Call Search is 
Agent Search is a section available from the side menu, available to authorised users.
Call Search allows Agent Search allows a user to search for telephone numbers and any recordings associated with that number.an agent and data relating to the agent. This can be described as 'agent state'
Call Search default page header
| Note. the Columns & Filter Panel is available from the right-hand side as shown here. Filters will allow you to pick values for the matching column's cell value Below is the full list of columns & filters available |
|---|
Columns
Title - Call = Agent Search, the current section you are viewing within the INVADE Solution
Phone Number = enter the number you are wanting to search
Partial match (toggle button) = if the phone number entered is only a part of a number, you can toggle to look for similar numbers
Call Outcome = The ability to drill down to the type of call i.e. searching for a number that has received 'Abandoned' calls
Call type = The ability to drill down to the type of call i.e. INBOUND for a number that was unable to reach the call centre
Agent = The ability to drill down to any Agent that has been logged to the CATI and used on the INVADE Solution Solution
Campaign = The ability to drill down to any campaign activated on the CATI and CATI and used on the INVADE Solution Solution
Start Date = Start date for the Call Agent Search
End Date = End Date for the Call Agent Search
Magnifying Glass (
) = Commit the search (enter)
Gray Column titles
TelNum = The telephone number returned from the search
Agent
Name = Agent name returned from the search.
Outcome = Call Outcome returned from the search
InterviewID = The identifier for the call as assigned by the CATI Note. This is dependant on the CATI API / Bridge
CampaignName = Campaign name as created on the CATI
Recorded = call recorded, true & not recorded false note. playback is available after the search have been returned and discussed further in this document
TimeMake = Date and time the call was made i.e. May 1st 13:34
TimeDisconnect = Date and time the call was disconnected by the respondent i.e. May 1st 13:55 Note. if Agent hangup this is 'null' and displayed as Jan 1st 00:00Campaign = Campaign name as created on the CATI.
Location = Extention number assigned (often the same as booth ID).
Date = Date agent logged on within the search parameters.
Logged On = Date agent logged on & time within the search parameters.
Dllr Calls = Dialler calls handled by the agent.
Agent Calls = Calls made by the agent using the dialler (Manual Calls).
TalkTimeTot = Total talk time for the agent.
WrapTimeTot = Total time in 'wrap up' for the agent.
WaitingTimeTot = Total time waiting for a connected call (Predictive).
UnAvailableTimeTot = Total time agent is unavailable when just logged in and if agent sets themselves unavailable.
TimeTot = Total time form the agent logging on to logging off and all actions between.
On the upper right-hand side is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
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How to build and generate a Call an Agent Search
Example of a part number (toggle on) single agent search (994Agent6001) with the Call Type Campaign as 'DIALLERtestCamp' between two dates (28 24 September 2018 & 29 28 September 2018). Code, Call Outcome, Agent & Campaign NOT selected
The generated report will include calls that have been recorded (Yes) and not recorded (No)
From the highlighted record you can listen to the recording from this section by clicking on the 'Play' button. Note. Sound card and suitable speaker/headset required.
You can download the audio file in the default language for the INVADE Solution (native is .GSM)
You can export all the records (excluding the recording) to .CSV file
The generated report includes data for the agent from logged on to log off within the date range given
The record returned will show all the available data for that agent from the date and time logged on. In this example, you can see the agent was working on a predictive campaign during the dates selected. data can be exported to a .CSV file
Note. results will vary to live information if the agent is still logged in
NOTE. If you navigate away from this section the Call Search AgentSearch report will need to be rerun
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