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Start Time—Time the call started
•
•
End Time—Time the call ended
•
Caller—Available information about the caller: PSTN phone number/IP phone
number, name, calling from a cell phone, etc.
Agent—The agent's extension number and name
•
•
Duration in Different Call States—Displays how long the call spent in different call
states:
AA/IVR—Listening to and making a selection in the AA/IVR
•
Queue—Waiting for an agent after making a selection
•
•
Ring—Waiting for an agent to answer a ring
•
Talk—Talking with an agent
•
Hold—Time spent on hold after talking with an agent starts
Rec—For how long the call was recorded
•
•
Start Priority—The priority this call had when it came in.
•
Within SLT—Was the time the caller had to wait before connecting to an agent
within the service level threshold specified, Yes or No.
Threshold is set in MaxACD Administrator > Workgroup Configuration >
General tab.)
Exit State—The state the call was in when the caller exited the call. Examples:
•
Connected, Hang up During Ring, Go to VM with Voice Message, Go to VM without
leaving voice message.
•
Session ID—a unique number assigned by MaxACD to a call
•
Seq ID—A unique number that identifies multiple records of the same call (same
Session ID)
Data Source
All data from the table CDRMAIN
Chapter 3: The Reports
(The Service Level
MaxReports Manual 47
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