Report Search

Report Search

Section 1: Search Filters Panel

This panel allows you to search through all call data across queues, agents, and time ranges using highly detailed filters.

Available Filters:

Filter

Description

Date Range

Select start and end dates for your search

Queue

Filter by a specific queue (or leave blank for all)

Agent

Filter calls handled by a specific agent

Event Type

Filter by event outcome (e.g., COMPLETED, CANCELED, etc.)

Wait Time (slider)

Set a range of queue wait time in seconds

Talk Time (slider)

Set a range of talk time in seconds

Phone Number

Search for a specific caller number

Unique ID

Search using the system-generated unique call ID

Section 2: Results Table

Once filters are applied, matching call records appear here.

Column

Description

Date

Date and time of the call

Queue

Queue the call passed through

Agent

Agent who handled the call

Event

Final status (e.g., COMPLETEDAGENT)

Wait Time

How long the caller waited in the queue

Talk Time

How long the conversation lasted

Number

The caller’s phone number

Unique ID

System-generated identifier for the call

Options

Action buttons (e.g., play, download, view)

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