Call records report

You can access the detail list by selecting the "Reports" item in the left FIRST LINE menu and clicking the "Call Records" button.

Fields

Fields	Content
Fields	Content
Start Date	The start time of the record.
End Date	The end time of the record.
Call Duration	The actual length of the call, excluding hold/wait time (seconds).
Customer Phone Number	Displays the customer's phone number.
Extension number	Displays the extension number of the agent assigned to this record.
Wait Time	Total waiting time before the other party answered (seconds). For inbound: refers to the sum of the customer's queue time and the agent ringing time. For outbound: refers to the total time from the agent calling the customer until the customer answers or the call times out.
CTI Data	If this record has additional CTI information, it will be displayed here.
Call Category	The status or type of this call (e.g., inbound, outbound, internal, etc.).
Call Information	Please refer to Call Information the full glossary of terms.
Time Period Code	Displays the time period code set in the conditions.
Customer Abandoned	Whether the customer actively hung up the call.
Agent Rejected Call	Whether the agent proactively rejected the call.
Agent No Answer Timeout	Whether the agent was assigned the call but failed to answer within the timeout.
Agent Ring Seconds	Displays the time (seconds) from when the agent started ringing until they answered.