Location Report

Netnumber

The net number item displays the net number of a group of Callers with that fixed number or it will display if the caller called from a 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, mobile of business number.

Total

The Total Conversations item displays the total number of Conversations. In other words, every conversation connected to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs..

It is possible to zoom in on the Conversations details by clicking on the number.

Accepted

The Accepted Conversations item displays the number of accepted Conversations.

Accepted can be:

• (Inbound) Agents picks up a conversation.
• (Outbound) Agent calls Customer and Customer picks up.
• (Direct) Customer calls Agents, and Agent picks up.

It is possible to zoom in on the Conversations details by clicking on the number.

(Hidden when no data is available)

Missed

The Missed Conversations item displays the number of missed Conversations.

• (Inbound) Customer disconnect without talking to an Agent and after [QuickDrop Parameter] settings.
• (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings.

It is possible to zoom in on the Conversations details by clicking on the number.

(Hidden when no data is available)

QuickDrop

The QuickDrop Conversations item displays the number of quickdrop Conversations.

• (Inbound) Customer disconnect without talking to an Agent and before [QuickDrop Parameter] settings.
• (Direct) Customer calls Agents, and Agent does not pick up before [QuickDrop Parameter] settings.

It is possible to zoom in on the Conversations details by clicking on the number.

(Hidden when no data is available)

Forwarded

The Forwarded Conversations item displays the number of forwarded Conversations on the selected UCC.

Forwarded can be:

• (Inbound) Customer selected a Forward Skill.
• (Outbound) Agent calls Customer on Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring).
• (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring).

It is possible to zoom in on the Conversations details by clicking on the number.

(Hidden when no data is available)

NoContact

The No Contact Conversations item displays the number of NoContact Conversations

NoContact can be:

• (Outbound) Agent calls Customer and Customer does not pick up.

(Hidden when no data is available)

NoSkill

The No Skill Conversations item displays the number of NoSkill Conversations

NoSkill can be:

• (Inbound) Customer does not get a Skill
  • Disconnect during Welcome Message
  • Disconnect without making choice in IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.
  • Disconnect during Message Closed

(Hidden when no data is available)

Prompt

The Prompt Conversations item displays the number of Prompt Conversations of the Caller.

A Prompt Conversations is a Conversation where the Caller has selected the Prompt.

It is possible to zoom in on the Conversation details by clicking on the number.

(Hidden when no data is available)

Voicemail

The Voicemail Conversations item displays the number of Voicemail Conversations of the Caller.

Voicemail can be:

• (Inbound) Customer calls UCC and selects the Anywhere365 Voicemail.

Note Exchange UM can only be used with a Forward Skill, so this will be a Forward

• (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up.
• (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up.

It is possible to zoom in on the Conversation details by clicking on the number.

(Hidden when no data is available)

Overflow

The Overflow Conversations item displays the number of Overflow Conversations.

A Overflow Conversation is a Conversation where the UCC has reached the overflow threshold and the Caller was forwarded to the Message Overflow.

It is possible to zoom in on the Conversation details by clicking on the number.

(Hidden when no data is available)

Language

Select the language for the reports. More languages can be installed in the Language.rdl report.

Starttime

Display all records on and after this date.

Endtime

Display all record before this date.

Dialogue

Filter on the Dialogue Type

• Inbound
• Outbound
• Direct

Type

Filter on the Conversation Type:

• Accepted
• Forwarded
• Missed
• NoContact
• NoSkill
• Overflow
• QuickDrop
• Prompt
• Voicemail

Modality

Filter on the Modality Type:

• Call
• Chat
• CallMeThe CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.
• Email
• OutboundDialer
• Voicemail
• AutonomousDialer

SL QuickDrop

Changes the threshold for the Quick Drops.

Default: 5 seconds

Businesshours

Filter dialogue on Businesshours:

• Show all
• Show inside businesshours
• Show outside businesshours

ExpandGroup

Open all closed groups in one click. Useful for report exports.