ACD and CDR Reporting Examples 12.1

Version from 17:36, 23 May 2012

Call #1

1. Inbound queue call from x7000 at 2:18PM.

2. Queue call went to testqueue queue.

3. Queue call was answered in the testqueue by New Guys x7004 at 2:18PM

4. New Guys performed a BLIND transfer of this queue call to extension 7001

5. 7001 answered this transferred queue call a 2:19PM and hung up the call after 1:30 seconds.

CDR Report

**The first and fourth call report in the picture above, can both be disregarded.  They are just the result of having testing with an internal call.  A normal inbound call would not create those duplicte lines.

Also note that the call duration marked for 7004's queue cal encompases the call duration from when the caller was speaking with 7001 after the xfer.

ACD Report (Completed Calls)

Version as of 17:45, 23 May 2012

Call #1

1. Inbound queue call from x7000 at 2:18PM.

2. Queue call went to testqueue queue.

3. Queue call was answered in the testqueue by New Guys x7004 at 2:18PM

4. New Guys performed a BLIND transfer of this queue call to extension 7001

5. 7001 answered this transferred queue call a 2:19PM and hung up the call after 1:30 seconds.

In HUD

1. testqueue queue counted this call as +1 Completed

2. testqueue queue counted 7004 as +1 completed queue call

3. testqueue  queue counted 7004's queue call duration as from the time he answered the call to the time he completed the call transfer

4. testqueue queue did NOT count 7001 as had taken a queue call.

CDR Report

**The first and fourth call report in the picture above, can both be disregarded.  They are just the result of having testing with an internal call.  A normal inbound call would not create those duplicte lines.

Also note that the call duration marked for 7004's queue cal encompases the call duration from when the caller was speaking with 7001 after the xfer.

ACD Report (Completed Calls)

Call credit is given to 7004, the first person to answer the call.

Call #2

1. Inbound queue call from x7000 at 2:26PM

2. Queue call went to FavoriteQ queue

3. Queue call answered by New Guys x7004 at 2:26PM

4. The queue call was ATTENDED transferred to x7001

5. 7001 talked for 41 second and hung up the call

In HUD

1. FavoriteQ queue counted this call as +1 Completed

2. FavoriteQ  queue counted 7004 as +1 completed queue call

3. FavoriteQ  queue counted 7004 queue call duration as from the time he answered the call to the time Steven hung up the call.

 CDR Report