Call Summary
Note: The setting WriteSummaryToSharePoint must be TRUE, to use this feature.
Purpose
Call Summary shows a list of all Calls.
It is possible to use the SharePoint functionality to filter this list. This makes it possible to identify the busiest hour of the day.
Tip: You can use this data as input for SharePoint Workflows
Explanation per field
Calls will be stored on SharePoint automatically together with some meta data:
Item
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Description
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Title
|
Call id () of the Call, created by Anywhere365.
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StartTime
|
The date/time when the call is connected to the .
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InQueueTime
|
The date/time when the call has entered the queue.
|
AcceptedTime
|
The date/time when the call is accepted by an Agent
|
EndTime
|
The date/time when a call is disconnected.
|
Accepted
|
This field indicates whether a call is accepted or not.
|
QueueTime
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This is the queue time (AcceptedTime – InQueueTime) of the Call
|
SkillChosen
|
The Skill required for answering the call.
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LastAgent
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If an Agent accepted the call, this field contains its address.
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Customer
|
The SIP address of the Caller.
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QualityMonitor
|
Quality Monitor result provider by the customer
0 = If QM was not triggered
-1 = If the customer didn't enter a value
|