Call Details
Navigate to Analytics & Reports | Call Details
This report displays detailed information about a call. This includes IVR, queue, and agent details and recordings.
Enter a scenario Id of a call in the search box and then press the enter key. Detailed call information will appear below.
For report options (e.g., edit columns), See Report Options
A call scenario Id can be found in IVR Details, Queue Details, or Agent Details reports by enabling the scenario Id column in the column chooser.
A direct link can be created to display a specific call and tab. Use the following format: https://cc.landis.cloud/app/main/call/ + Call scenario ID + # + Tab name
Tab options are calldetails, recordings, or ivrdetails
See example URL below: https://cc.landis.cloud/app/main/call/56912e36-d9b3-4d08-b7e9-703f817038cb#recordings
Call Details
| Property | Description |
|---|---|
Start | Start date/time of call. |
End | End date/time of call. |
Length | Total call length |
Caller | Name of caller |
Caller Number | Number of caller |
Caller UPN | Caller user principle name |
Scenario Id | Call Scenario Id |
Call Entry Point | What queue or IVR first interacted with the call. |
Call handers are the objects that have interacted with the call. This report is best viewed sorted by start time ascending.
| Column | Description |
|---|---|
Direction | Direction of Call (Inbound/Outbound) |
ParticipantAdId | Entra ID object ID of call participant |
Participant Name | Name of call participant |
Participant UPN | User principal name of call participant |
Start | Start date/time of call |
End | End date/time of call |
Length | Total call length |
Call Handler Type | The object (Participant, IVR, or Queue) that has interacted with the call. |
Sentiment Enabled | Displays if Sentiment was enabled. |
Connected | Displays if the call was connected to an agent. |
Holding | Amount of time the caller has waited in the queue before connecting with the agent |
Ringing | Amount of time the call was ringing the agent. |
Recording File Reference | Recording folder and file name in Azure blob storage. |
Recording Mode | Call setting policy recording mode that was configured for the OU object. |
Leave Reason | Why the call left the object |
End Reason | Why the call was disconnected from the object |
OU Path | Displays the organization unit where the call detail record is stored. |
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