Date

The day, week, or month for which the report ran. You can make these selections in the report input window.

ROW_DATE

ACD

The number of the ACD that handled this call.

syn(ACD)

Call ID

A unique number assigned to this call and all its segments. Note that in the case of a conference or transfer, when the data for the conference/transfer is recorded, the same call ID will be recorded for all call segments of the conference/transfer. In the case of meet-me conferences, this may result in higher-numbered segments of the call starting before the first segment on the call. Call IDs are not necessarily strictly sequential, but will be unique for calls over a day.

CALLID

Segment

The number of the call segment. Segment numbers are from 1 up to the number of segments in the call.

SEGMENT

Date

The starting date for the segment.

ROW_DATE

Start Time

The starting time for the segment.

ROW_TIME

Calling Party

The Automatic Number Identification (ANI)/Station Identification (SID), extension or trunk equipment location identifying the originator of the call This field is blank if the trunk is not measured or, for internal calls, if the originating extension is not measured.

CALLING_PTY

Dialed Number

The number the caller dialed. This will be the VDN for inbound vectoring calls and dialed digits for outbound calls. This will be blank for inbound calls without vectoring.

DIALED_NUM

Disposition

Indicates what happened to the call in the call segment. The possibilities are: 1=connected (CONN), 2=answered (ANS), 3=abandoned (ABAN), 4=interflowed (IFLOW), 5=forced busy (FBUSY), 6=forced disconnect (FDISC), and 7=other (OTHER).

A connected call is a non-ACD call to a measured agent for which CMS receives an indication that the call was connected.

An answered call is any split/skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent.

An abandoned call is any call for which CMS receives notification that the caller abandoned. This includes calls with talk times shorter than the phantom abandoned call timer.

An interflowed call is a call that was redirected to an off-site destination.

Forced busy calls are calls that CMS records as BUSYCALLS for the trunk group that carried them. For communication servers with vectoring, these are VDN calls that received a forced busy from the busy vector command. For the ECS, calls that receive a busy indication because the split queue was full (or there was no queue) are recorded here.

Forced disconnect calls are VDN calls that are disconnected by the communication server due to the execution of a disconnect vector command. Forced disconnect calls also include calls disconnected because of the disconnect vector timer or because they reached the end of vector processing without being queued.

DISPOSITION

Disposition Time

The amount of time the call waited until its disposition (in the vector, in queue, and ringing). For extension calls made directly to agents (not through a VDN), this will always be zero.

DISPTIME

Split/Skill

The number of the split or skill associated with the call at its disposition in this call segment. Calls that were not queued to a split or skill at the time of disposition will have this item set to blank. Calls that were queued to an unmeasured split or skill at the time of disposition will have this item set to zero.

DISPSPLIT

Ans Logid

The login ID of the agent who answered the call in this segment. This field is blank for unmeasured extensions when EAS is not active.

ANSLOGIN

Talk Time

The time an agent spends talking on a call. This does not include the time the caller is on hold.

TALKTIME

Hold Time

The total time the call was put on hold by the answering agent, in seconds, in this call segment. Note that in agent-to-agent calls, Hold Time is accrued for the answering agent if the agent puts the call on hold, but not for the other agent (who continues to accrue talk time).

For communication servers, Hold Time includes all calls held.

ANSHOLDTIME

ACW Time

The time spent, in seconds, in After Call Work (ACW) related to this call by the answering agent in this segment.

ACWTIME

Trans Out

This indicates whether the answering agent initiated a transfer on this call segment. Valid values for Trans Out are 0=NO, 1=YES.

Trans Out is set for any call transferred.

TRANSFERRED

Conf

This indicates whether this call segment represents part of a conference (0= NO, 1=YES).

CONFERENCE

Assist

This indicates if the answering agent in this segment requested supervisor assistance on this call (0= NO, 1=YES).

ASSIST

Last Call Work Code

The last call work code entered by the answering agent in this segment.

LASTCWC