The Reporting page shows information at a queue, agent, or caller level. Access is granted via the Report Viewer role, assigned at the Queue level, giving the user access to reports related to that queue.
Queue-based reports (such as Queue Summary, Queue Detail) show data scoped to the assigned queue only.
Agent-based reports (such as Agent Summary, Agent Detail, Agent Log) reflect an agent’s overall activity, so they’re organized around the agent rather than the queue. As a result, a user with Report Viewer access to an agent through one queue also sees that agent’s data from any other queue they belong to.
Caller-based reports (such as Caller Summary, Caller Detail) are organized around the caller rather than a single queue, and a single call may involve more than one queue.
The information can be downloaded as a CSV file, or accessed via an API.
Queue Summary
Item
Definition
API Source
Formula
Queue Name
Name of the queue the call was routed through.
QueueExport
Total
Total number of queue requests received by the queue (-action in the callflow)
RequestExport
Answered
Total number of queue requests with AnsweredByAgentId is not null / HangingRequest / TransferFailed
RequestExport
Total Queue requests with AnsweredByAgentId is not null / hangingRequest / Transferfailed
Abandoned
Total number of queue request that had a different result other than answered (could be disconnect, but also timeout / cancel)
RequestExport
Total Queue requests with different result other than answered (could be disconnect, but also timeout / cancel)
Avg. talk time
Average talk time per answered request
CallDataExport
Average of the difference between [Start Time] and [End Time], excluding HangingRequest and TransferFailed.
Avg. queue time
Average time a request was queued (answered and abandoned)
RequestExport
Average of the difference between [DateTimeRequested] and [DateTimeFinished], excluding HangingRequest.
Max. queue time
Max time a request was queued (answered and abandoned)
RequestExport
Maximum of the difference between [DateTimeRequested] and [DateTimeFinished], excluding HangingRequest.
Service Level
Percentage score of configured Queue Service Level.
RequestExport
(Total amount of Queue requests answered within configured seconds / total amount of Queue requests) * 100 Where amount of Queue requests are total number of Queue requests with AnsweredByAgentId is not null / hangingRequest / Transferfailed
Queue Detail
Item
Definition
API Source
Formula
Start date time
Start time of the call
CallDataExport
Direction
Inbound
CallDataExport
Queue name
Name of the queue the call was routed through.
QueueExport
Caller name
Caller’s name if found in CRM; otherwise, empty.
CrmResults
Caller company
Caller’s company name if found in CRM; otherwise, empty
CrmResults
Phone number
CallerID of the external participant
CallDataExport/CrmResults
Failure
Indicates if something went wrong with transferring the call, such as a problem with the Teams client.
RequestExport
Requests.AnsweredByAgentId in TransferFailed or HangingRequest
Abandoned
Indicates when the caller hangs up while in the queue or timeout/cancel.
RequestExport
Total Queue requests with different result other than answered (could be disconnect, but also timeout / cancel)
Redirect
Indicates when the call is redirected, for example, after a timeout to voicemail.
CallDataExport
Total time
Total duration from receiving the call until hang-up.
CallDataExport
[End Time] – [Start Time]
Talk time
Total duration of talk time during the call starting from First Agent pickup time.
CallParticipantExport
Agent [Left] – Agent [Joined] (only the initial Agent interaction in a conversation is counted)
Wait time
Total duration of time spent waiting in the queue before being connected to an agent in this queue.
RequestExport
[DateTimeFinished] – [DateTimeRequested]
Agent name
Name of the agent handling the call.
AgentExport
Agent summary
Item
Definition
API Source
Formula
Agent Name
Name of the agent.
AgentExport
Total logged in time
Total time the agent is logged into the Queue (excluding “off work” state)
Total time the agent spent in the ‘Ready’ status while active in Queue (formal).
AgentEventLog
Total time of [Available]
Total busy time
Total time the agent spent in the ‘Busy’ status while active in Queue (formal).
AgentEventLog
Total time of [Busy]
Total away time
Total time the agent spent in the ‘Away’ status while active in Queue (formal).
AgentEventLog
Total time of [Away]
Avg. answer time
Average time before the agent answers an offered HuntRequest.
AgentEventLog
Average of [InCcCall] – [Reserved]
Avg. talk time
Average talk time per HuntRequest.
AgentEventLog
Average of [InCcCall] – [EndCall]
Total
Total number of offered HuntRequests by the agent without “Busy Here”-results.
AgentEventLog
Total of [Reserved]
Answered
Total number of HuntRequests answered by the agent.
AgentEventLog
Total of [InCcCall]
Unanswered
Total number of HuntRequests offered to the agent but requests were finished for any other reason then answered/rejected/timeout
AgentEventLog
Total of all Huntrequests without state answered/rejected/timeout
Rejected
Total number of HuntRequests rejected by the agent.
AgentEventLog
Total of [8538] and [Decline]
Timeout
Total number of HuntRequests offered to the agent but returned to the queue after a timeout.
AgentEventLog
Total of [8542] and [Timeout]
Agent detail
Definition
API Source
Formula
Agent name
Name of the agent.
AgentExport
Direction
Incoming
CallDataExport
Start date time
Start Time of the HuntRequests offered to the Agent
CallDataExport
Queue
Name of the queue the call was routed through
QueueExport
Caller name
Caller’s name if found in CRM; otherwise, empty.
CrmResults
Caller company
Caller’s company name if found in CRM; otherwise, empty
CrmResults
Phone number
CallerID of the external participant
CallDataExport/CrmResults
Result
Outcome of the call, categorized as follows:
Answered: Call is answered by the agent. (Condition: When AgentEvent type is ‘InCcCall’.)
Not Answered: Call is offered to the agent, but the caller hangs up before answering, or system failures during the invite of an agents. (Default condition.)
Answered by Other: Call is answered by another agent. (Condition: When Parameter 2 is ‘Accepted’.)
Abandoned: Caller hangs up while in the queue. (Condition: When Parameter 2 is ‘EndHuntRequest’. This doesn’t have to mean that the call was abandoned.)
Declined: Total calls rejected by the agent. (Condition: When Parameter 2 is ‘8538’ or ‘Decline’.)
Timeout: Calls offered to agent but returned to the queue after a timeout. (Condition: When Parameter 2 is ‘8542’ or ‘Timeout’.)
AgentEventLog
Ring time
Time the caller rings at the agent before answering.
AgentEventLog
[InCcCall] – [Reserved]
Talk time
Total talk time during the call.
AgentEventLog
[EndCall] – [InCcCall]
Agent log
Item
Definition
API Source
Formula
Agent name
Name of the agent.
AgentExport
State transition time
Timestamp indicating when the agent’s state changed
AgentEventLog
[EventDateTime]
Agent state
New state of the agent after the transition.
AgentEventLog
Queue
Name of the queue the Agent was active in.
QueueExport
Queue detail (Outbound)
Item
Definition
API Source
Formula
Start date time
Start time of the call
CallDataExport
Queue name
Name of the queue the call was initiated from
QueueExport
Caller name
Caller’s name if found in CRM; otherwise, empty.
CrmResults
Caller company
Caller’s company name if found in CRM; otherwise, empty
CrmResults
Phone number
CallerID of the external particpant
CallDataExport/CrmResults
Total time
Total duration of the conversation in seconds.
CallDataExport
[End Time] – [Start Time]
Talk time
Total duration of the connected time of the conversation in seconds.
CallDataExport
[End Time] – [Connected Time]
Wait time
Total duration of the wait/ring time before the conversation connected in seconds.
CallDataExport
[Connected Time] – [Start Time]
Agent name
Name of the agent initiated the call.
AgentExport
Agent detail (Outbound)
Item
Definition
API Source
Formula
Agent name
Name of the agent initiated the call.
AgentExport
Start date time
Start time of the call
CallDataExport
Queue name
Name of the queue the call was initiated from
QueueExport
Caller name
Caller’s name if found in CRM; otherwise, empty.
CrmResults
Caller company
Caller’s company name if found in CRM; otherwise, empty
CrmResults
Phone number
CallerID of the external particpant
CallDataExport/CrmResults
Total time
Total duration of the conversation in seconds.
CallDataExport
[End Time] – [Start Time]
Talk time
Total duration of the connected time of the conversation in seconds.
CallDataExport
[End Time] – [Connected Time]
Wait time
Total duration of the wait/ring time before the conversation connected in seconds.
CallDataExport
[Connected Time] – [Start Time]
Resource Account (Outbound)
Item
Definition
API Source
Formula
Start date time
Start time of the call
CallDataExport
Resource Account
Name of the outbound resource account.
CallDataExport
Caller name
Caller’s name if found in CRM; otherwise, empty.
CrmResults
Caller company
Caller’s company name if found in CRM; otherwise, empty
CrmResults
Phone number
CallerID of the external participant
CallDataExport/CrmResults
Total time
Total duration of the conversation in seconds.
CallDataExport
[End Time] – [Start Time]
Talk time
Total duration of the connected time of the conversation in seconds.
CallDataExport
[End Time] – [Connected Time]
Wait time
Total duration of the wait/ring time before the conversation connected in seconds.
CallDataExport
[Connected Time] – [Start Time]
Agent name
Name of the agent initiated the call.
AgentExport
Caller summary
Item
Definition
API Source
Formula
Caller
Caller’s phone number, sip or label.
CallDataExport/CrmResults
Total
Total number of calls made by specific caller.
CallDataExport
Answered
Number of answered calls per specific caller.
CallDataExport/RequestExport
Redirected
Shows for specific caller a number of redirected calls, for example, after a timeout to voicemail or to Transfer actions.
CallDataExport
First queue handled
Number of calls handled in the first queue per specific caller. Single request for single call which was answered by the agent.
CallDataExport/RequestExport
Avg. Interaction Time
Average call interaction time per specific caller.
CallDataExport/RequestExport
Summation difference between [DateTimeFinished] and [Ended] per total of answered calls.
Avg. Pickup Time
Average call answering time per specific caller.
CallDataExport/RequestExport
Summation difference between [started] and [DateTimeFinished] per total of answered calls.
Caller detail
Item
Definition
API Source
Formula
Start date time
Time of call entering the platform.
CallDataExport
Caller name
Caller’s name if found in CRM; otherwise empty.
CallDataExport/CrmResults
Caller company
Caller’s company name if found in CRM; otherwise empty.
CrmResults
Phone number
Caller’s phone number, sip or label.
CallDataExport/CrmResults
Called
Called phone number.
CallDataExport
First queue offered
Name of the Queue where call was offered first.
QueueExport
First queue start
Time when call arrived to first Queue.
RequestExport
[dateTimeRequested]
First queue duration
Duration how long call remained in the first Queue.
RequestExport
[dateTimeFinished] – [dateTimeRequested]
Pickup queue
Name of the Queue where call has been answered.
QueueExport
Pickup queue start
Time when call arrived to pickup Queue.
RequestExport
[dateTimeRequested]
Pickup queue duration
Duration how long call remained in pickup Queue before actual answer.
RequestExport
[dateTimeFinished] – [dateTimeRequested]
Total time
Total duration from start of the call until hang-up.
CallDataExport
[End Time] – [Start Time]
Agent name
Name of the agent handling the call.
AgentExport
Abandoned
Indicates when the caller hangs up while in the queue or timeout/cancel.
RequestExport
Request with no agent assigned, that are not redirected in the callflow (possible causes include disconnect, timeout or cancel).
Redirect
If redirected; shows phone number or sip into where redirection was done in the callflow; otherwise empty.
CallDataExport
Callflow ID
ID of the callflow to which the call has arrived.
CallDataExport
Caller not queued
Definition
API Source
Formula
Start date time
Time of call entering the platform.
CallDataExport
Phone number
Caller’s phone number or label.
CallDataExport
Caller name
Caller’s name if found in CRM; otherwise empty.
CallDataExport/CrmResults
Caller company
Caller’s company name if found in CRM; otherwise empty.
CrmResults
Called
Called phone number.
CallDataExport
Total time
Total duration from start of the call until hang-up.
CallDataExport
[End Time] – [Start Time]
Redirect
If redirected; shows phone number or sip into where redirection was done; otherwise empty.
