This section provides a description of the goal of each report and describes their content. Foundation reports consolidate data obtained from different Contact Center activities.
There are parameters that can be used to filter the content of each report. Use Each report has its own set of parameters you can use to filter content. For example, you can use the parameters to indicate the date range that the report should show data for, and to restrict the data to only certain queues, agents, DNIS, and more. Each report has its own set of parametersor other.
Each report is available in two different formats: CSV and PDF. Both types contain the same data, but they can differ. CSV files allow local manipulation of the data pivot tables and can be sorted in MS Excel.
...
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.
Call Date: The Date and Time of the outbound call. This is the time the caller connected with the end destination.
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.
...
In-call Status: This is the status of the CCA. It includes the standard statues as well as any custom status that might have been added.
Find out more about each individual report in the subsections attached to this article.