Application Fields
Agents and supervisors need to constantly check the status of the calls and get detailed reports of call center performance as this can help in constant improvement and scope for growth. However, these reports are incomplete without comprehensive information about each call, including the call status, duration, wrap-up time, call cost, and many other factors. Application fields in the Office24by7 platform provide this information to ensure that users have access to and are updated with the status of their communication efforts.
Application fields are the fields whose values are derived by the application without user involvement. These values are acquired from the voice service provider and reflected in the platform for the users to interpret and understand easily.
E.g.: When an agent places a call to a customer, the application server acquires the call details including call status, answered time, call cost, who disconnected the call, call end time, etc., from the voice service providers. These values will be filled in respective fields automatically by the system itself.
Let’s take a look at each of the application fields and their purpose to understand them better.
Agent Call Status
‘Agent Call Status’ refers to the state of the call once it is placed by the agent. The applicable agent call statuses can be Connected or Not Connected, based on whether the customer answered the agent’s call or not.
Agent Number
‘Agent Number’ refers to the phone number from which the agent placed the call or to whom the call was placed.
Answered Time
This field shows you the date and time at which the customer or the agent answered the call. The generic format of the answered time is YYYY-DD-MM HH:MM:SS.
Call Cost per Pulse
It shows how much cost was incurred per second in making the call to the customer. For instance, a call cost per pulse of 0.010/60 means the cost for this call was 10 paise per 60 seconds.
Call Credits
Call credits are the units used to measure the amount of calls that can be made with the existing plan from the voice service provider. The ‘Call Credits’ field shows the number of credits used up by placing a call.
Call Disconnected by
There are many ways in which an ongoing call can be disconnected. It can be disconnected either by the caller, the agent, or the system itself. The ‘Call Disconnected by’ field shows who disconnected it.
Call End Time
The ‘Call End Time’ field shows the exact time at which the was disconnected. Similar to the ‘Call Answered Time’, this field also shows the date and time in YYYY-DD-MM HH:MM:SS format.
Call ID
The voice assigns a call ID to each call placed from and to your business’s telephony system. These IDs are reference numbers given to the calls in order to distinctly verify them from each other.
Call Initiated From
Calls to and from a business organization can be placed from several sources (inbound IVR, outbound announcements, manual dialing, etc.). The ‘Call Initiated From’ field shows which source the call was made from.
Call Time
The ‘Call Time’ field refers to the date and time at which the call was placed by the agent or the caller. The date and time will be displayed in YYYY-DD-MM HH:MM:SS format.
Call Type
A call can be either incoming or outgoing. The application field labeled ‘Call Type’ will reflect the direction of the call.
Caller Call Status
When the call is placed, the probable outcomes are Answered, Missed, and Not Answered. The ‘Caller Call Status’ field shows this immediate outcome of the call.
Caller Number
‘Caller Number’ refers to the phone number of the customer/lead/prospect who placed the call or to whom the call was placed.
Circle Name
In India, the telecom industry is divided into various circles or zones for regulatory and operational purposes. The ‘Circle Name’ field refers to the specific geographic area or region where the call was placed.
Conference Duration
The agent who is on the call with the customer can add one or more other persons to the call, upon which the call will become a conference call. The ‘Conference Duration’ refers to the length of time the call was in the conference mode.
Conference Start Time
‘Conference Start Time’ refers to the exact time when the conference call started, or when the call was converted to a conference. It will be displayed in YYYY-DD-MM HH:MM:SS format.
Connected Time
The ‘Connected Time’ field refers to the date and time at which the call was connected to the receiver’s network. It will be displayed in YYYY-DD-MM HH:MM:SS format.
Connecting Duration (Agent Ringing Duration)
This field displays the duration for which the phone rang on the receiver’s end before they picked up the call or missed it. The connecting duration will be shown in MM HH:MM:SS format.
Dropped Call (Missed Call)
The ‘Dropped Call’ field shows whether the call was missed or not. The field shows ‘Yes’ for attended calls and ‘No’ for missed calls.
FirstLeg Cost
The outbound calls made from the Office24by7 cloud telephony services consist of two legs: the agent who is on the call and the customer to whom the call is placed. When the first leg is connected to the call, you will be incurred with the first leg cost, which will be reflected in the ‘FirstLeg Cost’ field.
Hangup Source
A call can be hung up in three different ways: by the agent, by the caller, or by the system itself if the call exceeds the pre-defined time limit criteria. The ‘Hangup Source’ field shows from which end the call was hung up (caller, agent, or system).
Incall Duration
The ‘Incall Duration’ field shows you the length of the phone call between the answered time and the call end time. This will be displayed in HH:MM:SS format.
Is IVRS
Calls come into the business through various sources. The ‘Is IVRS’ field shows whether the incoming calls came in via the IVR system, with ‘Yes’ and ‘No’ values.
IVRS Details
If your organization has multiple IVR systems based on different strategies, the ‘IVRS Details’ field can show you which IVR system the call came in through.
IVR Duration
The ‘IVR Duration’ field lets you see the total duration a caller navigated through the IVR prompts. It will be shown in HH:MM:SS format.
IVRS Levels
This field shows how many levels in the multi-level IVR system were escalated by the caller if the call came in through the IVRS.
Operator Name
The ‘Operator Name’ field shows which voice service operator facilitated the voice call between the agent and the caller (For e.g., in India, major operators include BSNL, Airtel, Reliance, etc.).
Other Number
The ‘Other Number’ field displays the phone number of the person/persons who join in the call other than the agent and the customer.
Queue Duration
The ‘Queue Duration’ refers to the time a caller waits in the queue of the IVR system to get connected to the agent. This duration will be displayed in the HH:MM:SS format.
SecondLeg Cost
The outbound calls made from the Office24by7 cloud telephony services consist of two legs: the agent who is on the call and the customer to whom the call is placed. When the first leg is connected to the call, you will be incurred with the first leg cost. When the second leg also connects in the call, you will be charged with the second leg cost, which will reflected in the ‘SecondLeg Cost’ field.
State Name
This field displays the state in which state of the country the customer/prospect/lead who attended the call is located.
Total Call Cost
The total cost incurred while placing each call will be displayed in the ‘Total Call Cost’ field.
Total Call Duration
The ‘Total Call Duration’ field shows the total length of the call, starting from when the call is placed till when the call is disconnected.
Total Incall Duration
Total incall duration is the length of the call from when the customer’s phone starts ringing till when the call is disconnected.
Virtual Number
‘Virtual Number’ refers to the virtual number that is reflected while the agent places calls to the customers.
Virtual Number Type
The virtual number can be reflected in three different forms: landline, mobile, or toll-free. The ‘Virtual Number Type’ field reflects the type of virtual number used to place the call.
Voicemail Number
A voicemail is where the call would be redirected if the call is not picked up from the receiver’s end. In this scenario, the calls will be collected in a specific number dedicated to voicemails.
Wrap Up Duration
The ‘Wrap Up Duration’ refers to the length of time taken by the agent to wrap up the call by changing the call status after it is disconnected.
Wrap Up Time
The ‘Wrap Up Time’ field displays the time when the agent wraps up the call by changing the call status.