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Working with Standard Reports >
Network Traffic Reports
The Network Traffic Reports include the following:
Call Details Report
The Call Details Report provides detailed information about all calls coming in to Oracle Contact Center Anywhere. This report includes information about the call start time, drop time, time spent in IVR, time in queue, first and last agent, hold count, hold time, transfer count, and so on. This information is helpful in tracking and researching call and telephone company (Telco) billing issues.
NOTE: This report is available only from Administration Manager and only to network administrators.
Table 86 describes the main Call Details Report elements.
NOTE: You might not see all of the information listed in this table, because the creator of this report (your administrator) can select some or all of the columns (or items).
Table 86. Call Detail Report
| Column
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Description
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| ID
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The unique call transaction identification number.
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| Start Time
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The date (mm/dd/yyyy) and time (hh:mm:ss A.M. or P.M.) when the call entered the interactive voice response (IVR) system.
NOTE: The date format can vary. It depends on the default settings for the report, or users selections when they view the report.
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| Duration
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How long the call lasted from the time it entered the IVR to when it was dropped. The format is hh:mm:ss.
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| Ending Reason
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The reason why the call ended (such as disconnected from the network, ended by Oracle Contact Center Anywhere).
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| ANI
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The telephone number of the originating call, retrieved by the automatic number identification (ANI) service.
For example, if a customer calls Oracle Contact Center Anywhere, the customer's telephone number appears. If an agent calls Oracle Contact Center Anywhere, the agent's extension number appears.
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| DNIS
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The telephone number dialed by the caller, retrieved by the dialed number identification service (DNIS).
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| Call Type
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The type of call (such as inbound, outbound, remote agent leg).
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| Project Name
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The name of the project associated with the DNIS, if known.
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| Resource Name
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The telephony services resource name, such as Session Initiated Protocol (SIP).
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| Dialed Number
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The area code and telephone number dialed by the agent (outbound call).
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