Xtend - How to use - Contact Center

How to use

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

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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

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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

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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)	AgentEventLog	[eventDateTime] [Queue logoff] – [eventDateTime] [Queue logon]
Total ready time	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]

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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]

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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

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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

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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]

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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

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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.

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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

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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.	CallDataExport
Callflow ID	ID of the callflow to which the call has arrived.	CallDataExport

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