ACD and attendant console

Call reports

Evaluate every call through a script: ring time, waiting time, answer, talk time, end.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Call Reports

Images come from the EasyUC lab. Names and example values provide orientation. A different interface language is indicated beside the relevant image.

What it is for

The call reports list every call that has run through a script. The media server writes a record for each call: when it started, how long it rang, how long the caller waited, who answered, how long the conversation lasted and who hung up.

Key figures for the current filter selection are shown above the list. You use them to answer questions such as: How many callers hung up before the call was answered, and how long does a call last on average.

Prerequisites

Licence module acd.
Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_REPORT. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all permissions of the area.
At least one script through which calls have already run.

Step by step

Open Calling Features → Calls → Call Reports.
Select a script under IVR or leave All IVRs selected.
Select All, Answered or Abandoned under Status.
Narrow down the period with From and To.
If required, enter a number or a name under Search caller / agent.

Original view for this guide Go to step 5
Script, status and date filters sit above the metrics and results. The lab list does not yet contain call records.

EasyUC · Lab/demo environment Interface screenshot in German
Review ACD calls and waiting times

See which calls were answered, how long they waited and who ended each conversation. The capture shows filters and reporting with no call records in the lab.
Click the search button. Key figures and list are recalculated.
Page through the list with the arrows below it. Reset removes all filters, Refresh loads the current state.

Fields and options

Fields and options
Field / action	Meaning and use
Calls	Number of calls in the selection.
Answered / Abandoned	Breakdown by result.
Answer rate	Share of answered calls in percent.
Ø ring / Ø talk	Average ring time and talk time.
Start	Start of the call.
IVR	Name and number of the script.
Caller	Number of the caller.
Answered by	Who answered the call.
Ring	Time until the call was answered.
Queue	Waiting time in the queue. Values above zero are highlighted.
Talk	Talk time.
Released by	Who hung up.
Status	Answered or Abandoned.

Check the result and narrow down errors

After a test call to a script number, a new row appears at the top of the list.
No calls recorded yet. There is no record for the filter selection. Extend the period or remove the filters.
Fehler beim Laden des Anruf-Logs. (Error loading the call log.) The page could not read the data. Reload and check the login.
Calls are missing entirely: The media server is not running, or the script is not active. Check the state registered in the script list.
Calls that were handed over to a queue of the attendant console are continued by the attendant console in its own call journal. You set its retention on the Behaviour tab of the console.
Evaluations from the CDR data of CUCM are available in the EasyUC Cisco workspace under Reporting.