Call Report

For each call engagement:

• View: launches the call transcript and visitor information popout.
• Date: shows the time and date of the call.
• Result: displays the result of the call request engagement. There are 4 possible results:
  • Abandoned: visitor hung up before the call timeout.
  • Call: a successful with agent was made before the call timeout.
  • Unavailable: no agents were available to take the call request.
  • Timeout: no agents called the visitor, or were bridged with the visitor, before the call timeout.
• Visitor: the visitors name supplied on the pre-call survey 
• Agent: the agent that placed the call, or was bridged with the call
• Answered: the time the call was answered
• Ended: the time the call ended 
• Time queued: the length of time the visitor waited before the call was connected or failed. 
• Call length: the duration of the call.