Field description
309_Agent_Detail_DN_Calls_E.docx
Report Definition "309 Agent Detail DN Calls"
Definition: Key data for incoming and outgoing direct calls (DN Incoming / Outgoing) which are not made on the
basis of a held ACD call, on a historical basis for each agent
Main data source: Termination_Call_Detail
Fieldname
Description
Datafield / Formula
StartDateTime
Date and start time of the call
StartDateTime
Date
Date of the call
Date
AgentID
ID of agent
AgentID
AgentFirstName
First name of agent
AgentFirstName
AgentLastName
Surname of agent
AgentLastName
AgentName
Full name of agent (EnterpriseName)
AgentName
TeamID
ID of agent team (optional)
TeamID
TeamName
Name of agent team (optional)
TeamName
AgentInstrument
Telephone number of agent telephone
AgentInstrument
LineType
Type of phone line (primary, private oder unknown)
LineType
LineNumber
Number of phone line
LineNumber
Direction
Direction of call ("incoming" or "outgoing")
Direction
ConnectionType
ConnectionType
PeripheralCallType
Type of connection ("unknown" not dialed, "NonAgent"
for a connection between NonAgent and Agent, "Agent"
for a connection between Agent and Agent)
First name of other agent (only for connections between
two agents)
Surname of other agent (only for connections between
two agents)
Full name of other agent (only for connections between
two agents)
Type of call, e.g. 13 = Consult Offered (see Schema Help)
ANI
Telephone number of original caller
ANI
CallArea
Area covered by the call (internal if inside, external, if
outside and unknown, whether inside or outside the
internal telephone network)
Note: the feature depends on the dial plan
Telephone number dialed
CallArea
TreatmentValue
EndDateTime
Call handling with the following possible values:
0 NonDialed (not dialed)
1 Handled (answered by an agent or the destination
number)
2 Forwarded (forwarded to a different telephone number
on the basis of RONA or FONA)
3 Abandoned (canceled by the caller)
Way in which a call was dealt with (NonDialed, Handled,
Forwarded, Abandoned)
Result, how the call ended, e.g. 13 = Drop handled (see
Schema Help)
Call classification which was set by the agent in the wrapup
Date and end time of the call
Duration
Total duration of the call in seconds
Duration
hh:mm:ss
DelayTime
Time in seconds for call setup
DelayTime
hh:mm:ss
RingTime
Time in seconds which calls are presented to agents
RingTime
hh:mm:ss
OppositeAgentFirstName
OppositeAgentLastName
OppositeAgentName
DigitsDialed
TreatmentValue
CallTreatment
CallDisposition
WrapupData
12.04.2016
© Bucher + Suter AG
Format
OppositeAgentFirstName
OppositeAgentLastName
OppositeAgentName
PeripheralCallType
DigitsDialed
CallTreatment
CallDisposition
WrapupData
EndDateTime
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Field description
309_Agent_Detail_DN_Calls_E.docx
Fieldname
Description
Datafield / Formula
Format
TalkTime
Time in seconds which calls are actively connected (call
duration without hold time)
Time in seconds which calls are on hold (e.g. for queries)
TalkTime
hh:mm:ss
HoldTime
hh:mm:ss
WrapupTime
hh:mm:ss
Variable1
Time in seconds which calls are in the wrap-up stage at
agents' end (after active calls until agents are available
again)
Content of CallVariable 1
Variable2
Content of CallVariable 2
Variable2
Variable3
Content of CallVariable 3
Variable3
Variable4
Content of CallVariable 4
Variable4
Variable5
Content of CallVariable 5
Variable5
Variable6
Content of CallVariable 6
Variable6
Variable7
Content of CallVariable 7
Variable7
Variable8
Content of CallVariable 8
Variable8
Variable9
Content of CallVariable 9
Variable9
Variable10
Content of CallVariable 10
Variable10
HoldTime
WrapupTime
12.04.2016
© Bucher + Suter AG
Variable1
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