Emergency Calls

Last Updated : Jun 26, 2024 |
Prolog information
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Definition

Displays the interaction details of all emergency calls made for a selected reporting period.

How it works

Supervisors can analyze the number and details of emergency calls made by agents or supervisors in the contact center.

Business usage

Helps supervisors access data relating to any emergencies in their contact center.
  • How can a supervisor find out an agent's details?
    To check the agent's details, see the Agent Login ID and Agent Display Name columns.
  • What prompts are available in the standard dossier? See the following table:
    Prompt
    Description
    TimeZone
    The timezone for displaying results on the dossier or report.
    This prompt is mandatory.
    Date Range
    The start and end date of the reporting interval. This is a mandatory prompt.
    Agent Name
    The name of the agent.
  • What columns are available in the standard dossier? See the following table:
    Column
    Description
    Engagement ID
    The unique identifier for the interaction.
    Agent Name
    The name of the agent.
    Login ID
    The login ID associated with the agent.
    Dialed Number
    The original dialled number for the emergency interaction.
    Engagement Started
    The start time of the interaction.
    Engagement Ended
    The end time of the interaction.
  • What calculated columns are available in this dossier? See the following table:
    Column
    Description
    Engagement Duration
    The duration of the emergency call.