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