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