For the complete documentation index, see llms.txt. This page is also available as Markdown.

Agent Details

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Displays agent detail records from the agent perspective. Data Access Policies control what CDR data users can view.

For report options (e.g., filtering), See Report Options

Column
Description

"..."

Button that displays actions that can be performed on that record.

Direction

Direction of interaction (Inbound/Outbound).

Start

Start date/time of interaction.

End

End date/time of interaction.

When

Start time of interaction in relation to the current date/time.

Contact Name

Name of contact

Contact Id

Id of contact

Length

Total interaction length (ring time plus handle time)

Ringing

Amount of time the interaction was ringing the agent.

Handle Time

Amount of time the agent and contact were connected.

Wrapup Time

Amount of time the agent spent in wrapup.

OU

Displays the organization unit where the interaction detail record is stored.

Agent Name

Name of agent that connected with the contact.

Missed

Displays if the agent missed the interaction.

Short Missed

Displays if the agent was alerted less than the queue alert timeout.

Rejected

Displays if the agent rejected the interaction.

Is Direct Interaction

Displays if the interaction was a direct call.

Connected

Displays if the contact was connected to the agent.

Scenario Id

Unique Id of interaction

To

Displays where an agent transferred the call

Average Sentiment

Average Sentiment for the call.

Score Status

Quality management score status.

Data Value 01-20

Value populated in the IVR for these fields. See Data Collection

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