Call Report Export Results FAQ

Uboss provides the ability to export several different Call Centre related reports. This page will provide information around these reports.

Call Centre Call Logs Results Column Explained

Abandoned - the call was abandoned while still in the call centre queue.
Abandoned at Entrance - the call was abandoned while an entrance message was played to the caller.
Answered - the call was answered by an agent
Night Policy Applied - when the call arrived at the queue it had the night service policy applied to it.
Size - the call overflowed due to the call queue size limit being exceed.
Stranded - the call had the stranded policy applied due to all agents un-joining the call centres while the call was waiting in the call queue
Stranded - Unavailable - the call had the stranded policy applied due to all agents being unavailable when the call was presented to the call queue
Time - the call overflowed due to how long the call was in the queue.
Transferred - the call was transferred out of the call queue by a call centre supervisor

Agent Activity Details Logs - Activity Detail Column Explained

The Activity detail column is defined by one of 2 Activity Types:

• Call - This will show activities related to calls
• State - This will show activities related to an agent's ACD state

Call Activities

agentCallStarted - shows that a call has started, this will always be the first event for any call
agentCallAnswered - indicates that a call has been answered
agentCallHeld - the call was put on hold
agentCallRetrieved - indictates that the held call was retrieved
agentCallRedirected - the call was ended by being redirected/transferred
agentCallReleased - shows that the call was ended by the agent

State Activities

agentSignedIn - shows that an agent has signed in to all call centre queues
agentSignedOut - shows that an agent has signed out of all call centre queues
availableBusy - this indicates an agent is signed in, available to call centers, and currently
active in a call
availableIdle - this indicates an agent is signed in, available to call centers, and is ready to receive calls
Unavailable - shows that an agent has made themselves unavailable to take call centre calls
wrapUp - Indicates that the agent is temporarily unavailable immediately after taking a call, they are in a state to perform post call activities
wrapUpUnknown - Indicatees that the agent went in to wrap up state manually and not immediately after a call