Call Centers or All Numbers at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates a table to display detailed information about each call that reached the call center.

Column Descriptions:

• Call Center Name – The name of the call center the call came from.
• Call Start Time – The date and time the call entered the call queue, 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, based on the time zone set in the supervisor's profile.
• Call End Time – The date and time the call ended, based on the time zone set in the supervisor's profile.
• Caller’s Number – The phone number the caller used to initiate the call.
• Policy Applied – Indicates if a call center policy was applied to the call (e.g., Night Service).
• Call Result – Lists whether the call was answered, abandoned, escaped, or overflowed, depending on what happened during the call.
• Wait Time – The time the call waited in the queue before being sent to an agent.
• Transfer Number – If a supervisor transferred the call from the call queue to a different extension, this shows where the call was transferred.
• Number of Bounces – The number of times the call was bounced by agents before being answered.
• Bounced Transfer Number – If configured, this reflects where a call was transferred after bouncing.
• Talk Time – The time the caller spent on the line with the agent.
• Hold Time – The time the caller was on hold on the agent's line.
• Wrap-Up Time – The amount of wrap-up time the agent had after the call.
• Agent Transfer Number – The number or extension the agent sent the call to.
• Disposition Codes – The disposition code assigned to the call by the agent.