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CSV files use seconds for duration.
CSV files often use codes rather than words. The PDF translates the codes to words for easier reading. This document defines those codes. For example, a common code is 1 for yes and 2 for no in detailed reports that indicate whether a single call did something such as leave a voicemail or get transferred by an Agent.
Glossary
The following glossary defines important terms used in this documentation.
Abandoned Call: These are the callers that hung up while in queue.
ANI: This is the caller’s number. On inbound calls, it is the number that calls into the contact center. On outbound calls, it is the Caller ID that the Agent uses to make the outbound call.
Dequeue: These are calls that are moved out of a queue. This includes calls that are moved to callback, voicemail, or blind transferred. It does not include calls that reach the Agents.
DID: A phone number.
DNIS: This is the number being dialed. On inbound calls, it is the number that leads into the IVR. On Outbound calls, it is the number dialed by the Agent.
Forced Dequeue: This is a sub-set of dequeued calls. It refers to calls that are forcibly removed by the IVR rather than dequeued due to the caller choosing to dequeue manually. Forced dequeuing can be enabled and disabled per queue. The Maximum Waiting Time is used to determine when a call is force dequeued.