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98 MaxReports Manual
DNIS Reports
This section describes DNIS reports.
3101 - DNIS Call Detail Report
Description:
Reports call detail information for the specified DNIS number.
Report Options
1. Select one or more DNIS numbers.
2. Specify a time range.
3. Narrow the report to specific days of the week and a span of time (optional).
4. Click
Run Report .
5. Select the export format (HTML, PDF, Excel) and whether to separate the results into
several files and/or export only specified pages.
Figure 55. This figure shows one record of a DNIS Call Detail Report.
Report Fields
•
Start Time —Time the call came in
• End Time —Time of disconnection
• Caller —Phone number of the caller
•
Agent —The agent who was rung
• Duration in Different Call States —Amount of time the call spent in different call
states (in hours:minutes:seconds):
• AA/IVR
• Queue
• Ring
• Talk
• Hold
• Record
• Start Priority —The priority number the call was first assigned
• Within SLT —Was answering time within the service level threshold, Yes or No?
(The Service Level Threshold is set in MaxAdmin > Workgroup Configuration >
General tab.)
• Exit State —The state the call was in at the time of disconnection
• Session ID —a unique number assigned by MAXCS to a call