Call Records

This report shows all call records in a date and time period for the specified account, or for selected number(s), or a number range. See How to set your search criteria? and Selecting Numbers for further information. There are three Call Records 'Report Types' - Call Data, Queue Data and DCA Data. All call records matching the selection criteria will be presented in the report regardless of the Report Type chosen - e.g. calls which include queue or DCA functionality will be present in a 'Call Data' report, but this report won't show any queue or DCA-related information for those calls.

Similarly, calls which don't have any queue or DCA functionality will be included in Queue Data or DCA Data reports, but the queue or DCA-specific columns in the report will be blank for those calls. Columns common to all three Report Types are:

• CallID

• Call Start

• Call End

• Dialled Number

• Description

• Calling Number

• Called Number

• Withheld

• Duration (aka "Total Duration" for Queue and DCA Report Types).

Additional columns specific to one or more Report Type are:

• Call Result (Call Data and DCA)

• Time to Answer (Call Data only)

• Call Outcome (Queue and DCA)

• Time in Queue (Queue only)

• Handling Time (Queue only)

• SkillSet ID (DCA only)

• Abandoned Duration (DCA only)

• Call Waiting Duration (DCA) only

• Talk Time Duration (DCA only)

All reports are in CallID order, which is effectively the same as Call Start order.