Agent Details

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

Column

Description

Direction

Direction of call (Inbound/Outbound).

Start

Start date/time of call.

End

End date/time of call.

When

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

Name

Name of caller

Number

Number of caller

Length

Total call length (ring time plus talk time)

Ringing

Amount of time the call was ringing the agent.

Talk Time

Amount of time the agent and caller were connected.

OU

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

Agent Name

Name of agent that connected with the caller.

Missed

Displays if the agent missed the call.

Rejected

Displays if the agent rejected the call.

Is Direct Call

Displays if the call was a direct call (not a contact center queue call).

Connected

Displays if the caller was connected to the agent.

Scenario Id

Microsoft Teams Call ID

Average Sentiment

Average Sentiment for the call.

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