CC - Call Data

The Call Center Call Data module is information detailing a call, including time spent in each call phase, disposition, dialer, campaign, and MCL record. 

Fields:

Call Date:  The Date and time of the call.

External Number:  Outgoing Call:  The number the agent is dialing to.  Incoming Call:  The callers number dialing from.

Internal Number:  Outgoing Call: The number the agent is dialing from.  Incoming Call:  The number the caller dialed to.

Call Status:  The status of the call.  Dependent upon the Dialer.

User:  The Agent or User who took the call.

Active Call:  Indicates if this is an active call. Checkbox.

Master Call Record:  The record name of the call records list.

Script:  Name of script, if applicable used during the call.

Call Queue:  The name of the queue the call came through.

Queue Start Time:  The start time the call entered the queue.

Queue Notify:  

Dialer:  The dialer used in the call.

Dial ID:  Dial ID of the call.

Call ID:  The call ID of the call.

Channel:  

Ext Channel:  

Manual Call:  

Campaign:  

Disposition:  

SubDisposition:  

Parent Call:  

Talk Duration:  Duration of talking to the customer on the call.

Ringing Duration:  Duration of how long the call was ringing before answered.

Dial Duration:  

Wrap Up Duration:  

Queue Duration:  

IVR Duration: 

Call Type: