CCR 1.0 User Guide Page 108
15-601130 Issue 1k (22 May 2009)IP Office
4.6.5 Trace Report
This report lists in chronological order all the events for the selected target or targets within the selected period.
· Target options: Agent , CLI or Call Reference .
· The call reference for individual calls can be obtained from reports based on the Call Details report
template.
· Group Result by: Ungrouped (fixed).
For each target being report on, the report will list events where one of the targets changed state.
· Date - Time
The date and time of the event.
· Event Name
· Available: The agent became available to answer calls.
· ACW: The agent when into the After Call Work state.
· BNA: The agent entered Busy Not Available state.
· Busy: The agent went off hook.
· Holding: The agent put a call on hold or parked a call.
· Idle: The agent returned to the idle state.
· Incoming: An incoming external call was received.
· Internal Made: An internal call was made and connected/reconnected.
· Internal Received: An internal call was received.
· Logged Off: The agent logged off.
· Lost: The caller disconnected before being answered.
· Logged In: The agent logged in.
· No Answer: The agent did not answer the call when it was presented to them.
· Outgoing: An outgoing external call was made.
· Queue Disabled: The agent's membership of a queue was disabled.
· Ring: A call is presented.
· Transferred: The call has been successfully transferred.
· Agent
The agent to which the event applies.
· Number
For call events, on incoming calls the CLI received with the call, on outgoing calls the number dialed.
· Reference
The unique call reference number of the call. Shown for events that involve a call, otherwise Null.
192 196 202
103
202
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