The columns in the Calabrio Export are as follows.
- Interval
- Date
- Time
- Queue ID
- Queue Name
- Offered Call Count
- Overflow In Call Count
- Overflow Out Call Count
- Abandoned Call Count
- Answered Call Count
- Queued and Answered Call Duration
- Queued and Abandoned Call Duration
- Talking Call Duration
- Wrap Up Duration
- queud_answ_longest_que_dur
- queud_aband_longest_que_dur
- avg_avail_member_cnt
- ans_servicelevel_cnt
- wait_dur
- aband_short_call_cnt
- aband_within_sl_cnt
Interval : This represents the number of minutes which this row represents (The data will be fetched on every 15-minute interval).
Date : The date formatted in the following way: YYYYMMDD .Here showing the date that start from filter field and interval should be added to generate the next date for the next row.
Time : The time at the start of the interval formatted in the following way: HH:MM:SS
Here showing the time that start from filter field and interval should be added to generate the next time for the next row.
Queue ID : Instance ID of the call centre.
Queue Name : Instance name of the call centre.
Offered Call Count : This is the number of unique calls which were offered during the interval.
Answered Call Count : This is the number of unique calls which were answered by agents during the interval.
Talking Call Duration : This is the amount of time during the interval that agents spent talking on the phone.
Wrap Up Duration : This column will be set to 0.