Call Summary

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

Note The setting WriteSummaryToSharePoint must be TRUE, to use this feature.

Calls will be stored on SharePoint automatically together with some meta data:

Item

Description

Title

Call id (GUIDGUID stands for Globally Unique Identifier and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed.) of the Call, created by Anywhere365.

StartTime

The date/time when the call is connected to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

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

This is the queue time (AcceptedTime – InQueueTime) of the Call

SkillChosen

The Skill required for answering the call.

InitialAgent

If an Agent accepted the call, this field contains its SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address.

Customer

The SIP address of the Caller.