Queue Details
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Displays Queue detail records from the Queue perspective.
For report options (e.g., filtering), See Report Options
"..."
Button that displays actions that can be performed on that record.
Direction
Direction of call (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.
Queue Name
Name of Queue
Contact Name
Name of contact
Contact Id
ID of contact
Length
Total interaction length (wait time plus handle time)
Wait Time
Amount of time the contact has waited in the queue before connecting with the agent
Handle Time
Amount of time the agent and contact were connected.
Wrapup Time
Time the agent spent in wrapup
Agent Name
Name of agent that connected with the contact.
From
Displays if the interaction originated from an IVR or another Contact Center Queue.
To
Displays if the interaction was transferred to an IVR or another Contact Center Queue.
Agent UPN
Agent user principle name.
Callback Requested
Displays if the contact requested a callback.
Breakout Requested
Displays if the contact requested to breakout of the queue.
Timed Out
Displays if the interaction timed out in the queue.
Queue Timeout With No Available Agents
Displays if the interaction immediately timed out because no agents were either signed into the queue or had their agent status in an available state.
Abandoned
Displays if the contact terminated the interaction before the interaction was connected to an agent or the interaction timed out.
Short Abandoned
Displays if the interaction was short abandoned
Outside Business Hours
Displays if the interaction was outside of business hours.
On Holiday Hours
Displays if the interaction was during holiday hours
Transfer Type
Timeout action taken.
Service Level Achieved
Displays if the interaction met the specified queue service level.
OU
Displays the organization unit where the interaction detail record is stored.
Scenario Id
Unique Id of interaction
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