Direction of call (Inbound/Outbound).
Start time of call in relation to the current date/time.
Total call length (wait time plus talk time)
Amount of time the caller has waited in the queue before connecting with the agent
Amount of time the agent and caller were connected.
Name of agent that connected with the caller.
Displays if the call originated from an IVR or another Contact Center Queue.
Displays if the call was transferred to an IVR or another Contact Center Queue.
Agent user principle name.
Displays if the caller requested a callback.
Displays if the caller requested to leave a voicemail.
Displays if the call timed out in the queue.
Queue Timeout With No Available Agents
Displays if the call immediately timed out because no agents were either signed into the queue or had their agent status in an available state.
Displays if the caller disconnected the call before the call was connected to an agent or the call timed out.
Displays if the call was outside of business hours.
Displays if the call that met the specified queue service level.
Displays the organization unit where the call detail record is stored.