Call records

View detailed call handling records within the filtered date range, including call time, waiting time, call category, and agent answer status.

Overview

“Call Records” lists individual call handling records within the selected date range, making it suitable for tracing a specific incoming call, checking whether an agent answered, viewing wait times, or further analyzing how a call was handled in the system.

The data source in the report can be matched with the “Call Records” item in the left menu. After a call enters FIRST LINE, the system records corresponding events based on what actually happened, such as assignment, answering, reassignment, transfer, or other call events. Therefore, one “record” in the report representsone call handling record, and is not necessarily equal to one actual customer call.

One customer call does not necessarily generate only one call record.

If the same call is assigned to multiple agents before being answered, the system may generate multiple records for different handling stages. Therefore, when counting report entries, “number of records” should not be directly treated as “number of actual customer calls.”

Why can one inbound call have multiple records?

For example, after a customer call enters the system:

1. The customer is first assigned to Agent A, but Agent A does not answer.

2. The system reassigns the call to Agent B, but Agent B still does not answer.

3. The system assigns it again to Agent C, and Agent C eventually answers successfully.

In this case, the same customer call may generate 3 different inbound handling records. These records separately reflect the assignment and handling status of the call between different agents, allowing managers to reconstruct the full call handling process.

If you want to view the complete flow of an individual call in the system, you can also use the left menu’s “Call Records” andCall Informationto interpret the call type and tags.

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Filter Data

After entering “Reports > Phone > Call Records,” you can first set a date range, then narrow the data further with other conditions as needed.

The currently available filter options include:

• Data Source: Filter call data from different sources.

• Phone Number: Find specific calls by conditions such as customer phone number, extension, or ACD number.

• Call Information: Filter by call status such as customer abandonment, reassignment, agent refusing the call, or agent timeout without answering.

• Time Period: You can set a custom time period, which will be shown in the report as a “time period code,” making it easy to divide a day into different operating intervals for analysis.

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Field

Field	Description
Start Date	The start time of this call handling record.
End Date	The end time of this call handling record.
Call Duration	The actual call length of this record, excluding wait time.
Customer Phone Number	Displays the customer phone number corresponding to this record.
Extension Number	Displays the agent extension number used or assigned for this record.
ACD Number	Displays the ACD number corresponding to this inbound call.
Wait Time	The waiting time before the other party answered. For inbound calls, this usually includes customer queue time and agent ringing time; for outbound calls, it is the time from dialing until the call is answered or ends unanswered.
CTI Data	Displays additional CTI information provided by the phone system; the actual content depends on the phone integration and call data.
Call Type	Displays the call type of this record, such as inbound, outbound, internal, reassigned, and so on.
Call Information	Displays the status tags of this call record, such as reassigned, customer abandoned, agent refused, and so on. A single record may have multiple tags at the same time.
Time Period Code	The time period code calculated based on the custom time period settings and the call start time.
Customer Abandoned	Indicates whether the customer abandoned the call before it was connected or during processing.
Agent Refused Call	Indicates whether this assignment was actively refused by the agent.
Agent Timed Out Without Answering	Indicates whether the call was not answered because the agent did not pick up within the allowed answering time after the call was assigned.
Agent Ringing Seconds	Displays the number of seconds the agent’s phone rang after the call was assigned.

“Call Type” and “Call Information” are used to describe call events at different levels. If you need to further confirm the meanings of various inbound, outbound, reassigned, transferred, or other tags, please refer toCall Information.

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How to Interpret Call Records

When viewing the report, it is recommended that you first confirm whether you want to analyze “the calls actually dialed by customers” or “call handling records generated by the system.” After reassignments, transfers, or other call processes, the counts may differ.

For example, if the same inbound call is assigned to 3 agents in sequence, the report may show 3 records. In this case, you can use information such as “Call Type,” “Call Information,” “Extension Number,” “Agent Timed Out Without Answering,” and “Reassigned” to determine each record’s role in the overall call flow, rather than interpreting the 3 records as 3 separate customer calls.

If your analysis goal is to understand the overall call volume, answering status, or call duration distribution of the contact center, you can further use “Call Pivot” to aggregate these call records by different conditions.