Call Details Report - Avaya IP Office User Manual

4.6.3 Call Details Report

This report details the individual calls for the selected target or targets. For internal calls, the report only reflects the call
data for the receiving end, not for the originator. External calls are accounted and shown for the extension making the
outbound call.
· Target options: Agent, Queue, View, CLI, DDI or Account Code.
· Filter: All, Answered, No Answer, Overflowed Lost, Overflowed Answered, Transferred, Lost or Routed
to Voicemail.
· The options Overflowed Lost and Overflowed Answered are not available if the report target is an agent
or agents.
· Also Overflowed Lost and Overflowed Answered are only included in reports on the queue from which the
call overflowed.
· Group Result by: Ungrouped, Hour, Day, Week, Queue, CLI, DDI or Account Code.
· When a report is grouped, each set of group records will have its own summary except when there is only one
record in the group.
· Records which do not match the grouping being used, for example records that have no associated CLI in a
report group by CLI, will be grouped at the start of the report.
· Optional: Whether the report includes internal calls is an option.
The following information is shown for each target:
· Time Stamp
The date and time of the call.
· Call Direction
Inbound or Outbound for external calls. Internal for internal calls.
· Number
For inbound calls this is the CLI of the caller. For outbound calls this is the number dialed by the agent.
· DDI
For incoming calls, the destination number received.
· Queue
The queue to which the call was targeted.
· Queue Time
The time from when the call arrived until it was answered, lost or overflowed. Queue time is not display for calls
routed to voicemail.
· Agent
When answered, the agent who answered the call.
· Duration
The total call duration. No duration is shown for overflowed lost calls or routed to voicemail calls. A duration is only
shown for overflowed answered calls when the report is run using the filter Overflowed Answered.
· Status
Whether the call was:
CCR 1.0 User Guide
IP Office
Reports: Standard Report Templates
15-601130 Issue 1k (22 May 2009)
Page 103