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.
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

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
Recordings
IVR Details
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 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 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
Last modified 19d ago