Agent Incoming Calls List

This report is a data export listing every external incoming call that was routed to an agent, irrespective of being answered or not answered. It is particularly useful for checking values such as ringing durations, talk times and hold times for individual agents.

You can filter the dashboard report to show statistics for particular agents.

Note: not all columns are shown (see below for full details).

Basic Information

Category	Agent
Custom or data export	Data export
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Data Export Fields

The following data export fields are displayed:

Data export field	Description
Call Date/Time	The local date and time of the call.
Originating Address	The caller's telephone number.
Destination Address	The destination address of the call. For a storm-registered deskphone, this is the IP address of the phone. For a PSTN-paired phone, it is the telephone number of the receiving device.
Queue	The name of the queue entered by the call.
Local Agent	The forename and surname of the agent who serviced the call.
Ringing Duration	The duration for which the agent's phone rang. Measured in the unit of seconds.
Talk Time	The duration for which the agent was connected to the caller. It includes any connection duration to other agents during consultations when attempting to warm transfer the call. In HH:MM:SS
Hold Time	The hold time experienced by the agent. This includes user-initiated manual holds or automatic holds during a call transfer. In MM:SS
Wrap Time	The duration for which the agent was in the 'Wrap-up' state. In MM:SS
From Transfer?	A value of 1 indicates that the call to the agent was the result of a call transfer.
Clearing Party	R indicates that the agent ended the call; L indicates that caller ended the call.
Clearing Cause	The reason the call ended. This field uses the standard ISDN clearing causes as defined in ITU-T Recommendation Q.850.
Agent Completion Code	The completion code selected by the agent.

Report Filters

Filter	Setting	Configurable on dashboard?
Call Direction	The 'Outbound' setting hides inbound communication legs.	No
Communication Type	Displays voice calls only	No
Data Management Table View	The 'Exclude All' setting hides outbound communication records associated with OUTBOUND dialler calls.	No
Agent Call Direction	The 'Inbound' setting shows only those calls that are incoming from the perspective of the agent.	No
Local Agent	Includes statistics for all agents.	Yes. Use the filter to include or exclude individual agents.
Agent Call Target	The 'External' setting shows only those calls that are external from the perspective of the agent.	No

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.