Call Details

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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 Handlers

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.

Recordings

Recordings displays all recordings that are associated with the call.

Selecting a recording from the list will allows the recording to be played and displays the sentiment and transcription.

Column	Description
Name	Recorded user name
Start	Start date/time of recording
Length	Length of recording
Recording Mode	Recording mode that was applied to the call.

IVR Details

IVR details displays IVR variables that have been initialized during the call.

Column	Description
IVR Name	Name of the IVR that initialized the variable
Time	Time the variable was initialized
Block Name	IVR Block that initialized the variable
Parameter Name	IVR variable name
Parameter Value	IVR variable contents
Block Type	IVR Block Type that initialized the variable