Handle Time For Individual Call

[smith1546]

Hi All,

We are attempting to run a report that will give us data for a specific call. Any help on how to achieve this is much appreciated. I've provided an example of the data we are looking to collect below:

Advisor Login ID
Time Call Was Answered
Talk Time
Hold Time
After Call Work Time
Any Outbound Time (During Hold or ACW)

Ideally, we would like to either specify the interval the call was answered within, or get a list by day so that we can tie an observed time (side by side) to the time logged within CMS. The trouble we are running into with the split skill report is that time in each of the states may cross into the next interval which muddys the water. We are looking to run a report where (for example) we can identify the call that was answered at 12:23pm and sum the total call time. From there we would like to compare it to our observed time with a stopwatch. Again, any help is appreciated!

Jason

[shaikht]

Hi Jason,

CMS have call record data report which can give call by call details. Normally, it have only last 99999 records incase CMS is on latest version(r17). If you want whole data, you need to integrate ECHI with CMS and reports need to pull on ECH.

I hope it helps.

Call Records report


--------------------------------------------------------------------------------
The Call Records report allows you to view selected information about each call. For example, you might have a caller that complained about being put on hold three times and then transferred. This report gives you this type of information about a call.
Things to know about this report
Here are some things to know about this report:
Call Records allow you to view information about particular calls. Each call is represented by one or more records, because a new record is created whenever the call is conferenced or transferred. However, all records for a particular call will have the same call ID, so that you know the records represent the same call.
With call records, the call is tracked up until it is transferred or conferenced. At the point of a conference or transfer, a new call record is generated for the call.
The standard Call Records report is provided as a model for customized call record reports. Most call record reporting will need to be done from Designer reports tailored to your needs.
If you are customizing the Historical Call Record report with Report Designer, the Disposition report field will display the numerical values for DISPOSITION, and not the state names. For more information, see the Database Items and Calculations section of the Help.
For a complete listing of the call record historical database items, see the Database Items and Calculations section of the Help.
The call_rec table includes many items that are not displayed in the standard report.
This report gives you information on specific calls. It is based only on the start and stop dates and times that you enter.
The database items for the Call Records report are stored in the call_rec table.
Call Records report input fields
The following table describes the fields on the input window. You must fill in the window to run the report.
Field
Definition

Start date
Enter the date from which you want the reporting period to start. The report runs for all calls answered by the ACD from the Start date and Start time through the Stop date and Stop time.

Start time
Enter the time from which you want the reporting period to start. Use any of the following formats:
AM/PM (for example, 7:30AM or 5:00PM)
24-hour notation (for example, 7:30 or 17:00)

Stop date
Enter the date you want the report to run through. The report will be run for all calls answered by the ACD from the Start date and Start time through the Stop date and Stop time.

Stop time
Enter the time that you want the report to stop. Use any of the following formats:
AM/PM (for example, 7:30AM or 5:00PM)
24-hour notation (for example, 7:30 or 17:00)

Destination
Choose a report destination. You can select View Report on Screen or Print Report on and then use the Select Printer button to print the report on any Windows printer. The default printer is shown.



Call Records report description
The following table describes the report fields for the time period covered by the report.
Report heading
Description
Database item, calculation, or <calculation name>

Date
The day, week, or month for which the report ran. You can make these selections in the report input window.
ROW_DATE

ACD
The number of the ACD that handled this call.
syn(ACD)

Call ID
A unique number assigned to this call and all its segments. Note that in the case of a conference or transfer, when the data for the conference/transfer is recorded, the same call ID will be recorded for all call segments of the conference/transfer. In the case of meet-me conferences, this may result in higher-numbered segments of the call starting before the first segment on the call. Call IDs are not necessarily strictly sequential, but will be unique for calls over a day.
CALLID

Segment
The number of the call segment. Segment numbers are from 1 up to the number of segments in the call.
SEGMENT

Date
The starting date for the segment.
ROW_DATE

Start Time
The starting time for the segment.
ROW_TIME

Calling Party
The Automatic Number Identification (ANI)/Station Identification (SID), extension or trunk equipment location identifying the originator of the call This field is blank if the trunk is not measured or, for internal calls, if the originating extension is not measured.
CALLING_PTY

Dialed Number
The number the caller dialed. This will be the VDN for inbound vectoring calls and dialed digits for outbound calls. This will be blank for inbound calls without vectoring.
DIALED_NUM

Disposition
Indicates what happened to the call in the call segment. The possibilities are: 1=connected (CONN), 2=answered (ANS), 3=abandoned (ABAN), 4=interflowed (IFLOW), 5=forced busy (FBUSY), 6=forced disconnect (FDISC), and 7=other (OTHER).
A connected call is a non-ACD call to a measured agent for which CMS receives an indication that the call was connected.
An answered call is any split/skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent.
An abandoned call is any call for which CMS receives notification that the caller abandoned. This includes calls with talk times shorter than the phantom abandoned call timer.
An interflowed call is a call that was redirected to an off-site destination.
Forced busy calls are calls that CMS records as BUSYCALLS for the trunk group that carried them. For communication servers with vectoring, these are VDN calls that received a forced busy from the busy vector command. For the ECS, calls that receive a busy indication because the split queue was full (or there was no queue) are recorded here.
Forced disconnect calls are VDN calls that are disconnected by the communication server due to the execution of a disconnect vector command. Forced disconnect calls also include calls disconnected because of the disconnect vector timer or because they reached the end of vector processing without being queued.
DISPOSITION

Disposition Time
The amount of time the call waited until its disposition (in the vector, in queue, and ringing). For extension calls made directly to agents (not through a VDN), this will always be zero.
DISPTIME

Split/Skill
The number of the split or skill associated with the call at its disposition in this call segment. Calls that were not queued to a split or skill at the time of disposition will have this item set to blank. Calls that were queued to an unmeasured split or skill at the time of disposition will have this item set to zero.
DISPSPLIT

Ans Logid
The login ID of the agent who answered the call in this segment. This field is blank for unmeasured extensions when EAS is not active.
ANSLOGIN

Talk Time
The time an agent spends talking on a call. This does not include the time the caller is on hold.
TALKTIME

Hold Time
The total time the call was put on hold by the answering agent, in seconds, in this call segment. Note that in agent-to-agent calls, Hold Time is accrued for the answering agent if the agent puts the call on hold, but not for the other agent (who continues to accrue talk time).
For communication servers, Hold Time includes all calls held.
ANSHOLDTIME

ACW Time
The time spent, in seconds, in After Call Work (ACW) related to this call by the answering agent in this segment.
ACWTIME

Trans Out
This indicates whether the answering agent initiated a transfer on this call segment. Valid values for Trans Out are 0=NO, 1=YES.
Trans Out is set for any call transferred.
TRANSFERRED

Conf
This indicates whether this call segment represents part of a conference (0= NO, 1=YES).
CONFERENCE

Assist
This indicates if the answering agent in this segment requested supervisor assistance on this call (0= NO, 1=YES).
ASSIST

Last Call Work Code
The last call work code entered by the answering agent in this segment.
LASTCWC