User Stats for
Agent Talk Time and Status:
Agent Talk Time and Status
This section will show you all of the total number of calls and call durations by status of inbound and outbound calls handled by this agent during the selected time range. This data is based upon call log data, not agent activity log data, which is separate and may not show the same call durations.
STATUS
COUNT
HOURS:MM:SS
TOTALS:
0
0:00:0
Agent Login and Logout Time:
Agent Login and Logout Time
This section will show you the Agent Screen Login and Logout events for this agent for the selected time range.
EVENT = Either a LOGIN or LOGOUT event, the agent logging into or out of the Agent Screen.
DATE = The date-time-stamp of the event.
CAMPAIGN = The campaign the agent was logging into or out of.
GROUP = The User Group of the agent at the time they logged in or out.
SESSION = The Session ID when the agent first logged in to that session.
HOURS = The time duration, in hours:minutes:seconds, of the agent session.
SERVER = The IP Address of the server that the agent logged into. For some LOGOUT events, this area may show that a manager force-logged-out the agent, with the user ID of the manager that forced the logout of the agent session.
PHONE = The phone account that the agent logged in with.
COMPUTER = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.
PHONE LOGIN = The Phone Login used when the agent logged into the agent screen. This may be different from the PHONE if Phone Aliases are in use on the system.
PHONE IP = If enabled on your system, this can show the IP address of the phone device that the agent connected to their session through.
EVENT
DATE
CAMPAIGN
GROUP
SESSION
HOURS:MM:SS
SERVER
PHONE
COMPUTER
PHONE LOGIN
PHONE IP
TOTALS:
0
0
0
0
0
0
0
0
0
Timeclock Login and Logout Time:
User Level
This menu is where you select the users user level. Must be a level of 1 to log into the agent screen, Must be level greater than 2 to log in as a closer, level 7 is for Reports only. Must be user level 8 or greater to get into admin web section. User Level 9 is able to edit all user levels in the admin web section. User Level 8 can only edit level 7 users and lower.
Closer In-Group Selection Logs:
Closer In-Group Selection Logs
This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.
DATE TIME = The date-time-stamp when the specific agent selection action was completed.
CAMPAIGN = The campaign the agent was logging into.
BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.
GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.
MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.
#
CAMPAIGN
BLEND
GROUPS
MANAGER
0
0
0
0
0
Outbound Calls for this Time Period: (10000 record limit)
Outbound Calls for this Time Period
This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.
DATE TIME = The date-time-stamp when the outbound call was initiated in the system.
LENGTH = The length of the outbound call in seconds.
STATUS = The status assigned to the call by the agent after the call was hung up.
PHONE = The phone number the call was placed to.
CAMPAIGN = The campaign the agent was logged into when the outbound call was placed.
GROUP = The User Group that the agent was a member of at the time the call was placed.
LIST = The List ID of the lead that was called at the time the call was placed.
LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.
HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.
#
DATE/TIME
LENGTH
STATUS
PHONE
CAMPAIGN
GROUP
LIST
LEAD
HANGUP REASON
0
0
0
0
0
0
0
0
0
0
Inbound Closer Calls for this Time Period: (10000 record limit)
Outbound Calls for this Time Period
This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.
DATE TIME = The date-time-stamp when the outbound call was initiated in the system.
LENGTH = The length of the outbound call in seconds.
STATUS = The status assigned to the call by the agent after the call was hung up.
PHONE = The phone number the call was placed to.
CAMPAIGN = The campaign the agent was logged into when the outbound call was placed.
GROUP = The User Group that the agent was a member of at the time the call was placed.
LIST = The List ID of the lead that was called at the time the call was placed.
LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.
HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.
#
DATE/TIME
LENGTH
STATUS
PHONE
IN-GROUP
WAIT (S)
AGENT (S)
LIST
LEAD
LIST
0
0
0
0
0
0
0
0
0
0
0
Agent Activity for this time period: (10000 record limit)
Outbound Calls for this Time Period
This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.
DATE TIME = The date-time-stamp when the outbound call was initiated in the system.
LENGTH = The length of the outbound call in seconds.
STATUS = The status assigned to the call by the agent after the call was hung up.
PHONE = The phone number the call was placed to.
CAMPAIGN = The campaign the agent was logged into when the outbound call was placed.
GROUP = The User Group that the agent was a member of at the time the call was placed.
LIST = The List ID of the lead that was called at the time the call was placed.
LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.
HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.
#
DATE/TIME
PAUSE
WAIT
TALK
DISPO
DEAD
CUSTOMER
VISIBLE
HIDDEN
STATUS
LEAD
TYPE
CAMPAIGN
PAUSE CODE
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Recordings for this Time Period: (10000 record limit)
Recordings for this Time Period
This section will show the call recordings made for this User during the selected time period, most recent recordings first.
LEAD = The Lead ID of the lead that was handled by the agent during this call recording. You can click on this link to see more details about this lead, including past calls, recordings and the ability to modify lead information.
DATE TIME = The date-time-stamp when the call recording was started.
SECONDS = The length in seconds of the call recording.
RECID = The unique recording ID in the system for this call recording.
FILENAME = The file name of the call recording, without the suffix extension at the end.
LOCATION = The URL or web address of the recording. This link may be able to be clicked on to download or listen to the call recording, depending on how your system is set up.
MUTE = If recording muting is allowed on your system, this will show the number of times during the call recording that muting was enabled, if any.
#
LEAD
DATE/TIME
SECONDS
RECID
FILENAME
LOCATION
0
0
0
0
0
0
0
Manual Outbound Calls for this Time Period: (10000 record limit)
Outbound Calls for this Time Period
This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.
DATE TIME = The date-time-stamp when the outbound call was initiated in the system.
LENGTH = The length of the outbound call in seconds.
STATUS = The status assigned to the call by the agent after the call was hung up.
PHONE = The phone number the call was placed to.
CAMPAIGN = The campaign the agent was logged into when the outbound call was placed.
GROUP = The User Group that the agent was a member of at the time the call was placed.
LIST = The List ID of the lead that was called at the time the call was placed.
LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.
HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.
#
DATE/TIME
CALL TYPE
SERVER
PHONE
DIALED
LEAD
CALLERID
ALIAS
PRESET
C3HU
0
0
0
0
0
0
0
0
0
0
0
Lead Searches for this Time Period: (10000 record limit)
Closer In-Group Selection Logs
This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.
DATE TIME = The date-time-stamp when the specific agent selection action was completed.
CAMPAIGN = The campaign the agent was logging into.
BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.
GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.
MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.
#
DATE/TIME
TYPE
RESULTS
SEC
QUERY
0
0
0
0
0
0
Preview Lead Skips for this Time Period: (10000 record limit)
Closer In-Group Selection Logs
This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.
DATE TIME = The date-time-stamp when the specific agent selection action was completed.
CAMPAIGN = The campaign the agent was logging into.
BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.
GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.
MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.
#
DATE/TIME
LEAD ID
STATUS
COUNT
CAMPAIGN
0
0
0
0
0
0
Agent Lead Switches for this Time Period: (10000 record limit)
Closer In-Group Selection Logs
This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.
DATE TIME = The date-time-stamp when the specific agent selection action was completed.
CAMPAIGN = The campaign the agent was logging into.
BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.
GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.
MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.
#
DATE/TIME
FROM LEAD ID
TO LEAD ID
CALL ID
UNIQUEID
PHONE
CAMPAIGN
0
0
0
0
0
0
0
0
Manager Pause Code Approvals for this Time Period: (10000 record limit)
Closer In-Group Selection Logs
This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.
DATE TIME = The date-time-stamp when the specific agent selection action was completed.
CAMPAIGN = The campaign the agent was logging into.
BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.
GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.
MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.
#
DATE/TIME
AGENT
AGENT USER GROUP
CAMPAIGN
PAUSE CODE
0
0
0
0
0
0