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New Member

Historical Reports Call Tracking

I had a customer question the length of time a call was on hold. Is there a report that shows call time, hold time, talk time, and hang up time for individual calls?

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New Member

Re: Historical Reports Call Tracking

If it is per call, you have to look at "Detail Call by Call CCDR report".

Wei

3 REPLIES
New Member

Re: Historical Reports Call Tracking

CSQ Agent Summary Report will give this information. I don't understand hang-up time, did you mean work time?

Wei

New Member

Re: Historical Reports Call Tracking

Time the call was terminated. I need to be able to track an individual call from the time it hits IPCC to the time it is terminated. During that time I need the state the call is in at each step. For example. How long they are in the queue waiting for an agent to answer.

New Member

Re: Historical Reports Call Tracking

If it is per call, you have to look at "Detail Call by Call CCDR report".

Wei

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