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 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.