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 | Description |
|---|---|
| Title |
Call id (GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) 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. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.) of the Call, created by AnywhereNow. |
| StartTime |
The date/time when the call is connected to the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. |
| 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. |
| LastAgent |
If an Agent accepted the call, this field contains its The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address. |
| Customer |
The SIP address of the Caller. |
| QualityMonitor |
The first Quality Monitor result provider by the customer. 0 = If QM was not triggered -1 = If the customer didn't enter a value |