Symptom / Need

You need to identify and understand the data columns that appear in call search results within Data Monitor in WorkVox Manager.

Context / Scenarios

When you perform a call search in the 'Monitor' tab of Data Monitor, the results are presented in a table with several columns containing key information for analyzing and monitoring the operation.

Answer (Solution/Recommendation)

The Call Results table in Data Monitor includes the following columns:

• Conn ID : Unique number that identifies each call.
• Agent : Name and extension of the agent who handled the call.
• Skill : Skill group or queue assigned to the agent.
• Date : Date the call occurred.
• Cod_act : Activity code used to classify the call (activity group #1).
• Cod_act_2 : Second activity code used to classify the call (activity group #2).
• Interaction Type : Classification of the call, such as inbound, outbound, IVR, or internalcall.
• Telephone : Telephone number of the client or contact.
• Duration (SEC) : Total duration of the call in seconds.
• Hang Up : Indicates who ended the call (customer or agent).
• Client ID : Client identifier associated with the call.
• Comments : Comments added by the agent during or after the call.
• Screen Recording : Indicates whether the agent's screen was recorded during the call.
• Campaign ID : Identification number of the campaign to which the call belongs.
• Stereo : Specifies whether the call was recorded in stereo (separate channels for agent and customer) or mono (a single channel).

These columns provide essential information for performing detailed analysis of call performance and evaluating service quality. Use the available filters to search for specific information and improve operational management.