How to navigate to this page> Typical display>
A Management Information report showing a summary of all the contacts.
All Contacts Business Outcome Summary Panel
Shows details of the the number of outcomes of each category.
| • | A dynamic list of all the configured Business Outcome Categories; |
| • | The number of calls that have been set with a business outcome of each category. |
All Contacts
A list of all contacts (truncated to 1000 rows). Shaded rows indicate calls in progress at the time the display was selected.
| • | Start Time - date/time that the contact started. |
| • | Call End - date/time that the contact ended. If the date is the same as the start date, the date is not shown; |
| • | Duration - duration of the contact; |
| • | Type - the type of call (one of Inbound, Outbound, Predictive, Preview, Progressive, Manual Outbound, Dialler Manual, Inbound Email, Outbound Email, Dialler Email, Inbound Chat, Outbound Chat, Dialler SMS, Preview Cancelled); |
| • | Class - the last call class for the contact; |
| • | Customer - telephone number or email address of the remote party; |
| • | Preview Time - the number of seconds of preview time that the contact had; |
| • | Alert Time - the time taken for the customer to answer the contact; |
| • | Talk Time - the number of seconds that the call was connected to an agent; |
| • | Queue - the queue through which the call was routed (regardless of whether it actually queued or not); |
| • | Skill - the skill that was used when allocating the contact to an agent; |
| • | User Name - a list of users involved in a contact. The user selected will be affected by the parameters (e.g. if a user group is specified, the user shown will be from that user group); |
| • | Callback - the callback date/time if a callback was set; |
| • | Outcome - list of outcomes assigned to the contact. These are shaded based on success, failure and having no outcome; |
| • | Value - if a business outcome of type "money" has been set, then this field contains any associated value (pounds and pence); |
| • | Play - if this call has been recorded (voice and/or screen) then this column shows the recording playback icon. |
From here you can:
| • | Play recording - if this contact has been recorded (voice and/or screen) then click on the play button to begin the playback dialog. |
| • | View Chat - if this is a chat contact then click the chat icon on the right to view the chat history. |