Report - Agent Call Detail

Report - Agent Call Detail


This report gives a detailed description of each work item an agent handled during a selected period.

For each work item handled , the report will display the following row of data:

  • Name:  The campaign name
  • CallId: The workitem Id.
  • Agent: The Agent name
  • Created At: The time the call started.
  • Type: The type of work item. ( Inbound , Outbound , SMS, Chat , Email .. )
  • From: The from address
  • To: The to address
  • Handle Time: The total time it took to handle the workitem in regards of the agent. Starts when the agent receives the work item until they disposition it.
  • Recording Duration: The duration of the recording.
  • File: A signed URL to the recording. ( Valid for X hours )

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.