| Field | Definition | Values | Notes |
|---|---|---|---|
| Call Date | Timestamp of when the call was initiated (originated by agent or customer). | Includes date and time based on the HCC's Timezone setting. | |
| Contact List | Name of the contact list the phone number belongs to. | ||
| Call Type | Type of Call | Manual, Preview, Inbound, Outbound, Callback, Internal | |
| Phone | The destination number dialed (or caller's number for inbound). | Internal calls: extension numbers (e.g., 101). Unsuccessful Internal calls to "First Available Agent": e.g., callCampByID23. | |
| Caller ID | The number presented as the source of the call on Outbound/Manual calls. | ||
| DNIS | The number the caller dialed (i.e., inbound DID). | ||
| Call Status | Technical result of the call connection. | Person, Busy, Drop/Hangup, Fax/Modem, Answer Machine, No Answer, Operator Intercept | Set by Call Result and used in the "Set Call Result" IVR Action. |
| Call Duration | Total time from call initiation to call end, in seconds. | Includes: Dialing, queue time, talk time, hold time. | |
| Agent | Name of the agent involved in the call. | ||
| Campaign | The campaign the call is associated with, if any. | Campaign can be tagged at the Phone Number level as a "Default Campaign". | |
| IVR Name | The final IVR script or menu the call passed through. | When IVR does not have an assigned phone number or contains letters, the name may not be retrievable. | |
| Client ID | Unique identifier for the client associated with the call. | Used as part of Reg F controls. | |
| Account ID | Unique ID of the account associated with the call. | Pulled from CRM or billing systems and included by Agent in Wrap form. | |
| Call Result | Business outcome of the call, set manually or via disposition codes. | No Contact, Promise to Pay, Verified, Dispute | Mapped to: Campaign → Call Results settings. May be set by the "Set Agent Disposition" IVR Action. |
| Reg F Result | Regulation F–specific compliance outcome, if applicable. | For debt collection under CFPB rules. Based on tagged call results. | |
| Final | Flag indicating that the call was marked as "Final". | No further retries, and additional numbers on the lead will not be called. | |
| Termination Event | Event that caused the call to end. | COMPLETECALLER – Caller hung up after being connected to an agent. COMPLETEAGENT – Agent hung up after call completion. ABANDON – Caller left the queue before being connected. EXITWITHTIMEOUT – Caller exited the queue due to a timeout setting. EXITWITHKEY – Caller exited the queue by pressing a key (DTMF option). TRANSFER – Call was transferred out of the queue to another destination. | Useful in debugging abnormal call ends or dropped calls. |
| Queue Time | Duration a caller spent in a queue (e.g., waiting for agent). | May affect SLA tracking and customer satisfaction. | |
| IVR Time | Time the caller spent navigating an IVR before reaching queue or campaign. | Calculated from IVR entry to selection. | |
| Hold Time | Total time the call was placed "on hold" after connecting to agent. | ||
| Talk Time | Actual conversation duration. | Excludes dialing, queue, hold, and wrap times. | |
| Wrap Time | Time agent spent post-call before submitting the Wrap form. | ||
| Idle Time | Time the agent spent in "Ready" state before receiving the call. | Useful for agent performance and workload distribution. | |
| Listen | Embedded player to review call recordings. | May show “Processing” if transcoding or uploading is pending. | |
| Download | Button to download the call recording. | Requires permission; same source file as “Listen”. | |
| Call Origin | Where the call originated from. | Internal (agent/extension), External (customer, PSTN, SIP trunk) | |
| Voicemail | Audio file generated when Inbound call was sent to voicemail. | Can be played within the Calls Report. Requires Access assigned at User or User Type level. | |
| Missed | Indicates if the inbound call was missed (i.e., not answered). | ||
| Revenue | Amount paid or pledged by the contact during the call. | Value provided by Agent in Wrap when providing a Call Result. | |
| Resulted In | High-level bucket derived from the call result. | No Contact, Contact, Presentation, Success | Allows for simplified KPI rollups. |
| Callback Time | Time scheduled for a follow-up call. | Set by agent during wrap-up or disposition process. | |
| Email address associated with the lead. | Provided in the Contact List. | ||
| Balance Due | Outstanding balance associated with the lead. | Provided in the Contact List. |